Second-Wave Mobility: How Mobile-Native Communications Enables the Virtual Workforce

1. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Second-Wave Mobility How Mobile-Native Communications Enables the Virtual Workforce Raúl Castañón Senior Analyst,Workforce Productivity & Collaboration
2. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. 451 Research is a leading IT research & advisory company Founded in 2000 250+ employees, including over 120 analysts 1,000+ clients: Technology & Service providers, corporate advisory, finance, professional services, and IT decision makers 85,000+ IT professionals, business users and consumers in our research community 2,000+ technology & service providers under coverage 451 Research and its sister company, Uptime Institute, are the two divisions of The 451 Group Headquartered in New York City, with offices in London, Boston, San Francisco, Washington DC, Austin, Mexico, Costa Rica, Brazil, Spain, UAE, Russia, Taiwan, Singapore and Malaysia
3. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Consumer-driven mobility How does second-wave mobility address limitations in consumer- driven mobility? Enabling a distributed work environment Key takeaways
4. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Enterprise mobility JANUARY 1999 BlackBerry 850 JUNE 2007 iPhone (1st generation) JULY 2008 Apple App Store 2018 Mobile-native communications Consumer-Driven Mobility Second-Wave Mobility
5. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. User behavior drives the use of mobile devices in the workplace Source: 451 Research’s Voice of the Connected User Landscape 70% of employees use a smartphone for work 50% of employees do this on a daily basis 73% of employees use messaging for work
6. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Limitations in consumer-driven mobility Mobility has not changed significantly from its early days UC providers typically provide a mobile app that loosely connects mobile devices to the UC network The lack of integration to the PSTN entails several limitations: ► Quality of service ► Messaging capabilities ► Privacy, compliance and security risks
7. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Second-wave mobility The modern work environment has evolved to include mobile and traditional business communications They typically coexist side by side, with users relying on each for different purposes Second-wave mobility is now emerging, driven by mobile-native communications PSTN integration allows organizations to convert mobile devices into mobile endpoints on their UC networks
8. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Evolution of enterprise mobility Second Wave First Wave
9. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Distributed work environment The capabilities enabled by second-wave mobility are critical for enabling a secure, distributed work environment. This is defined by the technologies that come together to enable IT to provide employees with secure, real-time access to business applications and resources, regardless of their location or the device or network they choose to use. A secure, distributed work environment is a key component for how we envision the future of work.
10. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. Key takeaways IT decision makers need to ask: Which tools do users prefer for business communications? Which tools provide the capabilities for enabling a secure, distributed work environment?
11. 451RESEARCH.COM ©2018 451 Research. All Rights Reserved. 451research.com US +1 212.505.3030 EUROPE +44 (0) 203 929 5700 Thank you @451Research New York London Boston Washington, D.C. San Francisco @rcastanonm

Notes de l'éditeur

1:00

Hello everyone than you for joining us today.

Before we start let me share with you a quick overview of the topics we will be covering in the first part of the webinar:

We will start by looking at how mobility has evolved since its early days, and why we refer to it as consumer-driven mobility
We will talk about the limitations in consumer-driven mobility, and how second-wave mobility aims to address these limitations
We will then talk about the distributed work environment, what it means, and how second-wave mobility enables this new way of working
We will close with key takeaways before I hand it back to Adam for the second half of the webinar
1:30

I’d like to start by taking a quick look at how mobility has evolved since its early days.

What we identify as first wave, or consumer-driven mobility goes back to the late 1990s with BlackBerry. Their first device was an email pager called the BlackBerry 850, launched in January 1999.

Eight years later, in January 2007, Steve Jobs announced the iPhone at the Macworld convention. In July the following year Apple introduced the App Store. At launch it boasted 500 apps including RingCentral Mobile, a mobile app for RingCentral users that extended the virtual PBX service to the iPhone, enabling access to voicemail, dial-by-name directory, click-to-call, call forwarding, answering rules and call screening.

We believe we are now entering a new phase in enterprise mobility that is made possible by technologies that aim to address key limitations in consumer-driven mobility.
3:00

Before we dive into second wave mobility let’s discuss first how mobility has evolved since its early days.

User behavior has been a key factor driving the use of mobile devices in the workplace. This has largely defined what we identify as first wave mobility.

The growing relevance of mobile devices in the workplace is undeniable. Our Voice of the Connected User survey shows that employees rely on mobile devices to communicate with each other and with clients, partners and suppliers. Nearly 70% of respondents use a smartphone (either personal or COPE) for work and nearly 50% report do so on a daily basis. The top activity is messaging; 73% use mobile messaging for business purposes – more than email and voice calls.

What this means is that a significant volume of work communications is now done on mobile devices.

Estimating how much traffic mobile devices have displaced from traditional business communications is not a simple task. There are several reasons for this; this is precisely where we believe ITDM should be paying attention to.
Many devices and applications are outside the scope of IT and therefore, nearly impossible to track. No visibility means the company has no control, which opens the door to compliance and security risks.
Secondly but equally important, mobile devices are being used for use cases that are not currently addressed by existing business communications products.
1:30

So to summarize:
Consumer-driven mobility has been effective in terms of placing mobile devices in the hands of employees. We estimate that currently 100% of the workforce in the US has a mobile device.
Enterprise mobility, however, has not changed significantly from its early days.

What do we mean by this?
Unified communications (UC) providers usually include mobility as a standard feature in their offerings.
Their approach is typically based on a mobile app that loosely connects mobile devices to a company's UC network.
This setup provides some benefits to the end user but it has fundamental limitations, stemming from the lack of integration at the network (PSTN) level.
2:00

What we currently have in most organizations is a work environment where mobile and traditional business communications coexist side by side with users relying on them for different purposes, and IT managing them as separate entities. This creates limitations that impact the user experience, leading employees to find alternative services for real-time, peer-to-peer communications.

This brings us to second wave mobility. We believe second wave mobility is part of a larger trend which we refer to as mobile-native communications. It includes advanced communications services for consumer and enterprise, such as Rich Communication Services (RCS).

The key element that defines second wave mobility is the integration of business communications to the mobile network. This translates into capabilities that enable private and secure wireless and mobility models such as private LTE.

It enables IT to treat mobile devices as endpoints in their networks.
So to recap, what do we mean by “second wave mobility” and how is it different to consumer-driven mobility?

Second wave mobility is enterprise-centric. In a traditional setting, mobile communications and business communications coexist side-by-side. In contrast, second wave mobility enables full integration of business communications with the PSTN.
Consumer-driven mobility is enabled with an over-the-top (OTT) mechanism. This is in most cases a workaround that seeks to address limitations in mobile solutions. In contrast second wave mobility provides a cloud-based, mobile-native architecture.
Consumer-driven mobility enables bring-your-own-device (BYOD) policies whereas second wave mobility is focused on enabling a distributed work environment (which also supports BYOD but treats devices as end points regardless of whether they are COPE or BYOD).
Second wave mobility allows for tight workflow integration to applications such as CRM, Workforce Optimization
In addition to basic functionalities such as email, OTT messaging, second wave mobility enables advanced functionalities such as sending and receiving text messages using business numbers, multiple user personas for separating business and private communications.
Finally second wave mobility allows for full IT control over services, security and policy enforcement and compliance (capturing, recording, logging and archiving mobile voice, text and data communications).
This brings me to one last topic I’d like to discuss in this part of the webinar.

Another major trend we are following is the emergence of what we call distributed work environment. We believe the emergence of cloud collaboration tools like Slack, UCaaS, Dropbox to name a few, reflect this emerging trend which is how the future of work will evolve.

We describe a distributed work environment as the technologies that come together to enable IT to provide employees with secure, real-time access to business applications and resources, regardless of their location or the device or network they choose to use.

We believe second wave mobility is a critical element that will enable a distributed work environment.
I will now hand it back to Adam, thank you.

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Second-Wave Mobility: How Mobile-Native Communications Enables the Virtual Workforce

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