We are in a BYOD era with employees clearly indicating that they want to choose the devices they use for their work. Increased mobility among workers has led to high adoptions of smart phones and tablets as preferred communication devices. For routine contacts with co-workers and business partners, most workers choose email and instant messaging over traditional phone calls. Telephones still dominate for conference calls but increased use of video conferencing suggests that phone conversations will diminish as video conference calls increase. The question on the minds of many executives is what is the long term relevance of their corporate telephone system and if it is necessary to continue to make large investments in these systems. With funds tight for IT investments, is it time to let go of the desktop telephone as basic equipment for all employees.
Additionally, some executives question the need for telephones to support customers when they have other channels, such as email, Web and social sites to go for help. A recent New York Times article (July 7, 2012) cited technology companies, such as Twitter, LinkedIn and Facebook are basically ignoring customer support phone calls and steering all inquiries to online options. These examples are early indicators of the declining role of the traditional business telephone for managing external customer communications. However, not all customers found this lack of telephone support acceptable.
Clearly we are at a time of transition for business communications. However, I do not believe companies should immediately get rid of their telephone systems. What they do need to do is more effectively manage voice communications and understand the needs of workers and to develop a plan that allocates the right mix of communication devices best suited for its user population. It does not make sense to automatically give all employees a desktop telephone. Instead consider providing workers with the right devices and applications based on their job functions.
Industries that serve the public cannot simply refuse to support voice communications and force its customers to rely on the Internet. Industries that rely heavily on voice conversations include government, hospitality, education, healthcare and retail. Other industries also require voice communication connections for safety reasons and compliance. When developing your business plan for voice communications consider job classifications and categorize requirements based on job functions. This will enable you to provide a diversified environment that optimizes your investments in communication applications. For some workers, this may mean a desktop telephone is essential and for others communications will take place from their mobile devices, tablets or workstations.
When determining user requirements it is important to note that many workers must collaborate closely with teammates and need the appropriate software applications to perform their work. To improve job performance these workers require the ability to connect quickly with co-workers, see their availability for real time collaboration and access experts for faster decision-making. Ensure that those making an upgrade decision for voice communications have cross functional conversations that will identify needs and have the flexibility to deliver the right mix of communications for all employees.
