The explosion in unified communications (UC) over the past year has led to a proliferation of devices as organisations seek to maintain productivity across their distributed workforce.
SMBs and micro businesses, in particular, have realised the value of mobile devices as a means of effective communication between employees and customers.
However, problems can crop up when users are working and communicating across mobile devices and using UC OTT apps that run on WiFi or mobile data. These challenges can include using the mobile app rather than the phone dialler, disruptions to business calls on the UC app when a normal mobile call is received, or frequent drop-in business call sessions while on the move and changing between a WiFi area and mobile data area. Also, users’ presence on the UC app is not synced with the network presence, leading to calls on the normal mobile subscription while the user is on the UC app calls.
Communication Service Providers (CSP) are continuously innovating their services to enhance the customer experience for enterprise customers and consumers. However, SMBs are often left out in these developments as the mobile apps they use for their UC services often aren’t of the same calibre as the OTTs.
Ericsson Communications Accelerator (ECA) provides CSPs with 5G-ready communication services that enhance user experience. With secure seamless mobility and multi-device support, SMBs and micro businesses can increase their availability and never miss a call. Pre-integrating ECA with Ericsson-LG Enterprise’s iPECS Cloud mobile solution delivers all the calling-related functionalities on to a mobile handset native dialler, removing the need for an additional mobile app.
“In the past we used to talk about the ability to have a single number over multiple devices: for example, if you got a call your mobile and your desktop phone would ring.,” stated David Bjore, VP Head of Solution Area Communication Services at Ericsson.
“But what customers want is the ability to have a single device with multiple numbers; they need the ability to take business calls and to differentiate those from their personal calls. This flexibility improves the customer experience and business productivity.”
