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Understanding Mobile Phones

by Mary Sewell

Savings delivered through convergence

Although call cost savings are the easiest to measure, they provide the most miniature scale for savings. More benefits can be derived through infrastructure efficiencies and productivity.

Infrastructure savings are delivered through fixed-line replacement strategies and greenfield site deployments. This impacts the CAPEX and ongoing OPEX requirements of owning a fixed and mobile fleet.

While providing the most significant opportunity for organizations to derive benefits from convergence, productivity and improved business processes are also the hardest to quantify. For example, while a converged voicemail solution may save an employee five minutes of effort a day, the real benefit may not be directly derived from having extra five minutes for ‘productive’ work. The benefits may, in fact, be delivered through customer satisfaction and repeat business as a result of improved response times. However, most companies now measure customer satisfaction as a key performance indicator. Therefore, the increase in productivity and potential process re-engineering that can be achieved will positively impact customer satisfaction levels.

Benefits include

  • Extending fixed-line call features to mobile handsets
  • Reducing call costs
  • Improving the responsiveness of the business
  • Delivering control – for instance, for compliance with FSA regulations
  • Reducing duplication
  • Ease of extending the capacity
  • Improving productivity

The use of converged solutions also enables the workforce to be more productive through functions such as mobile access to direct-dial extensions and conferencing. Employees can respond faster to voicemails and benefit from reduced telephone tags to answer more calls the first time. Specific productivity gains are illustrated by the following examples:

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