利用先進的通訊和協作解決方案來提高一線工作者的能力（2024）

Leveraging Advanced Communications and Collaboration Solutions to Empower Frontline Workers, 2024

出版日期: 2024年11月14日 | 出版商:

Frost & Sullivan | 英文 95 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

經常被忽視的一線工作者在 IT 決策者的計劃中發揮越來越重要的作用

一線工作者在許多組織的成功中發揮關鍵作用，並構成了企業的支柱。然而，一線工作者與同事之間的脫節日益嚴重，部分原因是缺乏適當的溝通和協作解決方案。

雖然工作場所決策越來越受到生產力和協作需求的驅動，但一線工作者卻常常被忽略。一線工作者有獨特的技術需求，這大幅影響了他們的日常效率和生產力。為了創造有效的職場環境並取得更好的成果，公司開始重新考慮支持和吸引一線工作者的方法。

人們越來越需要增強的溝通和協作工具，以提高一線工作者的生產力和對客戶需求的應對力，使他們能夠更敏捷和有效率地工作。擴大此類技術的使用可以加強一線工作者與更廣泛團隊之間的聯繫，促進職業發展，並改善整體員工體驗（EX）。

一線工作者的要求與文書工作員工有很大不同。產品和服務能夠滿足勞動力的獨特需求的供應商可以開拓一個巨大的、往往尚未開發的市場。

本研究基於2024年對全球 IT 和通訊通訊業決策者進行的調查所獲得的資料，探討 IT 產業決策者應如何應對一線工作者的需求，洞察一線工作者面臨的挑戰。目標而提供的技術、決策者優先考慮的未來技術以及提供的一線工作者技術投資的變化。本研究也揭示了供應商為滿足一線工作者的需求而帶來的機會所採取的不同方法。

公司目前為一線工作者提供哪些技術？
公司目前依行業向一線工作者提供哪些技術？
現在或到2026年，公司將為一線工作者提供哪些技術？
技術公司現在或到2026年將依行業提供一線工作者
到2026年，科技公司將不再向一線工作者提供服務

當前採用公司的未來投資計劃

將增加投資以支持一線工作者的科技
計劃繼續投資以支持一線工作者的技術
計劃減少支持一線工作者投資的技術
投資以利用當前銀行、金融服務和保險業採用公司的一線工作者
投資以利用當前醫療保健行業採用公司的一線工作者
投資以利用高科技產業現有採用公司的一線工作者
投資以利用當前製造業採用公司的一線工作者
投資以利用零售和批發行業現有採用公司的一線工作者
投資以利用當前教育產業採用公司的一線工作者
投資以利用當前政府招募的一線工作者
投資以利用專業服務業當前採用公司的一線工作者
投資以利用當前旅遊和飯店採用公司的一線工作者

供應商能力

選擇通訊解決方案來支援第一線工作人員時，提供者能力的重要性
在選擇支援一線工作者的通訊解決方案時非常重要的提供者能力：依行業

依行業分類的供應商策略範例

通訊垂直策略
Avaya
Cisco
Microsoft
Mitel
RingCentral
Spectralink
Wildix
Zebra
Zoom

附錄

成長機會推動Growth Pipeline Engine（TM）
為什麼成長如此困難？
The Strategic Imperative 8（TM）

下一步

成長機會的好處和影響
下一步
附件清單
免責聲明

簡介目錄

Product Code: MH89-64

Often Overlooked, Frontline Workers are an Increasingly Important Part of IT Decision Makers' Plans

Frontline workers play a vital role in the success of numerous organizations, forming the backbone of their operations. However, there is a growing disconnect between frontline employees and their colleagues, partly due to the absence of adequate communication and collaboration solutions.

While decisions regarding work locations are increasingly driven by productivity and collaboration requirements, frontline workers often remain overlooked. Frontline workers have distinct technological needs that greatly influence their day-to-day efficiency and productivity. To foster an effective work environment and achieve better outcomes, companies are starting to rethink their approach to supporting and engaging with frontline workers.

Enhanced communication and collaboration tools that can boost frontline workers' productivity and responsiveness to customer demands, making them more agile and efficient, are increasingly in demand. Expanding the use of such technologies can strengthen the connection between frontline workers and the broader team, encourage career growth, and improve the overall employee experience (EX).

The requirements of frontline workers differ significantly from those of desk-based employees. Vendors that adapt their products and services to meet the distinct needs of this workforce can tap into a vast, often underserved market.

Building on data from a 2024 survey of global IT and telecom decision-makers, this study provides insights into what challenges IT decision-makers face when serving frontline worker needs, what technologies are currently provided by IT and telecom teams to enable frontline workers to achieve their objectives, what technologies are decision-makers prioritising in the future, and how this is driving change to investment in frontline worker technologies. This study also highlights the different approaches vendors are taking to address opportunities presented by servicing the needs of frontline workers.

Research Objectives and Methodology

Research Objectives and Methodology
Respondent Demographics
Frontline Workers in the Organization

Introduction, Definitions and Key Technology Use Cases

Introduction
The Frontline Worker Opportunity
Who is a Frontline Worker
Equipping Frontliners with the Right Tools

Key Findings

Key Findings

ITDM Challenges

Crucial Challenge and Very Significant Challenge Frontline Workers Experience
Crucial Challenge and Very Significant Challenge Experienced by Frontline Workers: By Vertical

Technology Barriers to Frontline Workers Achieving Goals

Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals
Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals: By Vertical

Technology Adoption Today and by 2026

Technologies Organizations Provide to Frontline Workers Today
Technologies Organizations Provide to Frontline Workers Today: By Vertical
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2026
Technologies Organizations Plan to Provide to Frontline Workers by 2026: By Vertical
Technologies Organizations Do Not Plan to Provide to Frontline Workers by 2026

Future Investment Plans Among Current Adopters

Technologies in Which Organizations Plan to Increase Investments to Enable Frontline Workers
Technologies in Which Organizations Plan to Sustain Investments to Enable Frontline Workers
Technologies in Which Organizations Plan to Decrease Investments to Enable Frontline Workers
Investments to Enable Frontline Workers Among Current Adopters in Banking, Financial Services & Insurance
Investments to Enable Frontline Workers Among Current Adopters in Healthcare
Investments to Enable Frontline Workers Among Current Adopters in High Tech
Investments to Enable Frontline Workers Among Current Adopters in Manufacturing
Investments to Enable Frontline Workers Among Current Adopters in Retail and Wholesale
Investments to Enable Frontline Workers Among Current Adopters in Education
Investments to Enable Frontline Workers Among Current Adopters in Government & Public Administration
Investments to Enable Frontline Workers Among Current Adopters in Professional Services
Investments to Enable Frontline Workers Among Current Adopters in Travel & Hospitality

Vendor Capabilities

Importance of Provider Capabilities When Selecting Communications Solutions to Support Frontline Workers
Crucial and Very Important Provider Capabilities When Selecting Communications Solutions to Support Frontline Workers: By Vertical