為前線工作者配備數位工具，在技術純熟勞工短缺的情況下取得成功

Equipping Frontline Workers with Digital Tools for Success Amid Skilled Labor Shortages

出版日期: 2023年12月18日 | 出版商:

Frost & Sullivan | 英文 112 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

「正確的通訊解決方案可以提高前線工作者的生產力、舒適度和安全性。」

在大多數組織中，前線工作者佔勞動力的很大一部分。全球約有 25 億無辦公桌/前線工作者工作，估計其中 10 億人需要客製化的通訊和協作工具來完成業務。

前線工作者是一個多元化的工人類別，他們通常沒有全職辦公桌工作。其他前線工作者的共同特徵包括室內和室外移動性、無線連接、免持通訊工具、堅固耐用的通訊設備以及與垂直應用程式和物聯網設備的整合。

前線工作者的溝通和協作要求根據他們所履行的工作職責而有很大差異。工作流程因行業和職能而異，因此需要針對不同類型的前線工作者量身定做溝通和協作工具。

大多數技術供應商和服務供應商沒有為前線工作者製定明確的策略。然而，一些供應商追求垂直策略，目的是為特定行業的辦公桌和前線工作者提供量身定做的功能。

這項研究提供了分析師對為前線工作者提供溝通和協作工具的機會的看法。本研究包括2023年全球 IT 和通訊業決策者的調查資料，以量化投資優先事項，提高前線工作者的生產力、舒適度、合規性，並深入了解用於提高安全性的工具。它還強調了醫療保健行業的主要挑戰、目標和成長機會。

組織內的前線工作者
投資通訊和協作解決方案的重要、非常重要和關鍵促進因素
提升前線工作者能力的關鍵、關鍵、關鍵能力
提升前線工作者能力的關鍵與必要能力：依行業
當今組織為前線工作者提供的技術
當今組織提供給前線工作者的技術：依行業
技術組織計劃在2025年為前線工作者提供技術
技術組織計劃在2025年向前線工作者提供技術：依行業
到2025年，擁有或計劃為前線工作者提供的技術
到2025年，技術組織不打算向前線工作者提供的技術
當前和未來採用企業通訊為前線工作者提供支持
組織計劃增加投資以支持前線工作者的技術
組織計劃持續投資以支持前線工作者的技術
組織計劃減少投資以支持前線工作者的技術
PBX/雲端或行動 PBX 投資的預期變化
投資支援前線工作者應對 PSTN 呼叫計畫的預期變化
選擇通訊解決方案來支援前線工作者時，提供者能力的重要性
選擇通訊解決方案來支援前線工作者時，提供者能力的重要性：依行業
阻礙組織實現或超越前線工作者賦權目標的三大因素
阻礙組織實現或超越前線工作者賦權目標的三大因素：依行業

附錄

技術投資對於更佳支持前線工作者的重要性 - 管理輪班和時間表
技術投資對於更佳支持前線工作者的重要性- 遠端存取應用程式和資料
技術投資對於更佳支持前線工作者的重要性 - 與現場的隊友合作
技術投資對於更佳支持前線工作者的重要性 - 與上班族和經營團隊的有效對話
技術投資對於更佳支持前線工作者的重要性 - 追蹤和記錄工作
技術投資對於更佳支持前線工作者的重要性 - 與客戶有效互動
投資技術支持該領域的重要性 - 獲取綜合資訊來源
投資技術支持該領域的重要性 - 提高前線工作者的安全
科技公司現在為前線工作者提供或計劃在2025年之前提供 - 視訊會議
組織現在為前線工作者提供或計劃到2025年提供的技術 - 團隊空間/群聊
組織目前提供或計劃到2025年向前線工作者提供的技術 - 對講機
組織目前提供或計劃到2025年向前線工作者提供的技術 - 呼叫
組織目前提供或計劃到2025年向前線工作者提供的技術 - 電子郵件
組織目前提供或計劃到2025年向前線工作者提供的技術 - SMS
現在或將於2025年提供給前線工作者的技術 - 類比傳真
目前或預計2025年可用的技術 - 線上傳真
組織目前提供或計劃到2025年向前線工作者提供的技術 - 學習和績效管理系統
公司目前提供或計劃到2025年向前線工作者提供的技術 - 平板電腦設備
組織目前提供或計劃到2025年向前線工作者提供的技術 - 行動/智慧型手機
組織目前提供或計劃到2025年向前線工作者提供的技術 - 物聯網
到2025年，組織或計劃向前線工作者提供的技術 -混合實境/擴增實境/虛擬實境
組織現在為前線工作者提供或計劃到2025年提供的技術 - 穿戴式設備
組織目前或計劃到2025年向前線工作者提供的技術 - 生物識別認證方法
公司現在或計劃在2025年向前線工作者提供的技術 - DECT 或 VoWLAN 電話
計劃在未來兩年內增加或減少對支援前線工作者的技術投資 - Enterprise 語音通訊
計劃在未來兩年內增加或減少對支持前線工作者的技術投資—視訊會議
計劃在未來兩年內增加或減少對支援前線工作者的技術投資 - 團隊空間/群聊
計劃在未來兩年內增加或減少對支援前線工作者的技術投資 - 對講機
計劃在未來兩年內增加或減少對支持前線工作者的技術投資 - 呼叫
計劃在未來兩年內增加或減少對支持前線工作者的技術投資 - 電子郵件
計劃在未來兩年內增加或減少對支持前線工作者的技術投資 - SMS
計劃在未來兩年增加或減少技術投資以支援前線工作者傳真
計劃在未來兩年增加或減少技術投資以支持前線工作者 - 線上傳真
計劃在未來兩年內增加或減少對支持前線工作者的技術投資—學習和績效管理系統
計劃在未來兩年增加或減少技術投資以支持前線工作者 - 平板電腦設備
計劃在未來兩年內增加或減少對支援前線工作者的技術投資 - 行動/智慧型手機
計劃在未來兩年內增加或減少對支援前線工作者的技術投資 - 物聯網
計劃在未來兩年內增加或減少對支援前線工作者的技術的投資 - 混合實境、擴增實境、虛擬實境。
計劃未來兩年增加或減少對支持前線工作者的技術投資 - 穿戴式設備
計劃在未來兩年內增加或減少對支持前線工作者的技術投資—生物特徵認證方法
計劃在未來兩年內增加或減少對支援前線工作者的技術投資 - DECT 或 VoWLAN 電話
在投資通訊和協作解決方案以支援前線工作者時，提供者必須深入了解產業挑戰
在投資通訊和協作解決方案以支援前線工作者時，根據前線工作者的獨特需求量身定做解決方案的重要性
在投資通訊和協作解決方案以支援前線工作者時，將通訊解決方案與關鍵任務工作流程整合的重要性
與產業解決方案專家合作的重要性：投資支援前線工作者的溝通和協作解決方案
投資通訊和協作解決方案以支援前線工作者時，端到端解決方案組合的重要性
在投資通訊和協作解決方案以支援前線工作者時，提供者組織內的行業專業知識的重要性
推動Growth Pipeline Engine（TM）的成長機會
為什麼成長越來越困難？
The Strategic Imperative 8（TM）
圖表列表
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簡介目錄

Product Code: K9D9-64

"The Right Communications Solutions Boost Frontline Worker Productivity, Comfort, and Safety."

Frontline workers are a key part of the workforce in the majority of organizations. Out of approximately 2.5 Billion deskless/frontline workers around the world, an estimated one billion require tailored communications and collaboration tools to complete their job tasks.

Frontline workers comprise a diverse category of workers that typically do not perform their job tasks full-time at a desk. Other characteristics that frontline workers have in common include indoor or outdoor mobility and the need for wireless connectivity, hands-free communication tools, ruggedized communications devices and integration with vertical apps and/or IoT devices.

Frontline worker communications and collaboration requirements differ widely based on the job tasks they perform. Workflows vary significantly by industry and job function, which indicates that communications and collaboration tools must be tailored for different types of frontline workers.

Most technology vendors and service providers lack clearly defined frontline worker strategies. However, certain vendors have launched vertical strategies that aim to provide tailored capabilities to both desk and frontline workers in selected industries.

This study provides an analyst perspective on the opportunity to empower frontline workers with communications and collaboration tools. It includes data from a 2023 survey of global IT and telecom decision makers to quantify investment priorities and gain insights into tools used to enhance frontline worker productivity, comfort, compliance and safety. The study also spotlights key challenges, objectives, and growth opportunities in the healthcare vertical.

Research Objectives and Methodology

Research Objectives and Methodology
Respondent Demographics

Definitions and Key Findings

Introduction
The Frontline Worker Opportunity
Frontline Workers Defined
Equipping Frontliners with the Right Tools
Key Findings

Technology Perceptions and Investment Plans

Frontline Workers in the Organization
Important, Very Important, and Crucial Drivers for Investment in Communications and Collaboration Solutions
Important, Very Important, and Crucial Capabilities to Empower Frontline Workers
Very Important and Crucial Capabilities to Empower Frontline Workers-by Vertical
Technologies Organizations Provide to Frontline Workers Today
Technologies Organizations Provide to Frontline Workers Today-by Vertical
Technologies Organizations Plan to Provide to Frontline Workers by 2025
Technologies Organizations Plan to Provide to Frontline Workers by 2025-by Vertical
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025
Technologies Organizations Do Not Plan to Provide to Frontline Workers by 2025
Current and Future Enterprise Telephony Adoption to Enable Frontline Workers
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
Expected Change in PBX/Cloud or Mobile PBX Investments to Enable Frontline Workers
Expected Change in PSTN Calling Plans Investments to Enable Frontline Workers
Importance of Provider Capabilities When Selecting Communications Solutions to Support Frontline Workers
Very Important and Crucial Provider Capabilities When Selecting Communications Solutions to Support Frontline Workers-by Vertical
Top 3 Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals
Top 3 Factors Preventing Organizations from Meeting or Exceeding Frontline Worker Empowerment Goals-by Vertical

Industry Spotlight-Healthcare and Life Sciences

Key Challenges in the Healthcare Industry
Technology Investments Needed to Enable a Competitive Edge
Growth Opportunities for Communications and Collaboration Vendors in the Healthcare Industry

Appendix

Importance of Technology Investments to Better Support Frontline Workers-Manage Shifts and Schedules
Importance of Technology Investments to Better Support Frontline Workers-Access Applications and/or Data Remotely
Importance of Technology Investments to Better Support Frontline Workers-Work Collaboratively with Frontline Teammates
Importance of Technology Investments to Better Support Frontline Workers-Interact with Office Workers or Management Efficiently
Importance of Technology Investments to Better Support Frontline Workers-Track and Document Their Work
Importance of Technology Investments to Better Support Frontline Workers-Interact with Customers Efficiently
Importance of Technology Investments to Better Support Frontline Workers-Access Integrated Information Sources
Importance of Technology Investments to Better Support Frontline Workers-Improve Frontliner Safety
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Video Conferencing
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Team Spaces/ Group Chat
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Walkie-Talkie
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Paging
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Email
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-SMS
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Analog Fax
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Online Fax
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Learning & Performance Management Systems
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Tablets
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Mobile/Smartphone
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-IoT
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Mixed/Augmented/Virtual Reality
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Wearable Devices
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-Biometric Authentication Methods
Technologies Organizations Provide to Frontline Workers Today or Plan to Provide by 2025-DECT or VoWLAN Phones
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Enterprise Telephony
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Video Conferencing
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Team Spaces/Group Chat
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Walkie-Talkie
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Paging
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Email
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-SMS
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Analog Fax
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Online Fax
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Learning and Performance Management Systems
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Tablets
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Mobile/Smartphones
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-IoT
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Mixed/Augmented/Virtual Reality
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Wearable Devices
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-Biometric Authentication Methods
Plans to Increase or Decrease Investments in Technologies to Enable Frontline Workers in the Next Two Years-DECT or VoWLAN Phones
Importance of Provider Deep Knowledge of Your Industry's Challenges when Investing in Communications & Collaboration Solutions to Support Your Frontline Workers
Importance of Tailored Solutions for Your Frontline Workers' Unique Needs when Investing in Communications & Collaboration Solutions to Support Your Frontline Workers
Importance of Communications Solutions Integration with Mission-Critical Workflows when Investing in Communications & Collaboration Solutions to Support Your Frontline Workers
Importance of Provider Partnerships with Vertical Solution Specialistswhen Investing in Communications & Collaboration Solutions to Support Your Frontline Workers
Importance of End-to-end Solutions Portfolio when Investing in Communications & Collaboration Solutions to Support Your Frontline Workers
Importance of Dedicated Industry Vertical Experts within the Provider Organization when Investing in Communications & Collaboration Solutions to Support Your Frontline Workers
Growth Opportunities Fuel the Growth Pipeline Engine™
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
List of Exhibits
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