The New Reality for Customer Engagement
Date: 5/31/2018 @ 1 p.m. ET
Conclusion 01: Employee Mobile Services
The most widely implemented mobile offering for employees is dial-up e-mail service for Windows laptops. But organizations are planning to branch out into new applications for their specific industries and to support remote wireless access for a variety of devices.
The most popular mobile application for employees by far is e-mail, with 97% providing mobile access. Applications accessing corporate databases and the corporate intranet come next, both at 70%. The least offered application is instant messaging, with only 40%.
More remote dial-up services for employees are offered for Windows laptops than any other platform, at 96%. In contrast, only 19% support Apple laptops. Palm OS and Windows CE handhelds are used by 22% and 19%, respectively. For remote wireless services, Internet-enabled mobile phones (phones that can access customer and other corporate data from remote servers), pagers and mobile e-mail devices are supported by 51%, 50% and 46%, respectively.
Future plans focus on customized industry-specific applications, at 46%. Except for e-mail, all other options, such as database and intranet access, range between 34% and 40% of respondents. CIOs also signaled strong intentions to support remote wireless offerings for Windows laptops (54%), mobile e-mail devices (53%) and Palm OS handhelds (51%).
Remote access from home is supported by three fourths of respondents. Larger companies pull this average up, with 82% supporting home access.
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