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At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
Less is More: Federating Desktop and Mobile Apps Under a Unified App Portal
As mobile apps become more critical to business operations, having a single app store for laptops, desktops, and smart devices will become highly important to administrators and lines of business (LOB). Private enterprise app stores allow end users to self-provision apps, and offer IT administrators a portal to push apps and app updates, configure apps, monitor app versions and app licenses, and collect app usage data. Currently, many companies use a platform like Microsoft System Center Configuration Manager (SCCM) for desktop management, but the landscape of enterprise mobile app stores is far more fragmented. The major mobility management vendors offer mobile app stores, either building proprietary enterprise app stores or acquiring a smaller company to add private app stores to their respective portfolios, and many niche mobile application management (MAM) vendors include this, as well. The challenge organizations will face is how to best integrate their chosen desktop and mobile platforms. Several vendors offer a “unified” app store—allowing administrators to govern desktop, mobile, and web apps and end users to download apps as they please. Organizations are still getting comfortable with mobility and building out infrastructure systems. But, we expect unified apps stores to become commonplace in the enterprise in the next two years as organizations get more comfortable with mobility management and seek process efficiencies.