- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- PilotHouse - UCC
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
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.
Mobile Application and Device Strategies
It’s no secret that consumerization makes IT administrators’ jobs more difficult. Rather than accounting for one or two operating systems, IT needs to manage a heterogeneous mobile device environment. This includes Android, iOS, Windows Phone, and BlackBerry devices. We’ve seen the IT operating model shift from traditional Information Technology (IT) to enterprise technology (ET), where IT needs to both secure devices and work with lines of business to leverage them for business benefits beyond email, calendar access, and Personal Information Management (PIM).
Several trends emerged as a result of these new challenges IT faces. Leveraging a Mobile Device Management (MDM) platform allows IT to secure and support devices regardless of the operating system. Beyond MDM, other technologies such as Mobile Application Management (MAM) and Mobile Content Management (MCM) offer security and productivity systems that help end users be more productive while in a compliant posture. Because apps drive the mobile experience, leveraging a Mobile Application Development Suite (MADS) is increasingly important for mobility success. Lastly, IT looks to cloud-based solutions to simplify operations and reduce costs when deploying these technologies.
In this report we highlight core technologies, key differentiators, and trends exhibited by vendors ranging from conglomerates to niche shops that fill gaps where bigger fish may not play. This is not an exhaustive list of capability matrixes. Rather, we uncover feature sets and other distinguishing variables that set vendors apart. You may not need every level of mobile management services today, but as a market growing exponentially, familiarity with the technologies and players will prepare you for when LOBs come banging on the door for extended functionality from their smartphones and tablets.