By Chris Hill, VP of advanced, mobility solutions, AT&T, www.att.com
Harness the power of live video, voice, and chat for better problem-solving and improved productivity.
The consumption of video over the last several years has experienced what can only be called an explosion. Just log onto YouTube, and you can see tens of thousands of uploaded video clips. Analysts predict that video will represent an overwhelming volume of the world’s mobile data traffic within the next four years. While you’re most likely aware of the popularity of video, you may be wondering about the relevance of mobile video services for your company and how to put live mobile video to work for your employees.
The Consumerization Of
IT Surfaces Again
Workers in many industries
increasingly expect to be able
to bring the services they use
in their personal lives into
their work environments. To
this end, the creation and
sharing of user-generated videos
clearly suggests that users
will expect video to be a part
of the communications toolkit
they use at work. Given a
greater choice of more powerful
mobile devices combined
with faster networks, now is the right time to
think about harnessing the power of mobile video for
In What Situations
Is Mobile Video Beneficial In Field Service?
There are numerous situations where your field workers
can greatly benefit from adding video to their communication
toolkit. Because video can work better
than print or audio to convey a message, "show rather
than tell" exchanges could bring evident productivity
Your field technicians may be faced with a situation
they cannot resolve on their own, where voice
and text alone may not be sufficient to describe the
issue to a remote supervisor. As a consequence,
the maintenance or repair may not be solved on
the initial appointment, requiring the ticket to be
returned to the queue in order to be assigned to a
more experienced technician.
Imagine how mobile live video could help your
field workers call an office-based expert and say
"let me show you." Because video uses our visual
and audio clues, we are able to imagine ourselves
solving the problem, and your video-enabled technicians
will get the best possible support to resolve
tough and complex tasks.
Mobile Video Increases Productivity,
Improves Customer Satisfaction
Not only can live mobile video put you on the road to
major productivity gains, it can also help you increase
customer satisfaction. By giving your service and field
technicians the means to effectively collaborate with
remote experts, they will more frequently be able to
"fix it the first time" and reduce the average service
time. The overall impact on your customer satisfaction
rates can be substantially positive.
In addition, important costs savings can be
achieved by avoiding extra dispatch of resources to
customer locations. You may even decide to send
smaller crews or less experienced personnel in the
field, knowing that you can support them remotely
with an extra pair of eyes.
There's no better time to put the power of live
mobile video to work for your business.
Think about how you could make a more efficient
use of your Subject Matter Experts. By reducing
the number of trips and saving considerable travel
time, your most experienced experts can assist on
more operations. Remote mobile video sharing
capabilities can even help make your company
more "green" by reducing your carbon footprint.
The age of mobile video has come. Now is the
perfect time for you to empower your employees
to collaborate and problem-solve more efficiently.
Combine innovative mobile + live + video, and
drive your business productivity forward!