SOURCE: Aberdeen Group

September 09, 2008 14:45 ET

Driving Productivity With Voice Over WiFi Technology

Best-in-Class Organizations Achieved a 51% Increase in Workforce Productivity Through the Use of Voice Over WiFi Tools

BOSTON, MA--(Marketwire - September 9, 2008) - In the newly released benchmark report "Voice Over WiFi in the Enterprise: No Wires, No Bars, No Problem," Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), found that Best-in-Class organizations achieved a 51% increase in workforce productivity by deploying voice solutions over their wireless network. This study collected data from more than 200 end-user organizations and found that these companies are increasingly deploying voice over WiFi solutions in order to improve the flexibility of the workforce and become a more mobile organization. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=4889.

As enterprise-wide usage of wireless LAN technology increases, companies are seeking new ways to drive value from this investment in infrastructure. Prior Aberdeen research revealed that beyond simple email and internet access, organizations are increasingly leveraging their wireless network for voice solutions. Poor cellular coverage in rural areas or working environments that inhibit a reliable signal are major barriers to some organizations looking to provide enhanced mobility to their organization. By developing a holistic strategy for voice over WiFi -- including a reliable wireless infrastructure, the appropriate tools to manage that infrastructure, and the proper wireless devices for the organization -- top performing companies attained substantial improvements in workforce mobility and drove down cellular service costs. Best-in-Class organizations were able to achieve these performance improvements through an efficient combination of organizational capability and technology enablers such as QoS (quality of service) tools and wireless intrusion detection and prevention systems. Drawing on a solid foundation of organizational capability the Best-in-Class were able to realize a 26% year over year reduction in the cost of cellular service, a stark contrast to Laggard organizations that experienced a 12% increase in cellular service costs over the same period.

"Companies large and small face elevated levels of expectations both externally from their customers, and internally from their own workforces. Achieving top-notch customer responsiveness requires arming the workforce with the flexibility to communicate and collaborate with colleagues and stakeholders anywhere, anytime," explains Michael Lock, Senior Research Associate for Technology Markets at Aberdeen Group. "Weak or spotty cellular service is not an adequate excuse for not having this flexibility. Lacking the ability to communicate seamlessly can hinder an organization's productivity, and eventually thwart their ability to properly service customers in a way necessary for top line growth. Voice over WiFi technology is positioned to generate the type of mobility and employee flexibility needed to address these issues."

The report is aimed at educating the end-user community as to how Best-in-Class organizations are building a strong portfolio of organizational capability and leveraging a suite of technology enablers to bring about marked improvements in workforce productivity and mobility. The report recommends clear actions for Industry Average and Laggard organizations to achieve these types of performance improvements and draw closer to the Best-in-Class.

A complimentary copy of this report is made available due in part by the following underwriters: CounterPath and Extricom. To obtain a complimentary copy of the report, visit: http://www.aberdeen.com/link/sponsor.asp?cid=4889.

To access all of Aberdeen's complimentary research please visit http://research.aberdeen.com.

About Aberdeen Group, a Harte-Hanks Company

Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions.

As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.

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