SHARE



ABOUT THE AUTHOR


Gary Audin
Gary Audin is the President of Delphi, Inc. He has more than 40 years of computer, communications and security...
Read Full Bio >>
SHARE



Gary Audin | January 23, 2015 |

 
   

The Enterprise Still Needs Landline Phones

The Enterprise Still Needs Landline Phones Recent Pew research finds the landline reigns supreme over cell/smartphones as one of the most useful tools for in-office workers.

Recent Pew research finds the landline reigns supreme over cell/smartphones as one of the most useful tools for in-office workers.

There have been numerous discussions of the death of the landline and the rise of the wireless phone. But is this true for the enterprise? I don't think so. Would you expect all the customer agents in a contact center to be answering cell phones rather than wired phones?

The Pew Research Internet Project survey, "Technology's Impact on Workers," examined the use of technology in the workplace, and the results are somewhat different than what consumer technology users express.

Tools for the Online Worker
The survey concluded that the most useful online tools are email first and the Internet second. Surprise, landline phones are more important than cell or smartphones. The landline received a 35% endorsement while the cell/smartphone came in at 24%. Social networking sites are a distant fifth. If you count the T1/PRI and SIP trunking access in the landline category, then you can see that landlines remain an important network connection asset for the enterprise.

Email and Internet access are particularly important to white collar workers, which include executives, business owners, managers, and clerical staff. Many pundits believe that email overuse reduces productivity by creating distractions at work. This is interesting in light of the spam, phishing, and hacking attacks that are often encountered. It turns out that 59% of the workers that at least occasionally work outside the workplace consider email and the Internet key to their productivity.

portable

The Online Office Worker vs. the Non-Office Worker
Those who work in an office have different opinions about online tools when compared to those who do not work in an office. (See the chart below.) Email is three times more important to the office worker than the non-office worker. I have worked out of my home for 30+ years, and I consider email to be my most important online tool, far more important than any other medium.

The Internet is two and a half times more important to the office worker, while the landline remains more important than the cell/smartphone for the office worker. Although social networking is low on the list, the office worker considers it more important than the non-office worker.

portable

Working Outside the Office
The trend for workers to perform their work outside the office continues to grow. Many white collar workers could perform their tasks with few visits to the office. The chart below shows that 21%, about one-fifth, frequently work outside the office. In this case, the cell phone is deemed more important than the landline phone.

portable

Two Ends of the Conversation
Any communications connection will have two or more participants. When the two participants are in the office, it is more likely that the landline or IP phone will be used. If the other end is an out-of-office person, the cell phone becomes the more likely connection. The pundits who predict the total disappearance of the landline in the next few years are probably optimistic.

The enterprise locations may drop their copper wire connections, but they will not drop their T1/PRI or SIP trunk connections. The copper wired landline will take some time to disappear, so the wired connections over T1/PRI SIP trunk connections will have a long life. These wired connections will probably never disappear altogether. So the wireless phone will become more common for the out-of-office worker, while the wired connection will remain constant for the enterprise end of the conversation.

The Survey
The results are based on an online probability survey conducted in September 2014 among a sample of 1,066 adult Internet users, 18 years of age or older. The survey included 535 adults employed full-time or part-time, who are the basis of this report. The survey was conducted in English by the GfK Group using KnowledgePanel. The sampling error for the subsample of 535 working adults is plus or minus 4.9 percentage points at the 95% level of confidence.

Register for Enterprise Connect Orlando 2015 and attend Gary Audin's session, "Right-Sizing Your SIP Trunk Procurement" on Wednesday, March 18.





COMMENTS



April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.