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Entries » Blog » Keeping Customers Happy By Connecting Colleagues

Keeping Customers Happy By Connecting Colleagues

Created Jan 19 2016, 6:00 AM by Danielle Doo

No matter what industry you’re in, instant communication between colleagues across the company can be a challenge. Teams operating in remote areas use two-way radios while supervisors back in the office are using their laptops or mobile phones. What if you could build on your existing communications investment to connect the right people wherever they are, whatever they do?

From two-way radios to smartphones, laptops to landlines, tablets to rugged handhelds – no one is beyond reach.

TOOLS FOR COLLABORATION
All of this is possible with WAVE Work Group Communications. Developed and refined over ten years and widely deployed throughout the world in military, public safety and commercial worlds, WAVE is the only software platform today that can provide seamless interoperability between disparate radio systems. It also extends radio communications over other networks to a multitude of different devices - smartphones, PCs, desk phones and enterprise collaboration applications. Then there's the radio-like push-to-talk (PTT) communications between just smart devices over any 3G/4G LTE network as an over-the-top service.

Delivering instant and secure end-to-end PTT communications capability throughout the business helps drive team collaboration and faster decision making; both must haves in any industry where efficiency of operations drives customer satisfaction and bottom line performance.

COLLABORATION IN PRACTICE
So, let’s see how WAVE can help when an IT problem arises that is affecting customers.

It's the weekend, but real-time data delivery to the central management team means they are aware of the issues and are talking directly to key personnel from PCs equipped with WAVE desktop clients.

In an adjacent meeting room, a team of supporting staff has gathered to troubleshoot the problem. A WAVE bridge is allowing everyone in the room to participate in the conference call, as well as managers at their consoles and remote personnel that have been alerted and who have dialed into the call.

An important member of the IT team is not in the office but has been contacted. He's at a family get together. Fortunately he can use any available PC and brings up a WAVE web browser application to access the same communication channels available to the other operations staff. His contributions are critical and timely. He takes out his iPhone and signs in to this WAVE mobile client. A wireless headset allows him to rejoin the family while discreetly listening into the ongoing troubleshooting. If necessary he can step aside and use his iPhone and push-to-talk again.

Before long, a solution has been agreed by the expanded team. A piece of equipment has malfunctioned and needs to be replaced, the supplier has been contacted to see if they can find and deliver the a replacement. This provider uses Microsoft SharePoint to manage its global parts inventory portal and a WAVE plug-in for SharePoint allows a dispatcher to work directly with the IT workers to correctly identify the needed component and prioritise its collection and shipment.

Although this is a fictitious scenario, the WAVE use cases are entirely real. With WAVE Work Group Communications, you will never have to worry if your key personnel are on 'your' network with the right device. WAVE removes barriers to full and complete collaboration and communications interoperability, regardless of network device and user location.

It's just another reason why you can count on Motorola Solutions to listen to what you need and then go on to build it so you can keep your customers happy.

For more information, visit our website.

Danielle Doo is a Solutions Marketing Manager at Motorola Solutions.