Device Management is Critical in Enterprise Environments

Discussions between people are the core of every relationship, and the same holds true within your business environments –  such as retail and grocery – when customer satisfaction is critical to your bottom line. Whether the call is with store associates, customers, or vendors, most transactions require some level of conversation. While no one expects every call to be perfect, the bar for call quality is high, and when it is not consistently met, your employees will let you know. The problem for IT and Telecom staff is that issues with call quality are often intermittent, rarely reported at the time of the call, and when reported, the issues are often vague such as:

• Call dropped
• There was a bunch of static, but it went away after 5 seconds
• The phone just does not work as it should

Supporting your phone system requires supporting a system of complex networks and interconnected devices and services that include:

• Wireless handset (the phone)
• Wireless network (Wi-Fi or DECT)
• Wired network consisting of routers and switches
• PBX or UCaaS provider
• Landlines

While frustrated users tend to point to the phone as the problem, they often do not realize that the phone is only one of the many components of the system required to make a call and that issues with any component will likely result in poor voice quality. In short, the handset may not – and is likely not – usually the problem. When everything works as expected, call quality is good, but networks are complicated, packets get lost, routers fail, and wireless coverage changes when the environment changes, like when your employees are in the stock room versus when they are out on the store floor. But how do you easily determine the cause of your dropped call?

Device Management has now become a critical component of any enterprise mobility solution. Having the tools to manage and troubleshoot the fleet of devices in the hands of your retail associates means less downtime due to problems, so customer service has the least impact possible. While EMMs and MDMs are a great start, they can often be complex.

Meet AMIE® from Spectralink. AMIE enables IT and Telecom Administrators to not only determine their overall voice performance but also provides them with a detailed trail of each issue and the information to identify and resolve root causes. AMIE also helps with battery management, so store associates never have to worry about their phones running out of charge when speaking with a customer. And AMIE can help determine the location of your devices, so if an associate accidentally left a phone on a shelf in a back room or put their device in a drawer, it is AMIE to the rescue to help narrow down the location of your device.

For more information on how AMIE can reduce your support requirements and improve your call experience in your frontline Retail and Grocery environments, visit https://www.spectralink.com/products/device-analytics/ or complete the form below to request a demo from our team.