Leveraging Advanced Communications and Collaboration Solutions to Empower Frontline Workers, 2024

Often Overlooked, Frontline Workers are an Increasingly Important Part of IT Decision Makers’ Plans

Frontline workers play a vital role in the success of numerous organizations, forming the backbone of their operations. However, there is a growing disconnect between frontline employees and their colleagues, partly due to the absence of adequate communication and collaboration solutions.

While decisions regarding work locations are increasingly driven by productivity and collaboration requirements, frontline workers often remain overlooked. Frontline workers have distinct technological needs that greatly influence their day-to-day efficiency and productivity. To foster an effective work environment and achieve better outcomes, companies are starting to rethink their approach to supporting and engaging with frontline workers.

Enhanced communication and collaboration tools that can boost frontline workers' productivity and responsiveness to customer demands, making them more agile and efficient, are increasingly in demand. Expanding the use of such technologies can strengthen the connection between frontline workers and the broader team, encourage career growth, and improve the overall employee experience (EX).

The requirements of frontline workers differ significantly from those of desk-based employees. Vendors that adapt their products and services to meet the distinct needs of this workforce can tap into a vast, often underserved market.

Building on data from a 2024 survey of global IT and telecom decision-makers, this study provides insights into what challenges IT decision-makers face when serving frontline worker needs, what technologies are currently provided by IT and telecom teams to enable frontline workers to achieve their objectives, what technologies are decision-makers prioritising in the future, and how this is driving change to investment in frontline worker technologies. This study also highlights the different approaches vendors are taking to address opportunities presented by servicing the needs of frontline workers.