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FMC FAQs
What is “FMC”?
Why should I be interested?
How would this apply to my business?
How will this change my business models?
What sort of solution options do I have?
What sort of improvements could I expect?
How much disruption would this cause?
How much staff training would be required?
What sort of support am I likely to need?
How can I know that I’ll get value for money?
What is “FMC”?
FMC stands for “Fixed-Mobile Convergence” and refers to the increasing overlap in service provision between fixed line telephony and mobile (cellular) telephony systems. Both systems are increasingly capable of providing user features that originated in the other system. It is anticipated there will continue to be less differentiation from the users point of view between fixed and mobile telephony both from a cost and usability perspective.
Why should I be interested?
Fixed Mobile Convergence will provide opportunities and advantages for businesses that understand how to exploit its potential. It promises to extend the range of services available to all forms of telephony irrespective of whether the network used is fixed line, cellular or wireless. Additionally, given the increase in broadband usage and the capabilities of handsets to interoperate with the internet, the potential expansion in provision of converged services is huge.
How would this apply to my business?
In effect this enables the expansion of your existing communications service and potentially offers
improvements such as:
• better accessibility for customers
• better internal communications
• improved provisioning for instant updating of information
• wider geographical access to information systems
• extended service capabilities both internally and for customers.
Taken together these can have a dramatic effect on quality of service and easier monitoring and maintenance of improved standards.
How will this change my business models?
Moving to FMC solutions will not automatically mean a huge change in terms of business operations but it can make significant cost savings for you and your customers. However, with the option of increased remote access to IT systems and critical applications such as CRM software it will increasingly provide greater options in terms of staff location. Flexible arrangements that include remote and home working are increasingly popular and will enable organizations to structure services more closely to patterns of customer demand.
What sort of solution options do I have?
FMC based solutions start at the point of integrating mobile handsets into the existing corporate telephony solutions. This can be through an upgrade to an existing PBX or the adoption of more complex solutions that significantly extend the available functionality and manage the system through PC based interfaces. Through options such as creating mobile client versions of corporate software solutions, there is also the possibility of fully integrating mobile handsets into the business critical applications within the enterprise IT system. This would typically include Customer Relationship Management software, access to key information databases, and Field Force Automation software where appropriate, although most PC based applications could have mobile client versions.
What sort of improvements could I expect?
Appropriate FMC solutions can provide immediate benefits in terms of customer response times, quality of service and internal communications. Return on investment can be achieved through cost savings on telephony, increased productivity and reduced levels of customer complaints. FMC based solutions can also potentially assist in information and knowledge management and business process reengineering.
How much disruption would this cause?
The extent of any disruption would depend on the nature of the solution being adopted. In most cases you would typically be looking at extending existing business models and working methods so that disruption would be minimized. However in situations where systems are being replced, the disruption would necessarily be greater.
How much staff training would be required?
Typically, most staff would have had some exposure to mobile devices and PCs so that the learning curve should not be too steep. In a situation where smartphones are to be deployed in significant numbers, there are likely to be members of staff that would require some device training especially on the range of communication and data input options available, however most phones are menu and icon driven so don’t radically differ from basic PC operations.
What sort of support am I likely to need?
This will depend to a large extent on the type of solution being adopted. Relatively simple improvements such as an FMC based PBX may require minimal levels of continuing support once set up as these products are well established. Bespoke software solutions that interoperate with the IT network and handsets may require more support in the form of enhanced versions that are compatible with both new handsets and upgrades to the corporate IT system.
How can I know that I’ll get value for money?
Before adopting any solution, areas of costs savings and productivity improvements should clearly be identified and be realistic given the scope and nature of the business involved. While adopting up to date technologies can be advantageous, it must be in response to identified future needs.
