FIELD SERVICE. Field service personnel interact with clients
or equipment in the field. This personnel has traditionally had
limited access to company materials. Using 3G broadband
communications systems, field service personnel can access
documents (e.g., company catalogs and service manuals) and
example procedures (e.g., video clips), capture information
(e.g., using a digital camera to record an insurance claim), and
obtain assistance in the repair of equipment (e.g., connect systems
for remote diagnostics). Figure 4-11 shows a personal
digital assistant (PDA) that allows a field service representative
to access various forms of media. 167
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DOCUMENTATION MANAGEMENT
DOCUMENTATION MANAGEMENT. Documentation management
includes the capture, storage, organization, and coordination
of access to large amounts of text and image
information. This information may be stored at one or more
locations and the information may be accessed or transferred
to display devices (terminals), printers, or other repositories
(for long-term storage).
Documentation management allows manuals, procedures,
specifications, and other vital information to be instantly
accessible by authorized employees. Documentation management
can save a company a considerable amount in printing
reproduction costs, because all documentation is digital rather
than paper.
includes the capture, storage, organization, and coordination
of access to large amounts of text and image
information. This information may be stored at one or more
locations and the information may be accessed or transferred
to display devices (terminals), printers, or other repositories
(for long-term storage).
Documentation management allows manuals, procedures,
specifications, and other vital information to be instantly
accessible by authorized employees. Documentation management
can save a company a considerable amount in printing
reproduction costs, because all documentation is digital rather
than paper.
CUSTOMER CARE
CUSTOMER CARE. Customer care is the process of answering
customer questions about a company’s products or services. It
is estimated that over 65 percent of the cost of providing customer
support service originates from simple product and
billing questions.*
The cost of customer service is greatly reduced and customer
satisfaction is dramatically improved as customers and
suppliers are able to satisfy their information need via the
Internet. Furthermore, the capabilities offered by 3G wireless
Internet provide for even greater flexibility and convenience
from the field. The information gathered from the areas regularly
visited by a browsing customer allows companies to promote
similar products and services to them.
customer questions about a company’s products or services. It
is estimated that over 65 percent of the cost of providing customer
support service originates from simple product and
billing questions.*
The cost of customer service is greatly reduced and customer
satisfaction is dramatically improved as customers and
suppliers are able to satisfy their information need via the
Internet. Furthermore, the capabilities offered by 3G wireless
Internet provide for even greater flexibility and convenience
from the field. The information gathered from the areas regularly
visited by a browsing customer allows companies to promote
similar products and services to them.
BUSINESS KIOSKS
BUSINESS KIOSKS. Business kiosks are remote locations for
business retail centers. Business kiosks may be unmanned or
satellite offices that require connection to a head office or
stand-alone information centers that require periodic information
updating.
The use of business kiosks allows companies to expand
their market territories without significant risk or capital
investment. By utilizing wireless data connectivity, kiosks can
be installed quickly and at low cost.
Public Internet Kiosks are a type of pay phone booth that contains
a computer terminal that can access the Internet. For a nominal
price, a customer can check email or browse the Internet.
Most public Internet kiosks are scattered throughout public places
such as airports, train stations, convention centers, hotels, office
building lobbies, and shopping malls. These public Internet kiosks
can be used as a media center for information services.
Internet kiosks can be multipurpose or adapted to satisfy
specific needs. They can be used as automated teller machines,
travel service providers, ticket centers, and to provide other
business services.
In 1998, there were approximately 10,000 kiosks in the
United States, and the number is expected to rise to more than
100,000 by 2002. The typical cost of a kiosk is $35,000 to
$55,000, in addition to monthly space rental fees.
business retail centers. Business kiosks may be unmanned or
satellite offices that require connection to a head office or
stand-alone information centers that require periodic information
updating.
The use of business kiosks allows companies to expand
their market territories without significant risk or capital
investment. By utilizing wireless data connectivity, kiosks can
be installed quickly and at low cost.
Public Internet Kiosks are a type of pay phone booth that contains
a computer terminal that can access the Internet. For a nominal
price, a customer can check email or browse the Internet.
Most public Internet kiosks are scattered throughout public places
such as airports, train stations, convention centers, hotels, office
building lobbies, and shopping malls. These public Internet kiosks
can be used as a media center for information services.
Internet kiosks can be multipurpose or adapted to satisfy
specific needs. They can be used as automated teller machines,
travel service providers, ticket centers, and to provide other
business services.
In 1998, there were approximately 10,000 kiosks in the
United States, and the number is expected to rise to more than
100,000 by 2002. The typical cost of a kiosk is $35,000 to
$55,000, in addition to monthly space rental fees.
REMOTE CORPORATE NETWORK CONNECTIONS
REMOTE CORPORATE NETWORK CONNECTIONS. Remote corporate
network connections allow company employees to
access company networks and receive services (e.g., rapid file
transfer) as they would experience if they were located (working)
at the corporation. The rise in “virtual corporations” has
resulted from increased worker productivity, reduced facilities
costs, and satisfaction of environmental and regulatory requirements
for reduced number of commuters. It is estimated that
over 7 percent of all workers in the United States spend at least
some or all of their time as teleworkers. This growth in the
home-based work environment has been a major driver for
home and business network interconnection speed.
network connections allow company employees to
access company networks and receive services (e.g., rapid file
transfer) as they would experience if they were located (working)
at the corporation. The rise in “virtual corporations” has
resulted from increased worker productivity, reduced facilities
costs, and satisfaction of environmental and regulatory requirements
for reduced number of commuters. It is estimated that
over 7 percent of all workers in the United States spend at least
some or all of their time as teleworkers. This growth in the
home-based work environment has been a major driver for
home and business network interconnection speed.
VIDEO CONFERENCING
VIDEO CONFERENCING. Video conferencing combines dedicated
audio, video, and communication networking technology
for real-time interaction. Companies use video conferencing to
reduce or eliminate travel while allowing employees to interact.
New applications such as Microsoft’s NetMeeting, offer
conference attendees at two (or more) locations real-time voice
and video conferencing. In addition, many video conferencing
applications include collaborative application sharing (for
shared presentations), multiperson document editing, background
file transfer, and a whiteboard (real-time shared interactive
displays) to draw and paste on. The projected lower cost
and high-bandwidth capability of next generation wireless systems
will allow more cost effective and portable video conferencing
services.
Figure 4-10 shows a wireless video phone product concept
by Nokia. This video phone can both send and receive images
via high-speed wireless systems.
audio, video, and communication networking technology
for real-time interaction. Companies use video conferencing to
reduce or eliminate travel while allowing employees to interact.
New applications such as Microsoft’s NetMeeting, offer
conference attendees at two (or more) locations real-time voice
and video conferencing. In addition, many video conferencing
applications include collaborative application sharing (for
shared presentations), multiperson document editing, background
file transfer, and a whiteboard (real-time shared interactive
displays) to draw and paste on. The projected lower cost
and high-bandwidth capability of next generation wireless systems
will allow more cost effective and portable video conferencing
services.
Figure 4-10 shows a wireless video phone product concept
by Nokia. This video phone can both send and receive images
via high-speed wireless systems.
BUSINESS APPLICATIONS
BUSINESS APPLICATIONS. Mobile office and intranet (internal
company Internet) applications are essential for business and
corporate users. Business users are usually the highest spending
and highest usage market segments.
The initial demand for wireless services will likely be generated
by the business and vertical (specific industry applications
that solve a business problem) sectors, because business
customers have the greatest need for the high-speed services.
These services need to be time-critical (existing business users
are frustrated by the slow speed of cellular data). It is also easier
to justify a financial benefit for business users compared to
residential (entertainment) users.
Business users have the greatest need for applications such
as file transfer or email with attachments using mobile (location
independent) delivery. These applications could be significantly
improved by the increase in data speed as offered by 3G
wireless systems. Mobile data applications are already being
used in specific types of companies, such as utilities, to operate
and maintain critical facilities. Companies that use mobile
data for these applications are committed heavy users.
company Internet) applications are essential for business and
corporate users. Business users are usually the highest spending
and highest usage market segments.
The initial demand for wireless services will likely be generated
by the business and vertical (specific industry applications
that solve a business problem) sectors, because business
customers have the greatest need for the high-speed services.
These services need to be time-critical (existing business users
are frustrated by the slow speed of cellular data). It is also easier
to justify a financial benefit for business users compared to
residential (entertainment) users.
Business users have the greatest need for applications such
as file transfer or email with attachments using mobile (location
independent) delivery. These applications could be significantly
improved by the increase in data speed as offered by 3G
wireless systems. Mobile data applications are already being
used in specific types of companies, such as utilities, to operate
and maintain critical facilities. Companies that use mobile
data for these applications are committed heavy users.
ACCESS AND CONNECTIVITY-ENABLED SOLUTIONS
This category includes both horizontal and vertical applications
and services that are enhanced by wireless. The applications and
services described in this section will often make use of portable
computers such as laptops, which are able to provide value primarily
due to connections in locations where connections are
not easily obtained. A wide range of industries will benefit from
wireless connectivity and services; these include intranet and
company database access, plus mobile office applications such
as file transfer and workgroup applications. The key vertical
applications in this category include operational and automation
applications, such as sales order entry and dispatch. Other integrated
vertical applications may serve specific sectors in a growing
number of consumer, education, and healthcare markets.
Key drivers for business-oriented applications and services are:
• Basic connectivity to the Internet or corporate network—
access to more than specific applications.
• Ability to set up and install communications access quickly
and in areas where fixed line access is not readily available.
• Enabling of remote access while mobile.
Some of the application areas where wireless mobility will
add value include the following:
and services that are enhanced by wireless. The applications and
services described in this section will often make use of portable
computers such as laptops, which are able to provide value primarily
due to connections in locations where connections are
not easily obtained. A wide range of industries will benefit from
wireless connectivity and services; these include intranet and
company database access, plus mobile office applications such
as file transfer and workgroup applications. The key vertical
applications in this category include operational and automation
applications, such as sales order entry and dispatch. Other integrated
vertical applications may serve specific sectors in a growing
number of consumer, education, and healthcare markets.
Key drivers for business-oriented applications and services are:
• Basic connectivity to the Internet or corporate network—
access to more than specific applications.
• Ability to set up and install communications access quickly
and in areas where fixed line access is not readily available.
• Enabling of remote access while mobile.
Some of the application areas where wireless mobility will
add value include the following:
ENTERPRISE LOGISTICS
ENTERPRISE LOGISTICS. Wireless networks offer the ability to
track the position of mobile phones (within a limited distance)
and provide information services based on the determination of
the location. Navigation and tracking service are highly valued
by users in key market sectors such as truck dispatch management
and public vehicle management (e.g., buses).
track the position of mobile phones (within a limited distance)
and provide information services based on the determination of
the location. Navigation and tracking service are highly valued
by users in key market sectors such as truck dispatch management
and public vehicle management (e.g., buses).
TARGETED ADVERTISING
TARGETED ADVERTISING. Targeted advertising is the customizing
and individual tracking of advertising to the specific
recipient of the advertisement. Wireless Internet systems can
customize, deliver, and track multimedia advertising to specific
groups of individuals.
Advertising is traditionally associated with the promotion of
branded goods and services. Because of the intolerance issues
of users in the wireless environment such as paying for incoming
calls and airtime privacy invasion, advertising should be
positioned differently with different associations. Advertising
over wireless should be linked to content, location, and e-commerce,
which will enable advertising to be positioned as a useful
service.
and individual tracking of advertising to the specific
recipient of the advertisement. Wireless Internet systems can
customize, deliver, and track multimedia advertising to specific
groups of individuals.
Advertising is traditionally associated with the promotion of
branded goods and services. Because of the intolerance issues
of users in the wireless environment such as paying for incoming
calls and airtime privacy invasion, advertising should be
positioned differently with different associations. Advertising
over wireless should be linked to content, location, and e-commerce,
which will enable advertising to be positioned as a useful
service.
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