The Future of Communication for Deskless Workers
Deskless workers—who make up 80% of the global workforce—often rely on outdated communication tools, from radios to phone calls. The landscape for communication in these roles is evolving, with companies like Zinc (acquired by ServiceMax) paving the way by blending real-time collaboration with service execution. In addition to Zinc’s innovations, our work with Switchboard 1.0 has shown us how critical real-time audio is for keeping deskless workers connected and supported.
Zinc and the Power of Integrated Communication
Zinc initially focused on frontline communication for industries like healthcare, retail, and field services, emphasizing real-time messaging, voice calls, and video. After its acquisition by ServiceMax, Zinc’s capabilities were combined with field service management, giving workers a platform to communicate and manage tasks within the same ecosystem. This integration helped service workers solve problems on the go, reducing downtime and making assistance just a call away.
Our Switchboard 1.0 Experiments in Deskless Communication
With Switchboard 1.0, we explored audio solutions that could empower deskless teams by ensuring clear, reliable communication. We focused on real-time audio, enabling team members to connect instantly without needing to dial in or switch apps. These experiments underscored the importance of audio clarity, ease of use, and battery efficiency—especially in noisy environments like construction sites or hospitals.
The Future: Smart, AI-Enhanced Walkie-Talkies
The next generation of deskless communication is likely to feature smart walkie-talkies with built-in AI. Imagine a device that combines the ruggedness and simplicity of a traditional walkie-talkie with the intelligence of modern voice assistants. With AI-driven features like automatic noise suppression and contextual voice commands, workers could communicate hands-free, seamlessly switch between tasks, and access relevant information on demand.
For example, smart walkie-talkies could use AI to analyze voice patterns, identifying when a worker is requesting information versus talking to a colleague. These devices could even integrate with service management software, enabling workers to file reports or receive task updates via voice commands.
Always-On Connectivity and Safety
Safety is a top priority for deskless workers, and always-on connectivity can provide a vital link to emergency support. Future communication devices might feature “always-listening” technology that can recognize distress signals or automatically detect when a worker needs assistance. Hands-free controls and easy voice-activated commands mean workers can stay connected even in challenging environments without having to remove gloves or tools.
Bridging the Communication Gap
Companies like ServiceMax and innovative platforms like Switchboard are setting the stage for a more connected, efficient future for deskless workers. By combining robust communication with task management and AI-powered features, the future of deskless work will prioritize instant support, safety, and seamless information flow. As technology evolves, we’re likely to see smart devices that keep workers safe, efficient, and connected, no matter where their job takes them.