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UCaaS Mobility 3: Dave Michels on the Next Wave of Mobile-First Enterprise Communications, Podcast
At the Crexendo UGM, Dave Michels, Principal Analyst & Founder of TalkingPointz, sat down with Doug Green, Publisher of Technology Reseller News, to unpack “UCaaS Mobility 3” — a pragmatic, mobile-first model that moves enterprise calling from over-the-top apps to the cellular layer itself. Michels framed three generations of UCaaS mobility. Mobility 1 (find-me/follow-me) forwarded calls but split voicemail and caller ID. Mobility 2 (OTT softphone apps) worked well on strong internet — but faltered in truly mobile conditions (highway handoffs, variable coverage), pushing users back to personal cell numbers. Mobility 3 fixes this by placing the enterprise line on the SIM/eSIM: users choose business or personal at dial time, and enterprise calls ride native cellular voice for reliability, with full logging, recording, and policy control. The result: intuitive smartphone use (native dialer/contacts), optional UCaaS app, and clean work/personal separation without MDM intrusiveness. Michels highlighted why this matters now: Reliability on the move: Native cellular voice eliminates OTT fragility in transit. Compliance & CX: Enterprise calls and texts are captured and governed (finance, healthcare, education), and contact centers can transfer to subject-matter experts without losing recording/analytics. Frontline & deskless workers: Mobility-first roles (e.g., field services) can finally get enterprise-grade mobile that “just works.” Simplicity for IT & MSPs: One number can move across hard phone, soft client, and smartphone; less training and fewer behavior changes. Carrier convergence: With MVNO models (e.g., Crexendo’s newly announced Xtend approach), service providers can bundle meetings, UCaaS, messaging, calling, and cellular — even globally — under a single brand and bill. Looking forward, Michels envisions “no more softphones” for many roles: users keep one phone, one dialer, two identities (business/personal), and enterprises preserve governance and data for AI-assisted analytics. For MSPs and resellers at UGM, the message was clear: Mobility 3 is a near-term, standard approach that elevates UCaaS into true mobile telephony, expands deal size and stickiness, and opens regulated and frontline segments. Explore more of Michels’ analysis at TalkingPointz.
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