Fixed Mobile Convergence is an important aspect of many communication and customer service strategies in the digital world.
FMC or Fixed Mobile Convergence would allow an agent to start a conversation with a customer in the office, then continue that conversation from their smartphone, using the same security and privacy regulations, when a desk phone is no longer available.
Fixed Mobile Convergence aims to bridge the gap between wired and wireless communications, and it’s something that’s been growing in popularity for some time. However, it’s only recently, with the rise of mobile working, that many organisations have begun to start assessing the benefits of FMC in greater depth.
Defining FMC for Customer Service
The easiest way to understand Fixed Mobile Convergence is to examine the technology’s basic components. The “fixed” part of the system refers to the fixed, wired lines in the communication stack. This might include the telephone lines for a contact centre, and the internet connections that employees use to reach clients.
The “mobile” aspect is the part of the equation that’s moveable, such as smartphone telephones and portable devices. In the past, these systems existed completely independently of each other, offering their own unique benefits, and presenting specific challenges.
Fixed Mobile Convergence brings the two worlds together to improve the way we share and access data, whether it’s voice information, video, or text. The FMC world would allow users to connect seamlessly in the same environment, wherever they were, and whatever device they needed to use.