Have Modern UC Deployments Failed to Account for Frontline Workers?

This Industry Viewpoint was authored by Nick Muir, General Manager for EMEA at Spectralink.

When companies calculate the ROI of modern unified communications (UC) deployments such as Microsoft Teams, they typically focus on white-collar workers who spend a lot of time at a keyboard or in meetings. Yet, around 80% of the global workforce is made up of frontline workers[1] — key employees such as nurses, factory workers, retail associates, and facilities staff, who rarely sit at desks. Too often, where the formal office environment ends, so does the fully connected experience — especially if workers are entering rugged environments or zones with patchy connectivity.

Dependable and clear voice communications may be especially critical if rapid contact is needed, or employees have their hands full. On top of problems with consistent connectivity, challenges can arise with the devices themselves. Standard desktop or mobile clients are typically inadequate for environments where noise, hygiene protocols, ruggedization requirements, and safety regulations feature heavily.

Sectors at pronounced risk

In healthcare, devices must withstand rigorous disinfection protocols between shifts. Communications coverage must remain reliable throughout complex building structures, in basements and reinforced areas that may have poor wireless connectivity. Integration with nurse call systems, patient monitoring platforms, and electronic health records is essential for clinical workflows. If broadband networks are knocked out, connections drop, or devices aren’t fit for purpose, the entire care delivery model could be at risk.

Manufacturing environments require continuous coordination whatever the noise levels, for both operational efficiency and safety. Communications must integrate with production and inventory systems. Mandatory worker safety features, such as panic alarms and motion sensors, become non-negotiable in hazardous environments.

Retail operations require customer-facing staff to access inventory information, pricing details, and product specifications in real time. When frontline communication devices are integrated with inventory management systems, associates can verify stock availability across locations without abandoning customers. In many smaller retail environments, employees are still often bound to a single landline; if they move, calls go unanswered.

Failsafe communication provisions

When organizations invest heavily in cloud-based UC platforms, they assume that one of the benefits is that communication capabilities will remain available when needed. But when broadband outages occur, standard UC deployments become unusable. For frontline staff in safety-critical environments, this represents genuine risk.

Technologies including DECT (Digital Enhanced Cordless Telecommunications) are a viable option here, creating dedicated communication channels that persist irrespective of Wi-Fi or LAN status, while still enabling peer-to-peer calling and full UC platform integration during normal operations. DECT systems are inherently more difficult to compromise than Wi-Fi or cellular networks too, operating on dedicated frequencies with their own authentication protocols. In an era of increasing cyber threats to critical infrastructure, this provides an additional security layer.

For employers, the risks around frontline employee provisions are amplified by worker safety regulations. Europe is highly prescriptive in its lone worker requirements. In the U.S., Kari’s Law mandates that incident alerts are routed simultaneously to internal security and emergency services, while RAY BAUM’s Act requires dispatchable location information, including specific room and floor data[2]^,[3].

Bridging the frontline communications gap

In 2026, frontline workers should be central to any pending digital transformation plans. Today, failing to extend full, failsafe UC to harder-to-reach worker populations is a business risk in any industry.

Recognizing the frontline communications gap is an important first step. The next is doing something about it.

Extending resilient, full-function UC capabilities beyond a standard office setting can introduce specific technical hurdles, particularly in rugged or out-of-range environments. Standard UC clients or devices rarely suit frontline environments where ruggedized equipment, dedicated emergency buttons, and specialized features may be mandatory. Administration of shared devices across shifts introduces further complexity that may be lacking in personal device deployments.

Successful frontline UC deployment requires native integration with collaboration platforms: maintaining single identity and presence across all employee types — enabling seamless messaging regardless of device or location and ensuring consistent administration.

Practical recommendations for moving forward include:

• Starting with operational requirements. What workflows do frontline staff execute? What information must they access, and when? What safety protocols require support?
• Evaluating infrastructure honestly. Rather than force-fitting inadequate solutions, acknowledge where purpose-built alternatives may be needed.
• Prioritizing interoperability over uniformity. The goal shouldn’t be identical devices for every employee. A nurse using a hygiene-compliant DECT handset should be able to seamlessly reach a facilities manager using Teams on a desktop.
• Calculating ROI beyond productivity metrics. Maintaining robust safety measures makes for a better place to work, minimizes the risk of workplace accidents, and accelerates the crisis response, enabling lower insurance premiums and reduced liability exposure.
• Building for resilience, not just capability. Communication systems become most critical during disruptions — precisely when they’re most likely to fail if not properly architected.

 

About the Author

Nick Muir is General Manager for EMEA at Spectralink. He is a leader and innovator with more than 25 years of customer experience, consumer electronics and telecoms, specializing in strategy, sales/business development and scale-ups. Nick has held board, executive, C-level, VP, management team and director roles across a diverse range of tech-enabled businesses. The thread binding all of these together has been a responsibility for driving growth, innovation and disruption across all marketplaces. Nick currently also serves as a work as a non-executive director at RIPtec, and at Blackfinch Ventures, providing strategic guidance and oversight on its invested portfolio.

[1] UKG Study of Frontline Workers (2024), Cavell/Spectralink white paper: Vertical Shift: Why Serving the Frontline Is the Next Growth Imperative.

[2] Cavell/Spectralink white paper (2024). Regulatory framework: German BGR 137; U.K. Martyn’s Law (Terrorism (Protection of Premises) Act 2025); U.S. Kari’s Law (47 U.S.C. § 623); U.S. Ray Baum’s Act (47 U.S.C. § 615a-1). 

[3] Kari’s Law & RAY BAUM’s Act: https://www.911.gov/issues/legislation-and-policy/kari-s-law-and-ray-baum-s-act/. Accessed 5 February 2026.

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Categories: Industry Viewpoint · Unified Communications