Complete Enterprise Mobility from Vox Mobile
Empowering you to achieve your business vision through complete enterprise mobility. At Vox Mobile, we believe that keeping your people connected and communicating wherever they are and whatever they are doing is the foundation of a successful, efficient and productive business. Today we call this mobility. At Vox Mobile, we think that someday soon, we will just call it life.
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  • Strategic consulting, technical professional and advisory services, to build and execute your mobility blueprint


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  • Mobility Management software automates BYOD and corporate liable programs for compliance, request management, and financial reconciliation

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  • Professionally managed scalable logistics, device imaging and end user activation support


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  • On demand user support for your mobile workforce, available globally 24/7


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  • Dedicated deep technical expertise in mobile security, MDM server setup, support and monitoring


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  • Expert audit and optimization service for total visibility and expense management



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News & Blog
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4 Big Issues Affecting Tomorrow's Workplace
Technology has made the workplace entirely different, and at the rate mobile devices are advancing, it won't be long before it completely changes again.
Wearable Security is a Matter of Establishing Standards
With all of this tech coming into so many lives, and collecting so much information about consumers and workers, there is a broad potential for security risk.
Going mobile is just the beginning of the digital transformation process
Moving ahead with a mobility program allows IT to reconsider the existing business model and is the first step toward implementing an IoT strategy
Mobility is bigger and faster than the Internet revolution
Mobility can help you transform your business into a digital enterprise, says Jim Haviland of Vox Mobile. Just don't wait to act on mobility's possibilities, or there might be disastrous consequences.
Vox Mobile Salutes Innovators with Mobility Rockstar Awards
New Program Recognizes Business Leaders Who Use Mobile Technology to Change Industries
Getting to the Productivity Promised Land in the Mobile Era
Mobile complexity is here to stay, and companies that embrace it, and fully harness the power of mobile, can gain a huge competitive advantage.
BYOD enterprise mobility deployment international style
Rolling out mobile devices in a global organization builds upon standard best practices with a focus on the various regions of the organization.
Contract, ROI, and Pricing Model Costs with Vox Mobile
In our continuing series on evaluating MMS providers we will now address questions that focus on the Contract, ROI, and Pricing Model Costs of Managed Mobility Services. In 2014, mobility industry executive Matt East identified 60 questions that companies should ask when evaluating Managed Mobility Service providers.  Finding an MMS vendor that can meet all of your company’s needs can be frustrating.  If your organization is considering implementing an MMS solution for the first time, or looking to switch vendors, knowing which questions to ask when evaluating providers can help.  The following blog series sheds some light on how Vox Mobile, a Gartner-recognized leader in MMS, would answer these queries within the following categories:  
  • Reporting & Analytics
  • Invoicing & Carrier Bill Analysis
  • Daily Account Management, Technical Help Desk, and Customer Support
  • MDM/EMM Support and Technical Integration
  • BYOD Management
  • Implementation & Onboarding
  • Contract, ROI, and Pricing Model Costs
  Contract, ROI, and Pricing Model Costs  
  1. Please describe Vox Mobile’s base pricing model.
Our pricing model is flexible to meet the vast needs of our customers. We offer both ala carte options and bundled options based on your needs.  
  1. Are there additional costs for any of Vox Mobile’s services or consulting services?
Any custom work needs to be scoped and our consulting services are incremental. Additionally, customers are allotted a percentage of incidents per month from their end users. This is set based on their current mobility incident volume. If a customer exceeds the allotted percentage of incident volume, they may incur incremental charges.  
  1. Are there any other additional charges that were not outlined or described above? If so, please describe and outline now.
No.  
  1. Are there implementation, onboarding or set-up fees?
Yes, but this is scoped on a case-by-case basis.  
  1. Is there a term agreement associated with the length of the contract?
Our standard term is 12 months with a 60 day, no questions asked out clause. We just need 60 days’ notice. We will even help you to migrate over to another provider or operationalize this in-house.  
  1. Can you describe the cancellation process?
We ask for 60 days’ written notice.  
  1. Can I speak with at least 3 references?
We will give you 5!  :)  
  1. What is the typical net hard cost ROI you provide for your customers?
20% to 50% savings depending on several factors including # of FTEs, wireless overspend, weighted salaries.  
  1. How is the hard cost ROI calculated?
We have a business case modeling exercise that we leverage to identify current mobility operational and functional costs and compare that to the wireless savings we can find + what it would cost to do business with Vox Mobile.  
  1. Are any of Vox Mobile’s services outsourced? Which ones?
Not a single one.  
  1. Can Vox Mobile support a custom project through professional services?
Absolutely!  We can provide you with some interesting case studies in which we describe how we’ve done this with many of our clients.  We’re always up for a new challenge!   Vox Mobile has more answers to the 60 Questions to Ask during the MMS Evaluation Process: Previous:  Implementation & Onboarding   Citation: West, Matt. "60 MMS Evaluation Questions.” 24 June 2012. Web
Implementation & Onboarding MMS with Vox Mobile
In our continuing series on evaluating MMS providers we will now address questions that focus on the Implementation and Onboarding stage of Managed Mobility Services. In 2014, mobility industry executive Matt East identified 60 questions that companies should ask when evaluating Managed Mobility Service providers.  Finding an MMS vendor that can meet all of your company’s needs can be frustrating.  If your organization is considering implementing an MMS solution for the first time, or looking to switch vendors, knowing which questions to ask when evaluating providers can help.  The following blog series sheds some light on how Vox Mobile, a Gartner-recognized leader in MMS, would answer these queries within the following categories:  
  • Reporting & Analytics
  • Invoicing & Carrier Bill Analysis
  • Daily Account Management, Technical Help Desk, and Customer Support
  • MDM/EMM Support and Technical Integration
  • BYOD Management
  • Implementation & Onboarding
  • Contract, ROI, and Pricing Model Costs
  Implementation & Onboarding  
  1. On average, how long does it take Vox Mobile to fully implement your MMS solution?
Depending on the services you have selected a typical implementation runs from 45 to 90 days. We sift through a lot of information to ensure all of your requirements are captured and are careful to make sure we have everything reviewed and documented.  
  1. How long did the shortest/longest implementations take? Why?
We have completed some implementations of Assist services within a 30-day period and that is due to the fact the client understood their user base, the devices in their environment and had the right people engaged as part of the team. Some of the longer implementations can take months due to challenges collecting user information and requirements.  
  1. How frequently are implementation meetings conducted?
We always meet at least once a week and will typically have one additional breakout session each week. This varies based on project team availability and timelines.  
  1. Are these meeting virtual or in person?
The majority of our meetings are handled virtually utilizing GoToMeeting.  
  1. How do you know our carrier account information?
At the beginning of the engagement we will work through a letter of authorization process with the project team identifying all existing accounts and working through making Vox representatives authorized users on your carrier accounts. It may also require someone providing us carrier portal access. An introduction to your carrier account manager is always helpful to begin to develop our relationship and to inform them of changes your organization will go through.  
  1. What information do you need about our users?
Depending on the services selected, you will need to be prepared to provide your user names, email addresses, mobile phone numbers and device information if available. If you have opted to utilize our Vox Choice software we will also need to identify your reporting structure for the approval process, cost center, and ability to define which permissions and segments each user falls into. Oftentimes this information can be pulled from Active Directory or an HR database. This can be a challenge, but proves to be very rewarding when clean information is entered into our systems.  
  1. If we don’t have a wireless policy, will you help us create one?
As part of our Vox Architect solution we can help you create a corporate wireless policy.  Having a clearly-defined policy makes the journey easier since having a policy, and being able to communicate that policy, is helpful toward being able to set up our services and support.  
  1. Who configures the approval process within your technology?
If you utilize our Vox Choice software we will work to identify which order flows require approval and which ones do not. As a client, you will need to provide us with details of who the approvers will be.  As part of the Vox Choice configuration we walk through the approval process with you to determine what makes sense in your organization.  
  1. Can we configure administrator rights to specific users and define their role within the technology?
As part of the Vox Choice software you can assign administrators with special permissions.  You can also create additional levels of permissions based on user’s needs. We often see organizations create:  
  • Super Admins who can configure the majority of all items within the software;
  • Directors who can perform many tasks for themselves and for the people who report to them;
  • Managers who may have less permission but can still order on their employee’s behalf; and finally
  • Users who have access to place orders for themselves.
  Each client is different and we help you work through your permission groups and flows to create the best outcome for your environment.  
  1. Will there be overlap of the implementation project team and my ongoing account management team?
Yes, you will work with a Project Manager who will stay involved throughout the duration of your implementation and 30 days post ‘go live’.  At ‘Go live’ Vox Mobile will assign you a Client Experience Manager that will handle ongoing management of your account. If you have selected our Vox Choice software you will also be introduced to a Software implementer that will work with you and the Project Manager.  
  1. Can we meet our implementation project manager and account manager prior to signing a contract?
Potentially.  We assign our Project Managers based on the type of project and their current work load.  If signing is delayed, the assigned Project Manager may change.  
  1. Can we conduct an onsite visit?
Absolutely!  We love visits form our clients and can provide you a personal view of our Support Center and Deployment Center where you can see us in action.   Vox Mobile has more answers to the 60 Questions to Ask during the MMS Evaluation Process: Previous:  BYOD Management Next:  Contract, ROI, and Pricing Model Costs   Citation: West, Matt. "60 MMS Evaluation Questions.” 24 June 2012. Web
BYOD Management with Vox Mobile
In our continuing series on evaluating MMS providers we will now address questions that focus on BYOD Management as part of Managed Mobility Services. In 2014, mobility industry executive Matt East identified 60 questions that companies should ask when evaluating Managed Mobility Service providers.  Finding an MMS vendor that can meet all of your company’s needs can be frustrating.  If your organization is considering implementing an MMS solution for the first time, or looking to switch vendors, knowing which questions to ask when evaluating providers can help.  The following blog series sheds some light on how Vox Mobile, a Gartner-recognized leader in MMS, would answer these queries within the following categories:  
  • Reporting & Analytics
  • Invoicing & Carrier Bill Analysis
  • Daily Account Management, Technical Help Desk, and Customer Support
  • MDM/EMM Support and Technical Integration
  • BYOD Management
  • Implementation & Onboarding
  • Contract, ROI, and Pricing Model Costs
  BYOD Management  
  1. If we decide to launch a BYOD program, will Vox Mobile be able to manage that project?
Absolutely!  At project kick-off, Vox Mobile will assign a project manager that is able to work with you throughout the duration of your engagement.  Generally there are a few key phases you will need to follow:
  • Discovery: Identify who will be impacted
  • Planning: How will you communicate to your users and how will they opt in or out
  • Execution: Who will contact the carriers and complete enrollments
Whether only using our software to facilitate the process, or coupling that with our services to complete the work, Vox Mobile is here to offer expert assistance.  
  1. Does Vox Mobile support current BYOD users?
73% of our Managed Mobility clients have a formal BYOD program.  
  1. How does Vox Mobile support BYOD from a help desk, stipend, policy, inventory, MDM / EMM, technical, and financial perspective?
The only core difference in corporate liable versus personal liable support is around carrier interaction.  When carrier interaction is needed on a BYOD device, Vox Mobile will transfer the end user to the carrier and drop from the call.  All other functions, from general use to specific business applications, are supported by our agents.  Our software platform, Vox Choice, helps you manage policy acceptance, stipend management, MDM enrollment and inventory for your program.
  • Policy Acceptance: Your specific policy is uploaded into the software and end user acceptance is required in order to request connection. The acceptance is date and time stamped and made available to you from an auditing perspective.
  • Stipend Management: At your designated payment interval, weekly, bi-weekly, monthly etc., the software will generate a payment file to your finance team for all eligible and connected users.
  • MDM Enrollment: Vox Choice is integrated with most MDM solutions for auto-provisioning upon request approval. Where integration is not possible, Vox agents can provision users with the purchase of our Vox Assist services
  Vox Mobile has more answers to the 60 Questions to Ask during the MMS Evaluation Process: Next:  Implementation & Onboarding Previous: MDM/EMM Support and Technical Integration   Citation: West, Matt. "60 MMS Evaluation Questions.” 24 June 2012. Web
MDM/EMM Support and Technical Integration with Vox Mobile
In our continuing series on evaluating MMS providers we will now address questions that focus on MDM/EMM Support and Technical Integration as part of Managed Mobility Services. In 2014, mobility industry executive Matt East identified 60 questions that companies should ask when evaluating Managed Mobility Service providers.  Finding an MMS vendor that can meet all of your company’s needs can be frustrating.  If your organization is considering implementing an MMS solution for the first time, or looking to switch vendors, knowing which questions to ask when evaluating providers can help.  The following blog series sheds some light on how Vox Mobile, a Gartner-recognized leader in MMS, would answer these queries within the following categories:  
  • Reporting & Analytics
  • Invoicing & Carrier Bill Analysis
  • Daily Account Management, Technical Help Desk, and Customer Support
  • MDM/EMM Support and Technical Integration
  • BYOD Management
  • Implementation & Onboarding
  • Contract, ROI, and Pricing Model Costs
  MDM/EMM Support and Technical Integration  
  1. How does Vox Mobile support Mobile Device Management (MDM) Or Enterprise Mobility Management (EMM)?
Vox Mobile supports MDM or EMM through our entire solution-lifecycle.
  • From the Investigation phase, where customers identify their needs and compare various solutions;
  • To the Planning phase, where we work with clients to scope-out their infrastructure needs to support the solution for today and the future.
  • Then the Implementation phase, where we will install, configure and test the solution based on the customers’ unique requirements.
  • Once built, tested, and signed-off on, by the customer, we will transition support to the final phase, Ongoing Support and Maintenance.
 
  1. What MDM’s or EMM’s does Vox Mobile’s team currently support?
Vox Mobile currently supports all of the EMM Solutions contained within Gartner’s Magic Quadrant.  The current list includes; AirWatch, MobileIron, XenMobile (Citrix), MaaS360 (IBM), Good, BlackBerry, SOTI, and Tango.  
  1. Does Vox Mobile have technical integrations with any MDM’s or EMM’s? If so, which ones?
Yes, currently Vox Mobile has technical integration with AirWatch and MobileIron, in our Vox Choice, Mobility Management Software.  
  1. Is Vox Mobile capable of executing and managing a large-scale MDM deployment?
Yes, Vox Mobile is capable of executing and managing Large-scale EMM deployments for all of the EMM Solutions Vox Mobile Supports.  Vox Mobile has worked with clients on new EMM installations and configurations, as well as upgrades to existing EMM environments.  The more complex engagements, that we have been a part of, were migrations from one EMM solution provider to another.  What makes them complex is working to minimize the impact to the end-users.   Vox Mobile has more answers to the 60 Questions to Ask during the MMS Evaluation Process: Next:  BYOD Management Previous: Daily Account Management, Technical Help Desk, and Customer Support   Citation: West, Matt. "60 MMS Evaluation Questions.” 24 June 2012. Web
EMM: Delivering value beyond mobile device management
In the early days of the “bring your own device” (BYOD) era, some IT organisations tried to avoid the issue by simply banning the use of non-company issued devices on the job.
Daily Account Management, Technical Help Desk, and Customer Support with Vox Mobile
In our continuing series on evaluating MMS providers we will now address questions that focus on the Daily Account Management, Technical Help Desk, and Customer Support stage of Managed Mobility Services. In 2014, mobility industry executive Matt East identified 60 questions that companies should ask when evaluating Managed Mobility Service providers.  Finding an MMS vendor that can meet all of your company’s needs can be frustrating.  If your organization is considering implementing an MMS solution for the first time, or looking to switch vendors, knowing which questions to ask when evaluating providers can help.  The following blog series sheds some light on how Vox Mobile, a Gartner-recognized leader in MMS, would answer these queries within the following categories:  
  • Reporting & Analytics
  • Invoicing & Carrier Bill Analysis
  • Daily Account Management, Technical Help Desk, and Customer Support
  • MDM/EMM Support and Technical Integration
  • BYOD Management
  • Implementation & Onboarding
  • Contract, ROI, and Pricing Model Costs
  Daily Account Management, Technical Help Desk, and Customer Support  
  1. Does Vox Mobile have standard Service Level Agreements (SLA’s) for both technical support and your technology?
    • Our standard SLA’s focus on maintaining the highest level of customer satisfaction:
      1. First call resolution – 90%+
      2. Calls answered in less than 120 seconds – 85%+
      3. Abandon rate - <5%
      4. Orders processed same day if received before 3:00PM.
      5. Devices configured and shipped same day if request received before 3:00PM.
      6. We have worked with our clients on customized SLA’s to ensure that their end-users remain our primary focus.
 
  1. How are technical support calls routed to the MMS provider’s team to ensure a high level of technical support?
    • We receive calls and incidents in a variety of ways:
      1. We provide a dedicated toll-free number for each client’s end-user base
      2. We are an IVR extension of our client’s internal help desk
      3. Incidents are submitted via a customized portal or emailed to a dedicated client-specific email address
  • Each of our support teams have tiers based on skill and customer satisfaction scoring.
  • We are able to skill base route each of our client queues to route VIP end-users to our top support folks, while at the same time ensuring all other SLA’s are being met.
 
  1. What are the standard help desk support hours?
    • While we are a 24x7 Support Center, our benchmarked data shows that the majority of incidents (including calls) come in during 8:00 to 6:00PM local time. This percentage ranges by client, but is typically 80%-90% of total volume.
    • Exceptions to this norm are application support or a large scale migration (device, OS or MDM).
 
  1. Is help desk support available 24x7x365?
    • Our Support Desk is open every hour of every day, including all holidays.
 
  1. Is there VIP level support for our executive team members?
    • We offer a VIP for all clients, which is typically limited to 3% of your end-user population.
    • We provide a separate dedicated toll-free number for VIP’s and limit VIP volume to our highest-skilled employees.
 
  1. How does Vox Mobile ensure the team supporting my organization is as familiar with our organizational processes and procedures as someone on our internal team?
    • Your processes and procedures are built out during your implementation period by a dedicated project manager assigned to your account. We title this your “Operations Guide”.
    • At 30 days pre ‘go-live’ the project manager will meet with your dedicated Client Experience Manager and our Operations leadership team to review the Operations Guide, deep dive into the mobility needs of your organization and determine the mix of employees to be trained on your account.
    • Our training department then conducts a full onboarding on your account in a classroom environment.
    • Our quality team audits a higher percentage of your calls than normal during the first few weeks of go-live to ensure all processes are being followed.
 
  1. How many people will be dedicated to supporting my account?
    • This will be determined by the number of end-users supported, the hours of operation, the services we are providing and the historical volume you have experienced before partnering with Vox.
 
  1. Has the project manager on my account managed similar sized customers?
    • Our project management team has vast experience in onboarding clients of all sizes, anywhere from a few hundred end-users to over 25K end-users.
 
  1. Please describe your Account Management model in detail.
    • We have a dedicated account management team, collectively, Client Experience Managers (CEMs), who serve as your single point of contact across all lines of business. They are heavily focused on the day-to-day operations of your account, as they work with each of our service delivery teams.
    • They typically work with a dedicated person from each client, although they frequently interact with all layers within your organization.
    • Our communication frequency can vary, as some clients communicate multiple times within the day. Others have weekly and monthly meetings set up, with us presenting all metrics, incident trending, end-user feedback, areas for improvement and industry trending during in-person Quarterly Business Reviews.
 
  1. Where is your support staff located?
    • We have two Support Centers, one in Independence, Ohio (a suburb of Cleveland) and one in Waterloo, Ontario.
    • We also have set all of our employees up to work from home. This is primarily for disaster recovery and weather purposes, but also serves as a nice boost to employee morale.
 
  1. Is any of the support outsourced?
    • Vox Mobile handles 100% of English-language and French-Canadian support needs.
    • We are also a founding member of the Global Enterprise Mobility AG (GEMA), a group of 15 mobility organizations that collectively work to provide around the globe support in 17 native languages to mobility organizations. GEMA currently serves 87 countries across 134 carriers to support your global needs.
  Vox Mobile has more answers to the 60 Questions to Ask during the MMS Evaluation Process: Previous:  Invoicing & Carrier Bill Analysis Next:  MDM/EMM Support and Technical Integration   Citation: West, Matt. "60 MMS Evaluation Questions.” 24 June 2012. Web
Wearables are coming to the workplace. Here's where
Vox Mobile's Jim Haviland tells CNBC that smart accessories will show up first where they generate the highest returns
Here’s how to COPE with your BYOD bogeymen
68% of businesses don’t have a BYOD policy in place, but that doesn’t stop employees from taking their work out of the office
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Atlanta Mobile Thought Leaders Lunch
The Mobile Thought Leaders (MTL) Atlanta Chapter invites all individuals working in enterprise mobility to join
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Raleigh Mobile Thought Leaders Lunch
The Mobile Thought Leaders (MTL) Raleigh Chapter invites all individuals working in enterprise mobility to join
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