In recent years, most large organizations have implemented Unified Communications to connect employees everywhere. According to Nick Muir, General Manager EMEA at Spectralink, this process has systematically overlooked frontline employees; around 80% of the global workforce does not work behind a desk. For IT Business Net, Nick Muir wrote a vision article on this topic.
Frontline employees such as nurses, factory workers, retail staff, and employees in security and facilities services are the driving force behind our most essential sectors, yet they are digitally under-equipped.
The scale of this challenge is striking. In the United Kingdom, France, and Germany combined, more than 9 million people work in healthcare, over 12 million in manufacturing, and another 12 million in retail. Research by Cavell shows that 81% of organizations employ location-based frontline workers: people who are mobile within a fixed location but not tied to a fixed workstation.
As soon as employees leave the office environment, the fully connected work experience often ceases to exist – especially when they work in harsh environments or locations with limited connectivity. Standard desktop clients or mobile apps are simply unsuitable for environments where noise, hygiene protocols, robustness, and safety regulations are paramount.
Sectors with particular vulnerability
Healthcare
In healthcare, devices must withstand intensive disinfection protocols. Communication must remain reliable in complex building structures – including basements and reinforced areas with poor WiFi coverage. Integration with nurse call systems, patient monitoring, and electronic health records is indispensable. If connectivity fails or devices are unsuitable, the entire delivery of care is put at risk.
Manufacturing
In production environments, continuous coordination is essential regardless of noise levels. Communication must be integrated with production and inventory systems. Mandatory safety features such as panic alarms and motion sensors are not a luxury in hazardous environments – they are a requirement.
Retail
Customer-facing employees need real-time access to inventory information, pricing, and product specifications. When communication devices are integrated with inventory management, employees can verify product availability without abandoning customers. In many smaller locations, staff still rely on a single fixed telephone line – and if they step away, the call is lost.
The failover challenge: what if the connection goes down?
Organizations that invest heavily in cloud-based UC platforms assume communication will always be available. But in the event of a broadband disruption, standard UC solutions become unusable. For frontline employees in safety-critical environments, this represents a real threat.
Technologies such as DECT (Digital Enhanced Cordless Telecommunications) offer a solution. DECT creates its own communication channel that operates independently of WiFi or LAN, while fully integrating with UC platforms during normal operations. Moreover, DECT systems are inherently harder to compromise than WiFi or mobile networks—they operate on their own frequencies with their own authentication protocols. In an era of increasing cyber threats, this architectural separation provides a valuable additional layer of security.
Closing the gap: five steps
By 2026, frontline employees should be central to every digital transformation strategy. Successfully expanding UC capabilities requires more than technology—it demands a thoughtful approach:
1. Analyze the real operational needs – not just those of office workers.
2. Evaluate the infrastructure honestly – including WiFi coverage in challenging areas.
3. Prioritize interoperability over uniformity – one solution does not fit all.
4. Calculate ROI beyond productivity – consider safety, compliance, and risk reduction.
5. Build for resilience, not just capability – ensure systems work even when the network fails.
Conclusion: the frontline deserves better
The promise of Unified Communications is universal connectivity. But as long as frontline employees remain outside the scope of UC rollouts, that promise is only partially fulfilled—and that is not just a missed opportunity, but an active risk.
Organizations that understand this first and take action will not only be safer and more compliant—they will also be more efficient, resilient, and attractive as employers to the people who do the real work.
About the author
Nick Muir is General Manager EMEA at Spectralink, a market leader in professional mobile communication solutions for the frontline. This article is an edited summary of his vision piece, originally published on IT Business Net.