When companies calculate the ROI of unified communications (UC) deployments, 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] — the likes of nurses, factory workers, retail associates, and facilities staff, who rarely sit at desks. As the office carpet tiles end, so does the fully connected experience — especially if workers are entering rugged environments or zones with patchy connectivity.
This is quite the oversight. Across the U.K., France, and Germany alone, healthcare employs more than 9 million workers, manufacturing accounts for over 12 million, and retail represents a further 12 million[2]. In fact, very few employers operate without some reliance on untethered workers. A Mobility and Workforce Study by Cavell calculated that 81% of organisations employ location-specific frontline workers — people who work with customers or operations but remain mobile within a primary location[3].
Particularly since the COVID-19 pandemic, most large organisations have deployed modern UC platforms, such as Microsoft Teams, to connect and empower employees wherever they are. But standard desktop or mobile clients are typically inadequate for environments in which noise, hygiene protocols, ruggedisation requirements, and safety regulations create fundamentally different demands. Maintaining reliable voice communications is a big part of that.
Sector-specific risks
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. The clinical process depends on communication devices as the aggregator for multiple systems — linking prescriptions, treatment protocols, surgeon schedules, and nursing procedures on a patient-by-patient basis. If broadband networks are knocked out, connections drop, or devices aren’t fit for purpose, the entire care delivery model is potentially 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.
The resilience requirement
When organisations 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 desk-based workers, this is an inconvenience. For frontline staff in safety-critical environments, it represents genuine risk. Resilience in these circumstances depends entirely on the facilities available to workers locally.
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.
Security considerations extend beyond device reliability. DECT systems are inherently more difficult to compromise than Wi-Fi or cellular networks, operating on dedicated frequencies with their own authentication protocols. In an era of increasing cyber threats to critical infrastructure, this architectural separation provides an additional security layer.
Regulatory drivers
The risks around untethered employee provisions, for employers, are amplified by worker safety regulations. Europe is highly prescriptive in its lone worker regulations, emphasising specific risk assessments, active supervision, and emergency procedures. In Germany, Personal Emergency Signal Systems must include automatic alerts (e.g., fall/motionless detection) and manual triggers, connecting to a monitoring centre to ensure rapid rescue.
In the U.K., Martyn’s Law (a response to the Manchester Arena terror attack in 2017), has been in force since July 2025, requiring public venues and events hosting more than 250 people to implement verifiable emergency alert protocols. In the U.S., Kari’s Law mandates that notifications are routed simultaneously to internal security and emergency services, while RAY BAUM’s Act requires dispatchable location information, including specific room and floor data[4],[5].
If they cannot meet current requirements, organisations could find that they are excluded from operating legally in certain sectors.
The integration challenge
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 ruggedised equipment, dedicated emergency buttons, and specialised 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.
- Prioritising 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, minimises 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.
Failing to extend full, failsafe UC to harder-to-reach worker populations is a business risk in any industry. In 2026, frontline workers should be central to any pending digital transformation plans.
Nick Muir
[1] UKG Study of Frontline Workers (2024), Cavell/Spectralink white paper: Vertical Shift: Why Serving the Frontline Is the Next Growth Imperative.
[2] Data compiled from ONS U.K. Employment Statistics 2023. INSEE, France, 2023. Destatis, Germany, 2023. Available at: https://www.ons.gov.uk, https://www.insee.fr, https://www.destatis.de/. Accessed 5 February 2026.
[3] Cavell Mobility and Workforce Study (U.K., Germany, France, Spain, Netherlands) Q1 2024.
[4] 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).
[5] 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.
