This category includes both horizontal and vertical applications and services that are enhanced by wireless. The applications and services described in this section will often make use of portable computers such as laptops, which are able to provide value primarily due to connections in locations where connections are not easily obtained. A wide range of industries will benefit from wireless connectivity and services; these include intranet and company database access, plus mobile office applications such as file  transfer and workgroup applications. The key vertical applications in this category include operational and automation applications, such as sales order entry and dispatch. Other integrated vertical applications may serve specific sectors in a growing number of consumer, education, and healthcare markets.
Key drivers for business-oriented applications and services are:

•   Basic  connectivity to the Internet or corporate network— access to more than specific applications.

•   Ability to set up and install communications access quickly and in areas where fixed line access is not readily available.

•   Enabling of remote access while mobile.

Some of the application areas where wireless mobility will add value include the following:

BUSINESS APPLICATIONS.   Mobile office and intranet (internal
company Internet) applications are essential for business and corporate users. Business users are usually the highest spending and highest usage market segments.

The initial demand for wireless services will likely be generated by the business and vertical (specific industry applications that solve a business problem) sectors, because business customers have the greatest need for the high-speed services. These services need to be time-critical (existing business users are frustrated by the slow speed of cellular data). It is also easier to justify a financial benefit for business users compared to residential (entertainment) users.

Business users have the greatest need for applications such as file transfer or email with attachments using mobile (location independent) delivery. These applications could be significantly improved by the increase in data speed as offered by 3G wireless systems. Mobile data applications are already being used in specific types of companies, such as utilities, to operate and maintain critical facilities. Companies that use mobile data for these applications are committed heavy users.

VIDEO CONFERENCING.  Video conferencing combines dedicated audio, video, and communication networking technology for real-time interaction. Companies use video conferencing to reduce or eliminate travel while allowing employees to interact.
New applications such as Microsoft’s NetMeeting, offer conference attendees at two (or more) locations real-time voice and video conferencing. In addition, many video conferencing applications  include  collaborative  application  sharing (for shared presentations), multiperson document editing, background file transfer, and a whiteboard (real-time shared interactive displays) to draw and paste on. The projected lower cost and high-bandwidth capability of next generation wireless systems will allow more cost effective and portable video conferencing services.

REMOTE CORPORATE NETWORK CONNECTIONS.  Remote corporate  network  connections  allow  company  employees  to access company networks and receive services (e.g., rapid file transfer) as they would experience if they were located (working) at the corporation. The rise in “virtual corporations” has resulted from increased worker productivity, reduced facilities costs, and satisfaction of environmental and regulatory requirements for reduced number of commuters. It is estimated that over 7 percent of all workers in the United States spend at least some or all of their time as teleworkers. This growth in the home-based work environment has been a major driver for home and business network interconnection speed.

BUSINESS KIOSKS. Business kiosks are remote locations for business retail centers. Business kiosks may be unmanned or satellite  offices  that require connection to a head office or stand-alone information centers that require periodic information updating.

The use of business kiosks allows companies to expand their  market  territories  without  significant  risk  or  capital investment. By utilizing wireless data connectivity, kiosks can be installed quickly and at low cost.

Public Internet Kiosks are a type of pay phone booth that contains a computer terminal that can access the Internet. For a nominal price, a customer can check email or browse the Internet. Most public Internet kiosks are scattered throughout public places such as airports, train stations, convention centers, hotels, office building lobbies, and shopping malls. These public Internet kiosks can be used as a media center for information services.
Internet kiosks can be multipurpose or adapted to satisfy specific needs. They can be used as automated teller machines, travel service providers, ticket centers, and to provide other business services.

In 1998, there were approximately 10,000 kiosks in the United States, and the number is expected to rise to more than 100,000 by 2002. The typical cost of a kiosk is $35,000 to $55,000, in addition to monthly space rental fees.

CUSTOMER CARE.  Customer care is the process of answering customer questions about a company’s products or services. It is estimated that over 65 percent of the cost of providing customer support service  originates  from  simple  product  and billing questions.

The cost of customer service is greatly reduced and customer satisfaction is dramatically improved as customers and suppliers are able to satisfy their information need via the Internet. Furthermore, the capabilities offered by 3G wireless Internet provide for even greater flexibility and convenience from the field. The information gathered from the areas regularly visited by a browsing customer allows companies to promote similar products and services to them.

DOCUMENTATION  MANAGEMENT.  Documentation management includes the capture, storage, organization, and coordination  of  access  to  large  amounts  of  text  and  image information. This information may be stored at one or more locations and the information may be accessed or transferred to display devices (terminals), printers, or other repositories (for long-term storage).

Documentation management allows manuals, procedures, specifications,  and  other  vital  information  to  be  instantly accessible by authorized employees. Documentation management can save a company a considerable amount in printing reproduction costs, because all documentation is digital rather than paper.

FIELD SERVICE.   Field service personnel interact with clients or equipment in the field. This personnel has traditionally had limited access to company materials. Using  3G broadband communications systems, field service personnel can access documents (e.g., company catalogs and service manuals) and example procedures (e.g., video clips), capture information (e.g., using a digital camera to record an insurance claim), and obtain assistance in the repair of equipment (e.g., connect systems for remote diagnostics).