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Microsoft's continued focus on the "firstline worker" was made evident by the announcements made at the recent National Retail Federation (NRF) 2020 tradeshow,


  • Microsoft estimates more than 2 billion people worldwide work in service, or task-oriented roles and it has been focusing on this specific "firstline worker" segment for the last three years; however, most competing solutions focus on office-based staff and knowledge worker tools.

Features and Benefits

  • Evaluates how rivals should compete against Microsoft in the lucrative frontline worker segment.
  • Learn why CSPs and UC&C vendors face strategic risk and will battle to stay relevant in the frontline worker segment.

Key questions answered

  • What solution developments are needed to compete more effectively in the frontline worker segment?
  • What is Microsoft's roadmap in developing its Teams service to meet the needs of the frontline worker?

Table of contents

Ovum view

  • Summary
  • Microsoft is outpacing the market in terms of frontline worker functionality
  • The CSP and UC&C vendor battle to stay relevant
  • How rivals should compete against Microsoft in the frontline worker segment


  • Further reading
  • Author

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