Why Unily ranks first for Frontline Worker Support in Gartner® Critical Capabilities

What is the Gartner® Critical Capabilities report?

The Critical Capabilities report is an accompaniment to the 2024 Gartner® Magic Quadrant for Intranet Packaged Solutions, in which Unily is named a Leader. The Magic Quadrant™ provides a clear graphical overview alongside a concise write-up of each vendor’s performance across two criteria: Completeness of Vision and Ability to Execute. As an essential companion to the Gartner Magic Quadrant, the Critical Capabilities methodology provides deeper insight into providers’ product and service offerings by extending the Magic Quadrant analysis. Use this research to further investigate product and service ratings based on key capabilities set to important, differentiating use cases.

Discover why Unily ranks first: An interactive Product Tour

This year, we're taking a bold step to show you exactly why we think we outperformed all competitors across every use case. We've created a self-paced, interactive product tour that lets you explore the features and capabilities that earned us the top spot. Dive into the details, see how Unily supports frontline workers in real-world scenarios, and experience firsthand the innovative solutions that set us apart. From multiexperience support to seamless task management, this tour puts the power of Unily at your fingertips.

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Recognition that translates to real-world value

Gartner examined how well each solution meets the needs of six different use cases. Each vendor's product is evaluated across these critical capabilities, with a rating scale of 1.0 to 5.0 (where 1 is poor and 5 is outstanding). The product scores are then calculated by multiplying the ratings by the respective weightings for each use case. This methodology helps quantify how well each product meets the needs of different scenarios.

Gartner describes the Frontline Worker Support use case as a way to “Provide frontline workers with the tools and resources they need to perform their jobs effectively, regardless of location or device.” These workers are often the backbone of industries like retail, healthcare, manufacturing, and logistics, where their roles require immediate access to critical information and the ability to communicate seamlessly. Efficient support for frontline workers is crucial to maintaining operational efficiency, ensuring safety, and improving employee satisfaction.

The weighting system in this research emphasizes the importance of Work and Task Management (15%), supporting employees with the tools they need to be most effective, wherever they’re based. Finding a solution that enables frontline workers to track tasks, receive updates, and complete assignments efficiently. Whether it's managing shifts, updating inventory, or receiving incident reports, task and workflow management systems help streamline the work process and reduce errors.

Given that many frontline employees work in dynamic environments or remote locations, it is essential for the tools they use to be accessible across various devices - whether through mobile apps, kiosks, or digital signage. As such, Gartner weights Multiexperience Support at 15%. A solution that adapts to different devices and environments ensures that frontline workers can always stay connected and informed, regardless of where they are working or what devices they use.

Unily in action

Unily addresses the unique needs of frontline workers by providing a mobile-optimized platform that ensures seamless access to work tools and resources on the go. With its multiexperience support, Unily ensures that frontline workers can access information via mobile apps, digital signage, and other devices, making it easier for them to stay connected. Additionally, Unily’s offline access capabilities allow frontline workers to continue working even in environments with poor connectivity, ensuring no disruption to their work. The platform also integrates smoothly with HR, task management, and communication systems, offering a unified solution for streamlining workflows and improving overall efficiency.

What we believe sets Unily apart is the sophistication of its mobile app. Unlike other vendors, where mobile solutions are often limited to basic communication functions, Unily’s app supports advanced use cases such as knowledge access and sharing -delivering the same level of functionality as the desktop experience.

Kerzner International case study

Kerzner International, a global leader in luxury hospitality, employs over 15,000 people across 19 destinations, representing 135 nationalities. With iconic brands like Atlantis, One&Only, SIRO, and Rare Finds, Kerzner's success depends on the dedication of its frontline workforce, who make up 70% of its employees. These frontline colleagues-chefs, lifeguards, housekeepers, and more-are critical to delivering exceptional guest experiences and maintaining the reputation of the brand. However, without access to a formal communication system, these employees faced significant barriers in staying informed and connected.

Recognizing the challenges faced by their frontline teams, Kerzner partnered with Unily to develop iKonnect, a mobile-first employee experience platform. Designed to unite, inform, and empower, iKonnect addresses the unique needs of a distributed workforce by delivering tailored, accessible, and multilingual experiences.

With iKonnect, Kerzner's workforce now benefits from:

• Seamless access: A mobile-optimized platform ensures colleagues can access essential tools and information anytime, anywhere.
• Language accessibility: AI-powered translation enables content to be delivered in hundreds of languages, making communication truly inclusive. Video content with auto-translated subtitles extends accessibility to dynamic formats like leadership addresses and town halls.
• High adoption rates: At Atlantis Dubai, iKonnect achieved a 99% adoption rate, engaging over 6,000 frontline workers daily - a testament to the platform's usability and value.

This transformation goes beyond communication. By integrating Unily's advanced personalization capabilities, iKonnect ensures that every user receives a tailored experience, relevant to their role, location, and language preferences. From streamlining workflows to empowering employees with knowledge and tools, iKonnect has become a critical driver of operational excellence for Kerzner's frontline workforce.