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Industry Research : Unified Communications A Key Area Of Investment According To Interactive Intelligence Survey

Managing Director/VP Sales EMEA
Genesys
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87% of businesses are looking to invest in Unified Communications solutions in the near future despite fears about spending due to the credit crunch. A survey carried out for Interactive Intelligence by independent specialists Vanson Bourne revealed that only 13% of those questioned said they were not considering moving towards a Unified Communications solution.

A strong message to come out of the survey was that individual technologies that make up Unified Communications solutions such as VoIP and Session Initiated Protocol (SIP) were driving this move.

VoIP was the most popular aspect of Unified Communications, with 80% of respondents citing it as a technology they were planning to invest in as part of their customer service solution. In addition 41% said they were interested in Interactive Voice Response, 31% in presence management and 30% in Session Initiated Protocol (SIP).

Richard Brown, VP Sales EMEA of Interactive Intelligence said, "This confirms our longheld view at Interactive Intelligence that individually, technologies such as VoIP and SIP can deliver huge benefits internally to companies by improving their operations, yet when brought together as a Unified Communications solution companies can experience both improvements in customer service and internal operations."


Key Findings

  • Interest in moving toward a unified communications solution was particularly strong in the retail, distribution and transport sector, with 100% of those questioned indicating they were considering moving towards a Unified Communications solution.

  • 50% of businesses said that the credit crunch would not affect their spending on Unified Communications solutions

  • 58% of respondents hoped to see the greatest gain through internal return on investment, while a further 38% hoped to see both operational improvements and better service quality for their customers.

  • 80% of respondents felt that offering Unified Communications rather than managing the call centre as a separate aspect of the business would benefit the enterprise as a whole.


Financial Results
Although all sectors felt that Unified Communications is of key importance, this was particularly true of the financial services sector. 100% of respondents in this sector said that they were looking to invest in Unified Communications in the near future. 76% of respondents in the financial sector thought that Unified Communications would benefit business more than treating the call centre as a separate entity.

Brown confirmed, "The financial services sector has always been at the forefront of investing in new communications technologies to continue to deliver better customer service to its clients. Therefore it is no surprise to us as Interactive Intelligence that as a sector they are particularly keen to invest in Unified Communications and is in fact borne out by our recent experience."


About Richard Brown:
Richard Brown, Managing Director/VP sales EMEA, is responsible for growing Interactive Intelligence’s regional presence, primarily via the recruitment and enablement of a strong reseller channel. He previously held senior management positions at Mitel Communications, Aspect Communications and Apropos Technology and most recently was co-founder and managing director of channel services company, Red Electron.

About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Tuesday, June 17, 2008

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

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