Businesses both large and small increasingly understand the benefits of converged voice and data applications in improving customer service. Yet, despite the ability of such solutions to support effective service differentiation, businesses continue to take a 'one size fits all' approach to service delivery.
So finds the second annual FrontRange Solutions User Survey, undertaken at the recent Call Centre Expo 2006 currently taking place at the NEC, Birmingham, and designed to 'take the pulse' of companies attending the Show.
Of those surveyed, 25% want cost reduction, 18% best practice process improvement and 14% reduced complexity (e.g. by reducing the number of suppliers) from their communications solution.
Yet fully 23% are now looking beyond this to increased customer satisfaction and retention, achievable only through a converged solution combining business intelligence with telephony.
Supporting this, 22% of respondents already recognise converged voice and data applications as most important within their call centre.