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Businesses still treat all customers the same says survey

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.

Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website building and web hosting when DHTML and frames were en vogue and started writing about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium. Following an eight-year stint at where he discovered the joys of global tech-fests, Désiré now heads up TechRadar Pro. Previously he was a freelance technology journalist at Incisive Media, Breakthrough Publishing and Vnunet, and Business Magazine. He also launched and hosted the first Tech Radio Show on Radio Plus.