Survey: Customer Service and Unified Communications Are Top Pain Points to U.K. Businesses


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Talking to over 350 Customers and BusinessPartners at London Event Senior Executives from Avaya Outlined how Intelligent Communications Transforms Today’s Businesses

10 July, 2007
GUILDFORD, UK – Research from Avaya (NYSE:AV), a leading global provider of business communications, showed in a survey* of over 140 businesses managers and IT decision makers that customer service and unified communications (UC) are key to the success of today’s British companies.

Over 85 per cent of the respondents listed that the ability to drive higher levels of customer satisfaction and loyalty through improvements in customer service was fundamental. While 82 per cent felt that enabling effective event or incident response together with making business processes more efficient was one of the main drivers to move to a unified communications network.

The survey’s results were presented to over 350 customers and business partners during a two day event in London which lined up an impressive list of local and international Avaya speakers discussing the markets’ hottest topics and business challenges for 2007 moving into 2008.

Stuart Wells, senior vice president and president, global communications solutions, Avaya, said “Today is about showing customers and businesspartners how Avaya’s Intelligent Communication is transforming businesses, large to small, and how Avaya has the unique capability to bring people and processes together which – coupled with a strong go-to-market strategy – can provide company’s with improved productivity, efficiency and customer service”.

Avaya’s Intelligent Communications seamlessly connects communications applications and business applications, giving workers, customers and processes the ability to be linked to the right person, at the right time, by the right medium – voice, text, and video – over any network. Unified Communications being one of the fundamental portals to Intelligent Communications, bringing together desktop and collaboration, unified messaging, conferencing, mobility and speech access.

Customers such as Total Gas & Power, part of Total Group, one of the world’s major oil and gas companies with activities in over 130 countries; the Royal Albert Hall, one of the UK’s most iconic buildings and leading entertainment venues which welcomes outstanding artists and audiences from around the world; Honda Racing F1, one of the leading teams in Formula One (F1) racing, are just a few company’s that have embraced Avaya’s Intelligent Communications solutions.

“It is important to line up with technology partners like Avaya which for the past three years have worked closely with us as a true integrated team” said David France, IT Director, Honda Racing F1 team. “Avaya’s IP Telephony has helped us make a major leap in our communications, transforming our business into a true unified communications environment, delivering increased productivity and collaboration for all users, whether mobile, desk or campus-based”.

During the event presentations and break-out sessions show-cased how Avaya’s Intelligent Communications four components: Unified Communications, IP Telephony, Contact Centres and Communications Enabled Business Processes integrate with each-other, helping customers leverage existing and new networks to achieve superior business results.

“Customers want to see how technology translates into benefits. Technology itself does not count but the benefits do. Avaya has over a million customers world-wide so we understand how companies can leverage technology translating it into business benefits” said Buddie Ceronie, vice president, United Kingdom, Ireland and South Africa.

“Today’s event exceeded our expectations in the quantity and quality of attendees and I can say that we successfully managed to bring customers and businesspartners together providing an ideal platform to showcase how Avaya’s Intelligent Communications solutions can shape the future of today’s businesses” concluded Ceronie.

* Notes to Editor: The survey was carried out by Avaya’s Strategic marketing division using an online tool targeting 141 business management and IT decision makers in the UK – All respondents had influence on or the final decision making authority for the purchase of business communications solutions and services for their companies

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