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Aspect - Unified Communications improves customer satisfaction says 85% of interviewees in European business survey

Aspect commissioned Strateco to conduct research into the role that Unified Communications (UC) could play in helping European contact centres achieve their key objectives.

270 public and private sector organisations across France, Germany, Italy, the Netherlands, Spain and the United Kingdom took part in the research.

The study found that:

  • 85 percent of interviewees believe that UC improves customer satisfaction by improving service levels and raising first call resolution levels

  • 67 percent believe that UC will deliver cost advantages within a 3-5 year timeframe and even 83% believe that UC will be a competitive differentiator in the future.

  • 82 percent believe that UC facilitates real time communications, broader team work and more streamlined processes, resulting in reduced delays and better workgroup productivity

  • 79 percent believe that by implementing UC in their customer contact centres they can improve the perceived value of those centres within their organisations

While organisations were in broad agreement about the positive impact that UC could have on their customer contact operations, they were divided about who should be responsible for driving its introduction. 50 percent of interviewees pointed to the IT department; and 50 percent to the customer service department.

Anita Marsh, Manager, Marketing, Europe and Africa, Aspect commented "The survey shows that when UC touches the end customer, the return on UC investments really begin to accelerate. It is therefore in everyone's interests that IT and customer service departments work closely together to ensure that information silos are broken down, and UC benefits maximised.With more than half of respondents to the study stating they will start their UC process in under three years, there is no time to waste in planning, strategising and piloting the technology to achieve these goals."

11th March 2009

English Version          Spanish Version          Italian Version

 March 2009 - Aspect - Unified Communications