Customer service and unified communications 'pain points' for UK businesses

Customer service and unified communications are the chief "pain points" for UK business, according to a survey of firms by networks supplier Avaya.

The firm surveyed 141 UK business managers and IT decision makers. The majority of respondents cited better customer service and delivering unified communications as top targets they were striving for.

More than 85% of respondents said the ability to drive higher levels of customer satisfaction and loyalty through improvements in customer service was fundamental.

Some 82% said enabling effective event or incident response, together with making business processes more efficient, were the main drivers for moving to a unified communications network.

Avaya, which recently announced it is being taken over by venture capitalists, said unified communications can bring together collaboration, conferencing, mobility and speech access on to one streamlined platform.