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Telecom Data Consulting (TDC) conducted a survey of its customers to determine where telecommunication solutions are top of the business priorities and which are likely to be development trends in this domain. Among the conclusions:
• Although more than half use a unified messaging system and most have implemented a videoconferencing system, unified communication and UCC collaboration systems are not yet widely used
Of the businesses that have a contact center, most have opted for an inbound type. About a quarter also use multimedia solutions
• Most of the company's customers stated that they intended to deploy or upgrade their UCC systems, contact center, interactive voice system over the next two years Answer or Registration
• For the future, everyone believes that the development of communications technology lies in the virtualization of the systems used. "Private cloud" seems to be the best option
About 70% of Telecom Data Consulting customers who answered the questionnaire said they had already implemented and used a collaboration system, Skype Skype Solution, Mitel (MiCollab), CISCO (Webex) or other telecommunication solutions provider.
More than half use unified messaging systems such as auto attendant / voicemail, fax, email management, and more.
An important aspect is that none of the responding companies has integrated communication systems via a UCC (unified communication and collaboration solution). Some of them are considering setting up such a solution over the next two years, with an estimated budget of 20,000 euros.
Although not currently used by most CDT customers, UCC systems have a number of obvious advantages that will increase their use.
More than half of the respondents to the survey said they did not integrate the company's communication system and a contact center.
Of the businesses that use a contact center, most use Inbound.
With his help, he efficiently manages customer requests and messages. However, there are also companies whose business requires the use of an inbound and outbound mix, through which they receive good management of messages received and transmitted
Most companies that have answered the questionnaire use a rented contact center solution and a own team of agents. Fewer are those who have opted for a solution formula + own team.
Another niche in telecommunication services that has the potential to be taken into account is that of recording and quality monitoring services. Most of TDC's client companies who have a contact center say that they have not had such systems yet, the elephant market is certainly still high.
There is much talk in recent years of a trend of cloud migration and virtualized solutions. However, most companies that responded to the TDC survey said that the communication solutions used are on-site.
Companies wishing to set up or update some of the systems that they use are of great interest to the telecommunications industry. Most TDC customers stated that they had the intention to deploy or upgrade their UCC systems, contact center, interactive voice response (IVR) or registration during the course. the next two years
the communication lies in the virtualization of the systems used. "Private Cloud" Seems to be the Best Solution
The companies that participated in the survey conducted by Telecom Data Consulting are active in areas such as B2B, B2C, education, government organizations or corporations. NGOs. There are also small and medium sizes or big ones.
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