New Research Reveals Top Frustrations for Video Conferencing and Call Center Customers
March 17 2016 - 8:15AM
Business Wire
Security and Quality of Service - Must Haves
for Cloud Communications
8x8, Inc. (NASDAQ:EGHT), the leading provider of global
Enterprise Communications as a Service (ECaaS), today revealed
results from a survey conducted at the Enterprise Connect show last
week. The survey asked show attendees (IT decision makers, system
integrators, equipment manufacturers, and end users) their opinions
on video conferencing, call centers, and cloud communications.
This Smart News Release features multimedia.
View the full release here:
http://www.businesswire.com/news/home/20160317005270/en/
Digital Communications Fall Short (Photo:
Business Wire)
The findings shed light on respondents’ key pain points around
communications and collaboration experiences, specifically:
- Cloud Communications: Security was the
number one concern (35%), followed by quality of service
(21%).
- Call Centers: Over half of the
respondents said getting transferred from agent to agent, or having
to repeatedly identify themselves were their chief
aggravators.
- Video Conferencing: While poor sound or
visual quality was the main frustration, connection issues and
being asked to download an app were a close second.
The research echoes much of what is being discussed in the
industry today, but more importantly highlights areas where vendors
need to focus their efforts in delivering higher quality customer
experiences– security, quality of service, and features across
unified communications and contact center, that deliver instant,
continuous communications across devices and platforms, all
integrated into a single application.
Read more details on the survey on the 8x8 blog, that includes
an infographic, and watch this “man on the street” video to hear
show attendees directly share their frustrations and thoughts on
their ideal communications and collaboration solution.
The survey was conducted between March 7-9, 2016 at the
Enterprise Connect show in Orlando, Florida, and responses were
gathered from a random selection of approximately 200 show
attendees.
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure
and reliable enterprise cloud communications solutions to more than
40,000 businesses operating in over 100 countries across six
continents. 8x8's out-of-the-box cloud solutions replace
traditional on-premises PBX hardware and software-based systems
with a flexible and scalable Software as a Service (SaaS)
alternative, encompassing cloud business phone service, contact
center solutions, and conferencing. For additional information,
visit www.8x8.com, www.8x8.com/UK or connect with 8x8
on LinkedIn, Twitter, Google+ and Facebook.
View source
version on businesswire.com: http://www.businesswire.com/news/home/20160317005270/en/
8x8, Inc.Neha Mirchandani,
669-256-5095neha.mirchandani@8x8.comJessie Adams-Shore,
707-337-1958Jessie@speakeasystrategies.com
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