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Customer Service and Unified Communications are Top Pain Points to UK Businesses

Research from Avaya showed in a survey of over 140 businesses managers and IT decision makers that customer service and unified communications 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.

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 racing, are just a few company's that have embraced Avaya's Intelligent Communications solutions.

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.



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