2010 Business Communications Drivers

In February of 2010, members of Avaya's user groups were invited to participate in a survey about business communications requirements and investments.  

The key findings of this analysis are:

• Businesses are most interested in integrating and optimizing communications technologies and methods.
• Businesses plan to make new investments in IP Telephony (IPT) and Unified Communications (UC) to meet their integration goals.
• Green IT technologies continue to draw interest for their own sake and for the associated cost reductions.
• The desire to integrate communications and provide support for mobile employees continues to drive interest in UC.
• Investments in Contact Centres are focused on agent productivity and the enablement of IP and/or SIP based solutions.

Roughly 82% of the more than 700 survey respondents were located in the United States, with another 9% in Canada.  Respondents in the healthcare/pharmaceutical, higher education, government, and financial industries comprised the largest number of respondents (51%, collectively), though users from manufacturing, insurance, telecommunications, and other industries were also represented in single-digit percentages each.  

The survey sample included mostly respondents from companies in the mainstream of technology adoption: 79% replied that their organization invested carefully in their communications infrastructure after weighing needs and costs, while 14% indicated that they sought best-in-class communications solutions.  Only 7% said that their communications did not change much over time.

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