Top Concerns for Video Conferencing and call centers

A survey conducted at the Enterprise Connect show, Orlando by8x8, Inc. (EGHT), leading provider of Global Enterprise Communications as a service (ECaaS) asked the attendees that included IT decision makers, system integrators, equipment manufacturers, and end-user their views on video conferencing, call centers, and cloud communications.

The findings provide some useful insights around communications and collaboration experiences:

• Security was the main concern for cloud communications (35%) while 21% of respondents pointed to the quality of the service.
• Call centre woes were shared by more than half of the attendees. Getting transferred from agent to agent and having to repeatedly identify themselves were their chief aggravators.
• For video conferencing, respondents expressed concern over two issues- first being poor sound and visual quality followed by connection issues and the frequent requests to download various apps.

The survey findings do not point to anything new. These issues have been ground for discussion for quite some time. But what is important is that it highlights areas where vendors need to focus their efforts on 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.