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Avaya’s releases its Communications Trends for 2010

Avaya Canada Corp. late last week released what it says are the “top business communicati...

January 13, 2010  

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Avaya Canada Corp. late last week released what it says are the “top business communications trends for the year.” A description from the company on each appear below:  


1. Contact centres adopt social media: Customers will initiate more company interactions via social media tools such as Facebook and Twitter. In 2010, more businesses will embrace mining of the social network, capturing new opportunities to provide service, address issues and promote sales.


2. Unified communications and the user experience: UC has laboured under a variety of models, which has led to slower than expected adoption. In the coming year, with SIP and session management, companies will build, deploy and support applications much more easily. Workers will operate under a three-click paradigm – in three seconds or less and three clicks, they’ll have access to many more resources and applications regardless of the device they’re using.


3. Making every on-hold second count: Businesses will aggressively find ways to make every aspect of their clients’ interaction more productive in the call centre environment. Richer on-hold experiences will become the norm, where customers have multiple options for how they use on-hold time, including ways to move forward with a transaction even before the call centre rep arrives on the call. The result will be greater call centre productivity and improved customer satisfaction.


4. True multi-vendor networks: With increased consolidation of key industries, more and more businesses will have increasingly complex communications infrastructures and applications from a wide variety of vendors. SIP-enabled environments will help companies blend these disparate products so they work together and truly become brand-agnostic.


5. Overcoming communications overload: At a time when many businesses are struggling with the volume and breadth of communications systems that need to be managed, new technologies will help reign-in the complexities to bring greater levels of operational and cost control.