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Avaya Research Shows that UK Businesses Lose Money Through Missed Calls

11-24-2004
  • Avaya urges UK Businesses to take control of their communication

Businesses are missing vital revenue-generating opportunities because calls do not reach the right people at the right time, according to global research conducted by Avaya.

Businesses are missing vital revenue-generating opportunities because calls do not reach the right people at the right time, according to global research conducted by Avaya Inc. (NYSE:AV), a leading global provider or business communications software, systems and services.

Avaya's research shows that although 70 per cent of UK workers carry more than two communications devices, 68 per cent receive important messages late more than once a week. These calls include new business leads, customer enquiries and meeting requests. Max Atkinson, visiting professor at Henley Management College and author of 'Lend Me Your Ears' estimates that unproductive communication costs UK businesses an estimated £7.8 billion each year*.

Despite increased adoption of technologies such as mobile phones and PDAs, UK workers struggle to keep in touch. A third of UK businesses have lost money because employees cannot contact people when they want to. Nearly half of workers say they often send emails to chase voicemails, or make a phone call to draw attention to an email that they had sent. This suggests that businesses need to take control and unify communication.

Most workers agree that inefficient, unreliable communication is a growing headache. A third of workers wish they could prioritise incoming calls so that only the most important get through immediately. Over half would prefer to carry a single device that could be configured to handle both office and personal calls.

These figures show that even though today's workers have a large array of communication technologies available at their fingertips, these tools are not being used efficiently. Most workers waste time by making and chasing calls to customers and colleagues, without knowing what is the most efficient method for the person being called. Avaya believes that UK businesses must beware of the cost of inefficient communication, calls on them to reassess their communication strategy and re-establish communication governance for better productivity.

Session Initiation Protocol (SIP) technology could address many of these issues by providing a direct, instant connection among multiple media. SIP allows users to specify how they would like to be contacted and works with multiple communication devices including desk phones, Instant Messaging software, email and mobile phones. Businesses can install SIP technology onto IP-enabled communication networks, providing their employees with the flexibility of SIP-based communication.

"Today, companies are being challenged to simultaneously manage costs and grow revenues  to do more with less and enhance relationships with customers and improve productivity of employees. These issues have become increasingly important as competitive differentiators," said Clive Sawkins, vice-president for Avaya in the UK and Ireland. "Our research shows that there is an urgent need for businesses to sit up and take control of their communication. Convergence technology such as SIP and unified communication give the opportunity to better coordinate the mass of communication available, from mobile phones to instant messaging, providing an estimated 15 percent increase in personal productivity."

Notes to Editors
Vanson Bourne surveyed 600 managerial level business contacts in commercial organisations in each of the target countries, Australia, Brazil, Germany, Russia, UK and USA. The commercial organisations had a minimum of 200 employees.

In Australia, UK and USA the survey was conducted online, using a qualified panel of business contacts. Screening questions were used to determine the respondent's appropriateness for the survey. In Brazil, Germany and Russia, where online surveying has lower acceptance levels, telephone interviews were used to gather the data. Again respondents were screened to ensure their qualification.

Avaya will be publishing its global research report 'Working to communicate Better in Business' in January 2005.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications  and distinguished by comprehensive worldwide services  Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

About Vanson Bourne
Incorporated in 1999, Vanson Bourne is a specialist IT market research consultancy, whose clients range from global corporations to small, highly specialised start-ups. Its goal is to provide research expertise and market insight using analysis and advice based on incisive and rigorous research into their market environment. These rely on the confidential contributions of qualified IT and Business professionals in organisations of all types, around the world. Vanson Bourne's experience encompasses researching both IT and Business professionals in all business sectors and geographies from Europe to Africa and from Asia-Pacific to the USA.

* Max Atkinson, visiting professor at Henley Management College and author of 'Lend Me Your Ears' (Vermillion 2004) estimates that unproductive communication costs UK businesses an estimated £7.8 billion each year.

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