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Voice communications seen as an increasingly critical business function

78 percent of UK employees and IT leaders identify voice as the most critical form of business communication and almost half (47 percent) suggest it is the best channel through which to solve complex business issues: which is significantly higher than email (33 percent) and social networks (19 percent) in this regard. However, according to the Critical Communications report, released by intelligent voice solutions provider Resilient Networks, the performance of the technologies and networks that support this business critical communication channel is far from perfect: eight in ten employees are frustrated by the performance of their organization’s voice communication system.

The study, which was carried out by Coleman Parkes, further reveals that in the majority of business situations, voice is the preferred channel of communication. The ability to make and receive calls is also cited as important and or critical by the majority of employees (81 percent) as it relates to their organization’s day-to-day running. This view is shared by IT leaders, with 62 percent suggesting that a failure in voice communication would be disruptive, and over a fifth (21 percent) going as far as saying that it would destroy their organization.

Worryingly, almost half of IT leaders (46 percent) admit to not being aware of a mechanism within their own company for restoring voice call technology in the case of failure. And nearly a quarter of IT leaders (23 percent) do not know which metrics are used to measure the performance voice communications technology within their organizations.

Read the Resilient Networks Critical Communications report here (PDF).

•Date: 22nd October 2013 • UK/World •Type: Article • Topic: ICT continuity

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