Infographic: Key communications and collaboration pain points by 8×8


Enterprise Communications as a Service (ECaaS) provider 8×8 has created an infographic based on the results of a survey of  attendees at the Enterprise Connect show last week, which sheds light on the key pain points IT executives face when it comes to video communications and collaboration experiences.

The survey found that security was the number one concern when it comes to cloud communications cited by 35 per cent of respondents, followed by quality of service (21 per cent). When it comes to video conferencing, poor sound and visual quality was the main frustration, but connection issues and and being asked to download an app were a close second.

The survey also found that, when it comes to call centers, over half of the respondents said getting transferred from agent to agent, or having to repeatedly identify themselves were chief complaints.

“The big takeaway from this is the key innovations that vendors need to focus on in their pursuit to delight customers. Namely- 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,” concludes Neha Mirchandani, head of global communications at 8×8.


About Author

Gary Eastwood

Gary Eastwood has over 15 years of experience as a technology and business journalist and editor. He has held editorship positions on customer magazines for Microsoft, CSC, and EDF, as well as on B2B magazine Mobile Enterprise. He is the former Deputy Editor of Computer Business Review. In a freelance role, Gary has contributed numerous features and articles to a broad range of publications, including New Scientist, Computer Weekly, MIS, Marketing Week, Corporate Financier, Real Business, Wireless Business Review, and driven marketing communications projects for clients, such as Intel, the Confederation of British Industry, IBM, Logicalis, the Department of Trade & Innovation, and many others. Gary has written many white papers on a range of ITC subjects for Datamonitor. He is also an editorial photographer and business videographer, and has authored and ghost-written four books on photography. He is the Co-Director of EastwoodMiddleton Publishing, which provides contract/customer magazines for a growing list of clients, and publishes the B2B magazine for business leaders, Strategist.