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.