Avaya

"People are happy to receive text messages about certain types of information, however definitely not promotional information," he said."Certain texts can be actually annoying for consumers, and this is reflected in the survey results."Avaya has undertaken the survey globally this year, opposite to where it focused exclusively on Australia in the past.Some results were slightly more heartening. 99% of respondents were contacted by a company via the phone, with 89% of respondents preferring phone contact over all others.As well, 35% of respondents labeled the courtesy of the customer service representative as "excellent", which is not a terrible result.Win was optimistic."One of the key findings overall is here's a good possibility for contact centres to drive an improvement in how clients perceive contact centres," he said."The possibility is being able to utlize research, for instance being able to identify a customer based on their name, from information from their phone. There's a lot of potential there that's not being tapped.""In general, we as well see that the phone is going to be the primary channel for a few years to come. A very clear trend we see, nevertheless, is that multimedia channels are going to be more prevalent, and will become significant in the Australian/New Zealand market."

Avaya Inc. is a privately held telecommunications company which specializes in enterprise network, telephony, and call center research, whilst the report itself was sponsored by callcentres.net.

Government incentives and pent-up demand following the global financial crisis helped the Australian video conferencing market to increase earnings by 33 per cent in 2010.