A study indicates that the level and quality of communication in European companies and their relationship with customers, partners and suppliers has worsened significantly during the economic recession. Seventy percent of companies surveyed in a study commissioned by Avaya admit that at least part of their communications has suffered negatively from the crisis.
Most companies that claim to have divested in this area did so domestically (55 percent), but more than half believe that this fact also had an impact on communications with their customers.
By country, Italian companies were the hardest hit by the economic downturn – 79 percent admit it in the study – and German companies the least hit, although more than half of respondents (66 percent) have suffered from the recession.
The study also reveals that there is an increasing use of social media and new electronic devices in the business world, especially among senior managers. More than half of the respondents (55 percent) use smartphones and services like Facebook, Twitter or Linkedin more intensively than 18 months ago.
Avaya argues that it is the interest of top managers in these new technologies that is driving a transformation in companies, in the way communications are viewed and managed and relates the fact to the increase in requests for integration of this type of tools in infrastructures. communications structure, particularly in Contact Centers.
The Value of Communications in a Downturn was conducted based on 2,502 interviews collected in France, Germany, Italy and the United Kingdom.