Report shows VoIP maintenance service customer satisfaction a critical success factor


September 24, 2007

The latest "InfoTrack for Maintenance Services Report" examines the impact of maintenance service and support on VoIP solutions and vendor selections in current and software model fashions, concluding that maintenance-service customer satisfaction has become a critical success factor.

The report also looks closely at the attractiveness, structure and willingness to pay for a combined voice-and-data equipment-maintenance program. In part, it says decision makers want a combined voice-and-data maintenance offer that is flexible and represents no more than a modest increase over current aggregate costs.

In addition to collecting customer-satisfaction ratings, the report determined what new initiatives global decision makers were planning to address in the near and long term. Some of those include storage networking, Quality of Service and wireless communications.

The senior program director for InfoTrack for Enterprise Services, who is the author of the report, said that decision makers are closely scrutinising maintenance and support along with IP voice systems and voice-applications functionality when making a solution and vendor selection. The most likely drivers are reliability assurances and reduced risk.

As telephony and voice applications migrate to a software model, maintenance and support offers will strongly influence vendor and solution selection. Maintenance service providers with high customer satisfaction ratings will benefit, with sales of solutions and additionally, managed and professional services.

InfoTech’s tracking and reporting service program is focused on the voice and IP Telephony/converged services market space. There are three tracks in the InfoTrack for Enterprise Services Program: maintenance services track, professional services track, and managed services track. Reports on these track sectors are published twice each year.

InfoTech has developed this enhanced and expanded program in response to market demand for information on the broader voice/IP services market as it continues to evolve. The InfoTrack for Enterprise Services Program will produce seven formal reports per year and several “InfoTrack for Enterprise Services Perspectives” white papers each year.






 

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