Mohd Rasidan Taher, acting country director, Avaya Malaysia:
Judging from our channel partners' sentiments during our regional conference in 2011, we believe our key growth vertical sectors will continue to invest in business communication solutions. Among those surveyed, 68 percent named the financial services and insurance (FSI) sector as one of the top two verticals likely to drive the highest growth in enterprise communication spend with them in 2012. In addition, 38 percent thought the telecommunications and IT industry would be a key customer segment and 32 percent saw government spending on communication technology remaining strong.
With the rapid deployment of new technologies, businesses need to be smart and determine ways that can help optimise dollar spend and maximise return on investment particularly in the unified communications (UC) and contact centre space. Avaya in Malaysia is enjoying a market share of 36.4 percent in the contact centre space and 28.8 percent in IP [Internet protocol] telephony, according to Frost & Sullivan 2010 estimates. Further to that, with increasing interest around consumerisation of IT, the concepts of Bring Your Own Devices (BYOD), the Cloud, and the rapid growth in adoption of videoconferencing tools, we see an overall business interest in deploying solutions that help enhance productivity and save costs.
The bottleneck for businesses is no longer access to information, but the ability to connect people together with the right information at the right time. The current economic uncertainty is creating doubt and making organisations of all sizes think more carefully about the investments they are making but we are advised that with the continued growth seen in most Asia Pacific markets, investment should rebound in the next couple of quarters. China has minimal exposure to the Euro crisis, Australia confounded the odds in the Global Financial Crisis of 2008, India retains strong growth despite the more cautious fiscal environment, and even in Japan we are seeing strong investment in technology. The business partners we surveyed at our recent conference seemed to agree, outlining a largely positive outlook for the enterprise communications and collaboration industry across Asia Pacific. Some 90 percent of our channel partners predict a stronger year for their business in 2012 with 47 percent forecasting strong single digit or double digit growth.
Malaysians are extremely social media savvy, and both the public and private sectors have a need to connect with citizens and consumers alike across different environments, social media, device or location in order to drive customer satisfaction and earn goodwill and loyalty.
From a market perspective, we are seeing a more demanding customer base and the need for businesses to place a lot of emphasis on customer service. Earlier this year, the Avaya 2011 Contact Center Consumer Index survey showed that consumers today are less forgiving with as many as 87 per cent of respondents likely to tell their friends and switch to competitors on receiving poor customer center service.
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