Partner Article

Company Culture is Holding Back the Connected Business, Not Technology

Three-quarters (75%) of UK organisations see company culture and organisational structure as the biggest inhibitors to connecting their business and customers, a survey from Enghouse Interactive has revealed.

Polling delegates at London’s Connected Business Expo this week, the survey also clearly reflected businesses’ belief that technology is not the inhibiter to a more connected approach, with just one in five respondents citing systems, software and integration as the greatest barrier.

“Many businesses are still held back by departmental silos and a focus on internal productivity metrics and driving down costs,” says Jeremy Payne, International VP, Marketing, Enghouse Interactive. “They have retained traditional working processes that worked when bricks and mortar contact centres held sway but now struggle to meet the demands of today’s customers for ‘anytime, anywhere’ service.

“However, it doesn’t have to be this way,” Payne continues. “Encouragingly, our survey reveals that the situation is changing, with technology increasingly in place to enable the connected business and growing numbers of businesses deploying it.”

In connecting with customers, 85% of respondents said their organisation was using social media to connect with customers while 75% referenced mobile apps and 63% Skype or other video communications.

“It is clear that for many organisations the building blocks of the connected enterprise are already in place,” adds Payne. “Indeed, the survey finds that two-thirds (67%) already consider their organisation to be a ‘connected business’, using integrated communication methods to drive business advantage.”

About Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximise the value of every customer interaction. The Company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on-premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ESL.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom. Learn more at www.enghouseinteractive.com.

This was posted in Bdaily's Members' News section by Enghouse Interactive .