Research Reveals Users’ Pet-Hates of Telephone Systems

IP telephony vendor Swyx undertook a survey of over 120 SMEs to find out what annoyed them most about their current phone systems. The frustration felt most by users (31%) was the inability to know the identity of the caller before answering a call.

The second highest-ranking annoyance cited by 29% of respondents was the inconvenience of physically dialling a number whilst 25% were irritated by having to look up a number before calling a contact. 19% were most dissatisfied by their ring tone and 6% by dialling a number incorrectly.

Swyx’s CEO, Guenter Junk said, “What the findings show is that SMEs are not entirely happy with what they have and perhaps are becoming more savvy about what they could get out of their phone systems. Of the areas which caused greatest frustration the main cause seems to be based on a lack of access to information, whether it is on receiving or making a call.”

He continued, “This trend is backed up by the fact that TDM sales continued to fall last year fell and for the first time were overtaken by IP-based systems that offer the user easier access to information, whether it’s dialling direct from Windows applications such as Outlook or enabling them to see details on who is calling them.”

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