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Survey Suggests High Customer Satisfaction with VoIP in Britain

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April 12, 2012

Survey Suggests High Customer Satisfaction with VoIP in Britain

By Rory Lidstone, TMCnet Contributing Writer

Telappliant, a U.K.-based Voice over IP (VoIP) provider for small to medium sized businesses (SMBs), released the results of a new survey, suggesting almost seven out of 10 U.K. business are going to be using VoIP services by 2013.

The study surveyed 100 British businesses from different industries and showed 41 percent already use VoIP, while 25 percent more plan to review and implement the service in the next year. The study also indicated that businesses with about 100-500 employees are implementing the technology faster than smaller businesses.

Two of the most common reasons for deciding to switch to VoIP over standard telephone service were "to reduce overall telephony costs for our business,” an answer given by 68 percent of those surveyed; and “to allow staff more flexibility to work from home or from another location,” an answer given by a mere 22 percent.

There were three main reasons given for why still others were hesitant to adopt certain VoIP services. Service is “perceived as delivering poor quality or unreliable service,” according to 42 percent of those questioned.

Another 32 percent, however, said the “benefits [of VoIP] are not fully understood by management team within the business.”

Only 25 percent said VoIP is “perceived as too much effort to deploy or maintain.” But 99 percent of businesses that have implemented VoIP stated there is a substantial return in savings and enhanced customer service.

"[VoIP has] moved a long way forward since the days of staff having to plug a headset into their desktop computer," said Tan Aksoy, Chief Executive Officer at Telappliant. He went on to add that "Modern VoIP services are easy to set up, reliable and offer crystal-clear call quality."

Telappliant is one of the largest VoP networks in the UK with over 80,000 subscribers. The company recently won an award for "Best Consumer VoIP" at the Internet Telephony (News - Alert) Services Providers' Association (ITSPA) 4th annual awards, and just last month deployed its services with online retail outlet Let's Get Digital.

Edited by Braden Becker

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