Consumer Power Driving Innovation in Businesses; Effective Collaboration Is Key According to World Innovation Forum Survey by Avaya and HSM

08 Jun 2011
  • Increased Bargaining Power and Shifting Expectations Drive Hunt for New Sources of Competitive Advantage and Differentiated Service
  • Collaboration Is Critical to Better Customer Service and New Product Development
  • Lack of Integrated, Engaging and Easy to Use Collaboration Tools Seen as Barrier to Effectiveness
NEW YORK, N.Y. World Innovation Forum -- Customers have more information and options than ever, and that power is leading businesses to invest in new innovation initiatives to meet their demands. While companies understand that collaboration is critical to providing differentiated service and products, existing tools limit efficient and effective teamwork, according to a survey presented by Avaya at the World Innovation Forum. The findings are the result of over 500 responses of companies around the world, the majority of which are organizations with multiple offices within a certain region or distributed internationally.
Highlights of the survey include:
  • Top three business objectives driving investment:
Support new revenue generating initiatives              63 %
Deliver improved customer service                            51 %
Improve integration of business processes             49 %
  • Top three areas of disruption due to business exposure:
Cost changes to deliver products/services
(competition delivers for less)                                     29 % 
Increased customer bargaining power from better information 28 % 
Shifts in customer expectations                                  27 %
  • Top three areas where collaboration is critical:
Customer care and support                                        48 %
New product development                                          42 %
Business strategy development                                35 %
  • Top three barriers to collaboration:
Employees are not fully engaged when using 
existing collaboration tools                                          48 %
Collaboration capabilities not linked to existing
business processes                                                     45 %
Inability of employees to meet face-to-face               42 %
Supporting Quotes:
Brett Shockley, senior vice president, Corporate Development and Strategy, Avaya
"Companies have clearly moved from a focus on across-the-board cost reduction to strategic investments in innovations for differentiated products and services. They also recognize effective collaboration with customers and among employees and suppliers is critical to reaching their business goals. That said, the pressure is on to find and use new communications and collaboration tools -- like the Avaya Flare Experience and Avaya web.alive -- that will help them change the game."
Pat Meier, CEO, HSM Americas
"Innovation impacts every area of every organization and today's most successful companies are those that are driving innovation across the board. We are pleased to have our friends at Avaya join us at the World Innovation Forum to help spread this important message."
Tags: Avaya, World Innovation Forum, innovation, unified communications, business collaboration, customer service, Avaya Flare Experience, Avaya web.alive, immersive collaboration
About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit
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Deb Kline, Media Relations