Survey shows 63 per cent of consumers have missed meetings, and 65 per cent have had disagreements due to poor access to their voice messages
LONDON, UK – 2 June, 2005 – More than one-third of UK mobile users are so confused by their voicemail systems they can do little more than check for new messages, research from VoxSurf today reveals. Two-thirds of UK users consider their traditional voicemail service to be ‘difficult’, ‘sometimes difficult’ or ‘average’ in terms of navigability. Only 16 per cent of mobile users indicated they were pleased with the service that their mobile operators provided.
Meanwhile, poor access to voice messages is causing mobile phone users to miss business meetings and run the risk of disagreements in their personal lives.
The research found email and SMS comfortably beat voicemail on ease-of-use and accessibility. 90 per cent of respondents saw email as easier to use than voicemail, with 80 per cent finding SMS a simpler option than voicemail. While only 53 per cent of users check their voicemail on a daily basis, 86 per cent check email everyday and 84 per cent check their SMS daily.
“Consumer demands are changing rapidly when it comes to messaging, and users are asking for things that traditional voicemail systems were simply not designed to do. As this research shows, users feel that voicemail has failed to keep pace with today’s advanced handsets and networks,” said Andy Munarriz, co-founder of VoxSurf, the London-based pioneer of next generation messaging solutions. “Consumers are now looking for advanced functions like voice-activated voicemail, unified messaging and videomail, to put them more in control of their lives.”
While more navigable voicemail is needed, at the same time next-generation services like videomail are gaining in consumer interest. 65 per cent of respondents to VoxSurf’s survey were interested in sending and receiving video messages via their mobile phones, while three-quarters wanted to prioritise messages received from various callers, enabling them to rank their spouse or their boss as the highest priority caller.
Despite this demand, the term unified messaging (the handling of voice, fax, and regular text messages as objects in a single mailbox that a user can access either with a regular email client or by telephone) is relatively unknown amongst UK users. Only 14 per cent of respondents were aware of what unified messaging was, even though 44 per cent of respondents are interested in the ability to check their voicemails directly on their PC, a basic tenet of unified messaging.
“These numbers speak for themselves, showing that users want the flexibility to access their messages in the format they choose, as well as the ability to access next-generation services such as videomail,” said Andy Munarriz. “We believe that open-standards based applications are critical tools for operators, using the flexibility of IP-based communications to quickly bring new messaging services to the marketplace.”
The web-based research was carried out with a cross-section of consumers in the UK between January and May 2005.
About VoxSurf Ltd.
VoxSurf, the industry pioneer in next-generation messaging, offers IP-based voicemail, videomail and unified messaging solutions to mobile , fixed line and broadband operators, delivering unrivalled flexibility and interoperability.
VoxSurf's VxOne voice and video messaging platform is built on open standards using VoxSurf's extensive experience in VoiceXML and IP-based messaging.
VoxSurf partners with HP, Comverse, Critical Path, VoiceGenie, Verascape, and Nuance to deliver its innovative solutions to customers worldwide.
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