VoIP Drives Contact Center Maturity

By Richard Snow

Summary

New research from Ventana Research has found that products built on voice over Internet Protocol (VoIP) continue to gain momentum in contact centers, with a significant number of companies now reporting they have deployed this technology. Saving money remains the chief driver for adopting VoIP, but more mature companies are seeing additional benefits: They have found that VoIP supports new communication channels, provides innovative services and enables the virtualization of interaction-handling. With the arrival of devices that run Session Initiation Protocol (SIP), we expect the promise of more cost savings and advanced services will accelerate adoption rates even more. Ventana Research believes that driving the efficiency of contact centers with VoIP can increase the efficiency of customer interactions and improve the experience that is the basis of customer satisfaction. More…