● Asterisk X100P FXO ● Helicomm ZigBee Platform ● Home WiFi Networks ● IEEE 802.11 ● New Taiwan Hwa Yao Tek ● NexTone Rental ● RF Linx WLAN Radios ● VoIP PSTN Gateway ● Wi-Fi ● WiMAX ● Wireless ● Wireless security ● WirelessGRID Bridges ● z Links ● Zigbee / IEEE802.15.4

Call centres ramp up VoIP rollouts

Navigation: Main page

Author: WildC@rd

Nearly half of contact centres in North America will use voice over IP (VoIP) systems by the end of next year, according to new research. The new report from the Yankee Group says that despite VoIP adoption lagging behind earlier predictions, the call centre market is embracing the technology. Forty-seven per cent of call centres are expected to roll out VoIP by 2007, compared to just 17 per cent in 2005. The key reasons for using the new technology are to manage multiple call centre sites cheaply and flexibly and to be able to place agents anywhere, including at home. The largest contact centres - those with over 500 seats - will see the greatest uptake of VoIP from now until the end of 2007, the analyst predicts. Though VoIP for the enterprise has been much-hyped in recent years, Yankee Group said adoption has not met its predictions. The report said: "This lacklustre performance of VoIP products and services in the enterprise - and more specifically in the contact centre marketplace - indicates that much more than technology and end-user perception are involved in driving the market for VoIP applications to a higher level." The biggest concerns for contact centres looking to roll out VoIP are costs, including fears of high upfront costs. Overall respondents believed they would see savings of six to 15 per cent from using the technology. Other concerns include voice quality - a worry for 46 per cent of the market - and security and reliability. Call centres are looking to buy VoIP systems from telcos and telephony hardware/software vendors over system integrators and value-added resellers, and though data networking vendors are still in the minority, they've made progress in capturing market share, according to the analyst.
Alpha Telecom

CIO Jury: Businesses use tech to beat travel blues
Businesses are trying to reduce the amount of travelling done by staff by making greater use of tech...

NEW UK VOIP PROVIDER TO LAUNCH on REVOLUTIONARY NETWORK INFRASTRUCTURE
New and unique VoIP Service Provider G3T are due to launch their ‘plug & go’ VoIP servic...

France Telecom in Fibre to the Home trials in France
Fibre to the Home (FTTH) is regarded as the pinnacle of broadband access for households, offering th...