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Contact-centre VoIP forecasts highlighted flexibility alongside deployment worries
In August 2006, Yankee Group research forecast growing use of VoIP in North American contact centres, especially among larger operations, but it also recorded important reservations.
Why operators considered VoIP
The report identified lower-cost, more flexible management of multiple sites and the ability to place agents remotely as key motivations. Large contact centres were expected to see the strongest growth. These were survey-based forecasts for 2007, not a count of systems already deployed.
Adoption was not frictionless
Respondents worried about up-front cost, voice quality, security and reliability, even while expecting savings. The record also noted that enterprise VoIP adoption had lagged earlier predictions. That tension is more useful than a simple growth headline: a communication-platform decision involves operations, resilience and workflow, not only network technology.