Call centers embraces VoIP, only on paper
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Call centers are interested in VoIP technologies, but aren’t that hurry to make the switch. The result? They’re adopting VoIP a slow pace. The Yankee Group predicts a mere 47% of them by 2007, from 17% in 2005. Some technologies have disrupt the market faster than that. And in fact, two elements still block call center administrators to try.
The biggest concerns for contact centers looking to roll out VoIP are costs, including fears of high upfront costs. Overall, respondents believed they would see savings of 6 percent to 15 percent from using the technology. Other concerns include voice quality ― a worry for 46 percent of the market ― and security and reliability.
For the record, a report for the same Yankee Group previously claimed VoIP systems could bring very substantive savings. From 25 to 85% if they do outsource the VoIP infrastructure, against 6-15% if they own their VoIP equipment.
Aug 15, 2006 | By Nuno
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