Business Services Industry
IP contact centers: don't get no respect? (IP Call Centers).(Internet Protocol)(Brief Article)
Customer Interface, July, 2002 by Fraser, Sarah
While Internet Protocol (IP) is fast becoming the key infrastructure technology for contact center telephony systems, the sector is struggling to overcome negative publicity and lack of knowledge, according to research. Still, the future for IP contact centers remains white-hot, reports market researcher Frost & Sullivan.
Indeed, the North American IP contact center market, which saw revenue of $32 million in 2001, is expected to soar in value to $841 million by 2008. "One reason why many potential customers have acquired a negative perception of voice over IP (VoIP) is a result of their initial exposure through an Internet telephony service. Since voice traffic that is sent through the public Internet results in a less than optimal experience, it...
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