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VoIP Call Centers Adapt to a BYOD World
VoIP call centers continue to evolve from their infancy of simple interactive voice response (IVR) units into complex communications platforms that enable customers to communicate with customer service over various devices and networks, including smartphones, readers, tablets, social networks, short message service (SMS), IM, video Web chat and more.

Until recently, enterprises and service providers generally created separate applications for voice and other customer service applications, such as email or Web chat. But consumers increasingly are adopting a "bring your own device" (BYOD) mentality, in which they expect to interact with anyone they choose including customer service over any device from any place at any time.

Another significant driver for growth in the VoIP call center market is that many solutions are either cloud-based or hybrid solutions, in which part of the solution is located in the cloud. Such hosted solutions continue to drive down the cost of VoIP call centers and make it possible for users with legacy equipment to integrate VoIP over time instead of absorbing the cost of a complete rip-and-replace solution. Such solutions also provide a good entry opportunity for small and medium businesses that want call center functionality but have been reluctant to invest in the hardware, physical space and IT staffing cost and expertise needed for more traditional solutions..

Over the past several years, VoIP call center growth largely has been attributed to the benefits it enables, including giving users access to management controls, voicemail facilities, various call routing facilities and multiple types of answering services. Without question, this phenomenal growth in wireless technology, coupled with the growth in BYOD policies, mobile device growth and increasing numbers of remote and teleworkers, is driving more users to VoIP call centers.

As public and private cloud communications continues to grow, the need for integrated contact centers that have unified communications (UC)-like functionality will grow. Although UC has struggled to gain a foothold in the marketplace largely because of its complexity and the lack of standardization across devices service providers can deliver call centers and the accompanying UC features presents a tremendous opportunity.

Specifically, service providers should be considering how to provide such services for a fixed fee that decreases risk and capital outlay for enterprise customers. Meanwhile, vendors should be looking to social networking and mobility to improve call center functionality for their service provider and enterprise customers.

VoIP Call Centers Adapt to a BYOD World examines the VoIP call center market, providing analysis about the most verticals that are most likely to utilize VoIP call centers over the next two years, as well drivers in the market and challenges in the industry. It includes a comparative analysis of solutions available, examines the geographic growth expectations of the market and explores trends that are likely to occur in the industry over the next 18-24 months.
Sample research data from the report is shown in the excerpts below:
Table of Contents (ipsi0512_toc.pdf)
Several factors are driving VoIP call center usage, as shown in the following excerpt. Enterprises increasingly look at VoIP call centers as revenue-generating profit centers, as opposed to a pure customer support tool. Revenue growth has a direct impact on experience management, which is fast becoming an opportunity for differentiation across each industry. Business cases with specific return on investment (ROI) proof are important when trying to sell VoIP call centers. Enterprises put more emphasis on the total cost of ownership (TCO), if they can understand all the cost factors presented to them. As a result, cost becomes exponentially important.
[click on the image above for the full excerpt]
Companies analyzed in this report include: Aastra Technologies Ltd. (TSX: AAH); Avaya Inc.; Enghouse Interactive, a subsidiary of Enghouse Systems Ltd. (TSX: ESL); Interactive Intelligence Inc. (Nasdaq: ININ); Genesys Telecommunications Laboratories Inc.; M5 Networks, a division of ShoreTel Inc. (Nasdaq: SHOR); VisionOSS Ltd.; and Voxeo Corp.
Total Pages: 23
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