IP Call Centers: More Practical Than You Think

Kelley, Sean
August 2004
Business Communications Review;Aug2004, Vol. 34 Issue 8, p24
Trade Publication
The advantages of IP as the basis for a telephony strategy are no longer just promises. In fact, the call center has become an ideal starting point for IP telephony, offering near-term benefits and a proving ground for a larger migration to the single-network concept that merges voice and data onto one pipe. Understandably, a lot of IT managers, network administrators and other very smart individuals are still standing on the edge of the pool wondering if they're ready for the dive into IP telephony. Admittedly, the adoption of IP telephony, particularly in call centers, has been slower than experts predicted during the Web-enable-every-thing heydays of the late '90s. Currently, IP is estimated to comprise about 4 percent of the call center market worldwide. But the pace is picking up. A new report from independent market analysts Datamonitor estimates that by 2007, the number of IP call centers will have tripled from its admittedly small base. The simplest way to state the difference between IP-based systems and conventional TDM is software. Traditional telecomrnunications is deeply rooted in hardware, which has definitely had its advantages, but now faces the down slope of the bell curve as new and more stable software architectures come into play. INSETS: Why IP In The Call Center? Why Now?;A Lesson In IP: New England Aquarium.


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