VoIP in the Contact Center: Another Fad or Here to Stay?

Bailor, Coreen
October 2004
CRM Magazine;Oct2004, Vol. 8 Issue 10, p15
Trade Publication
Focuses on the increased use of Voice over Internet protocol (VoIP) in contact centers. Reasons of call centers for adopting VoIP; Implications of VoIP to call centers; Factors that could hinder the growth of VoIP in call centers according to Art Schoeller, senior analyst, customer relationship management strategies at the Yankee Group company.


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