The Next Wave: IP Contact Centers

McGee-Smith, Sheila
August 2005
Business Communications Review;Aug2005, Vol. 35 Issue 8, p29
Trade Publication
This article reports that business enterprises are becoming more willing to consider voice over Internet protocol (VOIP) in the contact centers. In the late 1990s, the Internet explosion had pundits forecasting that the need for the Web-based customer service and sales support would drive contact centers to embrace IP-telephony. It seemed to make sense that if the Web-based media needed to be routed to agents, IP telephony infrastructure would be the optimal choice. However, there was no need for companies to make a wholesale replacement of their technology infrastructure in order to route certain kinds of transactions to contact center agents. In addition to not needing to upgrade to IP infrastructure in order to handle multimedia transactions, in the early years of IP-telephony there were potential pitfalls in migrating. But the tide has shifted. The early impediments to IP-telephony adoption have largely been addressed with more robust feature sets, better scalability and improved security. Enterprises have largely embraced IP-telephony, and it's time for the next wave of innovation: improved communications applications that take advantage of the new infrastructure. INSET: IP-PBX And IP Contact Center: One Vendor Or Two?.


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