TITLE

Growing Role For VOIP In Contact Centers

PUB. DATE
October 2006
SOURCE
Business Communications Review;Oct2006, Vol. 36 Issue 10, p6
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article discusses research from the Yankee Group in regards to voice/data convergence and contact centers in the United States. The article discusses the contact centers as they are investigating the use of IP voice-overs (VOIP) and Internet telephony. The Yankee Group suggests that people should expect to see a significant increase in the use of VOIP in contact centers. The main reason for the increase is to allow contact centers to locate agents in various locations and routing calls to them directly.
ACCESSION #
22772286

 

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