Contact Center Solutions Featured Article

Research Shows Strong and Increasing Adoption of IP Telephony

July 16, 2007

Contact center leaders around the world are consistently seeking solutions that will improve productivity while also reducing costs. As these individuals are under constant pressure to also improve customer service deliverables, many are seeking to adopt IP telephony.

IDG Research Services recently surveyed CIOs from across the U.S. and found strong and increasing adoption of IP telephony. The factors driving this adoption include the need for greater access to advanced telephony applications, improved management of distributed operations and reduced costs. 

Survey findings indicated that a full 63 percent of respondents plan to deploy an IP PBX within the next 12 months, which is an increase from 50 percent who have the technology deployed in some form today.

"The good news is that IP telephony has a great deal to offer the enterprise, and CIOs are seeing the tangible benefits of this technology," said Joseph A. Staples in a Monday statement. Staples is senior vice president of worldwide marketing for Interactive Intelligence (News - Alert) Inc. a global developer of business communications software specializing in voice over IP and the primary sponsor of the study.

"However, I think it's critical that CIOs understand an IP PBX (News - Alert) deployment doesn't automatically translate into greater flexibility and reduced costs. Many IP PBXs today, are, in fact, still hardware-centric and built largely on proprietary standards."

To ensure that organizations such as contact centers gain the maximum value from an IP PBX, Staples advises CIOs to press hard on potential vendors regarding elements such as a single interface for administration, security architecture, adoption of the open SIP standard, breadth of applications, and integration with back-office systems.

While the survey results revealed increasing adoption of IP telephony, respondents also expressed some concerns regarding areas such as network readiness (44 percent) and reliability (43 percent).
"I'm actually glad to see that network readiness and reliability are top-of-mind for CIOs," Staples said. "These concerns are extremely valid, but thankfully, they can largely be addressed by applying vendor selection criteria based on extensive IP telephony customer references and demonstrated expertise in network readiness assessments."

One survey respondent was able to add to this guidance by highlighting that CIOs must avoid the trap of going with the least expensive vendor or the most recognizable brand name.

"Many traditional telephony, networking and even data vendors are now offering some form of IP PBX," Staples said. "CIOs shouldn't assume that big-name vendors with established roots in related markets are also experienced in providing sophisticated IP-based communications applications. This is an extremely important distinction when you consider that today it's the enhanced applications that are driving the real value of IP PBXs."

The survey findings indicate that performance and security are the most importance criteria when selecting an IP communications solution at 74 percent and 63 percent respectively. In addition, the most popular VoIP-enabled applications were unified messaging, speech recognition, videoconferencing, mobility and teleworking.

Contact centers are taking advantage of such technology to distribute their operations through additional locations and even home-based agents to maximize performance options while controlling overall costs. As more and more organizations implement IP communication solutions, business processes can be streamlined to ensure customers get what they need while operations are optimized.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!