According to a survey by research firm Frost and Sullivan, nearly 40% of the Asian contact centers are mulling to switch over and become IP based. It also found that over 80% of respondents wanted more contact centers that can handle multiple channels like:

1. Voice,

2. E-mail

3. IM

4. Short Messaging Service (SMS) and

5. The Web.



The study was commissioned by Avaya which polled decision makers from over 1,000 contact centers in China, India, Singapore Japan, Korea, Australia, and New Zealand.



The report also found that IP-based technology has become more stable in recent years, and reliability issues were no longer listed as the main barrier for IP adoption across the region’s contact centers.



The main reasons for the deployment of IP-based contact centers as cited by the respondents are:

a) Cost reduction and

b) Ease of network management.



The study, however, did not state how many of the contact centers surveyed were already IP-enabled.



The next big destination for IP-based services is Asia. Asian countries like India and China are yet to open up for VoIP. South Korea perhaps has the highest per capita users of broadband users and China is already the world’s second largest Internet using country after the US. The latest trend of businesses and contact centers moving towards becoming IP-based is not surprising. The future of VoIP players lies in how they maneuver the Asian markets in the near future. Now it’s the time to do their homework and be ready because the gates would be soon opened up.





News Via: ZDNet India