In its latest report, the Yankee Group claims that nearly half of the North American call centers are geared up for the VoIP rollouts by the end of next year. The driving factor behind the large-scale VoIP implementations is the multi-facet applicability of this latest Voice Technology.
Although, VoIP adoption is lagging behind earlier predictions, the call centre market is moving forward to exploit the technology, the research group says.
According to the report, 47% of call centers of North America are expected to roll out VoIP by 2007. It was just 17% in 2005.
Especially, the largest call centers (having more than 500 seats) will witness the greatest uptake of VoIP from now until the end of 2007, the analyst foresees.
The main reasons for adopting this Voice technology are to operate multiple call center sites economically and flexibly and to be able to place agents anywhere.
Read
