This report on the increased adoption of Voice over Internet Protocol (VoIP) technology by Contact centers by the Yankee Group is an eye opener.
In North American contact centers will grow from
approximately 17 percent in 2005 to greater than 47 percent by the end of 2007, according to a new report by the research firm. The shift will take place largely in contact centers of 500 or more agent seats, although growth is expected throughout centers of all sizes. The VoIP penetration rate of agent seats will increase from 16 percent in 2005 to more than 60 percent over the next three years, Yankee further elaborates.
What all this means is that VOIP adoption will mean a lot of costs savings for Call Centres and would cut down the need for offshoring or outsourcing to third parties. I'm sure a lot of Call Centre agents will love this news. Too bad this research is only done for the North American area.
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