VoIP – Businesses make the move toward unified communications

The implications of the credit crunch have certainly reached far and wide and the contact centre industry has been amongst those impacted. Many will use VoIP and unified communications in order to try and make their operations as cost effective as possible.

Call centres are amongst the businesses that are prepared to be progressive despite the ongoing threat of recession in the UK and many are expected to invest in unified communications over the next 12 months. It is important to consider all the ways that technology can be of benefit to a contact centre and this is key to understanding why contact centres are prepared to invest in systems such as VoIP technology. VoIP stands for ‘voice over internet protocol’ and it is utilised within the telecommunications industry due to the many benefits it is capable of generating. It is these benefits, such as increased flexibility and reduced operational costs, which are the driving force behind why many contact centres are expected to seek out unified communications tools such as VoIP in 2009.

VoIP – Investment Opportunities

According to research released by solutions provider, Interactive Intelligence, as many as 87% of the contact centres they surveyed are planning to invest in unified communications technology such as VoIP software. This just goes to show the high regard this form of technology is held in and there are many applications for VoIP technology within the call centre environment. The reason for the anticipated uptake in VoIP and Session Initiated Protocol (SIP) technology is because of an increased awareness amongst contact centre managers of the benefits which can be achieved through the implementation of such technology.

VoIP – Looking at the Findings

VoIP technology is likely to become the cornerstone of much of call centre’s operations in 2009 and, according to the research from Interactive Intelligence, it was the retail, distribution and transport sector which held the most interest in VoIP technology with 100% of those surveyed saying they were contemplating a move towards unified communications. The credit crunch hasn’t had as much as an impact on those looking to integrate VoIP technology as many had expected. Over half of those surveyed revealed that they didn’t expect the credit crunch to have a bearing on the strategy to implement VoIP technology and unified communications. You can find Business broadband packages at Microcare-systems.co.uk plus other essential comms solutions.