Contact center trends ahead
Here's a twist on the recent Yankee Group report that escaped my notice until today -
That's an important point - it will be the traditional voice providers that are likely to win the majority of business instead of VARs and systems integrators who will win.23 August, 2006The adoption of VoIP will increase significantly by the end of 2007, but it will be the traditional voice providers that are likely to win the majority of business instead of VARs and systems integrators, according to a new report from Yankee Group.
By Chris TalbotAccording to Yankee Group's "Migration Costs, Vendor Loyalty and Need for 'Agents Anywhere' Define Contact Center VoIP Adoption Plans" report, the VoIP adoption rate in North American contact centers was 17 per cent in 2005 but is expected to exceed 47 per cent by the end of 2007. While that means new business for vendors that sell VoIP products, it will be the traditional telephony equipment providers like
Nortel, Avaya and Siemens that customers will turn to first.
Enterprise business has some vital concerns about supportability, survivability and sustainability that always drive them toward the established players. Sure, open source solutions, especially in contact centers, are going to see huge growth. But that huge growth is predicated on starting at near zero in comparison to the established players. Look for the solid existing companies to acquire and partner for continued control of large portions of the market.
Technorati Tags: VoIP, Yankee Group, contact centers. VoIP trends
Technorati Tags: VoIP, Yankee Group, contact centers. VoIP trends
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