Yankee Group Weighs in on VoIP Call Center Growth Trends
Here's a snip I caught this morning on IMCI's CallCenter magazine online this morning -
Call centers have represented a key convergence point in voice and data networking for many years. They were a huge driver for Computer Telephony Integration (CTI) applications and for Interactive Voice Response (IVR) systems. VoIP adoption hasn't been as strong to date, but advances in technology maturity and the lowered barrier to entry for advanced call center features with tools like Asterisk are driving accelerated growth. An increase from 15% in 2005 to 47% in 2006 is huge growth. Staggeringly huge given normal adoption and evolution rates.Yankee Group on VoIP Adoption
It's going to grow in a big way over the next three years.
Is VoIP migration still news? If your center is one of the early adopters, then perhaps it no longer is. But according to a new study by the research and consulting firm Yankee Group, VoIP adoption in call centers, at 17% in 2005, will reach 47% by the end of 2007.
Yankee Group's research says the VoIP penetration rate of agent seats will go from 16% (2005) to greater than 60% in the next three years. Larger centers -- 500 seats and more -- represent the biggest growth.
The increased use and necessity of remote agents is one of the biggest drivers in VoIP adoption, according to the research.
Yankee analys Ken Landoline cites call center agents working anywhere as a key factor. That's going to be a key factor in VoIP growth rates as well. Fixed mobile convergence will also drive huge growth numbers as it becomes a routine, accepted service devliery mechanism.
Technorati Tags: Yanke Group, VoIP, unified communications, call centers
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