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VoIP Call Center Platforms Get a Social Network Makeover

CAMBRIDGE, Mass. May 21, 2012 Heavy Reading IP Services Insider Heavy Reading

VoIP Call Centers Adapt to a BYOD World

Denise Culver Heavy Reading IP Services Insider

"Over the past several years, VoIP call center growth largely has been attributed to the benefits it enables," Culver says. "Without question, this phenomenal growth in mobile technology, coupled with the growth in BYOD policies, mobile device growth and increasing numbers of remote and teleworkers, is driving more companies to deploy VoIP call centers," she continues.

VoIP Call Centers Adapt to a BYOD World

  • Contact centers must now enable users to interact with clients or consumers across the customer’s preferred channel, be it voice, IM, chat or social networking.
  • One strong vertical for VoIP call centers is financial services, which is focused on streamlining business processes and consolidating content and communications on a single platform.
  • Enterprises increasingly view VoIP call centers as a revenue-generating profit center, as opposed to only a customer-support tool.
  • Service providers should explore how to provide VoIP call centers for a fixed fee that decreases risk and capital outlay for enterprises.
  • As the BYOD trend adds pressure to enterprise infrastructure, vendors must address how such devices interact and integrate with the call center.

VoIP Call Centers Adapt to a BYOD World Heavy Reading IP Services Insider $1,595 $900 Heavy Reading Insider

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Press/analyst contact:
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SOURCE Heavy Reading

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