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The Reality of IP Contact Centres in the UK
ContactBabel, April 2003, Pages: 74
The most up-to-date and largest survey of UK contact centres' attitudes, actions and plans for using IP contact centre solutions is available now. Written in conjunction with the CCA (formerly the Call Centre Association), this report is built upon primary research with 114 key influencers in some of the UK's leading contact centre operations. It looks at their actions, motivations and plans for making their contact centres IP-enabled. The report is objective, insightful and is essential reading for any business which is interested in finding out more about the reality of IP solutions without having to listen to hype.
Backing up this primary research are case studies of businesses which have implemented IP, interviews with leading IP contact centre solution providers and impartial advice from a well-respected industry analyst. Anyone with an interest in understanding how IP is affecting the UK contact centre industry should read this report:
- Senior executives
- Contact centre managers and directors
- Sales and marketing directors
- Customer service directors
- Operations managers and directors
- IT managers and directors
- Data and telephony managers
“The Reality of IP-based Contact Centres in the UK” explains
- how IP-based solutions are being implemented now
- the advantages there are to IP-based contact centres
- the commercial and technical issues you need to consider
- how other contact centres are using IP
- what your competitors are doing and thinking about IP
- the solutions available to you
- the questions you should ask your vendor about IP
Key issues are covered in depth, such as:
- Hybrid vs pure IP solutions
- Competing voice standards
- Businesses’ motivations to implement IP, key decision-makers,
- choice of vendors and uptake of technologies
- The impact of homeworking and remote sites upon IP take-up
- Inhibitors to IP implementation
- Questions to ask suppliers
- Which type of contact centre gains the most from IP?
- The cost of implementation
Key report findings
- Implemented carefully in an environment which supports a Quality of Service network, the reliability of IP telephony can rival traditional circuit-switched infrastructures
- Survey respondents were reasonably evenly divided amongst those which had or were definitely implementing IP, those which were researching the option, and those which had no foreseeable plans to implement IP.
- IP is an enabler, not an end in itself. As such, the decision to move to IP is likely to be a strategic choice taken at the higher levels of the business, and may focus more upon the contact centre’s long-term position, rather than shortterm cost savings
- The main influence upon actual decision-making was the existence of convincing return-on-investment figures. On a greenfield site, ROI is easier to prove: putting only one network in place, avoidance of switch purchase cost, and lower management costs are immediately available. In an existing site, ROI can be more difficult to prove, and it can require a strategic decision to take place before IP will be installed, such as the desire to use homeworkers or remote sites, gain a single view of the customer, or improve flexibility going forward.
- The ability to develop multimedia channels more fully also pays a significant role in decision-making, and comes a clear second to proof of ROI.
- There is unlikely to be a rush towards IP implementations. Many businesses are either trialling the technology on a small basis, or researching their options. It is unlikely that IP will become mainstream before 2005, but it seems highly probable that IP contact centre solutions will be the industry benchmark after this time.
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