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IP Migration and Call Centre Uptake
iReach, Feb 2006, Pages: 15
In this report iReach examine the means through which vendors can exploit IP to achieve Contact Centre Sales.
According to iReach, scalability, performance, ease of integration and management are the key factors when purchasing contact centres.
This report analyses the trends in IP migration focusing on the pros and cons in this technology driven era.
Also iReach analyse how primary voice system vendors can reuse telephone sets and communication features, and embed communication functions such as VoIP gateways within the existing network infrastructure.
We examine the aspects affecting the call centre uptake which in turn influence a companies strategy to in-source or outsource call centres.
The report also reveals how iReach believe that many firms have not come to grips with defining the economic basis or business case that identifies when to begin migration. At that stage, they could explore some very important aspects of their IP communications architecture that will, in the long run, increase IP communications flexibility and reduce cost of ownership.
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