The emergence of an Ip-acd market is the most important development in the call center world. The use of IP telephony within the call center will eventually shake up the ACD market and change call centers entirely - not just in terms of infrastructure but also in terms of the way they service calls. The competition is intensifying as voice and data converge. New vendors emerging from the data world are rapidly invading the space of traditional ACD vendors, threatening to take over what has been the preserve a small number of companies for many years. The question is: when exactly will IP-based technologies become mainstream? Or, have vendors been too quick to predict the death of the traditional ACD? Datamonitor''s report 'IP: the Future of the ACD?' answers these questions and examines the dynamics of the Ip-acd market over the next five years. Tracking the market from infancy to adolescence, this report identifies the drivers and inhibitors of the market and reveals the impact IP-based technologies will have on call centers and hardware and software vendors. 'IP: the Future of the ACD?' will provide you with a comprehensive analysis of this relatively unknown market and an in-depth insight into its emergence in the US across 12 vertical sectors.
