Strong sales now have the momentum that will make IP even more prevalent in contact centers. As demand increases, prices and support costs drop while features, functionality, and quality grow, thereby attracting even more customers. The reverse will be true for TDM. Lessening demand will lead to high sticker prices for older technology.
If your contact center has installed, or is planning to install an IP-based voice system, for reasons such as finding it to be the best choice in replacing your old ACD or supporting a new site or remote or home agents, then your facility is on track to become the new norm. Research and consulting firm Gartner expects that shipments of IP-based switches will (if they have not already) for the first time exceed ones that use traditional circuit-switched PSTN-based time division multiplex (TDM) technology.
That cut-over to having a majority of contact center seats IP-enabled could occur in the next few years. This trend, say analysts and suppliers, is being driven by legacy switch replacement cycles, adoption of IP by small/midsized contact centers, new sites, remote agents and informal contact centers, and by customer migration to text and e-mail from voice.
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Monday, August 25, 2008
IP-Based Phone Systems Come of Age in the Call Center
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