Analysts reiterate: IP contact centers soaring

It's not shocking news, but industy analysts at Yankee Group have put together some impressive numbers predicting IP telephony's growth in contact centers. North American companies current have a 17 percent adoption rate which will surpass 47 percent by the end of 2007, they said. They also noted, as others have before, that VoIP is about long-term savings resulting from advanced new features, not merely about free long-distance calling. Features like intelligent call routing are also becoming more important, they said, since many companies will outsource only parts of their call center operations and therefore still need some in-house communications technology.

For more on VoIP:
- read this CRM Buyer article

ALSO: Sprint does hosted contact center app. Article