VoIP Call Center Platforms Get a Social Network Makeover

Social networking trends have spurred new opportunities for the makers of VoIP call center platforms, says Heavy Reading IP Services Insider

May 21, 2012

CAMBRIDGE, Mass., May 21, 2012 /PRNewswire/ -- Makers of VoIP call center platforms are adding a wide range of features and functions to their offerings in an effort to capitalize on the trends toward greater use of social networking and a growing array of mobile devices like smartphones and tablets, according to the latest report from Heavy Reading IP Services Insider (www.heavyreading.com/entvoip), a subscription research service from Heavy Reading (www.heavyreading.com).

VoIP Call Centers Adapt to a BYOD World examines the VoIP call center market, providing analysis about the most verticals that are most likely to utilize VoIP call centers over the next two years, as well as drivers in the market and challenges in the industry. It includes a comparative analysis of solutions available, examines the geographic growth expectations of the market and explores trends that are likely to occur in the industry over the next 18-24 months.

For a list of companies covered in this report, http://img.lightreading.com/evi/pdf/ipsi0512_companies.pdf

"VoIP call centers continue to evolve from their infancy of simple interactive voice response units into complex communications platforms that enable customers to communicate with customer service over various devices and networks," says Denise Culver, research analyst with Heavy Reading IP Services Insider and author of the report. "Until recently, enterprises and service providers generally created separate applications for voice and other customer service applications, but consumers increasingly are adopting a 'bring your own device' [BYOD] mentality, in which they expect to interact with anyone they choose."

"Over the past several years, VoIP call center growth largely has been attributed to the benefits it enables," Culver says. "Without question, this phenomenal growth in mobile technology, coupled with the growth in BYOD policies, mobile device growth and increasing numbers of remote and teleworkers, is driving more companies to deploy VoIP call centers," she continues.

Key findings of VoIP Call Centers Adapt to a BYOD World include the following:

  • Contact centers must now enable users to interact with clients or consumers across the customer's preferred channel, be it voice, IM, chat or social networking.
  • One strong vertical for VoIP call centers is financial services, which is focused on streamlining business processes and consolidating content and communications on a single platform.
  • Enterprises increasingly view VoIP call centers as a revenue-generating profit center, as opposed to only a customer-support tool.
  • Service providers should explore how to provide VoIP call centers for a fixed fee that decreases risk and capital outlay for enterprises.
  • As the BYOD trend adds pressure to enterprise infrastructure, vendors must address how such devices interact and integrate with the call center.

VoIP Call Centers Adapt to a BYOD World is available as part of an annual subscription (six issues) to Heavy Reading IP Services Insider, priced at $1,595. Individual reports are available for $900.

To subscribe, or for more information, please visit: www.heavyreading.com/entvoip. For more information about other Heavy Reading Insider research services, please visit: www.heavyreading.com/research.

To request a free executive summary of the report, or for details on multi-user licensing options, please contact:

Jeff Claudino
Director of Sales
Insider Research Services

Press/analyst contact:
Jennifer Baker
Marketing Director, Light Reading Communications Network

About Heavy Reading (www.heavyreading.com)
Heavy Reading is an independent research organization offering deep analysis of emerging telecom trends to network operators, technology suppliers, and investors. Its product portfolio includes in-depth reports that address critical next-generation technology and service issues, market trackers that focus on the telecom industry's most critical technology sectors, exclusive worldwide surveys of network operator decision-makers that identify future purchasing and deployment plans, and a rich array of custom and consulting services that give clients the market intelligence needed to compete successfully in the $4 trillion global telecom industry. As a telecom research arm of the Light Reading Communications Network (www.lrcn.com), Heavy Reading contributes to the only integrated business information platform serving the global communications industry.

About Light Reading Communications Network (www.lightreading.com)
The Light Reading Communications Network combines the most trusted telecom research brands with award-winning online communities and a rich events portfolio to deliver the only integrated business information platform serving the global communications industry. With the power of this platform, leaders who build, deploy, finance, and regulate next-generation telecom networks are able to make more informed decisions on emerging market and service opportunities. Light Reading Communications Network is a division of UBM TechWeb (www.ubmtechweb.com), the global leader in technology media and business information.

SOURCE Heavy Reading