Expand Your Call Center Universe

To date, however, few catalogers have adopted VoIP. A recent survey by the IT research and analysis firm Yankee Group revealed that VoIP adoption was at just 17 percent of all contact centers in North America. But the need to flexibly manage networking across multiple contact centers and remotely connect off-site agents is expected to drive an additional 30 percent of contact centers to implement VoIP by the end of 2007, the survey revealed.