Expand Your Call Center Universe

What’s more, an additional 38 percent of respondents to Yankee Group’s survey said they actively are researching and investigating the possibility of implementing VoIP.

For now, however, the top reason cited by survey respondents for not using VoIP is the high cost of implementation. Peterson says it costs at least $750 per contact center seat, provided the contact center already is using the most up-to-date core infrastructure. If the local area network (LAN) for single site contact centers or wide area network (WAN) for multisite contact centers hasn’t been upgraded recently, the costs could be even higher.