Understanding Contact Center VoIP Adoption Plans by Vertical Market Segment:

Understanding Contact Center VoIP Adoption Plans by Vertical Market Segment

Product Type: Market Research Report
Published by: Yankee Group
Published: November 2006
Product Code: R388-2307

Description

The Yankee Group 2005 North American Contact Center VoIP Adoption Survey was designed and implemented to assist enterprise executives, VoIP vendors and service providers gain insight into contact center adoption and spending plans for VoIP in the next 2 to 3 years. As reported previously in the January 2006 Yankee Group Report, Migration Costs, Vendor Loyalty, and Need for “Agents Anywhere” Define Contact Center VoIP Adoption Plans the study confirms this would be a pivotal period for VoIP in the contact center environment. Although only 17% of respondents reported having implemented or actively tested VoIP in their centers at the time of the survey in late 2005, collected survey data confirmed that the level of activity would nearly triple by the close of 2007 when nearly half (47%) of all contact centers expect to have VoIP deployed to their contact center agents’ desktops.

As expected, the commitment to VoIP in the contact center is spread broadly across vertical markets. However, the implementation planning and timing of the transition to VoIP, as the survey respondents reported, varies a great deal by specific vertical market. Exhibit 1 depicts the current commitment and planned timing for VoIP adoption in the next 2 years by vertical market segments. Among the verticals that show the strongest commitment to VoIP today, with VoIP already implemented in a major portion of their centers, are outsourcers (50%), telecom and cable (37%), consumer goods (36%) and the federal government (33%).

Several vertical market segments predict that by year-end 2007 they will have 50% or more of their contact centers with VoIP deployed to the agent desktop. These include telecom and cable (81%), outsourcers (75%), utility and energy (75%), consumer goods (55%), retail (55%), entertainment and media (54%), the federal government (50%) and professional services (50%). The financial services segment estimates that 48% of its contact centers will be using VoIP technology at that time.

Clearly, VoIP testing and implementation activity will be high in these segments in the next few years. Conversely, segments with relatively low expectations for VoIP contact center penetration in the next 2 years include transportation (20%), state and local government (29%) and education (35%).

Table of Contents

I. VolP Adoption Motivations
II. Data/Analysis: The Survey Parameters and Data Collection; Deployment Plan Findings; User Concerns and Perceptions of VoIP Migration; Vendor Selection Implications
III. Conclusions and Recommendations: Recommendations for Vendors
IV. Further Reading

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