The findings in the "IP and Call Handling" chapter of the report, sponsored by CosmoCom, provider of a mature and field proven IP contact center platform, show that large contact centers are especially likely to see IP as an opportunity for savings in telecommunications and network costs, and as a cost effective way to implement new functionality.
"Many contact center investment decisions emphasize short term operational cost savings", commented Steve Morrell, author of the ContactBabel report. "Our research confirms that savings opportunities with IP are significant. But our results also suggest that when considering IP contact centers, companies should think of them as enablers whose value will be realized over time in new applications and a better customer experience," Morrell continued. "In addition to flexibility in deploying agents, many respondents cited easier integration among different contact center applications, a benefit that strongly supports both agent efficiency and the customer experience."
"CosmoCom is pleased to be the sponsoring ContactBabel’s excellent research," said Steve Kowarsky, CosmoCom’s Executive Vice President. "The report provides strong support for our core value proposition that IP contact centers help enterprises to be more reachable and more responsive in a highly cost effective way, consolidating multiple locations, captive and outsourced operations, multiple communication channels, and multiple applications."
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