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Over 82% of Contact Centres to Adopt IP Telephony in 2 Years, Asia Leads:Genesys Survey

Most customer service organizations are poised to invest heavily in IP telephony (IPT) in the call centre in the next three years, but only if they are able to leverage their existing software and telephony equipment, according to a new survey of global enterprises sponsored by Genesys Telecommunications Laboratories, Inc., (Genesys). The survey covered 500 contact centre technology managers from 20 industries covering small and large customer service organizations.

“Clearly IPT is gaining momentum, however, customer service organizations have very different needs than the enterprise as a whole. It’s not “if” but “how” IPT is embraced that is the most critical issue for customer service organizations,” said Wes Hayden, CEO, Genesys.

Key findings of the survey:

• The U.S. has been the slowest region to adopt IPT. In Asia-Pacific, 25 percent of respondents had deployed IPT.
• Most respondents clearly recognize the benefits Open IP offers in allowing contact centres to leverage their investment in infrastructure components and applications from multiple vendors.
• More than 75% of respondents expect within three years to deploy or support customer interaction applications or technologies.
• Sixty percent of contact centres are expected to deploy IPT in at least one contact centre within a year, and 82 percent within two years.
• Most organizations expect to have a mixture of traditional circuit-switched telephony and IP-packet switching telephony across their operations for some time.