VoIP contact centre market 'likely to grow'

There is likely to be continued growth in the use of VoIP-based contact centres, one expert has argued.

Richard Snow, research director at Ventana Research, argued in a piece for Call Centre Helper that while VoIP-based contact centre use has increased over the course of the last five years, further growth is likely.

"VoIP allows companies to transmit voice and data over a single network and once in place, making calls over the network is free," he said.

Companies may be able to benefit from a number of features by using VoIP services, he said, noting that the technology can help to reduce operational costs and can also help to make updates to current contact centres cheaper.

Besides this, the use of VoIP can help with the creation of virtual centres, meaning that remote or home-based workers may be able to feel like part of a team and work on the same network as office-based staff.

Recent research from Dell'Oro revealed that despite the economic downturn, there has been an upswing in demand for VoIP services within business.