TMCnet News
Genesys: Contact centers slow to adopt IP telephony(BNamericas.com Via Thomson Dialog NewsEdge)Latin America's contact centers have proved slow to adopt IP telephony, according to research by US call center software provider Genesys. The research showed that only 15% of Latin American respondents had adopted IP technology, compared to 25% in the Asia Pacific region and 19% in Europe, Middle East and Africa (EMEA), the statement said. Globally 60% of interviewees plan to migrate to IP telephony within a year, whilst 82% will organize the change within two years, according to the research. In the transition period, the majority of technology managers will adopt hybrid systems, the statement said. "We hope for strong growth in [IP telephony] by the year-end," said Laurent Delache, director of operations at Genesys' Brazilian unit. The research polled 500 contact center technology managers in 20 sectors globally. Genesys focuses on call center software, delivering real-time interaction solutions to medium- and large-sized businesses and call centers. |