destinationCRM.com%3A Contact Centers Begin the Switch to IP

destinationCRM.com%3A Contact Centers Begin the Switch to IP
1. Corporate VoIP market is expanding.
overall corporate spending on VoIP technology to rise from an estimated $1 billion this year to $5.5 billion by 2008.
2. Datamonitor, the global market for contact center component technology will grow to $5.1 billion by 2008, up from $3.6 billion in 2003. The report, entitled "Contact Center Component Technology to 2008," notes that "over the next five years...IP will overtake [time-division multiplexing] in the contact center."
3. the expansion of the "virtual contact center" may be the new vanguard
4. Existing deployments are also in the way. "Five to seven years ago there was a huge investment in contact center and CTI technology," Barr says. "And most of that stuff's depreciated by now. People have a pretty big investment in those [systems]. We're just getting to the point where those are being amortized. The pain threshold is disappearing."