While many contact center organizations seeking to control technology costs and boost flexibility have moved to the VoIP-based call center business model, some companies have been hesitant. In some cases, it's about perceptions of security not being robust enough or the product being too difficult to learn to use. Other companies are worried that a software-based solution won't integrate with legacy technology. Still more dislike the idea of not having old-fashioned "boxes" in the IT room. While the VoIP contact center industry has done a good job dispelling these misperceptions, there is one more that remains: perceptions of a poor match between software-based call centers and outbound telemarketing businesses.
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