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This story was printed from silicon.com, located at http://www.silicon.com/

Story URL: http://www.silicon.com/research/specialreports/voip/0,3800004463,39127681,00.htm

IP telephony gives better customer service
So say UK businesses...

By Sylvia Carr

Published: Tuesday 08 February 2005

British executives think the ability of IP telephony to integrate voice, video and data could improve customer service and call centres, according to new research.

Just under two-thirds of UK businesses surveyed by Continental Research said using the technology could improve their customer relations as it would allow better quality and more efficient communication between customer service staff, the public, remote workers and branch offices.

When it comes to using call centres themselves, over half said they'd prefer to interact with them via technology such as web access.

Nearly 70 per cent also believe IP telephony could improve access to mobile or remote communication. Using VoIP over wireless networks is widely considered to be the next big opportunity for the technology - one which could put increasing pricing pressure on mobile operators.

But while IP telephony and VoIP have been sold largely on promises that they cut costs compared to standard phone systems, just over half of respondents think the technology will reduce costs.

The research, sponsored by converged communications provider Mitel Networks, consisted of interviews with 200 executives in the UK and is available in a report titled Power to the People: IP Telephony and Improving Customer Service.