Benefits of VoIP not yet completely understood

Survey reveals that confidence in the system is high but confusion remains about what it can do

The benefits of voice over IP (VoIP) are not being fully understood by customers, according to research carried out by FrontRange Solutions.

The CRM service provider, which straw-polled delegates at a recent Call Centre Expo event, found that end-users accepted VoIP as the future of telephony, but they had misconceptions over what VoIP can offer.

Some 88 per cent of respondents understood the term VoIP, with 67 per cent already implementing or planning to implement VoIP systems. However, 67 per cent expected to reduce call costs and 33 per cent expected increased satisfaction automatically.

Despite VoIP being able to develop systems and performance, it does not guarantee better service for callers.

Steve Feeney, sales and marketing director at FrontRange, said: “Firms accept that VoIP will be the main driver of telephony for years to come.”

Feeney added that VoIP resellers and providers should be targeting IT managers who have been set targets to improve performance and educate.

“A lot of respondents felt the most important factor is staff attainment, but there needs to be an education period to show the benefits to firms’ customer base – only then can firms understand and reap the rewards of a VoIP system,” he said.

Ali Shirnia, vice-president for sales and marketing at VoIP provider Wicom, said: “Concerning the transition of PBX to VoIP, it is a process that allows voice and back office applications to be combined. The real benefits of the integration can be seen as systems are improved and costs are gradually reduced.”

David Larkin, group marketing manager at Inclarity, added: “There is a lot of confusion. Customers need to be educated on the difference between consumer VoIP and business VoIP.”