Five9 White Paper

Yankee Group's Total Cost of Ownership Study

The contact center marketplace is at a turning point caused by the revolutionary and disruptive effects of the internet. IP telephony has changed the market landscape in terms of economics, global reach, ubiquity of service and resource availability. Multi-site environments and remote workers are becoming common, enabled by the easy-to-implement features of simple-to-install, yet robust and sophisticated IP-hosted contact center solutions. These new solutions can better satisfy the needs of a marketplace seeking lower TCO, higher return on investments, better customer service and reduced operating costs. The Yankee Group 2005 North American Contact Center VoIP Adoption Survey reviews the market forces driving these trends

Tags: Customer Service, Call Center, Contact Center, VOIP

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