By Forrester Research
Special to CNET News.com
August 25, 2003, 12:10PM PT
By Vijay K. Bhagavath, Analyst
Maturing Internet Protocol telephony standards, client devices and applications in Global 3,500 companies mean that voice-over-IP deployments are finally starting to make sense.
With VoIP moving closer to mainstream acceptance, IT executives we recently interviewed seek answers to questions about migration to Internet-based telephone systems and its benefits.
What are some key reasons for enterprises to deploy VoIP?
Lower costs. IP phones make employees more self-sufficient. For example, a midsize health care company we spoke with saved about 20 percent in IT costs, resulting from employees doing their own phone/PC moves and adding and changing features.
Flexibly route calls. Tech support staff in technology firms, many of whom are teleworkers, increasingly use IP-based soft clients to forward calls by name, location or job function to their colleagues worldwide. IP-based call-routing techniques help these users speedily resolve complex tech support issues and handle customer-initiated query escalations.
Avoid phone tag. Enterprise users are increasingly using the presence awareness features in Microsoft's Outlook and Messenger applications to choose the right device to communicate with colleagues, avoiding phone tag. Users can also take advantage of "presence" to specify a preferred device for incoming calls, eliminating multiple communications attempts and redundant messages in cell phones, desk phones or two-way pagers.
Should I use a centralized or distributed VoIP setup?
What's the biggest issue enterprises face when moving to VoIP?
How can users benefit from VoIP-enabled applications and devices?
When can companies expect mature, standards-based VoIP systems?
What VoIP-enabled enterprise applications are on the horizon?
© 2003, Forrester Research, Inc. All rights reserved. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.