VoIP changes the game for telework and call centres
News | 05/28/2008 3:12 pm EDT
Voice over Internet protocol (VoIP) is taking over contact centres. As a result IP – whether used for voice, data or in future video – promises to change the way they operate. "I think we hit a milestone this year," says Paul Lutz, global product marketing prime for contact centre 6.0 and 7.0 at Nortel Networks Corp. "We’re actually selling more voice over IP (telephones) than we are TDM."