Executive Summary (This is a document excerpt)

Operators, vendors, and the media are hyping VoIP. But are consumers buying the hype? In the first part of our VoIP series, Forrester surveyed 1,132 online households from our Ultimate consumer panel. From these surveys we learned that many consumers have heard of VoIP but few are interested — and even less are using it. Operators plan to capitalize on consumers' desire to save money in the short term. In the future, successful operators will use VoIP networks to deliver mass service customization and accelerate service development.

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