For Customer Experience Professionals (Length: 18 pages)
This is a Consumer Technographics document

April 3, 2007

The VoIP Customer Experience: Work In Progress

VoIP Customer Experience Is Not Ready For Mainstream Users

by Zayera Khan

with Jaap Favier, Michèle Bouquet

Executive Summary (This is a document excerpt)

Consumers choose voice over IP (VoIP) because it offers select zero or low-cost alternatives to expensive phone calls that telcos cannot beat. Current Web-based VoIP offers have attracted tech-savvy consumers, but in order to also attract mainstream consumers, VoIP vendors Google, ICQ, Microsoft, Skype, and Yahoo! have to radically improve the experience. Telecom and cable operators have an edge in this market segment.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemVoIP Consumers And Communication Needs

itemVendors Compete Head To Head With Incumbent Telcos And Cablecos

itemCustomer Experience Is The Main VoIP Differentiator

itemVoIP Evaluation Methodology

itemWe Created Personas And Scenarios For VoIP Evaluation

itemVendors Don't Address Mainstream Consumer Needs

itemApplications Pass The Mark On Some Criteria

itemVoIP Applications Need To Shape Up

itemVendors Must Iron Out Technology Issues

Recommendations

itemTelcos And Mobile Operators Have To Face The VoIP Challenge

itemSupplemental Material

Forrester interviewed 20 vendor and user companies, including: Google, ICQ, Microsoft, Skype, and Yahoo!

Related Research Documents

itemEuropean Telcos Must Look Beyond Simple One-Phone Solutions

March 12, 2007, Trends

itemVoIP Marketers: Price And Features Slowly Win Over Consumers

March 9, 2007, Trends

itemDespite Low Uptake, VoIM Matters

February 6, 2007, Trends

itemMaking Broadband Triple Play Profitable: VoIP Revenues

December 14, 2006, Trends

itemIt's Still Early Days For Consumer VoIP In Europe

September 26, 2006, Trends

Find Documents In Related Categories

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Technology: Channel Design Strategies, Convergence Services, Customer Experience, Networking, Telecommunications Services, Unified Communications, Voice Services
Industry: Consumer Technology, Consumer Telecommunications
Geography: Europe
Archived Teleconference:
European Cross-Channel Design 2007
Original air date: Thursday, September 20, 2007
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Ratings and Comments
Rating: 7 out of 10
based on 2 ratings across all roles.
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