For Customer Experience Professionals

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	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	Average: 7  (2 ratings)

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Executive Summary

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.

TABLE OF CONTENTS

• VoIP Consumers And Communication Needs
• Customer Experience Is The Main VoIP Differentiator
• Vendors Don't Address Mainstream Consumer Needs
• VoIP Applications Need To Shape Up

RECOMMENDATIONS

• Telcos And Mobile Operators Have To Face The VoIP Challenge
• Supplemental Material
• Related Research Documents

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