2007 Contact Center Purchase Plans

Twenty-two percent of enterprises plan to expand their contact centers, with most large companies indicating plans to continue to directly manage their operations in-house. Currently, only a small percentage of enterprises use managed services, but 38% of European and 22% of North American companies express some interest in managed services for IP contact centers. Companies are gradually migrating to IP contact centers, but less than one-quarter indicate full or partial deployments for converting their operations to IP. However, companies that currently deploy IP for their contact centers anticipate strong adoption during the next four years. As concerns regarding reliability and scalability for IP diminish, Forrester predicts that a greater number of enterprises will upgrade their legacy contact centers to an IP platform during the next five years.