Infonetics says VoIP will continue to expand

According to Infonetics analyst Diane Myers, VoIP (voice over internet protocol) technology will continue to increase in use among businesses.

Speaking to Destination CRM magazine, Myers cited Infonetics’ bi-annual report, which states that VoIP markets expanded by about 33% last year.

The report also points the way for VoIP and unified communications (UC) to seamlessly connect customer service representatives and relevant experts to improve the way customer enquiries are handled.

Along with VoIP, counterpart UC services are also expected to double by the year 2013, since UC provides an integrated mailbox, communications device with immediate presence, and integrated contacts to make navigation of VoIP simple.

VoIP is also gaining in popularity due to the fact that with the new dependence on outsourcing, most companies do not have the funds or enough manpower to spare to place talented customer service assistants and technical experts side by side.

Myers predicted that in the future more traffic will be exchanged though VoIP than the old standard of a circuit switch.