By 2005, it says 35 per cent of call centres worldwide will be using network-based services generating more wealth than any other call distribution mechanism. In a separate report, Ovum predicted that network-based call centre services will...
According to Lucent they are already in talks with BT, NTL, and most major UK ISPs. Paul Whittle, UK director of business development at Lucent, said performance management will become a crucial differentiator as service providers strive to...
Orange may be addressing that market by the start of 2005 by being able to roll out the TalkNow client on new phones rather than have it downloaded to the type of smart phone only high-end users tend to own, but for now it talks openly about...
Voice and text messaging will continue to drive mobile operator revenues in Europe during the next three years. According to the latest research from Arthur D Little (ADL), revenues will surge 7.5 per cent this year, with the main driver being the...
Ian Keene, Gartner's vice-president and chief analyst, said: "Most of the businesses Gartner talks to aren't there yet. Voice services make up a massive chunk of the revenue stream of a major telco such as BT.
However, that in turn opens users up to VoIP which creates a self-perpetuating cycle. At the heart of this issue is the decline in the traditional voice business of many large incumbent telcos, where voice revenues are in a decline of up to 10 per...