New Market Study Published: Voice quality: an unheralded factor in customer experience

May 16, 2010 - PRLog -- In the rush towards cost efficiencies made possible by voice over Internet protocol (VoIP) communications, many enterprises have given short shrift to monitoring and improving voice quality. However, this creates problems in the contact center where poor voice quality leads to poor customer experiences - and to increased inefficiency due to longer-than-necessary interactions. But through some simple to deploy technologies, contact centers can use voice quality enhancements to drive improved customer experiences.

For more information or to purchase this report, go to:
-  http://www.fastmr.com/prod/60359_voice_quality_an_unheralded_factor_in_customer_experience.aspx

Report Table of Contents:

Executive summary
In a nutshell
Ovum view
Recommendations
Recommendations for contact centers
Recommendations for enterprises
Recommendations for vendors
Improvements to voice quality for the contact center
Taking a proactive role
Customer experience starts with the agent
Open standards open up possibilities for quality improvement
A holistic approach
A survey and not a census
Other solutions

List of Figures
Figure 1:  Action points to measure or improve voice quality in contact center interactions

About Ovum

Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation.  View more research from Ovum at http://www.fastmr.com/catalog/publishers.aspx?pubid=1006

About Fast Market Research

Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.

For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.