VoIP is often blamed for quality or reliability issues with phone and call centre systems, but in reality it is completely ready for carrier-class communications.

There are rumblings emerging from the midst of the Voice over Internet Protocol (VoIP) space – they are the groans of frustrated users who have invested in the technology with little or no guidance and support. Like most other areas of ICT and telecoms, the value of VoIP lies in understanding its correct application.

Now that the act is in effect, companies must have a strong grip on their customer interactions, information flow and document management. When disputes arise with customers, it is up to the company to provide full records of the interaction, whether that be in the form of a contact centre call recordings, email interactions or a contract signed in-store.

The widespread growth of social networking proves that the ability to reach a multitude of people quickly, instantly and without interruption is a highly attractive proposition for consumers of all ages and backgrounds

The age of the one way communication street - where brands controlled the manner in which their customers communicated with them – has passed.