The Growing Pains of VoIP: Managing Customer Care

With the emergence of VoIP, several customer care challenges must be addressed if service rollout is to be successful. Today there is no common way in which providers are offering VoIP. Instead, as these providers roll out VoIP services, they are doing so with different products, different marketing messages and different OSS in the background. What exists in the back office ultimately affects the customer service representatives and the quality of customer care, says Yaron Raps, VoIP practice lead at Business Edge.