Fred Wilson writes:
One of the most interesting data elements about a business is the activity on the phones. Corporations have been mining information about contacts and relationships via SFA and CRM systems for awhile now. But the most important activity, the phone calls, has not been easily captured.
VOIP changes that. Now phone calls are like emails. They can be captured, recorded, analyzed, and mined for interesting data.
It seems to me that VOIP is rapidly taking share from PBX systems in small, medium, and large businesses. I don’t see many ways to play that from an infrastructure perspective, but I think there may be some really interesting software, services, and data opportunities resulting from this shift from analog to digital in the telephone business.