What will drive VoIP into the enterprise, both at the edges and in the core, is feature parity with the PSTN (public switched telephone network) plus a clear cost advantage. Neither is a slam dunk, but the rules are changing. The vaunted high quality and low latency of the PSTN, for example, does not extend to the vast number of business calls conducted on cell phones. Even as the quality of the average PSTN call heads south, VoIP calls can challenge the best the PSTN can offer.
According to the Telephony Survey, the top business drivers of telephony applications are CRM, at 36 percent of respondents; and KM (knowledge management), at 33 percent of respondents. Although bottom-line savings are the obvious rationale for VoIP, IT decision makers clearly think voice/data convergence can help push top-line growth, too.