Elizabeth Ussher

Due to its potential for a fast payback, speech recognition enjoyed significant growth during the lean years. Self-service applications will accelerate during 2005, spurred by lower transaction costs. Continued success with self-service will extend these applications beyond the call center into the broader business. Vendors will differentiate based on vertical solutions and packaged applications.

In 2002, converged solutions (voice/data/video, wireless/wireline) will be considered in 90 per cent of enterprise voice, video, and data infrastructure evaluations. Enterprises are moving past the initial phase of lab and performance testing, and entering the "burden of proof" phase for ROI and ease of management, say researchers with the META Group.

In anticipation of a single communications protocol (IP), enterprises have added and augmented processes and staffing requirements. Identifying appropriate time frames, technologies, and transition steps will be essential to facilitate the absorption and management of IP telephony.

IT professionals supporting users that require mobile alternatives to wireline desk phones have a multitude of options. The intense media focus on mobility must be met with solutions that provide benefits to the user as well as business value.