Research: The VoIP Customer Experience: Work In Progress

Consumers choose voice over IP (VoIP) because it offers select zero or low-cost alternatives to expensive phone calls that telcos cannot beat. Current Web-based VoIP offers have attracted tech-savvy consumers, but in order to also attract mainstream consumers, VoIP vendors Google, ICQ, Microsoft, Skype, and Yahoo! have to radically improve the experience. Telecom and cable operators have an edge in this market segment.

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