VoIP operators have recently launched aggressive marketing campaigns that combine new packaging, advertising, and distribution models to drive service recognition and sales. What they’ve left out is full integration with the Web site. To be successful, operators must make VoIP easy to find on the Web site, cross-list VoIP in multiple categories, and make sure that the call center can process orders and handle inquiries about Web information and orders.
Lot’s of interesting Forrester posts / reports
