VoIP Adoption, ROI, and TCO Trends

May, 2010


Investment in Voice over IP (VoIP) is widespread and growing, although some organizations are having difficulty precisely estimating their total cost-of-ownership. This study examines VoIP adoption trends, providing data on how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. To give additional insight, we look at the economic experience of those that have adopted the technology. We examine return on investment (ROI) experience in terms of the percentage of organizations that report positive and break-even ROI within a two-year period. We also balance the potential ROI against the risks, measured in terms of the percentage of organizations that exceed budgets for total cost of ownership (TCO). (16 pp., 10 figs.)
[Research Byte]