April 9th, 2007
I'm finding Forrester correct about VoIP's complexity for non-tech types
TMCNet reports that A study conducted by Forrester Research entitled "The VoIP Customer Experience: Work in Progress" finds that VoIP setup and related user interfaces are too complicated for many consumers.
"Value, trust/security, presentation, and navigation are the key problems identified by this new study," writes TMC's Leo Blanco. "There is a need to properly categorize menu items to avoid baffling customers with technical jargon, the study said."
Ooo are they right.
The study gave Yahoo! the marks for best usability. In terms of emerging VIP service providers, Jajah, Hullo, Gizmo Project and SightSpeed were also praised in the study.
Forrester believes, however, that most VoIP services could use significant improvements in set-up, installation, and search functions.
Russell Shaw is an enterprise computing journalist, analyst and author based in Portland, Oregon. See his full profile and disclosure of his industry affiliations.
