| This qualitative descriptive study was conducted to identify the benefits and the challenges of implementing VoIP in organizations. These included risks, costs, implementation issues, design issues, and management problems. An extensive literature review was conducted regarding VoIP implementation in organizations; beginning with its history, and how it has evolved since the beginning of the 20th century. Based upon the literature review, research questions were formulated and a survey instrument was developed. The data for the research were collected using survey instrument. The data collected were from organizations that provide VoIP services, currently use VoIP, and potential end-users. The technologies behind VoIP are relatively new, and there are many unspoken fears from its implementation problems. To maximize VoIP benefits, which include lower operational costs and better customer service, and to minimize implementation issues, organizations should simplifies the planning, deployment, and management of VoIP systems. The findings are expected to be beneficial to both organizations that currently have VoIP solutions and organizations that plan to implement or are currently undertaking VoIP solutions. |
