According to "Click-to-Talk and the Future of e-Commerce", a new report released by telecom market research firm Pike & Fischer says that click-to-call systems, which let online shoppers immediately talk to an online sales representative via VoIP, may not be safe or readily accepted by customers.

Pike & Fischer maintains that even though click-to-call is being embraced by prominent online companies like eBay and Google, consumers have not yet demonstrated that they are comfortable with receiving VoIP calls from sales people. The research firm also mentions customer concerns about security and privacy and points to the lack of a standard cross-platform VoIP technology.

"Click-to-talk technology could open up whole new areas of interactive broadband marketing by integrating popular forms of rich media advertising with a voice communications feature," reads the report. It continues, "Despite this, consumer behavior is one of the most difficult metrics to gauge, and as with many consumer-focused technologies, innovation may quickly become relegated to obscurity should consumers not adopt it in significant numbers."

The report examines VoIP implementations by companies like Google, Amazon and eBay and projects the impact that VoIP will have on e-commerce.




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