Management implications of voice over internet protocol in South Africa

Abstract

With the constant evolution in technology, organisations are exploring new and innovative ways of gaining competitive advantage. The purpose of this study was to determine the potential benefits and opportunities of Voice over Internet Protocol (VoIP). The study also aimed at evaluating the risks as well as the potential challenges posed by VoIP. In addition, it evaluated the concept of disruptive technologies and whether the disruptive characteristics could be linked to VoIP. A sample of South African users, consultants, suppliers and businesses was used and the respondents were interviewed using structured open-ended questionnaires. The results were evaluated using content analysis and frequency tables. Several key insights have emerged from the study. The most significant is the risk posed by the energy crisis in South Africa. The research confirmed that, although cost reduction was the biggest benefit for the South African consumer, VoIP would create some regulatory challenges to the industry. The study validated that VoIP does possess traits of disruptive technologies and the implications thereof were discussed. The report concludes with a set of recommendations as well as suggested areas for future research.