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August 1999

IN FOCUS
The New Call Center Can Make Or Break Your
E-Business Initiative
By Ron Perrotta, The Vantive Corporation

Do You Need A Multimedia Call Center?
By Hugh Goldstein, VocalTec Communications

CALL CENTER TECHNOLOGY SOLUTIONS
From Automatic Call Distributor To Automatic Interaction Distributor: Is Your Call Routing System Ready For The Electronic Age?
By Christine Holley, Interactive Intelligence, Inc.

CALL CENTER MANAGEMENT SOLUTIONS™
Selecting Customer Support Software
By Ron Bleiberg, NCR Corporation

The Right Vendor Leads To The Right CRM Software (Sidebar)
By David Golan, Applix

The Top Ten Features To Seek To Knowledge-Enable Customer Support Software
By Mark Anton, InFact Technologies

Customer Relationship Management And The Data Warehouse
By Drury Jenkins, SAS Institute

E-SALES--E-SERVICE.COM
Virtual Tinker's Wagons And The Return Of Haggling
By Tracey S. Roth, Assistant Editor,
C@LL CENTER Solutions™

Bridging The Gap Between Call Centers
And The Web
By Stan Vestal, Quintus Corporation

E-Sales--E-Service.com News

TELESERVICES OUTSOURCING
The Fastest-Growing Teleservices Companies —
The Sixth-Annual Survey And Ranking Of Rising
Stars CALL CENTER TECHNOLOGY SOLUTIONS™

How One Teleservices Agency Successfully Manages Growth: An Interview With Daniel Julien

HUMAN RESOURCE DEVELOPMENT
The Impact Of Technology On Call Center Training
By Linda Gherardi, Olsten Corporation

CTI EXPO™ BEST OF SHOW
Editors, Engineers
Pick Best Of CTI™
EXPO Spring ’99

August cover

DEPARTMENTS
Publisher's Outlook
High Priority
Technology Highlights
Call Center News™
Corpus Juris
Letters

TMC LABS
Systems Modeling Corporation’s Product Arena Call Center Edition 3.5.

Also on TMCnet
Video: Computer Glitch Strands Hundreds in Airports Mass flight delays caused by an electronic communication failure at a Federal Aviation Administration delayed hundreds of flights and left passengers stranded. (Aug. 27)	Video: Northern Lights Robotics Team You might consider picking up a ball, a somewhat easy task. But when you're asked to do it by building a robot first, the job probably doesn't seem quite as easy. This was the task that the Northern Lights Robotics Team was asked to accomplish this past year for the annual FIRST Competition. FIRST, is For Inspiration and Recognition of Science and Technology. The competition brings teams from all over the country, who also build similar robots. The Northern Lights Team took 16th out of 54 teams this year, and today they were in Dakota Square Mall starting preparations for next year's competition. Members wanted to showcase what they built, but they were also hoping to gain some interest. (Anthony Callina, Northern Lights Robotics Team) We're just showing what we do and how it works in the whole FIRST competition. And we're here to recruit new members, maybe get some people involved, anyone who can help or just want to be part of the team. (Sarah Angell, Northern Lights Robotics Team) It's not just something for building, you can do anything. I do a lot of the promotions and just kind of background work stuff. Anyone can join. FULL CG And if you'd like more information on the Northern Lights Robotics Team, or you're interested in becoming a member, you can contact, Byron Borgen at 839-2407.	Video: Gym Hopes To Turn Human Energy Into Electricity You can burn energy and create it too at the Green Microgym in northeast Portland.

2008 TMC Labs Innovation Award Winners Announced Presented By INTERNET TELEPHONY Magazine

White Paper Library Re-Launched On TMCnet

Introducing the 2008 IPTV Excellence Award Presented by INTERNET TELEPHONY Magazine

TMCnet Welcomes New Columnist Peter Brockmann

INTERNET TELEPHONY Conference & EXPO West 2008 Exhibit Hall Nearing Capacity for Fall Event

Customer Interaction Solutions Announces 2008 IP Contact Center Technology Pioneer Award Winners

Customer Interaction Solutions Magazine Names Brendan B. Read Senior Contributing Editor

TMC Schedules Internet Telephony Conference & Expo West 2008

PIKA Technologies Launches Telephony Hardware Community on TMCnet

Announcing the 2007 Product of the Year Award Winners Presented by Communications Solutions

Last Call for Speech Technology Excellence Award Entries

TMC Schedules Internet Telephony Conference & Expo West 2008

TMCnet Welcomes New Columnist Matt Bancroft

TMC Launches WiMAXtoday.TMCnet.com

2008 TMC Labs Innovation Award Winners Announced by Unified Communications Magazine

TMCnet Welcomes Rick Bye as Newest Columnist

TMC Names Best of Show Winners of INTERNET TELEPHONY Conference & EXPO East 2008

Interactive Intelligence Receives Record Page Views on Highest Trafficked Contact Center Site on the Web

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