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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.







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