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CUSTOMER INTER@CTION Solutions
(formerly C@LL CENTER CRM Solutions)

January 2002
CUSTOMER RELATIONSHIP MANAGEMENT
Predictive Analytics As The Proverbial Early Bird
By Don Murphy, PeopleSoft
CRM analytics are known for powerful synthesis of historical customer data. However, the datas potential often goes untapped. With the right tools and a little intuition, organizations can increase profitability by leveraging customer information to anticipate customers needs and influence their behavior.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
What Todays Help Desk/Contact Center Outsourcers Can (and Should) Offer
By Maggie Klenke, Getronics
Outsourcing used to be a numbers game, and choosing a provider was relatively easy just find the agency that could answer the most calls in the shortest period of time for the least amount of money. In todays multichannel world, however, companies need to look beyond initial numbers.

CALL CENTER/CRM MANAGEMENT SCOPE
Product Of The Year Awards
And the winners are

E-SALES -- E-SERVICE.COM
Well Manage
By Erik Lounsbury, Editorial Director,
Customer Inter@ction Solutions

IP Telephony In The Contact Center
By Rebecca Kay Phelps and James R. Smith, Avaya
According to a research study conducted last year by Phillips InfoTech, 17 percent of U.S. businesses began implementing IP telephony, and Phillips projects the number will grow to 80 percent within four years. The discussion around IP has changed from why? to when and how?

IP Contact Center Solutions Migrate From The Internal To The External [Sidebar]
By Jody Wacker, Apropos Technology
Internet telephony may not be the most exciting of technologies. However, the growth and application of the technology in business today is becoming quite exciting.

HOW TO BUY PRODUCTS AND SERVICES
Workforce Management Roundup

The editors of Customer Inter@ction Solutions have compiled a comprehensive directory resource of the U.S. and worldwide companies that offer solutions to workforce management issues.

Buying Tips For Workforce Management Solutions [Sidebar]
By Brian Spraetz, IEX Corporation
Product features are obviously important when evaluating a workforce management solution, but there are other essential criteria to consider.

January 2002

DEPARTMENTS
Publisher's Outlook

High Priority!

Technology Highlights

Go to TMCnet.com for the latest communications technology news

TMC LABS
>This month, the technology editors of TMC Labs have examined two products: Previos eSupport Essentials Version 4.0 and Respond, Inc.s Respond CenterPoint. Read on to discover how the test drives went.

RE: LOCATIONS
The Philippines: Giving India A Run For Its Money
By Tracey E. Schelmetic, Managing Editor, Customer Inter@ction Solutions
The author recounts a recent conference introducing her to a new company and a new frontier for outsourced call centers.


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