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CUSTOMER INTER@CTION Solutions

January 2003
CUSTOMER RELATIONSHIP MANAGEMENT
CRM Applications: Licensed Or Hosted  
Which Is Better For You?

By Aradhana Roy And Anurag Juneja, eGain
When it comes to CRM application deployments, there are primarily two approaches: in-house licensing and using software as a hosted service.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Outsourced CRM: Keep The Strategy, 
Lose The Infrastructure

By Peter Allen And Mike McMenamin, TPI, Inc.
Because the supporting CRM technologies and processes are highly complex and usually require intricate integration and implementation of major business applications across the enterprise, they are prime candidates for outsourcing to third-party specialists. 

Separating Myth From Reality: Why Outsourcing Can Improve Return On Investment And Lead To Greater Profitability (Sidebar)
By Tom Antunes, Convergys
The author takes a look at some of the more pervasive myths about outsourcing, as well as compelling evidence against them.

CALL CENTER/CRM
 MANAGEMENT SCOPE
Customer Inter@ction Solutions 2002 
Product Of The Year Awards

Each year, Customer Inter@ction Solutions magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements.

RE: Locations
Missouri: Touring Call Centers 
In Mid-America

By James Beatty, NCS International
The author shares what he discovered after touring with the Rural MidAmerica Development Association, an organization consisting of communities in nine counties in Northeast Missouri that have come together to better market their area for corporate and industry expansion.

Glasgow: The Location For A Twenty-First Century Contact Center (Sidebar)
By Tracey E. Schelmetic, Managing Editor
Customer Inter@ction Solutions self-titled roving editor-on-the-spot had the unique experience of visiting Glasgow, Scotland, with the intent of looking at the city as a European call center location.

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   Technology Highlights

   The Purdue Page

TMC LABS
This month, TMCTM Labs takes a look at Netopias eCare, a browser-based product that facilitates real-time interaction between a companys help desk and its customers.

Daily Breaking News!
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