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DEPARTMENTS

Publisher’s Outlook
2007 Contact Center CRM Industry Status And Forecast
By Nadji Tehrani, Executive Group Publisher,
Technology Marketing Corp.

Our phenomenal industry, which officially began to grow as of June 1982 with the publication of our flagship magazine, Telemarketing®, has continued to grow, in spite of many obstacles and roadblocks, at a phenomenal rate.

High Priority!
VoIP Changes The Lives Of Disabled Veterans
By Rich Tehrani, Group Editor-in-Chief,
Technology Marketing Corp.

Today, many people know how voice over Internet protocol (VoIP) has changed lives and how it has allowed communications to take place among individuals who previously could not afford to communicate.

Letters To The Editor

Customer Inter@ction News™

CallCenterComics.com
By Ozzie Fonesca


Hosted IVR And Contact Center Solutions: The Compelling
Case For Adoption

A White Paper By Envox Worldwide
The increase in VoIP technology adoption is having an interesting impact on hosted IVR and contact center solutions and their providers.
Read the white paper at www.tmcnet.com/431.1

Meeting Today’s Challenges With Unified Communications
A White Paper By Siemens Communications
Unified communications accelerates business by reducing communications friction, allowing seamless collaboration across boundaries of time and distance.
Read the white paper at www.tmcnet.com/432.1

Seven Questions Most CRM Vendors Are Afraid You’ll Ask
A White Paper By Onyx Software
There are two ways to evaluate CRM applications. Both the feature-
checklist approach and problem-solving approach, along with their results,
are poles apart, but the intent is the same. The goal is to select a platform
for improving the way you do business, driving profits and reducing risks, while minimizing IT resource requirements. Analyzing applications for their problem-solving acumen is a way of preparing for the future.
Read the
white paper
at www.tmcnet.com/433.1


Last Call

Speech Technology: Great Gain For Just A Little Pain
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
I hate to use the word “holistically” (or its even cheesier, more new-age spelling, “wholistically”) since it was one of the most overused
words of the 1990s, referring to everything from business processes to herbal supplements to snack foods, but it applies to the call center industry so, well, wholly, that it merits dragging out of retirement.


CRM
Salesforce.com And Multitenant Integration
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
On-demand solutions provider Salesforce.com has formally announced ApexConnect, a family of multitenant integration solutions created to revolutionize and simplify integration for CIOs and IT departments at customers of all sizes, according to the company.

WORKFORCE OPTIMIZATION

Queuing Up Performance: How To Apply A Virtual Queuing Strategy In Your Contact Center
By Eric Camulli, Virtual Hold Technology
Virtual queuing is a strategy for reducing ASA and trunk/toll costs. The methods are not as well known as CRM, workforce management
or IVR self-service.


Teleconferencing And Distance Learning: An Inside Look
By David Sims, TMCnet Contributing Editor
Distance learning is defined by The U. S. Office of Technology Assessment as the “linking of a teacher and students in several geographic locations via technology that allows for interaction.

CONTACT CENTER TECHNOLOGY

The 2006 Customer Inter@ction Solutions Product Of The Year Awards, Part One
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
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.

SPEECH TECHNOLOGIES
30 Managing Speech Projects For Maximum Efficiency
By Christoph Mosing, Vice President of Professional Services, Envox Worldwide
Our phenomenal industry, which officially began to grow as of June 1982 with the publication of our flagship magazine, Telemarketing®,
has continued to grow, in spite of many obstacles and roadblocks, at a phenomenal rate.

Managing Successful Speech Projects: Ten Mistakes To Avoid Along The Way
By Deanne Harper, Manager Of Speech University for Nuance Communications
Speech technologies offer call center managers important opportunities to improve customer satisfaction and reduce costs. According
to industry analysts at Forrester, good speech-enabled phone self-service systems offer interaction advantages that even well-designed
touch-tone systems can’t match.

TMC LABS REVIEW
Visit The TMC Labs Page

BREAKING NEWS
Go to TMCnet.com for the latest communications technology news
 
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