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

April 2002
CUSTOMER RELATIONSHIP MANAGEMENT
CRM Across The Enterprise: Integrating The Channels
By Eli Borodow, Telephony@Work
Implementing and integrating the various channels of customer communication has become an obvious cost of doing business on the Web. The less obvious issue companies must address, and the more difficult one, is what the integrated infrastructure should look like from a software architecture point of view.

Effectively Integrating The Components Of CRM (Sidebar)
By Bipin Paracha and Anupama Bulusu, eConvergent, Inc.
The authors describe the different components of a typical CRM (customer relationship management) implementation and a simple technique for identifying requirements.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Customer Inter@ction Solutions Magazines Seventeenth-Annual Top 50 Inbound Teleservices Agencies Ranking
This is the seventeenth year Customer Inter@ction Solutions magazine brings you its Top 50 Teleservices Agency Ranking. In this issue, were presenting the Top 50 inbound portion of the ranking.

E-SALES -- E-SERVICE.COM
Help Yourself, Stay Informed And Help Me
By Erik Lounsbury, Editorial Director, Customer Inter@ction Solutions
Many companies have implemented Web-based self-service options in an attempt to deflect calls and e-mail, but often the implementations do not go far enough in helping people to help themselves, which leads to more e-mail or phone calls.

Guess What? E-mail Isnt Free
By David Yavin, DYS Analytics
The simplicity of sending and receiving e-mail at the stroke of a key belies the cost of communicating electronically and the challenge most organizations face in monitoring and managing it all.

HOW TO BUY PRODUCTS AND SERVICES
E-Commerce Products And Services Roundup
The editors of Customer Inter@ction Solutions asked a small cross-section of companies to share their latest and greatest e-commerce technologies with readers.

The Seven Key Performance Indicators For Web-Based Customer Support (Sidebar)
By Diego Ventura, noHold, Inc.
There are countless Web-based customer support choices on the market. Most will require a significant financial investment hundreds of thousands of dollars. How can you evaluate even a fraction of them and have confidence in the final selection?

April 2002

DEPARTMENTS
Publisher's Outlook

High Priority!

Technology Highlights

The Purdue Page

Re: Locations

Daily Breaking News!
Go to TMCnet.com for the latest communications technology news

TMC LABS
Products from prairieFyre and GoBeam are given a test-run through TMC Labs this month.

COMMUNICATIONS SOLUTIONS
Unified Networks Creating Opportunities In The Small And Medium Business (SMB) Market
By Jacek Jarmoc, Nortel Networks
Unified networks the combination of data, video, voice and other media onto a single platform can enable small and medium businesses (SMBs) to mimic larger enterprises in their interactions with customers and partners while increasing the effectiveness of their workflow.


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