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CUSTOMER INTER@CTION Solutions

May 2003
CUSTOMER RELATIONSHIP MANAGEMENT
CRM For The Small to Medium Enterprise -
King-Sized CRM On A Bite-Sized Budget

By Doug Berry, Epicor Software Corp.
Today's small to medium-sized enterprises (SME) are realizing how effective CRM can help to acquire, retain and grow profitable, long-term customer relationships and even reduce overhead in sales, marketing and support.

Leveling The Playing Field: Advanced Customer Service Solutions For Small And Medium Businesses
By Sean O'Connell, Genesys Telecommunications Laboratories, Inc.
A higher standard for service is in force across the board and small and medium-sized companies may suddenly find themselves at a disadvantage because they haven't invested in the technology to effectively manage customer interactions.

OUTSOURCING CALL CENTER AND 
CRM FUNCTIONS
CUSTOMER INTER@CTION Solutions (TM) Magazine's Eighteenth-Annual Top 50 Inbound Teleservices Agency Ranking
This is the eighteenth year Customer Inter@ction Solutions magazine brings you its "Top 50" Teleservices Agency Ranking. In this issue, we're presenting the "Top 50" inbound portion of the ranking.

e-CRM
Turning Your Call Center Into A Contact Center: The Latest Web-Enabling Techniques
By Christine J. Holley, Interactive Intelligence
While there are plenty of arguments for contact centers to take the Web-enabled plunge, the questions is how to approach these deployments to optimize cost savings and enhance customer service.

Review: TMCLabs
LogoMedia Corp's TranslateDotNet

This month, the engineers of TMC Labs take a look at LogoMedia Corporation's TranslateDotNet, a comprehensive language translation service that provides translation of 12 languages, including English, Spanish, French, Chinese (Traditional and Simplified), German, Japanese, Russian, ITalian, Portuguese, Korean, Ukrainian and Polish.

CALL CENTER/CRM MANAGEMENT SCOPE
Using Skills-Based Routing To Enhance Contact Center Revenue And Performance
By Mariane L''cuyer, Elix
Is it good business sense to retain all customers? The obvious answer is yes. But some customers cost more to service than they bring in. 

RE: LOCATIONS
Buffalo, New York
By James Beatty, NCS International
This month, RE: Locations bring you all the news you need to know about the Buffalo, New York/Niagara area as a call center prospect.

May 2003 Customer Inter@ction Solutions

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   CEO Spotlight

   Executive Roundtable

   Technology Highlights

   The Purdue Page

Daily Breaking News!
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