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

July 2001
CUSTOMER RELATIONSHIP MANAGEMENT
Second-Annual CRM Excellence Awards
The editors of Customer Inter@ction Solutions' recently challenged companies that provide customer relationship management products and services to show how they are leading the pack in developing software and programs that measurably make customers' lives easier and their interactions with companies more pleasant. Here are the winners.

E-SALES -- E-SERVICE.COM
Mobility And Evolving Contact Centers
By Erik Lounsbury, Editorial Director, Customer Inter@ction Solutions'
The author shares the highlights of his recent conversation with Andy Mattes, Member of the Group Board, Siemens Information and Communication Networks, to discuss topics such as IP applications, the increase in customer interactions as a result of e-commerce and how corporate GSM will cut down on the number of devices and phone numbers one must have.

E-Sales -- E-Service.com News

CRM And The Customer-Driven Demand Chain
By Stephanie Langenfeld, E.piphany
Why the urgency for a customer-driven demand chain? The main impetus is the growing complexity of the marketing, sales and customer service environment.

The Case For Internet Data Interchange (IDI) (Sidebar)
By Peter J. Weyman
Is modern business, for all its investment in information technology, doomed to deal with the inaccuracies and vagaries of business documents forever?

OUTSOURCING
Customer Care, Internet Style
By Randy Mysliviec, Convergys
To take increased advantage of Web-based customer service, companies are looking at their contact center operations and determining how to transition to an IP-enabled contact center.

INNOVATIVE MANAGEMENT INFORMATION
e-Darwinism: The Evolution Of The Virtual Contact Center
By Bryant Downey, Cintech Solutions
Sometime about 65 million years ago, it is theorized that a giant meteor crashed into the earth and changed the planet almost overnight. It is believed that this one-time event altered the world dramatically, making it possible for mammals to flourish. Today, we stand at a similarly bright point in the evolution of business communications.

Transform Your Call Center Using Remote Home Agents
By Alpesh Fadia, Accenture
Simply put, using remote home agents is a progressive approach that provides the flexibility in the work schedule of top-line contact center personnel, resulting in higher employee morale and increased productivity.

PRODUCTS & SERVICES SELECTION GUIDE
Logging And Monitoring Roundup
Logging and monitoring solutions enable businesses to collect important customer data and manage both the performance and quality of service provided by contact centers, identifying trends in volume, agent performance, team performance and quality of interactions.

July CIS

DEPARTMENTS
Publisher's Outlook

High Priority!

Technology Highlights

Customer Inter@ction News

Re: Locations

TMC Labs Review
This month, the engineers of TMC' Labs do double-duty and examine both StarTrainer 3.0 from Simtrex Corporation and Broadbase E-Service Suite from Broadbase Software, Inc. Their findings are presented herein.


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