CUSTOMER
RELATIONSHIP MANAGEMENT
Customer
Inter@ction Solutions Third-Annual CRM Excellence Awards (Part I)
For the third consecutive year, the editors of Customer Inter@ction
Solutions dared readers to prove that their companies have what it
takes to win the coveted CRM Excellence Award.
CALL CENTER/CRM MANAGEMENT SCOPE
Speech
Technologies For The 21st Century
By Rob Kassel, SpeechWorks
While flying cars and orbiting hotels remain a distant dream, practical
speech technology for input and output is a reality today. In fact, speaking
to devices and hearing their spoken responses is rapidly becoming
commonplace.
Leveraging Web
Infrastructure For Speech Applications (Sidebar)
By Jim Seidman, Verascape, Inc.
From a functional perspective, it is helpful to imagine a VoiceXML
platform as conceptually similar to an IVR system, only much more
flexible. VoiceXML platforms use open standards and are designed to be
interoperable with components from multiple vendors. As a result, these
platforms make it easier to deploy voice-based solutions.
HOW TO BUY PRODUCTS & SERVICES
Computer-Telephony
Integration: What It Is And How To Use It
By Charles E. Day, Charles E. Day & Associates
Computer-telephony integration (CTI) systems are becoming increasingly
more prevalent and powerful in business today. They provide sophisticated
call center environments with expanded capabilities. Here is a look at
popular CTI applications, missed opportunities, potential trouble spots and
operating performance and cybernetics considerations.
Evaluating Inbound
Routing Tools In The Age Of Multichannel Customer Contact (Sidebar)
By Ralph Breslauer, Concerto Software
Although the concept of multichannel customer interaction management (CIM)
is fairly straightforward, its implementation within the framework of the
contact center is quite challenging.
Inbound Routing
Software Roundup
The editors of Customer Inter@ction Solutions bring you the names and
contact information for a select group of companies that offer products in
the inbound routing arena.
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DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
RE:Locations
TMC LABS
Read on to find a First Look at Vineyardsoft
Corporations KnowledgeSync 2000 product.
Daily Breaking News!
Go to TMCnet.com for
the latest communications technology news OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Its The Law: Complying With Do-Not-Call Legislation
By Donovan Bezer
By now, unless youve been living on another planet, you must know about
state do-not-call laws. Enacted back in 1991, the federal Telephone Consumer
Protection Act (TCPA) was straightforward, and even if telemarketers did not
like the TCPA, they understood how to comply with it. Eleven years later,
compliance is not even remotely as simple as it once was.
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