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

August 2001
ONLINE EXCLUSIVE:
Integrated E-Learning And Quality Management
By Jackie Wiedner, NICE Systems
Contact centers of today are adopting an e-learning approach and adapting it to save them both time and money. Jackie Wiedner of NICE Systems discusses how this style of training should be linked to a whole quality management solution.

CUSTOMER RELATIONSHIP MANAGEMENT
The Effective Integration Of Voice, Data, E-mail And Fax
By Bipin Paracha and Anupama Bulusu, eConvergent Inc.

There are two approaches to achieving the integration of voice, data, e-mail and fax. A company may choose to replace multiple solutions with a single product suite, or leverage past investments by integrating existing point solutions.

E-SALES -- E-SERVICE.COM
Solutions For E-Mail And Speech Interfaces
By Erik Lounsbury, Editorial Director, Customer Inter@ction Solutions'
Being two examples of the application of "intelligent" technologies in creating innovative solutions for both handling high volumes of e-mail and adding high-performance voice recognition capabilities.

E-Sales -- E-Service.com News

Sailing The Seven "Cs" Of Successful Corporate Portals
By Tim Kounadis, Hyperwave
Unlike other technologies, people understand and gravitate to portals; they find value in them and are intrigued by their personalization features. Used creatively, this presents a great opportunity for IT, business and executive management.

OUTSOURCING
Demystify Follow-The-Sun Service
By Chuck Sykes, SYKES Enterprises, Inc.

You know the people factor in a contact center is important, but you may not be able to afford to staff a customer contact center around the clock -- staff and the necessary skills needed are too expensive. The answer lies in outsourcing offshore to achieve true follow-the-sun service.

Regional Call Centers Provide Follow-The-Sun Service
(Sidebar)
By Mark Smedley, European Call Center Alliance and Dr. Hanna Frederick, Investment New Zealand

To be close to their customers, companies must have presence on the ground, although doing so in every country in which a company does business is prohibitively expensive. Recently, companies have begun embracing the concept of regionalization, serving customers more effectively through the regional call center approach.

PRODUCTS & SERVICES SELECTION GUIDE
Network-Based ACD & PBX Roundup
Whether you are starting out fresh, upgrading or completely remodeling your communications plans and processes, the following aggregation of providers is meant as a 'first step' resource for your investigations into applying these technologies to your contact/service center or help desk operations.

August 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 examine FrogDial from FrogJazz, a product that enables customers to experience the benefits of both an IVR and the Web.


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