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.
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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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