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CUSTOMER INTER@CTION Solutions

August 2002
CUSTOMER RELATIONSHIP MANAGEMENT
Customer Inter@ction Solutions Third-Annual CRM Excellence Awards (Part II)
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. This is a continuation of Part I, which was presented in the July issue.

All Media All The Time: Giving Customers A Choice
By Chris Rechtsteiner, Apropos Technology
From wireless Internet access, mobile phones, instant messaging, e-mail, Web self-service and even the old reliable telephone, people express themselves uniquely under myriad circumstances, which are driven predominantly by the urgency of their need to communicate.

Integrating Contact Center Channels
By Michael Carothers, eOn Communications
While there is an industry consensus of where the future of contact centers is going, and many companies have even begun implementing the new technologies, there are new challenges as they integrate media. This article discusses steps to best integrating multimedia channels, as well as issues every company must address before talking to a multimedia contact center solution vendor.

HOW TO BUY PRODUCTS & SERVICES
Voice Application And Infrastructure Testing: A Win-Win Proposition
By Charlie Grzybinski, Empirix
How do contact centers ensure that theyre getting what they pay for in self-service applications? The answer is both straightforward and cost-effective: comprehensive, automated testing of IVR/CTI applications.

August 2002

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   Technology Highlights

   RE:Locations

TMC LABS
This month, TMC Labs test drives Plantronics new offerings in headsets.

Daily Breaking News!
Go to TMCnet.com for the latest communications technology news

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Update On India: An Option For Call Center Outsourcing
By Daniel Lappin, IT&T Ltd.
India, the worlds largest democracy and home to over one billion people, is aiming to become the worlds back office. A McKinsey study estimated Web-enabled services could be worth over half a trillion U.S. dollars globally by 2008.


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