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CUSTOMER INTER@CTION Solutions

September 2002
CUSTOMER RELATIONSHIP MANAGEMENT
The Urge To Merge: Integrating Front- And Back-End Systems
By Christine J. Holley, Interactive Intelligence
While organizations can benefit from front- and back-end systems integration, understanding the challenges involved goes a long way toward maximizing those benefits.

RE: LOCATIONS
Its Year 2002. Do You Know Where Your Call Centers Are?
By James Beatty, NCS International
James Beatty reflects on the state of call
centers and economic development agencies today.

Site Selection Whos Who
The private and government agencies listed in our comprehensive directory will be eager to provide you with all the information and guidance you need when deciding on the location for your next expansion.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Teleservices Plus: Multichannel, Outsourced Customer Relationship Management (CRM)
By Doug Palley, CyberRep.com
The evolution to Web-enabled contact centers requires the conversion of traditional teleservices agencies focused primarily on telephone customer service into facilities and processes capable of handling all channels of communication, including chat, e-mail and voice over IP.

September 2002

DEPARTMENTS
   Publisher's Outlook

   High Priority!

   Technology Highlights

   The Purdue Page

TMC LABS
The Third-Annual TMC Labs Innovation Awards

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


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October 2- 5, 2012
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Austin, Texas
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October 3- 5, 2012
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Cloud Communications Summit
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