CUSTOMER RELATIONSHIP MANAGEMENT
Cleaning
Up The Customer Experience With Online Knowledge Bases
By Ramesh Jayaraman and Rohit Kumar, Oracle
The desire to
off-load customer service requests to online
self-service knowledge bases and the databases of
technical information, problem solutions and
frequently asked questions (FAQs) is understandable
and obvious. An online knowledge base can lower call
volumes, reduce staffing demands, shorten training
cycles and reduce contact center operating costs.
E-SALES -- E-SERVICE.COM
Passage
To More Than India
By Erik Lounsbury, Editorial Director, Customer
Inter@ction Solutions'
The author recounts his recent
conversations with companies offering contact center
services in India.
Converge
With A New Generation Of Test Solutions
By Brian Miller, Empirix Inc.
To achieve the benefits of
better customer self-service, companies must be
prepared to implement several major upgrade steps to
combine and enhance the voice and Web 'silos' that
exist in most contact centers.
Plugging
Into Success Through Online Customer Service
By Mike Markette, Callbutton LLC
Successful Web marketers today know
that personalized sales and service can make the
difference between an Internet visitor and a real
buying customer. The goal now is to find that optimal
point that saves operating dollars without sacrificing
new revenue opportunities.
OUTSOURCING
In The
Smorgasbord MSP Market, Scrutiny Is Key
By Gopan Madathil, Agilent Technologies
The author discusses the benefits of
using a management service provider and offers
guidelines on how to choose an MSP partner.
INNOVATIVE MANAGEMENT
INFORMATION
New
Speech Technologies End The Madness Of
Traditional IVR
By Jeff Kunins, Tellme Networks, Inc.
Traditional
touch-tone IVR applications can be maddening, and
while voice recognition makes it possible to produce
outstanding interfaces that quickly and efficiently
deliver self-service access to information and
services, achieving this is still a complex art that
demands specialized expertise and a deep commitment to
quality.
VoiceXML
In The Real World
(Sidebar)
By Ziv Karp, Composit Communications
VoiceXML, the
apparatus that facilitates the deployment of voice
technology in the Internet, wireless and telephony
world, has become the agreed-upon standard for
Internet voice implementation.
Automatic
Speech Recognition Fine-Tunes Self-Service
By Steve Parsons, NMS Communications
Welcome to the new
millennium, where more of the classic touch-tone IVR
systems that have dominated the enterprise for 30 or
more years are being provided with major face lifts.
More to the point, perhaps it's a new set of vocal
cords.
Technology
Partners Offer New Services To Ensure Customer
Success
(Sidebar)
By Lauren Richman, SpeechWorks International, Inc.
If you're like many
of today's managers, even though you're intrigued by
the potential results of network-based speech
recognition, you still want concrete information about
what speech can do for you.
PRODUCTS & SERVICES SELECTION GUIDE
Application Service Providers
Roundup
ASPs come in all
sizes, and their offerings run the gamut from
specific, targeted applications to megasolutions. The
companies in this roundup are representative of that
remarkable range: an array of effective, efficient and
affordable hosted applications and services that can
pay dividends to you and your customers.
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DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
Customer
Inter@ction News
Re:
Locations
TMC Labs Review
Read on to discover the
TMC' Labs engineers' assessment of two products:
ThinkDirect- Marketing.com, Inc.'s Digital-
Data, and Artisoft, Inc.'s Tele-
Vantage 4.1.
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