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

October 2001
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.

October CIS

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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