Online
Exclusive
The
Value Of Call Anticipation And Proactive
Customer Relationship Management
By Kenneth Pawlak, PAR3
Communications
The
most effective customer service addresses an
inquiry before the customer lifts up the phone
or types in a Web address. When a company can
proactively, or preemptively, provide
information that is relevant to an individual
customer, and deliver it how, when, and where
the customer prefers, the company creates a
highly valuable one-to-one relationship with its
customers. |
Publisher's
Outlook
The Enterprise Market Wakes Up
By Rich Tehrani, Publisher
Change Agent
Of Voice Portals And Internet Data
Centers
By Marc Robins, Associate Group Publisher
Hosted Exchange
Insuring The Future Of ASPs
By Laura Guevin, Editorial Director
The Edge
The Next Battle For Enhanced
Services: The Desktop Telephone
By Ralph Hayon, congruency, Inc
Service Of The Month
A Scrumptious Recipe For
Service Provider Success
By Jeff Cortley, Lucent Technologies
Industry News
Roundup
Backbone/Infrastructure Providers
Bonus Feature
Put Your Hands Together For
Planet PDA
TMC Labs Reviews
DesktopStreaming
|
Special Feature
The Emergence Of Spontaneous Conferencing
In A Hosted Environment
By Ron Elwell, Octave Communications
Emerging Services Spotlight
Achieving Success Through e-Partner
Revenue Management
By Itay Arad, TeleKnowledge, Inc.
Research And Analysis
Services
The Network-Based Call Center Opportunity
By Erik J. Laurence, Cosmocom
Market
Dynamics For Network-Based Call Centers (sidebar)
By Erik J. Laurence, Cosmocom
The
Hosted Call Center -- From All Three Sides (sidebar)
By Chuck Sykes, Sykes Enterprises
Myths
And Facts About ASP-based CRM (sidebar)
By David Baeder, Business Link International (BLI)
Business & Development
Q&A With Paula Hunter,
Chairman Of The ASP Industry Consortium
Q&A
With Charley Pitcher, Solution Unit Manager of Microsoft
Tools Of The Trade
The Challenge Of Deploying Hosted
Carrier-class IP Telephony
By Olivier Hersent, NetCentrex
Five
Keys To Becoming A Successful Service Provider (sidebar)
By Kathleen A. Meier, VocalData
|
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