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Next-Gen Service Provider: 12/22/2009 eNewsletter

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Genesys, Inquira on Web Self-Service as the New Strategic Imperative
Businesses always need to look at how they can cut costs while providing better customer service, and that's especially true in a dynamic economic climate. In this podcast, Lisa Abbott, a senior manager of product marketing at Genesys, and Chris Hall, vice president of product marketing at Inquira, look at how smart businesses are turning to Web self-service as the new strategic imperative.
Going Mobile - Mobile Customer Service Moves to the Forefront of Multi-Channel Interaction
Businesses must now provide a highly satisfying mobile customer experience, or risk losing customers to competitors who can.

This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver efficiency, accuracy and simplicity.

Download the white paper and learn the five essential steps for how you can best integrate mobile customer service into your organization.
Unified Telecommunications Model White Paper: Communications Servers and Contact Distribution Systems
This white paper is the first in a series on the Major Components of Voice and Data Convergence and migrating toward a Unified Telecommunications Model in the Enterprise.

Each part of this series will categorize a major component or set of components as an integral part of an overall technology architecture (infrastructure, systems and applications) and will cover the major trends in telecommunications including network convergence, TDM / IP Telephony, portals, presence / proximity, multi-modal and collaborative communications.

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