In Focus
Outbound Routing Roundup
Multimedia channels of
communication notwithstanding, the telephone retains a prominent place in
today's customer interaction and relationship management toolkit. The
latest technologies offer greater efficiencies, a variety of useful
features and reduced costs of ownership/usage, and have resulted in wider
acceptance by and penetration of the small- to mid-sized business
segments. Integrated outbound e-mail and computer-telephony products are
readily available assets in your quest for customer retention and loyalty.
We've pulled together a list of those companies that can take care of all
your outbound routing needs.
Comprehensive Customer Interaction Management (CIM)
Solution Powers Entergy
By Candace Berman, CELLIT
As one of the largest utility
companies in the United States, Entergy has pressing responsibilities to
its 2.5 million customers in Arkansas, Louisiana, Mississippi and Texas to
provide power to its customers and ensure they receive a consistent level
of service. Read how the company recently installed a solution that gives
it a unique ability to be proactive and reach out to its customers.
Customer
Relationship Management
2000 Who's Who In The CRM/eCRM Industry: A Compendium Of Industry-Leading
CRM/eCRM Companies
In trying to keep up with CRM,
chances are you don't have time to read every product brochure, examine
every high-tech news item, absorb every industry change and view every
available demo. The editors of C@LL CENTER CRM SolutionsTM have done it
for you. Our first annual "Who's Who In The CRM/eCRM Industry: A
Compendium Of Industry-Leading CRM/eCRM Companies" is a comprehensive
list of companies that provide the products and services you need to
institute.
E-Sales--E-Service.com
Can The Internet Bring Back The Village Market? Part II
By Erik Lounsbury, Editorial Director,
C@LL CENTER CRM Solutions
In Part II of his
article about how the Internet is changing how businesses relate to their
customers, Erik Lounsbury asks a panel of experts to look at
personalization and the creation of communities using the Internet,
including a look slightly into the future at what new products and
services they see being developed in the next few years.
Globalizing E-Support: Avoiding The
Headaches, Reaping The Rewards
By Katrina Teague, Lionbridge Technologies, Inc.
Until now, most
companies have provided electronic support in English only. But global
customers are escalating their demand for e-support in their own
languages. Just as they prefer conversing in their native language when
receiving support over the telephone, customers want frequently asked
questions (FAQs) and knowledge base articles in their native languages as
well.
Second-Generation Technology Will Unleash
The Global Potential For Business-To- Business E-Commerce (Sidebar)
By Jeff Conklin, TradeAccess
With so much hype
focused on the potential of the Internet to transform commercial
relationships in the past year, it's easy to forget that the
business-to-business e-commerce transformation has yet to become a
reality. This is especially true in the world of global
business-to-business buying and selling, where the Internet's
technological capabilities remain largely untapped.
Building The
Perfect Call Center
Getting More From Your Marketing Campaigns With Interaction Management
Technology
By Christine J. Holley, Interactive Intelligence
Traditional communication
systems are rapidly being replaced by interaction management technology.
Interaction management technology is based on a unified, not integrated,
architecture and begins with a single platform on which all media types
are processed. Since it consolidates interaction processing, it's less
expensive and faster to implement. The author takes you step-by-step
through the benefits and specifics of this emerging technology.
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Call Center News
TMC LABS
There are many applications out there used for
different aspects of a call center. These applications include workforce
management, CRM solutions, predictive dialers, ACD functionality and
monitoring tools. The technology editors of TMC Labs recently tested
VOCALCOM's Herm�s Pro and discovered that the product includes components
of all of this and much more.
Communications Solutions EXPO
Fall 2000 Preview
Communications Solutions EXPO Fall
2000, which will be held December 5-7 2000, will mark our second year in
Las Vegas. Attendees will be able to glimpse some of the newest and most
exciting technologies in the industry and will have a chance to see all of
the leading vendors supplying service providers, enterprise customers,
call centers and VARs/developers under a single roof. Here is a sneak
preview of the companies that will be exhibiting at the show...so come and
learn!
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