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April 2004 Issue Editorial Highlights
VoIP In The Call Center: Have We Found The Holy Grail?

By Joseph McFadden, Nuasis Corp.
Still think that voice over IP (VoIP) is just another technology? Think again. For the call center, now known as the contact center, VoIP is the great enabler.

Case Study: Accounts Recovery Corporation Gains Competitive Advantage From VOIP Call
Recording And Monitoring Technology

By Robert Kapela, Telrex

Contact Centers For A Virtual World

By Betsy Wood, Nortel Networks
Currently, the structure of contact centers is changing more rapidly than at any time in more than 30 years of existence. A key reason is the emergence and hasty expansion of the virtual world ' a world that is virtual in every meaning of the word.

The Blended Contact Center: Myth Or Reality? The Keys To Building A Unified Inbound And Outbound Call Center Operation

By Larry Mark, SER Solutions, Inc. and Paul Lang, Aspect Communications Corp.
To build a truly holistic customer service operation, today's customer-centric businesses require an integrated system for balancing calls across inbound and outbound activities; the ability to optimize agent resources across different skill sets and abilities ' regardless of type of interaction; and a reporting structure that provides a single, unified view of the contact center from end-to-end.

Improving The Quality Of Post-Sales Technical Support Through Virtual On-Site Technology

By Eric Jensen, Citrix Online, A Division of Citrix Systems, Inc.
In light of shrinking budgets, businesses are rapidly adopting virtual on-site (VOS) support technologies to make technical support staff more efficient and productive. In fact, according to the Gartner survey, 70 percent of all businesses using support tools will increase their use of 'e-support' technologies in the next year, with VOS technologies at the top of the list.

Publisher's Outlook
By Nadji Tehrani
Technology evolves continually and now contact centers can take advantage of one of the most important technologies of all, VoIP or Voice over Internet Protocol.

High Priority!
By Rich Tehrani
Are you feeling the results of the 80/20 rule in your sales force? You know'20 percent of your force is selling 80 percent of your product?

Customer Inter@ction News

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