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CUSTOMER INTER@CTION Solutions
May 2004
CUSTOMER RELATIONSHIP MANAGEMENT
 Fifth Annual CRM Excellence Awards: Part 1

For the fifth consecutive year, the editors of Customer Inter@ction Solutions' dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award.

OUTSOURCING OF CALL CENTER AND CRM FUNCTIONS
Losing Money By Spending Less
When Outsourcing Customer Service Doesn't Make Business Sense: A Case Study

CALL CENTER/CRM MANAGEMENT SCOPE
 VoiceXML Versus SALT: Selecting A Voice Application Standard

 Speech Recognition For The Contact Center

CUTTING-EDGE TECHNOLOGIES FOR THE CONTACT CENTER
 Search Engine Marketing Campaigns Make A Local Call

COMPLIANCE TECHNOLOGIES AND SOLUTIONS
 Automating Contact Centers To Support Regulatory Compliance Efforts

May 2004

DEPARTMENTS
   Publisher's Outlook

   High Priority!

TMC LABS
This month, TMC' Labs takes a look at Aspect's Iphinity.

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