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CIS October 2005


Mobile CRM Blends Sales And Service Roles For Greater Competitive Advantage
By Darc Dencker-Rasmussen, SAP AG
Companies are looking for new ways to remodel their organizations for productivity gains — particularly by blurring the lines between sales and service roles. By extending the use of CRM applications to the edge of the enterprise via mobile devices, organizations can creatively expand their workforces.

A Special Editorial Series Sponsored By [email protected]

IP Contact Center Technology: Eliminating The Risks (Part IX)
By Eli Borodow, [email protected] and Kevin Hayden, TELUS Communications Inc.

The Benefits Of Blended Agents
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions


Applying Inbound Techniques To Outbound In Workforce Management
By Nathan Stearns, IEX Corp.
The trend toward virtually sharing campaign lists and skills-based routing in the outbound center is leading to greater awareness of the potential for improved multisite and multiskill blended environments.

The Missing Link In Customer Contact Solutions
By Bill Hunt, Stroudwater Contact Point

The Teleservices Industry Steps Up For The Gulf Coast
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions
The mighty teleservices industry often takes a beating in the mainstream press. What few people in the general public ever realize is the enormity of the contributions this magnanimous industry regularly offers in times of crisis and need.

Who’s Who In Teleservices
Once again, the editors of Customer [email protected] Solutions have compiled what is one of our top five most popular and requested resources: the annual Teleservices Agencies Who’s Who listing.


Does Your Contact Center Have A Business Continuity Plan?
By Catherine McNair, Avaya
Recent events have highlighted the fact that every business should have plans in place to guide people through the chaos, toward recovery.


Cultivating Data Security: What’s Real, What’s Tail-Chasing
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions
The recent string of data breaches has drawn strong responses from both parties in Congress, though thus far there is little evidence that the many bills that have been drawn up are progressing to where they need to be: laws. As of the writing of this article, there were 22 bills dealing either directly or indirectly with identify theft sitting in Congress.

A Discussion With Vin Gupta, Chairman And CEO Of infoUSA
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions


TMC™ Labs Innovation Awards, Part I
The TMC™ Labs Innovation Awards were created to honor products that help carve a new market niche or start a new trend. The award also recognizes products that stand apart from their competitors due to one or more unique and innovative features.


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7-1/2 Questions With Sage Software’s CRM Guru
By David Sims, TMCnet CRM Alert Columnist
Elvin Monteleone, the senior vice president of Sage Software responsible for its mid-market CRM, takes some time out to answer some questions.

Hopelessly Devoted: A Customer Communications Renaissance
By David R. Butcher, Assistant Editor, Customer [email protected] Solutions
Communications between customer-facing companies and their customers in the best possible manner...

Siemens And Genesys Integrate Solutions
By Tracey E. Schelmetic, Editorial Director, Customer [email protected] Solutions
Siemens Communications and Genesys Telecommunications Laboratories recently announced a new integration of the two companies’ technologies...

Across The Great Small Biz Digital Divide
By David Sims, TMCnet CRM Alert Columnist
The “Broadband Access Survey,” conducted by Survey.com and commissioned by Hughes Network Systems, surveyed 250 small businesses. It found that of those that do not use broadband, about two in five, or 43 percent say that it is not available to them.

West Implements New Jacada Contact Center Agent Portal
By David R. Butcher, Assistant Editor, Customer [email protected] Solutions
Jacada Ltd., a provider of contact center productivity solutions, announced that outsourced communications solutions provider West Corporation has implemented Jacada Fusion Agent Portal, the company’s new solution for optimizing workflow processes across business systems within a contact center.

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