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CIS March 2006
CIS October 2006


The Justification For Buying New Technology
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.

Historically, the contact center/CRM industry has been a “people to people interactive communications” business. Perhaps for this reason, the early adoption of new technology has been lagging behind. However, as the industry matured in the 80s and 90s, we first encountered “great difficulty in blending technology with human resources.” It took the industry many years to overcome the above obstacle.


2007: Year Of The CRM Titans
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
In the world of customer relationship management (CRM), it’s fair to say that the two heavyweights are Oracle and SAP. Both companies have suites of applications designed to work with one another. Both these companies can handle your financial needs, hosted software needs and just about everything in between.


Leveraging Data To Enable Better Customer Interactions
A Special Editorial Series Sponsored By Amcat

Data. It’s a huge part of our daily jobs. Part of operating a successful contact center is managing and coordinating interactions and data. When it really works, we bring the two together with the right representative and the right data, and it equals a happy customer most of the time.


Assurant Solutions: “Achieving Lift In The Call Center Marketplace”
The Boardroom Report provides the CRM, customer interaction and call center industry’s view from the top, featuring the sector’s first indepth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, analysis, trends and the latest developments at their companies. As the industry’s leading publication since 1982, it is our responsibility to recognize leaders with the best minds in the industry and share their vision and wisdom with our valued readers. Technology Marketing Corp. founder/chairman/CEO Nadji Tehrani interviewed Assurant Solutions (http://www.assurantsolutions.com) CEO and President Craig Lemasters and Manuel “Manny” Becerra, Group Senior Vice President, for this installment of The Boardroom Report. Assurant Solutions is part of Assurant (NYSE: AIZ), a premier provider of specialized insurance products and related services in North America and selected international markets.


Cultivating Marketing Excellence From The Classroom To The Lab To The Workplace
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
In 2005, only 39 U.S. colleges or universities reported offering a direct marketing program with at least 50 percent of course content spent on areas of direct marketing. None of these schools reported requiring hands-on experience with direct or interactive marketing companies.

The Future Of IP Hosted Services: A Q&A Session With EagleACD’s Kent Charugundla
A Q&A Session With Rich Tehrani And EagleACD’s Kent Charugundla
TMC President Rich Tehrani recently got a moment to speak with Kent Charugundla, a veteran of the telecommunications industry. Kent is founder of the Eagle.net families of companies, which includes EagleACD IP Hosted Solutions, Eagle Teleconferencing Services and Eagle Communications.

2007: The Year Of The Empowered Customers
By Gary Barnett, Aspect Software
Like many consumers today, when I need to purchase an item, sign up for a new service or plan a trip, I do my research. I read online reviews, e-mail friends and family members for recommendations and check out blogs for other customer opinions. Over the past year, the proliferation of instant one-to-one and one-to-many communication, as well as the widespread availability of information about products and services, has empowered the consumer more than ever before. Viewed as a blessing by consumers, this empowerment is seen by some businesses as a curse.

Last Call

Last Call
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
The end of the year, and the holidays, are supposed to be times of peace on earth and goodwill toward men (and women, and children and small, furry animals, too). That must be why it’s the most anxiety-laden time of year. All that goodwill can be stressful.

 Publisher's Outlook
 High Priority!
 Last Call

TMC Labs Reviews

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Go to TMCnet.com for the latest communications technology news

Salesforce.com Comments On ApexConnect Launch
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions
Read the full article at http://www.tmcnet.com

CRM Tips For Christmas From RightNow
By David Sims, TMCnet Contributing Editor
Read the full article at http://www.tmcnet.com

Monitoring Complete Customer Interactions In The Call Center Leads To Optimal Performance
By Susan J. Campbell, TMCnet Contributing Editor

Read the full article at http://www.tmcnet.com


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