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CUSTOMER INTER@CTION Solutions Magazine’s
Sixth Annual CRM Excellence Awards, Part I
For the sixth consecutive year, the editors of Customer Interaction Solutions dared readers to prove that their companies have what it takes to win the coveted CRM Excellence Award. In this issue, we present Part One of the winners...


Simulation Training: The Power Of Continuous Performance Optimization
By Wade Baker, Sivox Technology Inc.
There are more than 160,000 call centers in operation worldwide. These centers are facing increasing challenges, including globalization, the need for more knowledgeable call agents, pressure to reduce training costs and rapid acceleration in call volumes...

Fix It Now: Using On-Demand E-learning To Stop Bad Habits
By Henry Lach, Syntora
E-learning has gained momentum in call centers as a tool that is used in conjunction with classroom-based training to keep agents’ skills at the level required to meet customer service goals...

INNOVATIVE IDEAS FROM TELESERVICES EXPERTS: A Special Editorial Series Sponsored By West Corporation

West Corp Can Help You Maximize Customer Service Savings By Using VoIP

By Steve McCoy, Director, Strategic Technology Planning

This Is The Best Thing EVER! ...Don’t Tell Anyone
By David R. Butcher, Assistant Editor, Customer Interaction Solutions


The Real Case For The Home-Based Agent Model
By Jim Ball, Alpine Access
Terms such as “home-shoring” are creeping into the call center vernacular, implying that companies should...

Virtualize Your Contact Center
By Hollie Moran, Aspect Communications Corp.
For organizations operating several contact centers, each site is frequently ill-designed to meet local or regional requirements...


IP Contact Center Technology: Eliminating The Risks (Part V)
By Eli Borodow, Telephony@Work and Kevin Hayden, TELUS Communications Inc.

The Benefits Of Distributing The Call Center
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions


The Next Step In The Evolution Of Customer Care: The Customer Interaction Network
By Don Proctor, Cisco Systems
Clearly, businesses understand the importance of improving the contact center, and the technology to accomplish this is available. As companies embrace Internet Protocol (IP) as the foundation of their business networks...

A Special Editorial Series Sponsored By Interactive Intelligence

The Elusive Achievement Of IP Contact Center ROI: Ten Reasons Why Contact Centers Migrating To IP Telephony Don’t Hit Their ROI Projections-And What You Can Do About It
By Peggy Gritt, Interactive Intelligence Inc.

Returning To The Old IT adage Of “Garbage In, Garbage Out”
By Tracey E. Schelmetic, Editorial Director, Customer Interaction Solutions


Speech-World News & Definitions

Design Issues In Multilingual Applications
By Tom Houwing and Paul Greiner, VUI Group, VoiceObjects
Anyone who calls into an IVR (interactive voice response) system and experiences the “hear and feel” of the interface will necessarily form a mental model of the interaction. Drawing on past experiences and cultural norms, the caller’s expectations about how to interact with the system will be set.

 Publisher's Outlook
 High Priority!
 CEO Spotlight
 Technology Highlights
 Customer Inter@ction  News
 Last Call

TMC Labs Reviews:

TMC Labs Review
This month, TMC Labs looks at Raindance Meeting Edition, an innovative Web conference solution.

Go to TMCnet.com for the latest communications technology news

Voxify Improves Speech Agents
By David Sims, TMCnet CRM Alert Columnist
Alameda, California-based Voxify has pretty strong incentive to help their customers succeed using Voxify’s speech agents – they get paid...

Testing And Troubleshooting Complex New IP Services
By Jason Collins, Spirent Communications
There are many challenges involved in launching voice, data, and video services over IP networks...

How To Wreck A Nice Beach
By Robert Liu, Executive Editor, TMCnet
For those who aren’t familiar with the phrase...

Internet Telephony’s Rich Tehrani Comments On FCC Ruling
VoIP Industry Leader Offers Cautious Optimism
“While it is important to protect consumers, it is equally important to enable nascent technologies that can change the telecom landscape to evolve without undue burden. The benefits of consumer VoIP should not be underestimated, and hampering its growth is not good for the U.S. economy or the competitive telecom landscape.”


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