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Next-Gen Service Provider: 1/12/2010 eNewsletter

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Going Mobile - Mobile Customer Service Moves to the Forefront of Multi-Channel Interaction
Businesses must now provide a highly satisfying mobile customer experience, or risk losing customers to competitors who can.

This knowledge paper examines and explores the rapid rise of the mobile consumer, and provides strategies for integrating mobile customer service into the multi-channel service strategy. The paper details how your mobile customer service solution must be channel-specific to mobile, and deliver efficiency, accuracy and simplicity.

Download the white paper and learn the five essential steps for how you can best integrate mobile customer service into your organization.
Security Considerations: For an IP PBX and Contact Center Application Server CIC Version 2.4
As voice and data communications increasingly migrate to Internet networks and voice over IP (VoIP), communications security has taken on added importance for customer privacy and regulatory compliance in contact center and other consumer-oriented industries. This paper discusses the OSI Model for network and communications system security and how it applies to the Customer Interaction CenterĀ® (CIC) application server, with specific emphasis on how version 2.4 of the CIC software conforms to an organization's existing network operating system environment and security policies for compliance requirements.
Minimizing the Risk of Information Security Breaches: Best Practices for SOA Governance and Compliance Webinar
Alcatel-Lucent, in partnership with Nemertes Research and HP hosted an event that discussed the latest techniques for using data productively without reducing its value by locking it away. Experts revealed how service oriented architecture (SOA) increases risks as well the impact of new heightened regulations on Governance, Compliance and Risk Management. The webinar concluded with a lively panel discussion where the presenters outlined their views of how to mitigate imminent information security threats in the new SOA world. Replay :

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