TMC (News - Alert) this year celebrates 30 years of covering customer interaction, which means it couldn’t be a better time to look at where we’ve been with customer service and where we’re going. We’re also rebranding and retooling our customer experience effort. In this installment of our CUSTOMER coverage, we talk with Steve McIntosh, COO and co-founder of BeQuick Software, which designs and develops cloud-based CRM and operational support systems for the wireless industry.

BeQuick Software at the recent CTIA unveiled a cloud-based billing and fulfillment solution called Fusion that’s targeted at mobile virtual operators, resellers and agents that want to focus on selling their services rather than buying and maintaining a lot of back office systems. Fusion addresses customer lifecycle from cradle to grave. That includes agent care, analytics, billing, CRM, e-commerce, fulfillment, order capture, and payment. And Fusion provides a single view of the subscriber.

We’re celebrating the 30-year anniversary of TMC’s Customer Interaction Solutions magazine. What has been the most important development in the past 30 years related to customer interactions?

McIntosh: Clearly, the rise of the Internet as the preferred medium by which customers can obtain support or conduct self-care.

How is CRM changing?

McIntosh: CRM systems are now expected to be easier to use than ever. Plus, swivel chair is no longer an acceptable means of conducting customer care. It is expected that all important information should be available within the CRM.

How is the rise of cloud computing impacting how businesses target, engage with, and deliver product/service/support to the customer?

McIntosh: Businesses are now able to put more focus than ever on providing quality support for their customers. By relegating CRM and support systems to cloud-based providers, businesses are freed to focus on customer relations rather than supporting IT infrastructure.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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