Customer Inter@ction Solutions celebrates 25 years of excellence.For 25 years, Customer Inter@ction Solutions magazine has been the voice of the call/contact center, CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. and teleservices industries. We've been often imitated, but never equaled. We have watched the industry germinate, grow, mature and prosper, and we've been extremely instrumental in helping it do so. To celebrate Customer Inter@ction Solutions' magazine's 25th Anniversary, we're bringing readers a special, three-month feature, culminating in our June 2006 Anniversary Issue. Each month, we'll have a special editorial section as a tribute to the industry and our coverage of it. We'll highlight the history of the industry in timeline format, and bring readers a series of "Top 25" lists, including the Top 25 innovators, products, industry events and more. We'll offer news of industry players both past and present, and predictions for the future of the industry. We'll also include retrospectives from Nadji Tehrani Nadji Tehrani is an American businessman, the founder and CEO of Technology Marketing Corporation (TMC), which publishes magazines and runs conferences devoted to the business of telemarketing, a word on which Tehrani himself holds a registered trademark. , who has been so instrumental in forging and nurturing the multibillion-dollar call/contact, CRM and teleservices industries. Stay tuned! [ILLUSTRATION OMITTED] Top 25 Technologies That Changed The Call Center 1. The ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. 2. Auto, predictive and preview dialers 3. CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. (computer-telephony integration) and screen pop 4. CRM (customer relationship management) 5. IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. (interactive voice response) 6. Workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. 7. Skills-based routing 8. Hosted solution delivery 9. Customizable call recording solutions 10. Knowledge management and data mining 11. Voice over IP (VoIP) 12. The IP-PBX 13. The IP-ACD 14. Speech recognition, speech synthesis speech synthesis Generation of speech by artificial means, usually by computer. Production of sound to simulate human speech is referred to as low-level synthesis. High-level synthesis deals with the conversion of written text or symbols into an abstract representation of and text-to-speech 15. Salesforce automation 16. Customer analytics 17. Performance analytics 18. E-mail management 19. E-learning 20. Customer self-service via company Web portals 21. Wireless and noise canceling headsets 22. Advanced display technologies, notifications and dashboards 23. Ergonomic call center equipment 24. Web collaboration and co-browsing, Web chat 25. Compliance technologies and solutions [ILLUSTRATION OMITTED] Celebrating 25 Years Of Excellence And Honoring The Top 50 And MVP (Multimedia Video Processor) A high-speed DSP chip from Texas Instruments, introduced in 1994. Officially introduced as the TMS320C80, it combines RISC technology with the functionality of four DSPs on one chip. Companies In New York City New York City: see New York, city. New York City City (pop., 2000: 8,008,278), southeastern New York, at the mouth of the Hudson River. The largest city in the U.S. Customer Inter@ction Solutions and TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center are pleased to announce that this year's Top 50 Teleservices Agencies/MVP Quality Awards Dinner will be held in conjunction with our 25th Anniversary Celebration for Customer Inter@ction Solutions magazine in New York City on Thursday, May 4th, 2006. Top 50 and MVP companies will be feted at the elegant Marriott East Side Hotel on Lexington Avenue in New York City. Many past winners of Top 50 and MVP Quality Awards--true industry luminaries--will join us in honoring you on this great evening. In addition, the event will feature the presentation of Lifetime Achievement Awards to the most influential and well-known innovators in the call center industry, both past and present. This event, the call center industry's only "Red Carpet Affair," promises to be the most exciting teleservices- and call center-focused event of the year. Space is limited, so please contact Frank Coppola at fcoppola@tmcnet.com or 203-852-6800, ext. 131. |
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