Next generation communications

With reference to case studies of next-generation customer service implementations, Martin Hill-Wilson shows how converged communications technologies offer new ways of managing all aspects of the customer life cycle.

He explains why investment in new customer technologies is a challenge for the whole business, not just the technologists.

• How VoIP and IP telephony enable improved customer service

• Implications for contact centre design

• Integrating voice with web communications

• Developing new applications and services

• Technology and culture change issues

• Guidelines for successful projects

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