Articles and Press Coverage:

Peggy Gritt, President and Principal Consultant:

Articles

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. From Customer Interaction Solutions: June, 2005 issue

http://www.allbusiness.com/periodicals/article/472771-1.html

Building Upon the Value of Microsoft Integrated Approach
From Internet Telephony Magazine's July Issue

http://www.tmcnet.com/channels/ip-phone-system/ip-phone-system-articles/building-microsoft-integrated-approach.htm

Seeing The E-Services Big Picture:
Online Self-Service Can Pay Huge Dividends, But Requires More Than Simple Automation. Customer Interaction Solutions Magazine

http://www.tmcnet.com/call-center/0805/multimedia-ccexprts-seeing-eservices-big-picture.htm

Press Coverage:

Can you tell what I am saying now? VON Magazine

http://www.vonmag-digital.com/vonmag/200512/?pg=37

Remote Agent Stations. AnswerStat Magazine

http://www.answerstat.com/articles/5/14.html

VoIP brings new functionality to customer service, U.S. Auto Parts finds. Internet Retailer Magazine.  http://www.internetretailer.com/printArticle.asp?id=16697

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