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Data, collecting incoming-call, 95
Database
centralized, 181
CRM tool, 206
customer, 23
customer relationship management, at Crystal Decisions, 193
Onyx, 183, 195
See also Database management technology
Database management technology, 57–60
database alternatives, 58–59
data clustering, 60
data mining, 59
data standards and, 59–60
integrating customer data and, 59
See also Database
Data cleansing, 280
Data clustering, 60
Data communication standards, 20
Data-directed routing, 270
Data mart, 280
Data mining, 57–59
analytical, 237–238
as CRM tool, 206
defined, 280
elements and processes of, 238
Data model, 280
Data sources, secondary, 224
Data standards, 59–60
Data warehousing, 206, 280
Delta Dental Plan of Kentucky, 182–183
Delta updating, 280
Dense wavelength division multiplexing (DWDM), 270
Depository Trust Company, The (DTC), 174–175
Dialed number identification service (DNIS), 270
Dialed number information service (DNIS), 29
diAx, 168–169
Digital device, 270
Digital line card, 36
Digital signal processor (DSP), 271
Digital trunk card, 36
Direct inward dialing (DID), 271
Disaster and contingency planning, 119–124
auditing plans, 123–124
cabling/wiring/power assessment, 120
downtime and, 119
emergency situations and, 119–120
key personnel and, 121
manual work procedures and, 120
power protection and, 121–122
secondary operating sites and, 121
uninterruptible power supply, 120, 122–123
Distributed call centers, 92
DNIS. See Dialed number identification service
DNIS. See Dialed number information service
Drucker, Peter, 114
DS-0, 271
DS-1/T-1, 271
DSP. See Digital signal processor
Dual-tone multifrequency (DTMF), 271
Dumb switch, 271
DWDM. See Dense wavelength division multiplexing
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