-
Moore, Geoffrey A., Crossing the Chasm. New York: HarperBusiness, 1991. (ISBN 0-88730-519-9.) -
"The IP Contact Center," Aspect Communications white paper, May 2001. -
"Customer Loyalty," Bain & Co., http://www.bain.com/bainweb/consulting_expertise/capabilities_detail.asp?capID=55. See also "CRM & Call Center Statistics," CommWeb.com, September 30, 2001, http://www.commweb.com/article/COM20010822S0005. -
"The Strategic and Financial Justifications for Convergence," Cisco Systems white paper, June 1, 2001, http://www.cisco.com/warp/publiccc/so/neso/vvda/iptl/cnvrg_wp.htm -
"Library Research Factoids," Customer Care Institute, http://www.customercare.com/library/research/studies.htm. See also "CRM & Call Center Statistics," CommWeb.com, September 30, 2001, http://www.commweb.com/article/COM20010822S0005. -
"IM Usage in Workplace Rising," InformationWeek, November 14, 2001, http://www.informationweek.com/story/IWK20011114S0002. -
Tolly, Kevin, "VoIP: Neither Panacea nor Pariah," NetworkWorld, February 18, 2002, p. 24, http://www.nwfusion.com/columnists/2002/0218tolly.html. -
"Cisco: 12 New IP-Based Telephony Products," Unified Communications Alert, http://wwwucalert.com/2001_issues/11016.html#Cisco:%2012%20New%20IP-Based%20Telephony%20Products. -
"Over the Hurdles," Packet Magazine, First Quarter 2002, http://www.cisco.comwarp/public/784/packet/jan02/p35-cover.html. -
"Infonet Introduces Software Tool to Demonstrate ROI for Converged Networks," Infonet press release, November 13, 2001, http://www.infonet.com/about/newsroom/press_release.asp?month=1113&year=2001. | | |