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Random call arrival, 102
RDBMS. See Relational database management systems
Real estate companies, case studies about, 185-187
Real-time reporting, 174
Recency, 281
Recording
calls, 173
on-line storage-based, 175
technology, selecting, 83
References, 283
Relational database management systems (RDBMS), 57-59
Relational databases, disparate, 7
Relationship technologies, 227-228
Remedy, CRM application, 171
Reporting
cradle-to-grave, 175, 193
real-time, 174
Request for proposal (RFP), 40
Response time, 100. See also Speed of reply
Retail companies, case studies about, 187-190
Return on investment (ROI), 281
RFP. See Request for proposal
RJ-11, 275
ROI. See Return on investment
Router, 275
Routing
conditional transaction, 269
data-directed, 270
intelligent, 177
skills-based, 49, 177
systems, 52-53
in telephone network, 28
universal, 74
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