E-COM AND IP-BASED CALL CENTERS
E-com is the use of computer networks to support financial transactions. Common examples are on-line shopping, electronic funds transfer (EFT), commercial video-conferencing, and airline/car rental reservations. Companies like Amazon.com and e*Trade are examples of E-com enterprises.
Many companies are experiencing very large increases in their Web site enquiries. Even though the enquiry may not result in a specific financial transaction at that time, it is known to enhance the company's marketing position. Figure 1-6 reflects a study conducted by the International Data Corporation (IDC) of the growth of software implementations for email and Web response applications [POLE98].[7]
[7] [POLE98]. Poleretsky, Zoltan. ...
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