CNET News - For example, a bank is using IBM software to help tellers more quickly connect with other bank employees who are experts on products through instant messaging or voice over Internet Protocal.

The Building Blocks of Contact Center Consolidation
CRM Buyer - VoIP (voice over Internet protocol) provides companies with a flexible, cost-effective way to address the needs of the distributed agent population. Sixty-three percent of Best-in-Class companies have implemented VoIP. Without VoIP, companies would

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