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Where Is the Pain?
With regards to installing new technology, it really depends on where the pain is. Some organizations find that there is a particular element of the service mix that needs to be upgraded or enhanced. In those cases it might make a lot of sense to go after a solution that is specifically targeted at that requirement. Sometimes in an operation those issues are more holistic; you might have a problem with getting self-service contact management seamlessly transitioned over into assistant service. In those cases you might have to go deeper into the technology mix and look at some technology that applies itself over a broader spectrum of communication and customer contact scenarios in order to get to the heart of those issues. - David Fuller, Director of Marketing Contact Center Applications, Interactive Intelligence