White papers are available on ‘Current trends in Customer Interaction Management solutions’ and ‘Using CIM Systems for Regulatory Compliance: Payment Card Industry (PCI) Data Security Standard’.

This white paper ‘Current trends in Customer Interaction Management solutions’ was presented by Geoff Forsyth at the Call Centre and Customer Management Expo 2010, at the Birmingham NEC on 21st September 2010.

The primary topic was how Customer Interaction Management software can improve the efficiency of the contact centre, whilst enhancing the customer experience. However areas also covered included: unified desktop, handling spikes/peaks in traffic, advanced management reporting and implementing network cloud technologies.

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