Extract:

Telecommunication and Internet providers have often played a key role in the communication improvements achieved by other organizations and industries. Providing solutions to reduce costs and increase communication effectiveness has been core business to the telecom industry for years. Focus on delivering such solutions must now be turned inwards on Customer Care etc. But as the minute prices continue to go down, the Telecommunication industry has to start looking at otherways of servicing their customers, as existing customer care solutions such as the call center is becoming too expensive, mainly due to increasing salary expenses.

Existing WEB based customer care solution does often not offer the rich customer experience needed to move customers from the phone onto the web. Additionally they, in some cases, act as a call generator instead of the intented purpose, and the back-office integration is not optimal, which causes extra work in the back-office.

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