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Overview: The paper published by customerservicegroup examines potential cost savings resulting from Web-based customer self-service, as well as critical issues to consider. According to the Giga Information Group, delivering an answer to a customer inquiry by a live Web interaction costs, on average, 50 percent less than the cost of a phone call. Email is even less at only 30 percent of the cost, and self-service can deliver answers at 10 percent or less.
Networking and Unified Communications
IT managers face a difficult task in trying to offer robust services and applications while reducing IT costs and complexity. With unified communications, IT managers can...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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