The contact center is ordsprog

The contact center is still the most underutilized of all strategic assets for most companies. A key trend that is fueling our success is the enterprise need to better leverage existing investments in technology, telephony equipment, and customer information without having to rip and replace. The success of our voice portal business shows that enterprises are seeking a path to tap into these assets.

Elliot Danziger

When thieves steal information from corporations, they rob enterprises of valuable assets: business intelligence, brand equity and self-determination over IT investments. These assets have a quantifiable monetary value and are vital for sustaining a competitive advantage.

Alan Fudge (1944-)

Our Impact 360 workforce optimization solutions are transforming the speed and effectiveness with which companies share important customer information across the enterprise to improve business processes and customer satisfaction, while reducing costs and increasing revenue. Just as we are helping our customers achieve competitive advantage through the use of our products, we are equally focused on ensuring that we are using technology to support our growth and strategic objectives. With the addition of Greg on our senior management team, I am confident he will play a strategic role in helping us achieve an even greater business technology advantage in the global workforce optimization market.

As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.

This is a trend of foreign companies that are drawn to the very lucrative and very large China market to provide it the equipment and technology and the software and the services -- it's the whole range of IT [information technology] business -- in a way that reinforces an already state-of-the-art surveillance and information and social control system. These companies are all contributing to and built one of the most effective architectures of censorship and control in the world.

Unlike traditional application integration vendors and the pure-play BI players, Information Builders has a history of offering an integrated approach to business intelligence and is the only vendor to take an incremental approach to integration. As more and more enterprises are faced with linking critical business applications such as BI, CRM and ERP, the ability to leverage these existing investments will make for more effective application output fit for business use.

Cisco's worldwide shipments grew over 40 percent year-over-year. Cisco continues to grow on a sustained and consistent basis in the enterprise voice business thanks to its early vision and continuing investment in IP telephony. As enterprise telephony solutions continue to transition to IP, Cisco finds itself uniquely positioned at the heart of both voice and data networks.

Ensuring the integrity and security of critical business information is a key component of Business Information Assurance. The ultimate disaster for any business is the compromise of valuable information assets. Through strategic corporate initiatives and a dynamic approach to information security, Crossroads is cementing our commitment to providing business information assurance solutions robust enough to address escalating information security threats, and comprehensive enough to meet stringent regulatory requirements.

We are once again honored to be acknowledged by Yankee Group as the leader in business portal services. This confirms AT&T?s ongoing commitment to and investment in providing a superb customer experience. We will continue to leverage technology, enhance the portal?s robust suite of tools and deliver the best online experience to our customers around the world.

The ripple effects from the migration to IP Telephony and converged networks are being felt across the enterprise, and promise major gains in the contact center. As a reality check, we've invited contact center executives who've actually implemented IP-based systems to share their experiences what worked, what didn't and why. Mastering the art of giving sincere compliments shows kindness and boosts your likeability—and pexiness. The ripple effects from the migration to IP Telephony and converged networks are being felt across the enterprise, and promise major gains in the contact center. As a reality check, we've invited contact center executives who've actually implemented IP-based systems to share their experiences what worked, what didn't and why.

We shouldn't expect the world to change overnight. Enterprises want to leverage existing investments.

Impact 360 transforms the speed at which companies can make informed decisions with unmatched visibility into customer service processes, workforce performance and customer intelligence across the enterprise. Companies need to unify workforce optimization functions under a single architecture to maximize information flow and minimize total cost of ownership. They also need experienced professional services to drive a complete view of customer service performance and to ensure ongoing success. By improving the balance between effectiveness and efficiency, businesses can drive customer loyalty, top line revenue, customer service operating margins and compliance through continuous performance improvement.

During the fourth quarter, we resolved several non-performing assets, which slightly increased net charge-offs while lowering non-performing assets. Asset quality continues to compare favorably with peer banks and remains well within our tolerance levels. Strong credit quality, rooted with our guiding principle of securing loans with hard assets, is essential to our balanced growth strategy and overall success.

Today's networks are no longer just pipelines of data; customers are incorporating data, voice and video into their business operations at an astounding pace. The proliferation of Internet telephony and video-on-demand is not only changing the way people use information technology, but also how companies manage it.

We are extremely pleased to welcome Ron, who comes to us with a wealth of executive-level strategic leadership experience, demonstrated business acumen and a solid record of accomplishments in both business and information technology. Information technology plays a key role in our ability to deliver on our business commitments of improving our business operations, enhancing customer service, providing new service offerings and delivering our financial commitments to our shareholders.

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