Letter from the Publisher

Summer 2005

Another quarter has gone by. 2005 continues to be a very busy year for IQ Services. The Contact Center Market continues to grow and change everywhere. “Convergence” is the buzzword in the industry, bringing a steady stream of new ideas on how streamlining communications can improve agent and worker productivity. IVR self-service applications are rapidly converting from DTMF to spoken inputs. The current generation of consumers is becoming totally comfortable with the new technology and the benefits of a new kind of customer service. VoIP has been anointed as the replacement for traditional telecommunications. All of this change has created thousands of opportunities for vendors, consultants, and service providers.

Convergence drives a level of integration that demands even more emphasis on testing through the entire life cycle of developing and maintaining a new or improved business solution. Well-designed unit or subsystem level testing that ensures you are ready for fully integrated system level testing is key to a successful project. Integrated testing that exercises all channels for inquiries into an enterprise system is critical to having confidence a business solution works correctly before it goes live with real customers. Every agent and employee workstation is critical to the productivity of individuals and the organization. The challenge is maximizing the up time for the entire infrastructure that supports your customers and your employees.

At IQ Services, we are dedicated to helping our customers implement and maintain business solutions. We hope all of you have great success in this rapidly changing communications environment. If you have topics you would like to see discussed in the newsletter, please let us know. As always, we want to provide our readers with information that will be helpful to their business activities. Thank you for participating.

Sincerely,

Jim Jenkins
Publisher
President & CEO