Letter from the Publisher

April, 2009

Spring has finally arrived in Minnesota!  We’ve even had a few beautiful days over 70 degrees and some of the golf courses have opened.

2009 is off to a very good start with the best first quarter in our history.  Our view of the contact center and customer service industry continues to be encouraging in spite of the recession that is very real for all of us.  The value of implementing speech, VoIP, and unified communications technology continues to be vital to meeting the short and long term customer service and financial objectives of our customers.  There is a growing emphasis on life cycle management of business solutions that includes improved monitoring and increased emphasis on meeting service level requirements.  Cost of ownership is a key consideration in making buying decisions related to new systems and services.  The recession is definitely slowing down some deployments and delaying some decisions, but we are dealing with a slow down that we believe will quickly reverse itself as the economy recovers.

For this newsletter, we thought it appropriate to share information about a monitoring service that helps companies position themselves for success even – and especially when – the economy is tough.  The concept behind our cost-effective remote availability and performance monitoring (RAPM) service –HeartBeat™ -- is so straight-forward and effective that we believe anyone can benefit from just reading about the RAPM methodology.

As always, we encourage you to get in touch and give us any feedback or insights you’d like to share.   

Best wishes,

Jim Jenkins
Publisher
President & CEO
jjenkins@iq-services.com