Call Center EAJ Combines Workflow and Unified Customer View.

Enterprise Systems Journal,  November, 1999  by Creamer, Mark

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Telecommunications firms often provide local, long-distance, and Internet services nationally. In the fast-moving deregulated telecommunications market, it is imperative to be as nimble as possible competing with the incumbent regional Bell operating companies, the big three long-distance carriers, and ISPs, while cooperating with competitors for end-to-end customer service. Of particular importance is the opportunity to bring new products and services to market within a matter of days after simulation and test marketing.

One such company developed and implemented a customer ...

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