One way of thinking about it is to consider the difference between analog and digital systems. But in a modern digital system, e-business is based on a digital network that features instantaneous response and the integration and sharing of information across various departments. The true digital organization doesn't differentiate sales, marketing, and service. Sales is not seen as a discrete event. Instead, it is treated as part of an ongoing interaction process with the customer.
Call centers are now big business in Asia, with Australia and Singapore leading the way.
The complexity and sophistication of what's going on is illustrated by the call center facility of Bass Hotel and Resorts in Singapore. They work closely with SingTel , which sets up local toll-free numbers in countries like China and India, then routes the calls over SingTel's international network to its local ISDN line. But a lot is also happening right here in the Philippines. These AOL employees are four-year college graduates holding degrees in computer science, accounting, and business. AOL executives have been thrilled with the quality of their Filipino workers, who have proven to be both hard working and extremely loyal.