Here are their responses. Just as the walls are coming down within the hardware of the call center and corporate information structures, the ability to intelligently distribute calls as well as manage employees remotely are bringing down the walls of the office. Many large companies are moving much of their sales operations to the Internet. Access integrity and security will be refined over the next two years, allowing for mass implementation by global enterprise businesses.
All information is open and available to everyone.
The down side has been that most of what we see is information and we are entering the 'information overload' phase of this new paradigm. Using it as the vehicle for electronic commerce will simplify and improve how we interact with these audiences. I think we'll be seeing a lot of companies either adjusting to the Web, niche-picking or dying. Smart companies realize that in today's increasingly competitive environment, the name of the game is customer service, says Dan Keshian, CEO, WebLine Communications. The goal is to make it as easy as possible for customers to contact your business by whatever means they wish, whenever they wish.