Yesterday, consumers saw a product, wanted more information, jotted down the phone number, called the company, and were placed on hold to wait for a customer service rep. Today, the call center is merging with the Web. Consumers can go to a website, see the product, click a button on the website and be connected with a rep instantly. The customer and rep look at the page together and discuss the pricing and availability of the item. We are seeing a real trend toward such convergence of technologies.
Wireless data Take, for example, wireless data and Internet.
With people and companies on the move, wireless has played a key role in helping them stay connected. This is especially true, of course, in Asia-Pacific . In fact, by year 2003, there will be more new mobile phones than new fixed telephone lines in many countries here. But wireless is not just for voice anymore. Smart phones are already in the market, and are providing users with data capabilities.