Message From Amcat

This issue of Dialogue reflects on the dynamic nature of our industry. Our lead article paints a picture of the next generation contact center ‘The Dawn of Call Center 2.0. It discusses how technology and best practices are continuing to evolve to address rising customer expectations and new business objectives.

Amcat VP of Global Marketing, Dudley Larus, discusses how the concept from Geoffrey Moore’s book, ‘Crossing the Chasm’, is very applicable to contact centers today. Revenues, company growth, even winning and losing are all connected to our customers because ultimately, they hold the key to our success.

Jim Texter, Amcat CTO, looks at how leveraging customer and product data more effectively can deliver more productivity, efficiencies, a better customer experience and ultimately company growth.

We also put a spotlight on Amcat sister company, USA Digital. We provide some examples of how USA Digital’s communications solutions when combined with Amcat create an unbeatable combination that results in better value and service for you.

Richard Costello, Chief Marketing Officer
rcostello@amcat.com