A new generation of Customer Contact Center has evolved: "The Multi-Media Customer Contact Center." Across all industries, customers' expectations of contact centers are rising. This is particularly true among the most affluent and valuable customers. People want to conduct their business at a time that is convenient for them; via any medium that is the most convenient, i.e. via the internet and email, in addition to the telephone. Customers are demanding more personal service. Customers also expect the companies that they interact with, will deliver premium customer service. By implementing new customer contact center technologies, and applying best practices, these expectations are being met. This is "Customer Interaction Management (CIM)."

UTSI will present "Customer Interaction Management (CIM) - Customer Contact Center Technology." Topics to be included in this presentation will be the development and trends of customer contact centers, customer contact center hardware (configuration and functionality), software, and operations. UTSI will also introduce Concerto Software - a leading company in the field of customer contact center software solutions, and Frost and Sullivan's "Company of the Year" for 2002 in CIM space. This should be an informative overview of the CIM field for those who have an interest, or are contemplating the implementation of a CIM solution for their operation.

Samson Mar is the Vice President of Technology at Universal Technology Systems Inc. which is the prime representative of Concerto Software in Taiwan and Mainland China.