02056nas a2200121   4500008004100000022001400041245003000055210003000085260004200115520172400157100001701881856003601898       2010                        eng d  a1913-610200aCommunication Enabled CRM0 aCommunication Enabled CRM  aOttawabTalent First Networkc05/20103 aCustomer relationship management  software is used to manage and enhance a company's interactions with its customers. Typically, CRM software integrates well with other communication software, such as email, but includes little or no integration with telephone or video conferencing systems. For companies that interact frequently with their customers or internal teams by telephone or video, this greatly limits the usefulness of their CRM system. Ideally, a CRM system offers flexibility to allow communication with customers in a variety of ways and provides consistent reporting and logging of these interactions regardless of which form of communication was used. This allows for greater insight from interactions with customers and helps better understand how to meet customer needs.

This article describes our recent experiences as we set out to integrate communications services provided by Coral CEA into an open-source CRM system. CoralCEA is a platform that provides developers open application programming interfaces to easily integrate powerful communication features into web applications. In our case, we were interested in enabling telephone, telephone conferencing, and video conferencing services within a CRM application.

However, the article is not just relevant to CRM users, since it illustrates how powerful communication services can be easily added to almost any existing web application. After reading this article, you will have a better understanding of the basics of CRM, how better communication improves the experience for both the company and the customer, and you will hopefully be encouraged to consider integrating powerful communication services into your own web applications.1 aMajic, Elias  uhttp://timreview.ca/article/35200940nas a2200121   4500008004100000022001400041245004300055210004200098260004200140520058300182100001700765856003600782       2010                        eng d  a1913-610200aOttercall: A Language Learning Company0 aOttercall A Language Learning Company  aOttawabTalent First Networkc09/20103 aUsing computer-assisted speech recognition to evaluate the pronunciation of a speaker, Ottercall provides its customers with feedback on how to improve their language skills. In this article, Ottercall's plan to enter a crowded competitive environment will be described. The article first describes the language-learning market and the points of difference between existing solutions. Next, it will outline the various strategies and decisions considered by Ottercall in developing its market entry strategy. Finally, the lessons learned through this process will be shared. 
 1 aMajic, Elias  uhttp://timreview.ca/article/379