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Gartner's 2010 report is focused on Web Customer Services, evaluating the leading software providers on the following basis: knowledge base for self service, e-mail response management, web chat, collaborative browsing, virtual assistants, Short Message Service (SMS) and multimodal communication, multichannel interaction recording, multichannel analytics and multichannel feedback management.
RT: Collaborative browsing, form sharing and integrated push technology are very sexy technologies, but are they more flash than substance?
LAN-based and PC-based telephone systems are beyond the scope of this update report, as are such product categories as audio call recording systems, predictive diallers, collaborative browsing software, CRM software and e-mail management software which, although they may include a CTI capability are not, per se, CTI products.
Browser-based agent desktops coupled with blended queuing and routing to enable live agent interaction via the Web with voice char, collaborative browsing or instant messaging, and cross-channel applications such as Web callback.

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