The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions and business issues. The guide aims to give a detailed and definitive view of the reality of the implementing and using technologies, how best to address these issues, and a view on what the future holds.

As well as explaining these solutions to the readers, we have also asked the potential users of these solutions whether they have any questions or comments, and we have selected several of the most popular to ask to the report’s sponsor. The answers to these are distributed throughout the report and give interesting insight into real-life issues.