A minha m sica innovation concept idea
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A Minha Música Innovation/Concept Idea. Innovation and Technology Transfer Ana Sofia Mascarenhas Anabela Piedade Nuno David. 15 th of February 2002. M. Sc. On Engineering Policy and Manage ment of Technology. $ 419. ($ in millions). $ 329. $ 228. $ 102. $ 23. $ 5. 1997. 1998.

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A Minha Música Innovation/Concept Idea

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A minha m sica innovation concept idea

A Minha MúsicaInnovation/Concept Idea

Innovation and Technology Transfer

Ana Sofia Mascarenhas

Anabela Piedade

Nuno David

15th of February 2002

M. Sc. On Engineering Policy and Management of Technology


Market conditions and growth

$ 419

($ in millions)

$ 329

$ 228

$ 102

$ 23

$ 5

1997

1998

1999

2000

2001

2002

Market Conditions and Growth

“In 2001 50% of the US Population will be using Email generating 500 million messages per day. 10 % of these (50 Million) will be product inquiry or customer service related.”

Forrester Research

“By 2001, with 25% of all customer contacts through the Internet, Email and Web forms, enterprises that do not support customer preference for communications channel will fail by 2003 (70% probability)”

Gartner Group

“By year-end 2001, enterprises will receive more than 25 % of their inquiries through the Web and Internet.”

Gartner Group

Source: Gartner Group.1999


Unifying channels

I VR

E-mail/Chat

Web Collaboration

Assisted

AMMS

Call Centre

WebSelf-Service

Self

Telephone

Internet

Unifying channels

The enterprise will provide several touch-points to customers.

AMMS will unify the customer view.


Global system architecture

Global System Architecture


Voip ivr

VoIP IVR

Low-Cost Long Distance

On-line Calling

IVR

Madrid

Lisboa

IP

IP switch

IP switch

PSTN

PSTN


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