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A Minha Música Innovation/Concept Idea

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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  1. 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

  2. $ 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

  3. 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.

  4. Global System Architecture

  5. VoIP IVR Low-Cost Long Distance On-line Calling IVR Madrid Lisboa IP IP switch IP switch PSTN PSTN

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