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JPC Group

142 Warren Ave.
Boston, MA 02116
617.536.9225

Solutions:

BPO, Knowledge Managment, ITSM, Outsourcing Assistance

Company 360
Revenues:	500K
Installed Base:	100+
Employees:	2
Deployment:	both

Customer References
EMC, Kronos, USGS, Formscape, Federal Reserve Bank, Dell, Aetna, Verizon Wireless, International Flavors & Fragrances, Numara Software, New York Presbyterian Hospital, Canada Revenue & Border Serices, Trend Micro

John Ragsdale Commentary

Functional Coverage

	eService
	Web Collaboration
	Proactive Chat
	Email Response Management
	Agent Knowledgebase
	Agent Diagnostic Tools
	Customer Knowledgebase
	Customer Self-Service Problem Diagnostic/Self-Healing
	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
	Case Management
	Entitlement
	SLA Tracking
	Customer History
	Upsell/Cross-Sell

	Contact Center
	Skills Based Routing
	Work Force Optimization
	Quality Monitoring
	Learning Management System
	Voice Self-Service
	Survey Management

Business Consultants

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Buyer's Guide

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