JAM IP has just completed the latest in a series of seminars that provide insight into the latest self-service technologies and how they are being deployed by organisations. Proactive customer contact is another topic that was covered in the seminars, with particular emphasis on the role that SMS can play in delivering customers a proactive service.

JAM IP were delighted to have Marcus Hickman from the CCA discuss the latest trends within the contact centre industry, and Ben Bennet from Dial-a-Phone share his experiences in implementing self-service technology. Aside from presentations and a live demonstration from JAM IP, Nuance and Cisco provided insight on where they see self-service going in the future. JAM IP's seminars were attended by over 40 companies, each of whom participated in a survey. The results of the survey are as follows: