The significance that changes in Telecommunications Industry have had on Information Management: - A Case Study of the Impact of advances in VoIP over Call- Center Management.

1.INTRODUCTION: Information Management has become a strategic resource. A crucial step just step before achieving total Knowledge Management (KM) in an organization, it's considered as foundation to running any successful organization which can have potential to grant adequate Return on Investments (RoI), over it's IT spending, in near and far future. Whilst observers and forecasters describe and predict the oncoming of an information society, or information economy, firms and their managements have been investing in …

…for call centres - by James Robertson is the managing director of Step Two Designs, a knowledge management consultancy based in Sydney - Courtesy: KM Column http://www.steptwo.com.au/papers/kmc_callcentre/ White papers from Electronic Databases: 4.Combining VoIP with Policy based QoS- by Extreme Networks. http://www.itpapers.com/cgi/PSummaryIT.pl?paperid=5826&scid=6 5.Technology and CRM - The Information Management Forum http://www.itmgmtprogram.com/articles/Technology_and_CRM.pdf