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Unified agent desktop tools assist agents with navigating through numerous applications by combining information onto one view. Agents benefit from these solutions; they gain a simpler interface and improved knowledge to provide better customer service. 
BT Global Services is a significantly different organization since our last assessment of its business. The good news is that it has retained most if not all of its major outsourcing contracts.
Broadband access forecasts including subscribers, consumer revenues, and country penetration rates, 2010-15.
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