The Internet is transforming the global services industry and its sectors. Thanks to networked applications and e-commerce, new business models are emerging in the services industry and competition is escalating. In this new environment, traditional institutions must rethink, redefine, and reengineer the way they serve and support their customers and conduct business within their organizations. Visionary services organizations around the world are deploying Web-based applications that help develop new delivery channels, provide competitive customer care through Internet-enabled call centers and online interfaces, and ensure fast delivery of new products and services. In addition, companies are developing sophisticated, high-speed networks to connect physical locations with customers worldwide, and they are consolidating point-to-point connections onto a single Internet Protocol backbone
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