var quote = new Array()

//list the quotes
quote[0]="<i>\"Customer service and support strategies will continue on the leading edge of adoption of real-time capabilities. During 2003, we expect an acceleration in the number of innovative vendor offerings that accelerate real-time customer information in the areas of service analytics, service performance optimization, collaborative case management (CCM), intelligent device management, field service optimization, customer interaction hub and PRM (partner relationship management).\"<\/i> <br><br> <span class=\"quotesName\">Gartner Research Note<br>M. Moaz, E. Kolsky, <br>January 2003<\/span>"
quote[1]="<i>\"ePeople enables technical support organizations to efficiently address the rise in more complex inquiries resulting from today's accelerated pace of new technology introductions and increasingly integrated technical environment.\"<\/i> <br><br> <span class=\"quotesName\">Contact Center News<\/span>"
quote[2]="<i>\"By 2006, leading B2B service organizations will demand applications that incorporate collaborative, real-time case management capabilities.\"<\/i> <br><br> <span class=\"quotesName\">Gartner Research Note<br>M. Moaz, E. Kolsky, <br>January 2003<\/span>"
quote[3]="<i>\"Openwave wants to keep the software developers happy-and creative. One way to do that is to give them all the information they need and want as fast as possible. Openwave tapped Mountain View, Calif.-based ePeople to power its Openwave Developer Web Support.\"<\/i> <br><br> <span class=\"quotesName\">CC News, \"Openwave Systems Cranks Up Help for Developer Network,\" <br>January 14, 2002<\/span>"
quote[4]="<i>\"Reducing the support transaction lifecycle can offer significant cost savings to support as well as positively impacting customer satisfaction. To compress the support transaction lifecycle all four stages of the support transaction must be as efficient as possible. Diagnosis must be comprehensive, issues determination expedient, and resolution development and delivery effective.\"<\/i> <br><br> <span class=\"quotesName\">\"The Lifecycle of a Support Transaction\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[5]="<i>\"It's a complete solution that I did not need to run in house.\" (Kathy Simpson Openwave Systems, Inc.'s Director of Developer Marketing) \"I did not have to burden IT.\"<\/i> <br><br> <span class=\"quotesName\">Internet World, \"Teamwork Prevails with ePeople's New Solution,\"<br> May 21, 2002 <\/span>"
quote[6]="<i>\"Technology solutions such as ePeople's Teamwork tackle the knowledge engineering bottleneck - the inability to capture real-time human expertise in an cost-effective way\"<\/i> <br><br> <span class=\"quotesName\">Gartner<br>April 17, 2003<\/span>"
quote[7]="<i>\"Evidence gathered from Gartner clients indicates that the absence of collaborative case management tools, applications and processes drives up service costs by 12 percent to 20 percent, as well as inhibiting upsell and cross-selling opportunities.\"<\/i> <br><br> <span class=\"quotesName\">Gartner Research Note<br>M. Moaz, E. Kolsky, <br>January 2003<\/span>"
quote[8]="<i>\"Industry wide, 46 percent of all cases are not closed at first customer contact. As the complexity of the product support increases the first call closure rate drops to 40 percent. With each case that is not closed at first contact the cost to the support organization grows considerably in terms of resources expended and customer dissatisfaction.\"<\/i> <br><br> <span class=\"quotesName\">\"The Support Industry Benchmark Study\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[9]="<i>\"If a case is not closed within one day the average time to complete the support transaction lifecycle is 5 days.\"<\/i> <br><br> <span class=\"quotesName\">\"The Lifecycle of a Support Transaction\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[10]="<i>\"When accountability is taken as an institutional directive across organizations within a company, the approach to support becomes more effective and support ceases to be thought of in a simplistic \"after-market\" fashion; it becomes a force for achieving true customer loyalty.\"<\/i> <br><br> <span class=\"quotesName\">Gartner \"Infrastructure Support Services Market Trends and Forecast,\"<br>January 22, 2002<\/span>"

function getRandomText() {
var rand = Math.round(Math.random()*(quote.length-1));
document.write(quote[rand]);
}