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Comments

steve M

That's really a smart and quick sloution for video conferencing, without much efforts and time.
http://www.sony-conferencing.com

Mike P

You are absolutely right. Once the text of a collaborative conversation is logged, the art of indexing is simple but only as long as the search engine or search facility exposes accurate results.

With the unstructured information, especially when captured during a persistent chat session, it is more beneficial to find the person or people that discussed a topic. The route to tacit knowledge for an account manager (in your scenario) can be faster. This is where I believe presence or identification comes into play. If an account manager requires a statement or concept expanded, finding the person who discussed it can lead to a more accurate response and ultimately improved knowledge of the customer, rather than reading the information and acting purely on post research.

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