About the Reviewer

Justin Zimmer has worked in the contact center technology field for over ten years. During that time he has performed extensive software and computer telephony integrations using both PSTN and IP telephony. His current projects include system designs utilizing open source soft switches over more traditional proprietary hardware based telephony, and the integration of these technologies into market specific CRM products.

As CTO of Unicore Technologies out of Phoenix, AZ, Justin is developing hosted contact center solutions for the low-end market. Unicore's solutions present contact centers with low startup costs in a turbulent economy, and allows those centers to scale their business while maintaining a consistent and familiar user interface.

Justin has worked on countless software user manuals and instructional guides for both internal and customer usage.

He also worked on the Hopewell Blogs: a science fiction adventure novel that will be released chapter by chapter online and available in print once the final chapter has been released.

I'd like to thank the countless community contributors that have provided enough online documentation to make this book as accurate and helpful as possible. And I'd like to thank my wife Nicole for putting up with the extra hours spent reviewing this book, as well as my boys Micah and Caden and my daughter Keira for giving up some of their daddy-time for this project.