About the Author

Kerstin Peterson has been in telecommunications for 14 years. She's worked as a telecom analyst for the University of Pennsylvania, ALPO Petfoods and Dean Witter Reynolds, and spent five years as owner/operator of an interconnect company. She has written for Teleconnect magazine, Computer Telephony magazine and Call Center Magazine since 1996 and works as a contract project manager and freelance technical writer. Kerstin can be reached through her Web site, www.kerstin.net.