Our role in those call centers includes:
We recognize that prudent business strategy is evolving to embrace the customer relationship
management (CRM) paradigm. This is changing the way enterprises are reacting to customer
demands. The enterprise must take an overall view to maximize the customer's relationship with
the enterprise and the customer's profitability for the enterprise. Integrating the service, support,
and sales functions and the corresponding suites will be critical. A complete solution would include
a CTI-empowered ACD environment with inbound and outbound capabilities, and a servicing
system that allows for adaptive sales and service.
From a technology standpoint we are anticipating the morphing of
the single-function, telephone-
based call center into a multifunction, multichannel, customer service contact center. We are
monitoring the progress of the primary technology-enabled relationship management (TERM)
vendors, their customer service and support (CSS) and technology-enabled sales (TES) offerings.
We are also watching the major enterprise resource planning (ERP) vendors to see if they are
really serious about entering this market. We believe that it is good planning to include these
considerations when engaging in any call center technology procurement or refreshment activities.