Contact center Archives

Contact centers and the state of omni-channel customer service

A Corizon poll investigated which communication channels British consumers prefer and those that contact centers offer. The resulting research has revealed demographic preferences for various contact methods. The findings also raise questions about how contact centers are coping with the increased number of contact channels and whether they're able to...

Salesforce.com goes contact center and help desk with Supportforce

In the ongoing integration between contact center solutions and CRM in a multi-channel world it was to be expected: cloud pioneer Salesforce.com just launched Supportforce.com. Most analysts were waiting for the announcement which is fully in line with the evolutions in the contact center market where, as mentioned in our...

CRM, VoIP and multimedia: call centers become integrated profit centers

Research by IDC shows that call centers are playing an increasingly strategic role in the European financial industry as they support a growing number of business functions and processes. The integration of call centers or contact centers and CRM solutions isn't new of course. In 2001 IDC already stressed the...