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U.S. Customer Contact Center CRM Software Markets
Frost & Sullivan, Nov 2000
Competition Drives Demand for Personalized Customer Care Solution
As competition intensifies in a wide range of industries, companies are increasingly using customer care to differentiate their firm from the pack. Consequently, demand for effective customer relationship management (CRM)software solutions is rising. Businesses view CRM
solutions as an integral part of enterprise-wide strategies. To capitalize on emerging opportunities, CRM software vendors must offer new features and functionalities to personalize the customer experience and improve coordination between corporate departments.
This research analyzes the markets for CRM software used for contact center applications, which store key customer information in a central location and advise agents on how to best serve clients needs. With its in-depth discussions of market drivers and restraints, this report is an essential tool for CRM software market participants.
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