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Analysis of the Evolution of ACDs into Customer Contact Routing Solutions
Frost & Sullivan, Aug 2000
The explosive growth of e-business, coupled with higher customer service expectations, is fueling demand for web-enabled call centers and customer relationship management (CRM) solutions. The Auto Call Distributor systems market, currently in a stage of transformation, no longer want to be known as strictly ACD vendors. Market success for ACD vendors is determined by the ability to provide systems capable of routing and queuing queries from multiple contract channels--e-mail, web chat, VolP, fax, and traditional voice. This Frost & Sullivan report examines this market in detail.
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