Frost & Sullivan research paper: When CRM meets the contact centre

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Frost & Sullivan research shows that today, only about one-third of contact centers are fully integrated, while the largest proportion is mostly integrated. But by 2016, 54% of surveyed organizations expect to be fully integrated (a 64% growth rate over the two-year period).

Read this paper to:

  • Get a high-level view of the modern contact center
  • Learn about the rapidly changing needs and expectations of customers today
  • See details of the benefits of integrating CRM and contact center systems
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