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