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This report analyzes CRM from the contact center perspective. CRM front-end and CTI software are traditional contact center technologies. A discussion on analytics was added since it impacts CRM strategies deployed at the enterprise level.
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17 Dec 2012 | Latin America | Market Research
Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil
Moving from Contact Center to Customer Experience
The base year for this study is 2011. Due to the economy, the market demand for customer care outsourcing continues to grow. Market participants reported a solid organic revenue growth and secured significant deals with new and already existing clients. A solid growth is forecasted, and companies will be less concerned about losing control over ...
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