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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.

This study maps the customer behaviour and expectations of enterprises which have deployed and are using OCRM solutions in ANZ. The analysis highlights the key business challenges driving adoption of OCRM solution, vendor evaluation criteria and purchase decision making process, apart from identifying the most suitable vendor in the ANZ OCRM market...