Integrated CRM Solutions

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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.

Table of Contents

Integrated CRM SolutionsSummary of Major FindingsMarket OverviewMarket and Technology TrendsCTI SoftwareMarket OverviewChallengesMarket Engineering MeasurementsDriversRestraintsRevenue ForecastsPricing AnalysisDemand AnalysisCompetitive StructureMarket Share AnalysisStrategic AnalysisProduct Line Strategy Award CRM Front Office SoftwareMarket OverviewChallengesMarket Engineering MeasurementsDriversRestraintsRevenue ForecastsPricing AnalysisDemand AnalysisCompetitive StructureMarket Share and Product AnalysisStrategic AnalysisProduct Line Strategy AwardCompetitive Strategy AwardCRM AnalyticsMarket OverviewTechnology TrendsChallengesMarket Engineering MeasurementsDriversRestraintsRevenue ForecastsPricing AnalysisDemand AnalysisCompetitive StructureMarket Share AnalysisProduct Analysis




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