Verified Market Research valued the global contact center infrastructure market at $19.5 billion in 2020 and expects it to reach $55.6 billion by 2028, growing at a compound annual rate of 13.9 ...

CRM has long been a staple in sales interactions, marketing campaigns, and customer records. But now it is growing in prominence in the contact center as the agents’ primary desktop interface. Agents ...

Recent developments from Salesforce help illustrate the growing overlap of CRM and contact center software, expected to continue in coming years. This week on a client call, I was asked to give my ...

The impending contact center and CRM collision will lead to a world ruled by those who understand how behaviors are leveraged across the entire customer journey Some weeks ago I wrote that CRM and ...

Vault CRM Service Center now available for life sciences inside sales, contact center, and hybrid reps Vault CRM Suite to unify sales, marketing, medical, and service for true customer-centricity ...

Contact centers play a central role in supporting the customer journey across both pre-purchase and post-purchase touchpoints. These touchpoints are essential for answering customer questions, ...

Does “Off-the-Shelf” Contact Center Integration Really Work? Your email has been sent CRM and contact center solutions promise seamless integration in a few clicks, but that’s rarely how it goes. See ...

You have a lot to look forward to next month at Call Center and CRM Demo and Conference. The name of the show reflects the reality of customer relationship management (CRM), which originates in your ...

Following an internal assessment of its patient contact experience in 2017, Boston-based Dana-Farber Cancer Institute underwent a total overhaul of what was found to be an unnecessarily complex, ...

Research firm MarketsandMarkets projects the global contact center software market, which includes automatic call distribution, call recording, computer-telephony integration, customer collaboration, ...