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 ...

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 ...

During a pre-briefing to industry analysts from Jeff Comstock, corporate vice president of Dynamics 365 Customer Service the most intriguing thing he said was the solution does not require customers ...

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 ...

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 ...

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, ...

Competitors Avaya and Genesys Telecommunications Laboratories also are working on similar strategies, which they trumpeted late last week at Microsoft's partner conference in New Orleans. Siemens' ...