U.S. Customer Contact Center CRM Software Markets: Industry Report

U.S. Customer Contact Center CRM Software Markets

Product Type: Market Research Report
Published by: Frost & Sullivan
Published: November 2000
Product Code: R1-4004

Description

Competition Drives Demand for Personalized Customer Care Solution

As competition intensifies in a wide range of industries, companies are increasingly using customer care to differentiate their firm from the pack. Consequently, demand for effective customer relationship management (CRM)software solutions is rising. Businesses view CRM solutions as an integral part of enterprise-wide strategies. To capitalize on emerging opportunities, CRM software vendors must offer new features and functionalities to personalize the customer experience and improve coordination between corporate departments. This research analyzes the markets for CRM software used for contact center applications, which store key customer information in a central location and advise agents on how to best serve clients 'needs. With its in-depth discussions of market drivers and restraints, this report is an essential tool for CRM software market participants.

Table of Contents

Market Engineering Research for the Contact Center Customer Relationship Management (CRM) Software Market 1996-2006
- Market Overview and Definitions
- Research Scope and Methodology
- Market EngineeringResearch Measurement System
- Market Engineering Measurements
- Market Engineering Strategy

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