North American Integrated Customer Relationship Management (CRM) Systems Markets

Enterprise-wide CRM analytics performs the tasks of customer segmentation and personalization that allow contact center agents to effectively conduct cross-sell and up-sell campaigns. While analytics within the call center is currently an emerging application, it is expected that deployments will grow dramatically. Further success will rely on consumer recognition of the software as one of the keys to the crucial transformation of contact centers from cost centers to profit centers.

CRM software sales will be driven by the product's ability to reduce customer service costs while improving client satisfaction and retention. This Frost & Sullivan study examines technology trends and identifies industry challenges, providing companies with the comprehensive information necessary to capitalize on this burgeoning field.