Customer Relationship Management, also known as CRM, is a philosophy more than it is a set of specific call-center tools. The companies last week disclosed integration plans. With growing global competition, quality management is becoming increasingly important to the leadership and management of all organizations.
Agents can view screen pops containing customer data when they answer calls.
As computers, printers, and software become more powerful, customers expect more help with selecting and using these products. The vendor aims to weaken the stronghold of its chief competitor, Siebel Systems.