Back Request a Demo +1.888.436.3797 +1.888.436.3797 Request a Demo Request a Demo Frost & Sullivan—When CRM Meets the Contact Center Improving Business Outcomes End to End As mid-size companies look for a competitive edge in an increasingly global marketplace, one approach that can deliver measurable results is to integrate customer relationship management (CRM) tools with cloud call center applications and services for a deep 360-degree view of the customer, tracking every interaction to ensure an optimal customer experience. Frost & Sullivan research shows that today, only about one-third of contact centers are fully integrated while the largest proportion is mostly integrated. But by 2016, 54% of surveyed organizations expect to be fully integrated (a 64% growth rate over the two-year period). Read this paper to get a high-level view of the modern contact center; learn about the rapidly changing needs and expectations of customers today; see details of the benefits of integrating CRM and cloud contact center systems, especially for mid-size organizations; and get an outline of best practices for success. Talk to a CX Expert Talk to an expert about Customer Experience best practices. Sign up now and we'll contact you shortly! Schedule a Call Download the Analyst Paper Today! SHARE ABOUT GENESYS Genesys, creator of the world’s #1 Customer Experience Platform, empowers organizations to build exceptional customer relationships with personalized, omnichannel experiences across all journeys in the customer lifecycle. For over 25 years, we have put the customer at the center of all we do, and today, we continue to passionately believe that great customer experience drives great business outcomes. Trusted by over 4,700 customers in 120 countries, Genesys orchestrates over 24 billion interactions per year in the cloud and on premises. Trending Topics +1.888.436.3797 SupportCareers Copyright © 2016 Genesys. All rights reserved. Terms of Use | Privacy Policy Select Region