CTI TO CRM: 
Blended Media Solutions In The E-Commerce Era

The explosive growth of the Internet has mandated that Call Centers merge voice functionality with email, web chat, VoIP and even video.  New contact center solutions are already migrating to next-Gen Networks.  Some argue CTI is almost dead.  If it is, it has been granted a reprieve by CRM, the customer-centric application that reflects the media blend of the e-Commerce contact center, or blended media center.  With CRM, traditional CTI’s applications have actually expanded, and even seen their reach extend into new markets.

The industry’s composition is radically different than it was two years, or even one year ago.  CTI, CRM, unified messaging – all merging in a crazy free-for-all of confluence.  On both a domestic and international level, no one has been left untouched by the wholesale changes which today characterize the market.   And, although this vibrant, billion-dollar market is still wide open, with opportunities beckoning from a myriad of segments, it has been fundamentally altered, vastly different than it was in 1999 or 2000.  It is screaming for new directions, for innovation, and for vision.

"CTI To CRM:  Blended Media Solutions In The E-Commerce Era" is an exclusive document derived from years of ongoing research into, and analysis of, the computer telephony integration market. Fusing together all the different and emerging CTI and CRM elements into a single mammoth opportunity assessment, its insights and recommendations are precedent-setting, as are the proprietary models employed for industry projections. You will find nothing on the market like it. It is essential reading for anyone involved in one of the most tumultuous markets of the decade.

All market forecasts are through the year 2005. 
Price $3,895.00 US
Published September 2001
238 Pages

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