The future of contact centers?

[surferdude949]

What is the 5 years outlook for contact centers? In terms of technologies and business strategies where are things headed?

Will they get smaller and be pure IP? How will CRM fit into this picture?

 

[JcBWF]

Where I am they are saying 2012 (not sure if beginning or end)they want to be all VoIP with Genesys. Should be fun. Only have about 150 different call centers and 25K plus seats. And this is a bank, they don't take to this kind of tech quickly.

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