The evolution of customer communications from telephony to multichannel interactions, including IM and chat, SMS, email, and social media, have created a new era in the relationship between businesses and customers, once which is based upon each customerís preferred communications modality.This evolution of the call center into a multichannel Customer Engagement Center necessitates a shift in not only engagement strategy to meet customers on the engagement medium of choice, but also an assessment of their communications technologies and CRM software, which must both be able to manage this new customer service model.TheGartner Magic Quadrant for the CRM Customer Engagement Contact Center report analyzes the current CEC vendor landscape and the degree to which the market has responded to the social-mobile customer.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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