Blog Posts Process Management

Frenemies forever – the tension between CRM and CCaaS vendors

Blog: Forrester BPM Center of Excellence

There was a time when ACD systems and CRM systems did very different things with some integration—but no real overlap. In the support world, CRM systems managed tickets and customer details while ACDs connected callers to agents and managed interactions. In the 1990s the concept of a screen pop and CTI (Computer Telephony Integration) came […]

Leave a Comment Cancel reply

You must be logged in to post a comment.

Get the BPI Web Feed

Using the HTML code below, you can display this Business Process Incubator page content with the current filter and sorting inside your web site for FREE.

Copy/Paste this code in your website html code:

<iframe src="https://www.businessprocessincubator.com/content/frenemies-forever-the-tension-between-crm-and-ccaas-vendors/?feed=html" frameborder="0" scrolling="auto" width="100%" height="700">

Customizing your BPI Web Feed

You can click on the Get the BPI Web Feed link on any of our page to create the best possible feed for your site. Here are a few tips to customize your BPI Web Feed.

Customizing the Content Filter
On any page, you can add filter criteria using the MORE FILTERS interface:

Customizing the Content Sorting
Clicking on the sorting options will also change the way your BPI Web Feed will be ordered on your site:

Some integration examples