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 […]

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