Archive for September, 2004

Operational CRM: Leveraging oCRM Technologies in the Pharmaceutical Industry

Wednesday, September 8th, 2004
Operational CRM (oCRM) describes the technology strategy of managing and interacting with customers across channels, through client-facing applications and integrated channel management. oCRM applications are technologies that enable sales force, marketing and customer care automation.

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The Vertical Guide to Contact Centers in North America

Wednesday, September 8th, 2004
This report highlights calling types in each vertical that will lead to call center growth and technology spending. The Canadian and American contact center markets are sized using the following metrics: Number of call centers, agent positions (APs), regional and sizeband distribution of APs

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