In today’s highly competitive market environment, companies thrive to enhance their customer care practices. A typical call-center has separate customer interaction management (CIM) solutions like Automatic Call Distributor (ACD), Interactive Voice Response (IVR) and customer relationship management (CRM) solutions for managing customer database. Managing different solutions becomes quite expensive as a result of the cost involved for underlying hardware and software products.
The cost effective way and new big thing in contact center industry is the amalgamation of two, CIM and CRM to CIRM (Customer Interaction and Relationship Management) or as it is called, Contact Center in–a-box (CCIAB). Companies have already started developing and implementing this concept of integration, which is easy to use, easy to deploy and virtually offering all the features of a contact center. The main benefit of this integration is portability, it can be installed and utilized anywhere you have access to telephone and internet.
The increasing demand for effective and efficient customer services is boosting up the market for one point of interaction, end-to end contact center applications with wide-range of functionalities. The contact center in a box (Portable contact centers) [ http://www.marketsandmarkets.com/Market-Reports/portable-contact-centers-market-570.html ] market research report entails a study of various features, and benefits of CCIAB. The report also provides an in-depth overview of technologies, challenges, company profiles and future trends in this market.
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