Some weeks ago I wrote that CRM and contact center are on a collision course. I argued that as the technologies used in CRM and the contact center will naturally mash up, the vendors of these traditionally distinct technologies will collide.
In this post, I will expand upon that idea and talk about the future and a key aspect that will be important to successful synergies: how each domain leverages behaviors.
CRM/contact center collision
The first post argued that a co-mingling of the technologies used in CRM and the contact center worlds have occurred. This has been more of a lending of functionality. Seldom has true synergy emerged.