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Application Management: Optimizing Your Contact Center Technology Investments


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Source: Datamonitor
Date: January 2008
Type: White Paper
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Overview: In the aftermath of the heavy technology spending in the 1990s, Contact Center (CC) managers are no longer looking to expand their portfolio of technology investments but rather are exploring methods for exploiting those in which they have already invested. In CCs, Application Management is fundamentally a business strategy that aligns applied CC technologies and functions with customer needs to improve profitability and customer satisfaction. The need to analyze, determine and optimize CC technologies has led to the advent of Application Management.

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