CRM and CCC Modules
This area is a very big topic and several chapters could be written on the growth of the CCC (customer contact center) space (also see Chapter 19, “E-Service and CRM”). More CRM vendors are getting into this area and your organization might consider if your CRM needs include an interaction center which includes tightly integrated sales, service, e-business, call center, etc. Designing a CCC environment is not the same as rolling out a sales or field force component of a CRM system. Questions about telephony integration, IVR integration, skills-based routing, monitoring, chat, co-surfing, e-mail management, multimedia routing, and many other such issues must be addressed.
If a CCC is a requirement, make sure that the CRM vendors ...
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