Telephony Systems - PBX White Papers

The Call Center: Ringing in a New Era

• Tags:
• telephony systems - pbx,
• relationships,
• centers,
• customer relationships

Overview A white paper that discusses call center and CRM-related trends, as observed by E&Y through research and experience.
It used to be that call centers got no respect—no matter how high-tech or cost-effective they were. As the single greatest point of access for the customer today, the call center is making smart strategists take note. According to the Gartner Group, 70% of customer interactions will pass through a call center via electronic or voice communications by the year 2000.

Bolstered by powerful new telephony and computer technologies, what used to be perceived as a back-office department now holds the potential for being the company’s most potent vehicle for managing customer relationships. As a result, executives are beginning to see call centers as significant revenue generators and as one of the surest investments they can make in cementing customer relationships.

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