A great deal has changed in the contact center and CRM technology landscape in the past ten years, and most companies lag way behind in taking advantage of new functionality. An obvious example is social media.
DMG Consulting estimates that more than 93% of existing servicing/CRM applications do not have the ability to access, route, queue and respond to social media interactions. However, this is not the only capability missing from servicing/CRM solutions. Unified communications, desktop analytics, workflow, next call to action, intelligent scripting and routing, advanced CTI, support for payment card industry (PCI) standards and other regulations, desktop integration, and even multi-channel capabilities, are just a few of the “innovations” that have entered contact centers in the last few years but are not yet addressed in most servicing applications.