How to Navigate CRM and CCI Procurement on the Route to Omnichannel Success
To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market.
The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses:
- Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels)
- Strengths and challenges associated with each strategy
- Key considerations for omnichannel success
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Gartner Report How to Successfully Navigate CRM and CCI Procurement on the Route to Omnichannel Success, Jim Davies, Michael Maoz, Drew Kraus, Steve Blood, Olive Huang, Brian Manusama,19 July 2016.
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