Understanding the TCO of SaaS CRM and KM in the contact centre


October 20, 2009
49 Pages - SKU: OV2497267
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This report looks at the current trends in the hosted contact centre customer relationship management (CRM) and knowledge management (KM) markets, and the effects on enterprise balance sheets of software-as-a-service (SaaS) versus on-premises solutions. It also presents a matrix of the leading global CRM vendors, which offers a valuable insight into the strengths of various hosted vendors’ CRM solutions.



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