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Driving the Real Value From a CRM Solution in a High-Volume Contact Center

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Executive Summary

This white paper discusses the current state of high-volume contact centers. It considers the business and technical challenges involved in maintaining good customer support in the face of rising data volumes and correspondingly diminishing effectiveness in dealing with those data volumes from a customer management standpoint. The paper then examines the benefits of a pre integrated, factory-certified configuration of Amdocs and IBM software that includes a highly functional CRM application that has been integrated, optimized, and vendor certified with an RDBMS and a complete database archiving solution.

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