The rapid growth in communication technologies over the last few years has presented call centers with an unprecedented opportunity to support complex customer interactions. Independent applications, tailored to manage the business process of customer interactions, have an increasingly important role in daily call center operations and are used extensively to perform crucial duties that significantly improve productivity. However, since such applications tend to operate independently of the call center software, many are asking the prevalent question: "how do we setup a flexible contact center technology platform to optimally integrate these custom applications and tailored Customer Resource Management (CRM) systems?"
