Der Call-Center-Branche geht es nach wie vor gut. Dies bestätigt die diesjährige Umfrage unter rund 150 IT-Verantwortlichen, die BSI Business Systems Integration AG auf der CallCenterWorld 2010 in Berlin durchführte. Demnach wird weiterhin in IT investiert, wobei die Verschiebung in diesem Jahr leicht zugunsten von Hardware geht: rund 56 Prozent der Befragten planen die Anschaffung neuer Hardware. 44 Prozent sahen sich nach neuer Software um. Im Software-Bereich sind vor allem Lösungen mit einem guten Preis-Leistungs-Verhältnis sowie benutzerfreundliche Systeme, die die Integration vieler unterschiedlicher Kanäle erlauben gefragt. Der von BSI bereits Mitte 2009 genannte Trend hin zur Verschmelzung von CRM und
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