BSI Business Systems Integration AG konnte im letzten Jahr zahlreiche neue CRM- und Contact Center-Projekte gewinnen, darunter allein sechs im Versicherungsbereich. Aus Diskussionen mit Experten, den Anforderungen und Kundenwünschen in den neuen Projekten sowie dem Feedback von Bestandskunden hat der Spezialist für Kundenbeziehungsmanagement-Software Trends für CRM und Contact Center zusammengetragen. Demnach stehen neben dem Hype-Thema Social Media auch die viel diskutierte 360-Grad-Sicht auf den Kunden oder die Verschmelzung von CRM und Contact Center im Fokus von Unternehmen. Das Thema Self-Service steht im Anforderungskatalog von Projekten ebenfalls ganz oben. Darüber hinaus erfordern neue Datenschutzgesetze einen Schritt weg von der Erfassung möglichst
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