Convergence between contact center and CRM Technologies; Business Impact to Mid-Size Organizations

In business today, Contact Centers are essential in building great customer relationships as they serve as the primary point of contact between companies and their customers. In addition, Customer Relationship Management applications allow companies to manage, develop and grow these relationships effectively. However, for mid-sized companies, finding an affordable, scalable and flexible customer interaction system that integrates Contact Center and CRM functions has not been an easy task. Join Alcatel-Lucent, Microsoft, and Forrester Research for a roundtable session discussing key trends and the business impact behind converged Contact Center and CRM solutions.