Call Center CRM News Blog TMC

The Call Center World Shrinks

October 3, 2005

Hi, blog!

I'm back from the ICCM show in Las Vegas. My initial impression was that, unlike the old days of a vast variety of smaller companies offering single-point communication, we're now looking at shows with a few very large merged players up front. The Witness/Blue Pumpkin combination, Aspect/Concerto entity and Verint/Opus Group combinations are just the most recent. With PeopleSoft, JD Edwards and Siebel absorbed by Oracle and predicted to not emerge for a few more years, the call center world has truly shrunk.

I see some ways in which this will be good for customers, and some elements that will not. I also have the feeling that we're far from finished with these merger activities: the momentum feels like it's just starting to gather.


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