Vice President
Siebel Systems, Inc.
Michael Betzer leads CRM product
strategy for Oracle. Prior to this role,
he served as vice president of product
management for CRM service products
with responsibility for contact centers,
service, field service, help desk,
knowledge management, mobile,
wireless, handheld devices, computer
telephony integration and software as
a service products.
Surviving and Thriving in the Customer-Driven Age
Transformational CRM is the catalyst to transform organizations, empower employees and capitalize
on new market opportunities.
CRM Project Volume 7, June 29, 2007
The Self-Optimizing ‘Real-Time’ Contact Center
Real-time analytics and real-time optimization of contact
center technologies are converging trends that will, in short
order, dramatically enhance productivity and customer
satisfaction, change how call centers are deployed and managed,
and alter the expectations of both customers and the companies
that service them. This convergence represents a fundamental paradigm
shift in the science of customer satisfaction delivery – one that will
have a determinative impact on current technology life cycles and on
the metrics that drive technology buying decisions.
This paper will focus on what current buyers of technology need
to know about these trends and what criteria should be applied to
imminent buying decisions, in order to “future-proof” those investments
in the context of this emerging paradigm shift. At the root, these
trends are unified by the overarching vision of the contact center as a
real-time organization that can automatically adapt its technologydriven
business processes to changing needs and circumstances.
CRM Project Volume 6, March 02, 2006
