Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Now that both worlds are increasingly cloud-based, the collision is accelerating.
How can we make this more concrete? How can we figure out how far along the process is? Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. But this “share of spend” approach is very hard to do.
Another way to do that is to look at what’s happening at the agent desktop.