In an article written by Sheila McGee-Smith, the founder of McGee-Smith Analytics, we come to know about the diminishing or reduced differences between CRM and Contact center software. Cloud based CRM vendors are new a new phenomenon. Traditional contact centers were telephony based and they are now trying to move to a multi channel environment. With both CRM vendors and Contact center vendors eyeing for the coveted market of multi channel customers and in doing so the lines between CRM and Contact center software are getting faint.

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