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According to Interactive Intelligence Group Inc., in the near future, the degree of automation in the contact centers industry and the degree of integration of the channels used by the contact centers will rise.
This estimation is supported by the ‘Enterprise Priorities in Europe’ strategic analysis, conducted by Frost & Sullivan, which shows that approximately 60% of companies will automate the interactions with clients until 2016, while 50% of them will benefit from fully integrated channels in the same period of time.
For more information, please see the Romanian version of the article, here.
