What's Next for E-Mail?, Contact Centre Today, 2 Feb 2005

“E-mail systems are moving toward integration with CRM systems and business intelligence applications. The holy grail of such integration would provide the user with an e-mail system combined with instant messaging, conferencing and presence management capabilities.�

Full story at http://contact-center-today.newsfactor.com/story.xhtml?story_id=30171#story-start