By Tony Hallett
Published: 4 April 2000 18:02 GMT
The banking sector will be among the first to embrace Web-enabled call centres, ahead of areas such as insurance and retail
That's according to research from software company Noetica, which commissioned interviews with the 40 top players in several sectors last month.
Retail banking, which has embraced CRM to win customers is at the front of the pack, while general retail is identified as a laggard. Noetica said retail's fear of direct channels such as the phone and Internet is a major reason.
However, despite progress in many companies, the research showed voice over IP isn't a priority for the respondents.
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The successful applicant will have implemented telephony solutions from Siemens or Cisco in the past as well as VoIP (including up to date add-ons), ...
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