Cisco: Contact Centers and Cloud Computing with Salesforce.com

My research into Contact Centers has led me to develop a model for the systems needed to build and operate a strategic framework for contact centers (see “Customer Performance Management”) (http://www.ventanaresearch.com/blog/commentblog.aspx?id=2915). They broadly fall into 6 categories: core technology to handle the delivery of multi-channel customer interactions, systems to manage the people...