Gartner Research

Universal Queuing: Successor to the ACD and CTI Markets

Published: 30 January 2001

ID: G0095540

Analyst(s): Bern Elliot

Summary

The shift to software-based contact center platforms, together with expanding Internet contact options, is forcing ACD and CTI call center markets to consolidate. Universal queuing is emerging as central to this combined platform.

Table Of Contents
  • Key Issues

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