Gartner Research

How to Successfully Navigate CRM and CCI Procurement on the Route to Omnichannel Success

Published: 19 July 2016

ID: G00313575

Analyst(s): Olive Huang , Michael Maoz , Jim Davies , Drew Kraus , Brian Manusama , Steve Blood


Contact center infrastructure vendors are focusing on offering an integrated omnichannel customer engagement platform to improve their appeal to the customer service software market. We explore various procurement strategies IT leaders can adopt to achieve their omnichannel business goals.

Table Of Contents
  • Key Challenges



  • Adopt a CRM-Led Strategy for a Relationship-Driven, Case-Workflow-Centric Engagement
  • Adopt a CCI-Led Strategy for Inbound and Outbound Interaction-Driven Environments With Simpler Case Management
  • Adopt a Best-of-Breed-Led Strategy Where Operational Requirements Drive a Need for Greater Feature-Richness
  • Appreciate That Technology Is Only One of Several Dimensions to Consider When Moving to an Omnichannel Strategy

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