Customer Relationship Management (CRM) Contact Center application manages customer contacts, across all the touch points.
CRM software addresses the needs of marketing, sales & distribution, customer service & support divisions within an organization. It shares data among users about prospects, customers, partners, competitors, and employees. The purpose of CRM software is to manage the customers through the entire life-cycle, i.e. from prospect to qualified opportunity to order. The CRM applications include Contact Center, marketing automation, customer service, and analytic applications.
The CRM Contact Center application provides communication channels to customers; automates a wide range of individual & collaborative activities; and controls web activity for designing up-sell or cross-sell programs. These CRM contact center solutions balance the inbound and outbound communications, leaving no call unattended. In addition to cutting costs, improving agent efficiency, and maximizing the customer value.
The report by TechNavio Insights forecasts the market size of the worldwide CRM Contact Center application over the period 2008-2012. Further, the report discusses about segmentation of the total CRM Contact Center application market into various geographic regions. It also identifies the major market trends, drivers, and challenges existing for CRM Contact Center application.

1. Introduction
2. CRM Contact Center Market Size & Forecast
3. Geographic Segmentation
3.1 CRM Contact Center Market in Americas
3.2 CRM Contact Center Market in EMEA
3.3 CRM Contact Center Market in APAC
4. Market Trends of CRM Contact Center
5. Sales Drivers of CRM Contact Center
6. Market Challenges for CRM Contact Center
7. CRM Contact Center Software Market Vendors
7.1 Astute, Inc.
7.2 Amdocs Limited
7.3 Chordiant Software, Inc.
7.4 eglue Business Technologies, Inc.
7.5 Microsoft Corporation
7.6 Pegasystems, Inc.
7.7 RightNow Technologies
7.8 Salesforce, Inc.
Other Reports in this Series
List of Exhibits
Exhibit 2.1: CRM Contact Center Market Size and Forecast 2008-2012 (In $ million)
Exhibit 3.1: CRM Contact Center Market Segmentation by Geography -2008
Exhibit 3.2: Americas CRM Contact Center Market Size 2008-2012 (in $ millions)
Exhibit 3.3: EMEA CRM Contact Center Market Size 2008-2012 (in $ millions)
Exhibit 3.4: APAC CRM Contact Center Market Size 2008-2012 (in $ millions)