IDC Amdocs

IDC Report: Driving the Real Value from a CRM Solution in a High-Volume Contact Center

by Mary Wardley and Carl W. Olofson

Technology that enables customer service representatives (CSRs) to quickly access relevant customer information and resolve issues is key to any successful customer service center. Yet, as relevant customer relationship data grows ever more rapidly, such technology can become bogged down in the size and complexity of that data, forcing businesses to either offload key data, which impedes the speed with which some problems may be addressed, or increase the size of the database and its supporting storage, which causes diminishing returns in terms of performance.

Amdocs and IBM have teamed up to address this problem with a combination of Amdocs' CRM solution and IBM's Optim database archiving technology and DB2 relational database management system (RDBMS) as a preengineered, integrated solution.

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