ABSTRACT
The call center is a central information point, a library that the rest of the com pany can use to gather data about the relationships between companies, products and customers.
This is where “customer information systems” enter the picture. This newlydefined category of software is an amalgamation of several different software dis ciplines, and is supplied by vendors coming from various categories:
• problem resolution engines
• legacy and client/server databases
• business process analysis x
• and networking and systems integration.
