10 Mar It's the Application, Stupid

By: Chad Wright

In the 1990s, Bill Clinton’s Presidential campaign coined the tagline “It’s the economy, stupid”. That phrase continues to influence the political scene two decades later. The premise, which links the success of a President to the performance of the economy, has applicability to commercial contact centers. In the never-ending debate on ranking technology vendors, whether it involve the IVR, ACD, PBX, CTI, CRM, or countless other three letter acronym technologies, the political slogan needs to be adapted to state – “It’s the application, stupid.” The simple premise – link the performance of a company’s contact center to the ability of it’s applications to meet all the business automation requirements and customer needs, not the ranking of the infrastructure vendor or the latest cloud technology that hits the market.

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