Companies are increasingly requiring their call centre staff to work using open source customer relationship management (CRM) applications, an expert asserts.
Bo Lykkegaard, programme director for European enterprise applications at IDC, claims that this is a surprising change from more typical areas where these systems are deployed such as static databases.
Highlighting the complexity of these applications, he says they can play a significant role in industries, which could include call centre operations.
"These are applications that are very significant by industry and, also, by each country, because there are regulations and so on," he explains.
Mr Lykkegaard states that this trend is not transparent, however, as while seven per cent reported using open source CRM applications, vendors would provide different statistics. He suggests that this could show some organisations are using a commercial product in conjunction with these applications.
According to the Actuate Open Source Survey, 42.1 per cent of businesses currently use open source software in some capacity.
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