The Hindu Business Line : `CRM landscape rapidly changing'

Hyderabad May 1 The global customer relationship management landscape mostly handled through voice calls is rapidly changing with enterprises and customers seeking new and more cost effective delivery interactive models, throwing up a few business challenges.

The Director of Professional Services, Talisma, Mr Sudhir Shetty, said that the customer interaction management is gradually but certainly drifting to new modes of interaction, particularly more cost effective Internet-based delivery approach.

Speaking at a meeting on Customer Interaction Management Strategies — The Knowledge Management Trend, hosted by the Nasscom here on Friday, Mr Shetty said the traditional voice-based services are paving to new delivery models and a variety of new channels including the likes of Skype through Voice Over Internet Protocol (VoIP) are being explored.

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