“Social CRM” is an evolutionary link as the providers of contact center infrastructure embrace peer-to-peer communications, ratings and social networks.
Google Wave
Previewing Multimodal Customer Care: Google Wave + ‘Bots and Recombinant Telephony
Wave’s roll out is a signal moment in Recombinant Telephon and has inspired a tremendous amount of creativity and will, over the next few years, prove valuable for collaborative communications, customer care and combinations of the two.