The promise of a complete CRM solution with an all inclusive CTI solution is the holy grail of the Customer Relation space. Today their are many companies that offer this promise and the follow through is a harder reality. I worked for one such company, it came close and is still working of getting but now that I am working on both sides of issues (Devleoper and Customer) I see where many of the issues show their ugly head. Designing a all inclusive CTI solution is near to impossible. The dream of a plug-and-play, off the shelf , standardized soultion is an illusion and that is all. You can create a generic engine to handle and commit the information to a user within a give CRM, SFA, etc. solution but to impliment the business side and to infrasturce side is true customization. There are many different aspects of customer interaction that must be taken into account. For instance, getting ICR engineers to work with Telecom engineers to work with Infrastucture engineers to with Server engineers to work with Network engineers….. you get what I am saying. Now throw the business expectation in on top of the that and I think you can smell it for here. What needs to be done in a generalized soultion is standardization. The industry attempts to implement standards, but everyone thinks that their standards are correct. So who do you go with, well that is even harder. All I am trying to say is that the CTI all inclusive, one size fits all, etc.. does not exist. But it is also not impossible.
Later,
B

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