Packages that support front- and back-office business functions, including e-supply chain, enterprise resource planning (ERP), distribution, logistics and call centers, Web sites and content management, are continually tracked and evaluated by IT managers facing a buy vs. build decision.
As digital content grows exponentially, more alternatives emerge for managing it, including open source alternatives and packages targeting SMBs; high-end CMSs continue to innovate as well
Presence capability is being used to engage higher expertise
in customer support; goal is to solve the customer’s problem
on the first contact, increasing satisfaction and lowering costs