Services giant focuses on CRM

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Plano, Texas--EDS, one of leading companies in developing and maintaining customer-contact call centers, said Wednesday that it will focus on becoming a dominant player in the $35 billion customer relationship management market. The Plano, Texas-based computer giant has announced an array of partnerships, including an agreement with Siebel Systems Inc., Avaya, NCR Corp. and ServiceSoft Inc., to provide its clients with a single source for contact management systems that span call centers, Internet sites, direct sales forces and advertising. EDS is going after a growing market, as IDC projects the CRM market will grow to $125.2 billion by 2004. EDS will provide strategic development, deployment and maintenance, market analysis, knowledge management, staffing of call centers and fulfillment.
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