It's time for a change, for something new to be added to the Contact Center Technology Suite. Currently, there are at least 70 manufacturers of what might be called Case Management Systems for customer contact centers. A good CMS resource is a requirement for any customer contact center that wants to be effective. However, the implementation and use of a CMS application, while it can help you to manage cases, will not guarantee effective management of the center itself. It's time for a change; are you ready to be a part of it?