Contact centers opening to open source
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Three years ago, the travel industry was still struggling in the wake of the 9-11 disaster and Spirit Cruise Lines had to be particularly cost conscious when it went about replacing its CRM system. "We were in a situation where we had a real dog of a CRM application and we needed change and we needed something that could be quickly adapted to our environment," said Steve Baskerville, director of IT at the Norfolk, Va.-based business. "But we didn't have a lot of money. We couldn't consider Onyx or Pivotal. They were way out of our price range."
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