Business confidence in general is improving--decision makers are investing in processes and technologies, which drive revenue generation and enable business accountability.

However, increased interest in marketing automation [solutions] also [stem] from increased business confidence and resultant purchasing decisions.

CSS is the most mature segment and, as such, many of the traditional call center technologies are becoming more commoditized. However, there is also more interest in technologies specific to areas such as analytics and workforce optimization, so we see positive but modest growth going forward.