Insurance Call Center Spending By Category

(in millions)Telephony Middleware Customer Service

2000 $63 $61 $53

2001 $110 $146 $98

2002 $189 $331 $197

2003 $345 $707 $393

2004 $497 $1,285 $580

2005 $589 $1,929 $654

Source: Gartner Financial Services

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