CHALLENGES AND TRENDS REGARDING THE IMPLEMENTATION OF ICT SOLUTIONS IN THE MANAGEMENT OF CUSTOMER SERVICE DEPARTMENT, WITH CASE STUDY AT AS&ICT ROMANIA
CHALLENGES AND TRENDS REGARDING THE IMPLEMENTATION OF ICT SOLUTIONS IN THE MANAGEMENT OF CUSTOMER SERVICE DEPARTMENT, WITH CASE STUDY AT AS&ICT ROMANIA

Summary/Abstract: The motivation for choosing the theme is primarily due to our passion for the ICT field. In this work, we first approached the study and analysis of the national and international ICT market from the last 5 years, then we will refer to the challenges and trends regarding the implementation of ICT solutions in the management of the customer services department, with a case study at the Company AS&ICT Romania. The ICT industry in Romania represents one of the most prosperous economic sectors, registering a turnover of almost 6 billion euros in 2019, representing approximately 5.5% of the country's Gross Domestic Product. In 2020, the IT&C sector had a turnover of 70.3 billion lei and was in the Top 5 economic sectors, along with manufacturing, construction, transport, and storage. The purpose of the paper is mainly to follow the evolution of the ICT market on a national and international level in the last 5 years.

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