Organizations that allow clients to see their silos, said Trefler, Organizations that have to transfer a customer in the middle of a call to finish a serviceinteraction, or organizations which have to guess what the customer wants instead of having the system predict it based on the customer history and previous calls.
Any professional service that does not require physical interaction (or pay for very high touch service), and which is complex enough to benefit from more than a phone call, is a good candidate.