Organisations can evolve their customer service into profit centres by integrating their application and service infrastructure using a unified desktop technology, says Sheryl Kingstone of the Yankee Group.
Improving contact centre agility -
Part 2 | Part
1
SOA can also offer adaptability for future projects and new
technologies such as VoIP.
Composite applications using SOA are valuable to contact
centres that need to solve business-critical problems using
IT, while leveraging existing investments. By exposing critical
applications as services into a single, unified role-based
desktop, contact centres are able to:
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