Contact Centers in the Age of SOA

June 20th, 2006 Dan Miller

By 2007, businesses of all sizes will already be a long way down the transformative path toward a Service-Oriented Architecture. Businesses justify their investment in SOA on cost savings and efficiencies that arise when Web-based standards and low-cost communications links destroy traditional silos that divide department from department, customers from the resources they seek and employees from the data or processes that make their lives easier. Yet the contact center will remain a showcase for the best practices that meld speech processing, call processing, workforce management and customer relationship management on an SOA-conformant infrastructure.

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