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Faced with the daunting challenge of improving customer service quality while reducing costs, many companies are increasingly turning to new technology solutions to streamline call center processes and optimize customer interactions. The rapid maturity of Services-Oriented Architecture (SOA) is enabling organizations to extend and integrate corporate applications without the need to replace their existing systems. In the process, many "Internal use only" applications are being extended to the Web, allowing customer self service, access to agent desktops by home workers, and seamless consolidation of previously disparate applications.
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