IT Employment

SOA, Web Services and Enterprise 2.0 in the Contact Center

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Executive Summary

All of ones life in an age where the customer is king and minor blips in customer service can instantly become the fodder of social networking and video sharing Internet sites. Companies are struggling to understand how they can streamline existing processes, or create new ones, that improve service delivery to customers. And, even when the latest technology is available to serve customers through their preferred mechanism, bottlenecks can and do occur that can cause unnecessary customer frustration.

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