Improve Agility in Contact Centers with SOA

In today’s environment of heightened customer expectations, fast-changing industry dynamics, megamergers and acquisitions, and increased use of outsourced call centers, enterprises must be adaptable and responsive to changing demands. The contact center—the single most important point of contact for responding to customer needs—must become more agile, provide a consistent customer experience and be optimized for improved performance.

This recent Yankee Group report investigates customer service applications that break down business process 'silos' and provide agility for future change management. In the paper, Yankee Group looks at a variety of packaged and custom-built applications, including the opportunities service-oriented architectures, composite applications and agent desktop improvements can offer. The report recognises Jacada as a leading provider of contact centre productivity solutions, and highlights how its SOA offering - built on the Jacada Fusion platform - can help organisations rapidly simplify and improve their high-value business processes without the need for long and expensive systems replacement projects.

By Yankee Group