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Improve Agility in Contact Centers With SOA

Overview Although many contact centers have invested in technologies for enhancing agent performance and productivity, most are still struggling with improving traditional contact center statistics, such as average call handling time, first-contact resolution rates and call deflection percentages. The key is to extend existing contact center investments by using an SOA. However, even though 85% of IT executives agree that single web services tools are nice, the real benefit comes from unified application and service infrastructure suites that enable SOA.

Further White Paper Details
Publisher	Yankee Group Research	File Format	PDF
Date Published	September 2005	Downloads	29
Format	White Papers
Topics	N/A

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