Gartner: ‘no major conceptual flaw’ yet with SOA, but… by ZDNet's Joe McKendrick -- Gartner has given the green light to accelerated SOA spending. The concept works, but caution, the payback will be slower than expected
A blog about contact center optimization, technology, operations, training, management and business development.
Thursday, April 26, 2007
Reuse and standardization, part of the value of Contact Center SOA, get Gartner's green light
Don't you love it when a plan comes together? I start the Contact CenteRevolution on a Wednesday night, and by Thursday morning there's already an excellent blog from a very smart guy, Joe McKendrick, who writes about the advice from a very smart company, Gartner, that SOA is definitely the way to go. While Joe is referring to any industry, I hope contact center pros will keep their operations in mind when reading this post.
Some Pros and Cons About Virtual or Hosted Contact Centers
Virtual contact centers, also known as hosted contact centers, are being considered by more and more companies these days - either as replacement systems, seasonal/overflow solutions, or as a temporary solution while migrating to an on-premise platform.
Decision-makers are attracted to the hosted model for very good reasons, a few of which are described here.
First and foremost, Hosted solutions don't have the same up-front investment required by on-premise systems. Monthly payments ease the strain on cash flow, and you're only paying for what you need. The virtual option appeals to small businesses because of the ability to avoid protracted periods of time installing, testing and training.
A second key reason for considering a virtual solution is independence from IT. Because it is not uncommon for an adversarial relationship to exist between business and IT personnel, the idea of jobbing out IT's involvement could mean quicker turnaround and less operational headaches and contractual SLAs to hold over the head of the hosting service.
The virtual contact center is on the rise for these and many more reasons. And, in my opinion, the hosted model is a smart way to go - if it suits the business need. There are plenty of reasons why an on-premise solution works best.
I'll address each of these in my next post.
Until then, peace.
Decision-makers are attracted to the hosted model for very good reasons, a few of which are described here.
First and foremost, Hosted solutions don't have the same up-front investment required by on-premise systems. Monthly payments ease the strain on cash flow, and you're only paying for what you need. The virtual option appeals to small businesses because of the ability to avoid protracted periods of time installing, testing and training.
A second key reason for considering a virtual solution is independence from IT. Because it is not uncommon for an adversarial relationship to exist between business and IT personnel, the idea of jobbing out IT's involvement could mean quicker turnaround and less operational headaches and contractual SLAs to hold over the head of the hosting service.
The virtual contact center is on the rise for these and many more reasons. And, in my opinion, the hosted model is a smart way to go - if it suits the business need. There are plenty of reasons why an on-premise solution works best.
I'll address each of these in my next post.
Until then, peace.
The Contact CenteRevolution Begins!
Welcome to the ContactCenteRevolution. This blog is dedicated to exploring all aspects of contact center management, with a keen focus on technology and operations.
My name is Robb Duke, and I've worked in the contact center industry for the last 10 years or so. I've seen enough to have compiled some ideas about contact center optimization that will hopefully, one day, help fully achieve the Contact CenteRevolution!
What is the Contact CenteRevolution? It's an evolution of management philosophies: focus on the long-term rather than short-term fire drills. It's a revolution against ineffective processes, proprietary technologies.
I will try to offer some useful input on how you can optimize your contact center operation. I encourage you to share your own experiences and insights.
Enjoy, and thanks for visiting.
My name is Robb Duke, and I've worked in the contact center industry for the last 10 years or so. I've seen enough to have compiled some ideas about contact center optimization that will hopefully, one day, help fully achieve the Contact CenteRevolution!
What is the Contact CenteRevolution? It's an evolution of management philosophies: focus on the long-term rather than short-term fire drills. It's a revolution against ineffective processes, proprietary technologies.
I will try to offer some useful input on how you can optimize your contact center operation. I encourage you to share your own experiences and insights.
Enjoy, and thanks for visiting.
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