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.

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