SOA A Strategic Approach to Designing Your Next-Generation Customer Engagement Environment

Customers today expect consistent, value-added answers across all media types. They also expect to be able to start an interaction using one media type, and complete it on another without having to re-start the conversation. The biggest challenge with most contact centers is that the communication channels and the agents supporting them are siloed from one another so agents cannot personalize and contextualize the answer to a customer request. Register now for this webinar. You will learn: The cost of having a complex architecture that is built using solutions from multiple vendors How to define functional boundaries between CEM and CRM systems Benefits of adopting SOA as your Customer Engagement platform strategy Request Free!