Towards an Agile Service System for a Global Call Center

In this paper, we share our experience with applying service-oriented techniques to improve the agility of a real-world global service system. We improved the process independence of the service system by decoupling application development from process management using a framework that is based on models and rules. We analyzed various aspects of the system and the impact of technologies being deployed. Our experience is documented as a case study as we anticipate that similar techniques can be applied to improve the agility of other significant service systems in the future.

By: Isaac Cheng; Vikas Krishna; Neil Boyette; Joel Bethea

Published in: RJ10416 in 2007


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