The Unification of Contact Centers, SOCs and NOCs
Talk at Management World Nice by Wedge Greene
Service Providers and vendors see the need for increased corporate/client cohesion. Customer self service was seen as a means of offloading work and gathering better data; however, customers have not embraced self-service and it not always appropriate. Often, personal contact is needed. For this, we use Contact Centers - but not yesterdays Call Center. Instead we have the opportunity to re-unify Contact Centers, SOCs and NOCs. NGOSS technologies can aid in system integration of OSS, BSS and CC’s. With this new Web 2.0 technologies enable an invigorated model of transparent collaboration between service provider and customer.
Wedge Greene is a consultant for LTC International.
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