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Why Contact centers do not use Architectures |
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J.J. Schut
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dinsdag, 30 november 2004 |
Even when an organization which also exploits its own call-center is working seriously on architectures, the actual call-center is almost always left out of the architectures. The current popularity of architectures has not made it into the world of contact centers, yet. The most-important reason for this is the fact the large historicalgap between the technical telephony-world and the business-process world. In telephony, two copper wires and the ability to count from 0 to 9 are enough to get things to work. The importancy of this technology is the biggest in the phase of call centers where only phone-calls are dealt with. With the further development of multi-media contactcenters, the importancy of the telephony technique becomes smaller as compared to information structure and business rules. In terms of the Zachman Framework, in call-centers the level of the business model and technology model are de ned. It is the system model in-between which is completely missing.
This is very likely just a matter of time since with the decrease of importancy of telephony technique in contact centers, the other disciplines will become more important to the management. In two to five years, we will see the rst successful architectural results for contact centers.
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