Transforming the Economics of the Contact Centre with Enterprise Mashups - A Starters Guide

Call Centre Clinic Article - September 2009

Transforming the economics of contact centre applications with Enterprise Mashups: A Starter’s Guide

Enterprise mashups are an easy way to integrate contact centre applications so that agents no longer have to ‘swivel’ between different systems when dealing with customers. David Davies, VP Product Strategy for Corizon, explains how they work and offers a six-step guide for implementing your first mashup.

It’s the kind of achievement that many contact centres can only dream of. HomeServe, the fast-growing home emergency insurer, has seen a 50% increase in agent-generated sales and a 7% reduction in call handling times – all thanks to the use of a clever and inexpensive new technology: enterprise mashups.

Enterprise mashups are a new way of making contact centre operations more efficient, by combining the software applications that agents use every day into a single ‘ integrated application’.

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