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Contact centers are extensions of business operations meant for providing support service to customers. The value of superior customer service experience has made businesses realize the profitable potentials, resulting in the emergence of these specialized units dedicated to address the concerns of the customers. In an environment where providing correct information is foremost priority, the role of information systems is undoubtedly extremely significant. Many business operations fail to execute a successful process due to the existing legacy systems where the stored information is old and irrelevant with occasional updates every now and then.

The new-age customers seek instant gratification, and for that the contact center agents need to have access to real-time information. Enterprises are using several applications to make faster and easier progress devoid of any complications. High compatibility levels and integrating qualities are necessary to ensure a smooth operation between these applications. Thus a flexible architecture is required that can enable an amicable consolidation of the applications. A Service Oriented architecture or SOA with web enabled services has the capability to integrate the applications for promoting communication between them and executing a unified and comprehensive information management system.

The applications used in contact centers are used for tracking cases and providing resolutions to customers through email response, web self services and voice enabled self-services etc. To achieve success in meeting customer expectations the use of an adaptive agent desktop is vital as it helps to develop the skills of the agents and utilize their expertise in resolving customers’ issues the first time without any further escalations.

The SOA increases interoperability amongst the applications thus producing relevant resolutions efficiently without wasting any time and eliminating all errors. Due to the web service all information is updated immediately which can be used productively instead of being stored in a redundant and inaccessible legacy system. The SOA encourages easy and positive orientation for management of contact center operations with definite and predictive results.

Investing in an SOA that helps applications to source information correctly from the right destination is the right approach for delivering optimal customer service solutions and enjoying the customers’ patronage. Contact centers can experience profitable returns when the agents are able to provide resolutions in the first interaction. Implementing ideal strategies and best practices in business helps in reducing costs and invoking incredible customer service experience response.