the 2005 purchased/assimilated Groove into today’s ‘Groove Networks for Office 2007.’
A proper Collaboration Space will have many or most of the characteristics of a governed ESB; however, it extends the interactions significantly (such as both synchronous and asynchronous interactions, distributed long duration transactions, and synchronization services). Collaboration spaces can be used for message-based application integration, but usually, integration is triggered by events which span processes or distributed transactions. What is typically exchanged at the tightly-coupled end are software objects, and at the loosely-coupled end are XML-ish documents.
All Collaborative applications are inherently event-driven architectures. A triggering event is defined which, when fired, invokes a specific behavior or set of actions. Often Collaborative applications have an embedded state model which releases control via firing off an event at the point some established state is met. In this sense, collaborative applications are made up of a series of agents keyed to specific events. They act together, often in repeatable patterns, yet in apparently unpredictable sequences, yielding stable, and desired results.
Besides Collaboration spaces, we believe the new technology of social networking will provide significant new tools that should be added to the architecture of the post-millennium Service Provider. Social network allows people, or software agents, to interlink in remarkable computational engines that are counterintuitive yet produce results. Detailed treatment of the use of Social networks in OSS and customer service will be covered in a future article.
Cross-fertilization of Applications
The hand-off process flow that routes an issue stepwise from the CC to the SOC to the NOC and back as described above is sub-optimal. The escalation process in OSS is just too costly to keep around.
Before [in part one: Customer Service in the Enhanced Contact Center, Pipeline 10/06], we showed the proposed integration of and active use of CRM, ITSL service desks, and
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