P116 - Business Process and Services Computing

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Konferenzbeitrag
Towards an Agile Service System for a Global Call Center
(Business process and services computing – 1st international working conference on business process and services computing – BPSC 2007, 2007) Cheng, Isaac; Krishna, Vikas; Boyette, Neil; Bethea, Joel
In this paper, we share our experience with applying service-oriented techniques to improve the agility of a real-world global service system. We improved the process independence of the service system by decoupling application development from process management using a framework that is based on models and rules. We analyzed various aspects of the system and the impact of technologies being deployed. Our experience is documented as a case study as we anticipate that similar techniques can be applied to improve the agility of other significant service systems in the future.