Gesellschaft für Informatik e.V.

Lecture Notes in Informatics

Business Process and Services Computing 1st International Working Conference on Business Process and Services Computing BPSC 2007 September 25 - 26, 2007, Leipzig, Germany P-116, 125-137 (2007).

Gesellschaft für Informatik, Bonn


Witold Abramowicz (ed.), Leszek Maciaszek (ed.)

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Towards an agile service system for a global call center

Isaac Cheng , Vikas Krishna , Neil Boyette and Joel Bethea


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.

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Gesellschaft für Informatik, Bonn
ISBN 978-3-88579-210-9

Last changed 04.10.2013 18:15:34