Improved CRM by online directories provide a model and inspiration for newspaper publishers -- and taxonomy management is the key. My husband is a gamer. We have an Xbox 360, a Wii to play g-rated games with our 3 year old, and the PS3 is on his shopping list.
His last-generation Xbox props up the TV in our bedroom and I just donated his PS2 to Goodwill. It is now midnight, and he has been playing hard for the last 3 hours ndash; a habit that he has adopted since he brought the Xbox 360 home months ago. by Kate Leggett, Director of Product Management Knowledge Management highlights that, even though many organisations had deployed technologies such as screen-pops, unified desktops, Workforce Management, self-service and reporting, only 25 per cent were achieving agent productivity levels of 75 per cent or above.
The Genesys/Silver sizes - from 50 to over 5,000 agents - across the financial services, public sector and telecoms industries.
The figure below illustrates the banks' primary reasons for adopting SOA. The single most important reason for adopting SOA is to improve the quality of IT systems and increase the speed of deployment of new solutions as competition intensifies.
Current projects are often focused on customer-centric initiatives and in particular around multi-channel integration. The ability to reuse existing infrastructure and create a flexible environment that can deploy new products and services rapidly, react to new regulatory requirements, while lowering costs of development, have been key business drivers. The survey data reveals that some 40% of Western European financial services institutions already have SOA pilot projects in place, Financial Insights warns banks to focus on standards and project planning to avoid Web services' silos.
However, larger banking organizations have already integrated SOA as part of their future technology roadmap at an enterprise level. Financial Insights emphasizes that the next stage of SOA adoption is connecting the bank's internal systems to the systems of its customer and its partners in order to seamlessly integrate with their workflow. This is particularly relevant in corporate banking, where industrialization of the supply chain is an increasing competitive advantage.
Ultimately, this is where the real value of SOA lies. Industry agreement on standards will be an important aspect of SOA success, without which deployment and interoperability will be limited. Rachel Hunt explains: "SOA has become a beacon of hope, the magic ingredient to overcoming integration issues and the disconnect between business and IT requirements.
But the benefits of SOA will be achieved only through a systematic approach to governance and business life-cycle management and institutions must avoid siloed entities of SOA within the organization." This Financial Insights study, Saving Our Assets: European Banking Adoption of SOAs, by Rachel Hunt (Financial Insights #FIBA01P, Jan 2007), offers survey-based results for SOA adoption in banks as well as the key issues that banks are trying to resolve. The full report is available to qualified members of the media.
For your report copy contact Cinzia Rinelli at crinelli@idc.com. For more information on purchasing this report, please contact: sales@financial-insights.
com.
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