One of the biggest issues I hear from organizations is that their legacy customer service systems are too cumbersome and expensive to handle changes in business process. The other issue is that the cost in terms of organizational "disruption" is too much to completely rip out the old system and install and integrate a completely new application platform. So where does this leave us?
The question becomes is there a middle way? Is there a technology solution that will give us new ways to respond more quickly and at a lower cost to business needs - without having to replace everything we've spent the last 10 years building?
