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Wednesday, January 25, 2006


Example of Vendor Hype About SOA Infecting The Business

I previously posted about vendors infecting the business with SOA pitches - just drop one into your IT department and voila!, you've got profitablity and reduced costs!

Herewith is an e-mail I received for a webcast sponsored by Infoworld Magazine, a software vendor, and of course, an analyst firm touting how SOA will save call centers from the path to certain doom. I've taken out the names of the analyst firm and vendor to protect the guilty.


Subject : Webcast: Using SOA to increase your call center's profits
Dear InfoWorld Reader,

The demands on your call center — to enhance customer loyalty,
reduce costs, react quickly to change, boost productivity —
can be overwhelming to both business and IT.

You're invited to learn how you can meet these demands and how
you can turn a major overhead expense into additional revenue.

Time: 10-11am PST/1-2pm EST

Register now to attend this live Webcast, presented by [VENDOR]:

Here is the agenda for this Webcast:
> 10:00 - 10:05 Introduction by InfoWorld editors.

> 10:05 - 10:20 [Analyst Firm] Analyst, [Analyst Name], will address
the impact SOA can make on your call center operations, by boosting
customer loyalty, improving cross-channel experiences, and reducing
customer service costs.

> 10:20 – 10:35 Learn real-world experiences on how SOA
best practices augment agent performance, enhance customer
loyalty, and improve call-handling time and resolution rates.

> 10:35 – 10:45 [Vendor Sales Monkey], Director of Industry Solutions,
[VENDOR], discusses how SOA makes it possible to overcome current
technology limitations to significantly reduce the cost of change.

> 10:45 – 10:50 Conclusion and comments from InfoWorld editors.

> 10:50 – 11:00 Q&A -- Get answers for your distinct call
center challenges directly from the experts.

By attending this Webcast, you'll discover how Service-Oriented
Architecture (SOA) can bring you many business benefits
while easing the load on IT. You'll also learn how you can
deliver a superior customer experience and quickly
adapt to constantly changing markets.

Register now to attend this live Webcast, presented by [VENDOR]


Don't think that someone in your business or IT department with an agenda and a checkbook isn't drinking this Kool-Aid? Think again...

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