"Records management is no longer viewed as a stovepipe application
. It's really in the context of a much broader set of requirements.
One result is integration of speech beyond what was previously considered a stovepipe application
within the telephony organization.
The requirement for enterprise-wide records management means organizations should view records management not as a monolithic stovepipe application
, but as an extension of their information infrastructure built on a SOA.
In the absence of formalized business processes that span these stovepipe applications
, individuals have been forced to find their own way, which can lead to chaos and waste.
Whether it's an in-house facility, outsourced center, virtual call center or self-service application, the barrier to achieving these objectives is the inflexible stovepipe applications
that support the contact center process.
Enterprise messaging systems allow stovepipe applications
to communicate events and to exchange data while remaining physically independent.