SOA and BPM Made Real - Take 2

Just a little more evidence that the concepts behind SOA and BPM can be put to great use in an almost "stealth" mode by presenting them in terms that the target audience understands, and not necessarily as "SOA" and "BPM."

In this podcast my colleague, Robb Duke over at Contact CenteRevolution, talks about how people in the contact center space can handle the underpinnings of SOA and BPM in a language all their own -- desktop unification/virtualization, multi-system integration, the universal agent, access anywhere, etc. In fact, Robb even has war stories of talking to the exact same person first in an attempt to "sell them" on SOA and BPM and failing miserably, but then talking to them about the exact same topics on their own terms and having great success.

Words to the wise: don't ever think one size fits all. Most people understand this adage when it comes to the solutions they deliver, but many fail to understand it when it comes to the positioning they use for those same solutions. You gotta make it real.