The increasing emphasis on the quality of service is forcing organizations to re-think their strategies on developing and deploying automated service systems. Particular attention is being given to integrating conventional technologies with more advanced knowledge-oriented technologies. These new integrated service systems pose some interesting challenges in their development and deployment.
This paper will provide some insight into why an integrated system is important. It will discuss the various technologies that are part of an integrated system and offer suggestions on how an organization would implement such a system. It will also cover the potential impact of the implementation of an integrated system on an organization.