They are all well and good and in many cases a necessary starting point for customer care, but they don't address the most relevant issue from the customer's perspective. The service network model is quite different from the traditional call center model. Service fulfillment consists of a large number of people, usually all in one building and trained in a common set of skills. It has evolved over the years, but it was never designed to serve the dynamic, complex needs of e-business customers. Under the service network model, service delivery feels like an ATM transaction to customers.
Service fulfillment is a horizontal network, rather than a hierarchical and limited call center.
It also optimizes the effectiveness of these assets. The support people don't all have to work in the same call center, the same country, or even the same company. Nor do they need to have the same expertise. The first type consists of internal IT organizations that serve employees in many different locations, running a wide variety of apps, both mobile and fixed. These organizations know that the technology that permeates their companies is getting denser, and the denser it is, the more they need an e-service network in order to keep up.