K. Dawson, Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center, CMP Books, ISBN: 1578200474, 1999.
B. Cleveland and J. Mayben, Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Environment, Call Center Pr, ISBN: 0965909301, 1999.
M. Bodin, K. Dawson, The Call Center Dictionary: The Complete Guide to Call Center and Help Desk Technology and Operations, CMP Books, ISBN: 1578200431, 1999.
R. A. Gable, Inbound Call Centers: Design, Implementation, and Management, Artech House, ISBN: 089006640X, 1993.
M. Popovic, V. Kovacevic, S. Svircevic, “Concept of Developed Medium Size Switching System CVHN-RT”, Proceedings of 15th International Teletraffic Congress, Saint Petersburg, Russia, 1998.
V. Kovacevic, M. Popovic, E. Secerov, Z. Manojlovic, and M. Skrbic, “Software Concept Applied in Subscriber Digital Concentrator ACK 2000 for Russian Telecommunication Network”, Proceedings of IEEE International Conference on Telecommunications ICT’ 98, Porto Carras, Greece, June 21-25, 1998, Vol. IV, pp. 212–215.
M. Popovic, V. Kovacevic, and M. S krbic, “On Possible V5.2 Concentrator Architectures”, Proceedings of IEEE International Conference on Telecommunications ICT’99, Cheju Korea, Jun 15-18, 1999.
M. Popovic, V. Kovacevic, and M. Skrbic, “Software Development & Testing Methodology used for Subscriber Digital Concentrator ACK-2000”, Proceedings of IEEE 10th International Symposium on Software Reliability Engineering, Boca Raton, Florida, USA, Novemberpp1-4, 1999, pp. 175–178.
M. Popovic, V. Kovacevic, and M. Skrbic, “Software Reliability & Maintenance Concept used for Automatic Call Distributor MEDIO ACD”, Proceedings of IEEE 11th International Symposium on Software Reliability Engineering, San Jose, California, USA, October 8-11, 2000, pp. 336–342.
D. Yannakopoulos, M. Ferreti, M. Schultz, “Object Lessons Learned from an Intelligent Agents Framework for Telephony-Based Applications”, IEEE Proceedings of Technology of Object-Oriented Languages and Systems, Santa Barbara, California, 1-5 August 1999.
D. Jevtic and D. Sablic, “Intelligent Call Transfer Based on Reinforcement Learning”, IEEE Proceedings of IEEE-INNS-ENNS International Joint Conference on Neural Networks”, Como, Italy, 24-27 July, 2000.
H. El-Gendy, “Advanced Wired Follow Me Telephony Service”, IEEE Proceedings of 12th International Conference on Computer Communications, Seoul, South Korea, August 21-24 1995.
R. Nelson, “Technology Tools for the Year 2005: Supporting the Nursing Process”,IEEE Proceedings of Pacific Medical Technology Symposium, Honolulu, Hawaii, August 17-20, 1998.
A. Rohm, G. Pernul, “COPS: A Model and Infrastructure for Secure and Fair Electronic Markets”, IEEE Proceedings of Thirty-second Annual Hawaii International Conference on System Science, Maui, Hawaii, 5-8 January 1999.
Qian-Ping Gu and S. Peng, “Node-to-Node Cluster Fault Tolerant Routing in Hypercubes”, IEEE Proceedings of the International Symposium on Parallel Architectures, Algorithms and Networks, Taipei, Taiwan, December 18–20 1997.
“Architecture for Voice, Video and Integrated Data”-White Paper, www.cisco.com
“The Call Center Revolution”-Technical Paper, www.3com.com
“IP Telephony in the Call Center”-White Paper, www.dialogic.com