An Approach to Internet-Based Virtual Call Center Implementation

  • M. Popovic
  • V. Kovacevic
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2093)

Abstract

The era of classical PBX-based call centers has passed. Those systems were proprietary and closed, i.e. with fixed functionality. Today, the Internet and multimedia applications are becoming more and more popular across the world, and there is a lot of effort in both academia and industry to build and deploy modern Internet-based call centers. This paper should be viewed as a contribution to these efforts. It presents our approach to Internetbased virtual call center implementation. In contrast to other efforts, we consider the virtual call center as a universal infrastructure, which could be used as a telecommunication management network center and as an intelligent network service control point, too. In the paper we present our concept, the most interesting implementation details, and pilot network configuration.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    K. Dawson, Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center, CMP Books, ISBN: 1578200474, 1999.Google Scholar
  2. 2.
    B. Cleveland and J. Mayben, Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Environment, Call Center Pr, ISBN: 0965909301, 1999.Google Scholar
  3. 3.
    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.Google Scholar
  4. 4.
    R. A. Gable, Inbound Call Centers: Design, Implementation, and Management, Artech House, ISBN: 089006640X, 1993.Google Scholar
  5. 5.
    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.Google Scholar
  6. 6.
    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.Google Scholar
  7. 7.
    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.Google Scholar
  8. 8.
    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.Google Scholar
  9. 9.
    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.Google Scholar
  10. 10.
    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.Google Scholar
  11. 11.
    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.Google Scholar
  12. 12.
    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.Google Scholar
  13. 13.
    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.Google Scholar
  14. 14.
    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.Google Scholar
  15. 15.
    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.Google Scholar
  16. 16.
    “Architecture for Voice, Video and Integrated Data”-White Paper, www.cisco.comGoogle Scholar
  17. 17.
    “The Call Center Revolution”-Technical Paper, www.3com.comGoogle Scholar
  18. 18.
    “IP Telephony in the Call Center”-White Paper, www.dialogic.comGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2001

Authors and Affiliations

  • M. Popovic
    • 1
  • V. Kovacevic
    • 1
  1. 1.University of Novi SadYugoslavia

Personalised recommendations