DocumentCode
2873821
Title
Towards a Low-Cost High-Quality Service Call Architecture
Author
Cheng, Isaac ; Boyette, Neil ; Krishna, Vikas
Author_Institution
IBMAlmaden Res. Center, San Jose, CA
fYear
2006
fDate
18-22 Sept. 2006
Firstpage
261
Lastpage
264
Abstract
Efficient and effective call centers are critical to quality customer service. A framework and a system presented in this paper lower the operational costs and increase availability and scalability of global dynamic call centers in a major corporation. The framework decouples the runtime application perspective from the engine perspective of call flow execution, fundamentally improving the design paradigm of call center scripting
Keywords
call centres; customer services; object-oriented programming; call center scripting; call flow execution; customer service quality; service call architecture; Collaborative work; Costs; Customer service; Engines; Object oriented modeling; Runtime; Scalability; Service oriented architecture; Web services; XML;
fLanguage
English
Publisher
ieee
Conference_Titel
Services Computing, 2006. SCC '06. IEEE International Conference on
Conference_Location
Chicago, IL
Print_ISBN
0-7695-2670-5
Type
conf
DOI
10.1109/SCC.2006.106
Filename
4026931
Link To Document