Results 1 to 10 of about 5,154,260 (149)
Reducing Call Routing Cost for Femtocells [PDF]
IEEE Transactions on Wireless Communications, 2010 Femtocell is an effective solution to improve indoor coverage for cellular networks, where short-range and low-power Base Stations (BSs) called Femto BSs are deployed in small areas (e.g., buildings). We propose the Femto Private Branch Exchange (FPBX) to concentrate the traffic of the Femto BSs in a specific area, such as a campus or an enterprise ...
Yi-Bing Lin +2 more
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Call-Routing Schemes for Call-Center Outsourcing [PDF]
Manufacturing & Service Operations Management, 2007 Companies may choose to outsource parts, but not all, of their call-center operations. In some cases, they classify customers as high or low value, serving the former with their in-house operations and routing the latter to an outsourcer. Typically, they impose service-level constraints on the time each type of customer waits on hold.
Gans, Noah, Zhou, Yong-Pin
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Towards Building an Intelligent Call Routing System [PDF]
International Journal of Advanced Computer Science and Applications, 2016 This paper presents EduICR - an Intelligent Call Routing system. This system can route calls to the most appropriate agent using routing rules built by the text classifier. EduICR includes the following main components: telephone communication network; Vietnamese speech recognition; Text classifier/ Natural language processor and Vietnamese speech ...
Thien Khai, Dung Minh, Binh Van
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A Call-Routing Problem with Service-Level Constraints
Operations Research, 2003 We consider a queueing system, commonly found in inbound telephone call centers, that processes two types of work. Type-H jobs arrive at rate λH, are processed at rate μH , and are served first come, first served within class. A service-level constraint of the form E[delay] ≤ α or P {delay ≤ β} ≥ limits the delay in queue that these jobs may face.
Gans, N, Zhou, YP
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, 2018 The context analysis of customer requests in a natural language call routing problem is investigated in the paper. One of the most significant problems in natural language call routing is a comprehension of client request.
S. Rustamov, E. Mustafayev, M. Clements
semanticscholar +1 more source
DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS [PDF]
Probability in the Engineering and Informational Sciences, 2008 We consider the problem of routing calls dynamically in a multiskill call center. Calls from different skill classes are offered to the call center according to a Poisson process. The agents in the center are grouped according to their heterogeneous skill sets that determine the classes of calls they can serve.
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Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers [PDF]
Manufacturing & Service Operations Management, 2014 In a call center, agents may handle calls at different speeds, and also may be more or less successful at resolving customers' inquiries, even when only considering customers calling with similar requests. One common measure of successful call resolution is whether or not the call results in the customer calling back.
Zhan, D, Ward, A
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Balanced routing of random calls
The Annals of Applied Probability, 2015 We consider an online network routing problem in continuous time, where calls have Poisson arrivals and exponential durations. The first-fit dynamic alternative routing algorithm sequentially selects up to $d$ random two-link routes between the two endpoints of a call, via an intermediate node, and assigns the call to the first route with spare ...
Luczak, MJ, McDiarmid, C
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Multi-slot semantics for natural-language call routing systems
HLT-NAACL 2007, 2007 Statistical classification techniques for natural-language call routing systems have matured to the point where it is possible to distinguish between several hundreds of semantic categories with an accuracy that is sufficient for commercial deployments ...
Johan Boye, Mats Wirén
semanticscholar +1 more source
Call routing management in enterprise VoIP networks [PDF]
Proceedings of the 2007 SIGCOMM workshop on Internet network management, 2007 Voice over IP (VoIP) usage is growing at an astronomical rate, resulting in large infrastructures that are becoming increasingly challenging to manage. In this paper, we focus on the management of call routing which determines how calls are routed inside a VoIP infrastructure, particularly for large multi-site infrastructures such as enterprise ...
Kunwadee Sripanidkulchai +2 more
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