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Call Routing in Contact Center
International Journal of Computer and Communication Technology, 2010 Now a day companies uses the contact center to provide service to customer. One of the important challenges of today contact center solution is to align the customer to the most appropriate agent within the time constrain. Call routing is used to for the alignment of customer with agent. Call routing in the contact center also play an important role in
Sarun Kumar, Milan Das, Mudili Soujanya
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Call Control and Routing in SONET Rings
Lecture Notes in Computer Science, 2007In this paper, we provide a polynomial-time approximation algorithm for Call Control and Routing problems in SONET rings. In this problem, we are given a SONET ring and a set of calls, each of which is described by a source-destination pair of nodes together with an integer specifying the call demand, the aim is to devise a routing scheme such that the
Qizhi Fang, Fang Qizhi
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Server-switching policy for call routing in a multiskill inbound call centre
International Journal of Services, Technology and Management, 2008In this paper, we present a server-switching policy for the routing of calls to Customer Service Representatives (CSRs) in a multiskill inbound call centre utilising Skill-Based Routing (SBR). We have considered two types of scenarios in which a multiskill SBR call centre handling inbound calls can function: (a) with specialist agents only, and (b ...
Chandra Sen Mazumdar
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Automatic call-routing without transcriptions
8th European Conference on Speech Communication and Technology (Eurospeech 2003), 2003 Call-routing is now an established technology to automate customers' telephone queries. However, transcribing calls for training purposes for a particular application requires considerable human effort, and it would be preferable for the system to learn ...
Qiang Huang 0006, Stephen J. Cox
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Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times
Manufacturing and Service Operations Management, 2014 International audienceWe study call routing policies for call centers with multiple call types and multiple agent groups. We introduce new weight-based routing policies where each pair (call type, agent group) is given a matching priority defined as an ...
Ger Koole, Pierre L’Ecuyer
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Call routing and the ratcatcher
Combinatorica, 1994zbMATH Open Web Interface contents unavailable due to conflicting licenses.
Paul D. Seymour, Robin Thomas 0001
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2018 10th International Conference on Communication Systems & Networks (COMSNETS), 2018
The smartphone industry has gained a large user base since the digital revolution. Due to this, even the Telecommunication operators have had a surge in customers. This has led to call tariffs being decided by the operators and frequently users end up paying for more than what they have used.
R. Siva Karthik +2 more
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The smartphone industry has gained a large user base since the digital revolution. Due to this, even the Telecommunication operators have had a surge in customers. This has led to call tariffs being decided by the operators and frequently users end up paying for more than what they have used.
R. Siva Karthik +2 more
openaire +1 more source
Intelligent Call Routing for Telecommunications Call-Centers
2020At telecommunications companies, call-centers have the highest interaction with customers, and the operators’ performance is vital because an excellent service satisfies the customer and helps a better operation. Therefore, attempts are made to use customer data, call operator data, and historical service data to improve support.
Sérgio Jorge +2 more
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Advances in natural language call routing
Bell Labs Technical Journal, 2003This paper describes Bell Labs' efforts in developing core technologies toward natural language call routing (NLCR) applications. NLCR refers to technology allowing callers of a call center to be automatically routed to their desired destination based on natural spoken responses to an open-ended prompt such as “How may I direct your call?” Such ...
Hong-Kwang Jeff Kuo +2 more
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