Results 241 to 250 of about 132,598 (273)
Some of the next articles are maybe not open access.
The Call-center. Development of algorithm routings of calls
2012 IEEE 11th International Conference on Actual Problems of Electronics Instrument Engineering (APEIE), 2012Process of routing of calls is considered. On the basis of the data of system of monitoring and management of the Call-center calculation of an average timeout of the answer of the operator is executed. The generalized algorithm of routing of calls is developed.
openaire +1 more source
Mixture language models for call routing
Interspeech 2004, 2004Our goal is to extract information from a telephone call in order to route the call to one of a number of destinations. We assume that we do not know "a priori" the vocabulary used in the application and so we use phonetic recognition followed by identification of salient phone sequences. In previous work, we showed that using a separate language model
Qiang Huang 0006, Stephen J. Cox
openaire +1 more source
A Comparison of Dialog Strategies for Call Routing
International Journal of Speech Technology, 2004Advances in commercially-available ASR technology have enabled the deployment of “How-may-I-help-you?” interactions to automate call routing. While often preferred to menu-based or directed dialog strategies, there is little quantitative research into the relationships among prompt style, task completion, user preference/satisfaction, and domain.
Jason D. Williams, Silke M. Witt
openaire +1 more source
Discriminative techniques in call routing
2003 IEEE International Conference on Acoustics, Speech, and Signal Processing, 2003. Proceedings. (ICASSP '03)., 2003Call-routing is a technology that attempts to route automatically a telephone query from a customer to one of a number of destinations. In vector-based call-routing, a query is represented in a high-dimensional vector space whose axes correspond to words, or sequences of words, that appear in the vocabulary used by callers.
openaire +1 more source
The Journal of the Acoustical Society of America, 2006
Automated call routing systems and methods are described. In one implementation, a speech recognition directory system facilitates the routing of callers based upon stored results of recent disambiguations, which may be stored in heuristic profiles that are associated with callers.
openaire +1 more source
Automated call routing systems and methods are described. In one implementation, a speech recognition directory system facilitates the routing of callers based upon stored results of recent disambiguations, which may be stored in heuristic profiles that are associated with callers.
openaire +1 more source
A research on the call routing of softswitch
International Conference on Communication Technology Proceedings, 2003. ICCT 2003., 2004This paper outlines the call routing in the current H.323-based VOIP network, analyzes the drawbacks of the theoretical architecture of softswitch , and presents three call routing models of softswitch in the migration form existing public switched telephone network (NGN).
null Wang Zhengguang +2 more
openaire +1 more source
Proceedings of the Eleventh International Workshop on Multimedia Data Mining, 2011
In recent years, most companies now interact with their customers for businesses purposes through contact or call centers. Substantially, customers now perceive a company through their interaction with Customer Services Representatives (CSR's) in their centers.
openaire +1 more source
In recent years, most companies now interact with their customers for businesses purposes through contact or call centers. Substantially, customers now perceive a company through their interaction with Customer Services Representatives (CSR's) in their centers.
openaire +1 more source
A Call-Routing Problem with Service-Level Constraints
Operations Research, 2003We 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
openaire +3 more sources
Performance Comparison of Call Routing Algorithms over Virtual Call Centres
2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications, 2007Call routing is a vital technique required to achieve a functioning virtual call centre (VCC). Several algorithms have been proposed to support call routing for VCCs over the past few years. When proposing a new call routing algorithm, it is critical to determine its precise scope and evaluate it with accurate modelling of the underlying protocols and ...
Akinbola Adetunji +3 more
openaire +2 more sources
Call Routing in Contact Center
International Journal of Computer and Communication Technology, 2010Now 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
openaire +1 more source