• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• Journal of Korean Society for Quality Management
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• v.18 no.1
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• pp.21-28
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• 1990

In this paper, the capacity of system which provides the real time response call service to the customer is studied. The quality of call service depends on the response time of the service in the system. Therefore, the focus of this paper is to investigate the capacity of system under the restriction of response time. In this paper, the system is modeled by queueing network. The analytical method is applied to solve this queueing network. The solution of the model has product form solution. To get the reasonable capacities, nonlinear programming problem is formulated and is solved by GINO.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.7 no.5
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• pp.1-12
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• 2008

In this paper, we described about core technologies required for the seamless service implementation and the communication system structure conceiving required for call & response services in order that the real-time traffic information service is consecutively provided to the vehicle moving at high speed. The SMART highway service is the information communication environment build-up concept which the real-time C&R service is comprised of the vehicle moving with 160km/h above. It was possible in case of being the low speed car in the DSRC system structure. However, there is a limit in the high speed environment as the DSRC system like a convention. In this paper, we proposed the structure of fitting for the SMART highway environment using the hand-over technique compositing the base station and several repeaters of DSRC system.

• Journal of the Korea Society of Computer and Information
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• v.14 no.1
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• pp.205-216
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• 2009

The aim of this study is to propose an integrated operation plan of information call services by multi-connecting call services which are now being serviced by each different call number services and by providing one stop service which organically links alternative transportations such as railroad, air, and bus and also related organizations as well as road traffic information. For the objective, we analyzed the current status of Korean and foreign country systems and reviewed operation technology and technical specifications of the integrated system according to 3 steps, i.e. infrastructure procurement, test bed and extended completion, stabilization and high valuable services completion. Throughout the result of this study, traffic information one stop service, convenient service, diverse related information provision service, real-time information provision, and efficient system are expected to be implemented in the traffic information call service.

• IE interfaces
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• v.11 no.3
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• pp.77-87
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• 1998

Intelligent Peripheral(IP) system is to provide specialized resource functions (SRF) such as playing announcement, collecting user information, and receiving messages in the Advanced Intelligent Network (AIN). We analyze the call processing capacity of an AIN IP system being developed in ETRI through an extensive simulation using SLAM II under a variety of AIN service scenarios. We consider televoting (VOT) and universal personal telecommunication (UPT) services which are to be provided at the fit implementation of the AIN in Korea. As the performance criteria to determine the call processing capacity, processor utilization, delay and call loss probability are considered. It turns out that the major processor called SAMP is the bottleneck processor, the service response delay dominates the delay performance, and the call loss probability becomes the primary criterion in determining the call processing capacity of the AIN IP system. It is also shown that the call processing capacity of the AIN IP system is determined by the utilization of the processor and the delay performance when the VOT ratio is below 70 percent but it is determined by the call loss probability due to the lack of service channels for providing the SRF operations.

• Proceedings of the Korean Information Science Society Conference
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• 2002.04a
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• pp.526-528
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• 2002

SIP는 간단한 텍스트 기반의 응용계충 프로토콜로서, H.323을 대체할 수 있는 프로토콜이다. SIP는 인터넷 환경에 그대로 접목 할 수 있고, 새로운 기능 및 부가서비스의 제공이 용이하다는 장점을 가지고 있다. SIP 프로토콜은 요청메시지와 그에 대한 응답으로 구성되는 Request-Response방식이다. SIP의 장점은 유일한 개인 ID를 이용하여 장소와 단말기에 구애를 받지 알고 SIP서비스를 제공받을 수 있는 Personal Mobility Service에 있다. 본 논문에서는 User Agent 사이에 이루어지는 SIP 트랜잭션 (Transaction)을 기본적인 Call-Flow를 통해서 살펴보고자 한다.

• Journal of the Korea Society of Computer and Information
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• v.28 no.10
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• pp.155-161
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• 2023

In this paper, we present a WebRTC-based emergency video call system structure that builds a service system in a constant monitoring environment to increase the usability and stability of elevator emergency call devices. The proposed system provides a smooth call environment between the emergency call system in the elevator and maintenance managers in case of an emergency, performs rapid response processing to elevator emergency calls through monitoring of the target elevator, and handles any emergency calls that may occur in the physical space of the elevator. The purpose is to build an environment that can implement low-latency, real-time video call services of voice and video by overcoming the physical constraints required for video calls. To this end, we have established a service environment based on OpenAPI, which is currently used in various fields and its performance has been proven, and provides video calls and emergency situation dissemination through rapid messaging by providing low-latency call quality. The presented system structure will be able to provide a basis for expanding various functions and constructing a reliable service environment and intelligent model for the elevator system through combination with the elevator control panel and various devices.

• Journal of KIISE:Computing Practices and Letters
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• v.13 no.7
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• pp.520-533
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• 2007

The CRM(Customer Relationship Management) is the business strategy model for higher profits and competitive power of the enterprise in a new business environment. The large-scale customer response service technique uses internet, e-mail, SMS (Short Message Service), Telephony service, DM(Direct Mail) by customer channel point. Recently, business model diversify for new contract and retaining existing customer to the effort for a profitable model of business. This paper is based on Avaya PDS(Predictive Dialing System) model for CRM bond center. If the number of "available" agents are less than the number of inbound channels, then there may be real-time response problems in PDS system implemented. The Organization cannot afford to have many agents in available mode because of the high cost of manpower. This paper provides two contributions to the study. First, we present Call Object Management Mechanism of Customer Channel integration for reduce outbound consulting and reduce CallBack data in the PDS. Second, we design and implement the proposed system. Our simulation results show analysis of old model and proposed model. The proposed model can be efficiently used in Large-scale CRM.

• Journal of Internet Computing and Services
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• v.9 no.2
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• pp.139-145
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• 2008

CRM(Customer Relationship Management) improves the competitiveness of small companies to large enterprises. E-mail, SMS (Short Message Service), telephony service, DM (Direct Mail) are used for customer response in many companies. In order to improve company's profit, business diversification is in progress with protecting the succession of existing customers, and the only of new customers. Futhermore, BPR (Business Process Re-engineering) and BPM (Business Process Management) of the CRM can be easily found in many companies, because it is the first contact point to the company at the customer's view. This paper discusses the development of CRM, and proposes a call object routing agent that is the main engine of the CRM. Result of performance evaluation of proposed method show that the system is effective and powerful enough to use at the multi-channel environment.

• ETRI Journal
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• v.20 no.2
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• pp.115-132
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• 1998

This paper proposes an extended service filtering technique to prevent overload in service control point (SCP) due to televoting (VOT) or mass calling (MAS) services with the heavy traffic characteristics. Also, this paper compares this extended technique with the existing overload control techniques, and calculates steady state call blocking probabilities in intelligent network (IN) under overload conditions. The proposed technique considers SCP overload and IN Capability Set (CS)-1 services (such as VOT or MAS service) that have to use the specialized resources of intelligent peripheral (IP). This technique uses first an activating step in which SCP requests service filtering to service switching point (SSP). Then, in the filtering step, SSP sends filtering results to SCP periodically or each N-calls. Also, when filtering time-out expires, SSP stops service filtering, and sends service filtering response to SCP in the deactivating step. This paper applies this technique to VOT/MAS service, and calculates SCP and SSP-IP (circuit) call blocking probabilities by using an analytical VOT/MAS service model. With the modeling and analyzing of this new technique, it shows that this technique reduces the traffic flow into SCP from SSP and IP prominently.