• IE interfaces
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• v.20 no.3
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• pp.309-314
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• 2007

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.16 no.8
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• pp.1725-1733
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• 2012

This paper describes the design and implementation of a 3-tiered proxy driving system utilizing smartphones. This system provides customers with a convenient request facility, and enables proxy drivers to provide a prompt service based on customer's location information. Implemented system supports two methods such as the existing phone-call and the online requesting method using smartphones. Performance analysis shows that the higher the ratio of online requests, the greater the effect of decreasing of phone jockey's workloads and the reduction of request processing time through the automation of receipt and processing. From a proxy driver company's standpoint, this system minimizes the increase of phone jockeys, and improves customer satisfaction through good service quality. This system also helps the company reduce the cost and increase the market share.

• Journal of Technology Innovation
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• v.11 no.2
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• pp.283-314
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• 2003

The transformation of sector system in Information and Communications Technology (ICT), a prominent character in sector system, has been paid much attention in innovation theory with rapid change in information technologies and technological environment. In this context, we explore how Sectoral Innovation System (SIS) in ICT has been transformed since 1970 by employing US patent data and Proxy variables which measures the basic elements for SIS and its technological characteristics. By utilizing patent data, it is demonstrated that technological regimes, key links and Schumpeterian patterns of innovation in overall ICT sector have drastically transformed over the last three decades. We also reviewed how changes of knowledge bases and technological characteristics driving forces of dynamics in ICT help heterogeneous agents interact with environmental factors (Industrial structure and institutions), leading to industrial or economic growth and its dynamics in the historical perspective over ICT sector (Telecommunication, Computer and Semiconductor). Consequently, our research shows clearly that Schumpeterian patterns of innovation have shifted from Mark I to Mark II in ICT. Our study also provides a glimpse picture of dynamics patent data.