• 산업공학
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• 제20권3호
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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.

• 한국정보통신학회논문지
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• 제16권8호
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• pp.1725-1733
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• 2012

본 논문에서는 스마트폰을 활용하여 고객에게는 편리한 대리운전 신청 기능을, 대리기사에게는 고객의 위치정보를 제공하여 신속한 서비스를 제공할 수 있는 3-tier 구조의 대리운전 시스템을 설계하고 구현하였다. 구현된 대리운전 시스템은 기존의 전화신청 방식과 스마트폰을 활용한 온라인 주문 방식을 모두 지원하며, 시스템 성능 분석을 통해 온라인 주문 비율이 높을수록 대리운전 접수와 처리의 자동화를 통해 콜센터 상담원의 업무량 감소와 대리운전 신청 처리시간 단축 효과를 제공함을 확인하였다. 대리운전 업체 입장에서는 구현된 시스템을 활용하여 상담원의 증원을 최소화하고 서비스 품질을 개선하여 고객 만족도를 향상시키고 비용 절감과 시장 점유율 확대 효과도 거둘 수 있다.

• 기술혁신연구
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• 제11권2호
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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.