• Journal of Information Technology Services
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• v.18 no.3
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• pp.17-35
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• 2019

Call centers do not simply play a role of responding to customers' calls, but they have developed into a core unit for maintaining competitiveness through services, marketing, or sales. Since the service quality of call centers heavily affects customer satisfaction, organizations have focused on enhancing it by reducing waiting time and increasing service level. One of the techniques, which improve the service quality of call centers, is to employ multi-skilled agents that can handle more than one type of calls. This study deals with three issues relevant to multi-skilled agents. First, we analyze how the way of allocating a specific group of agents to a set of skills affects the performance of call centers. Secondly, we investigate the relationship between the number of multi-skilled agents and the performance of call centers. Finally, we examine the impact of agent selection rules on the performance of call centers. Two selection rules are compared : the first rule is to assign a call to any available agent at random while the other rule is to assign a call preferably to single-skilled agents over multi-skilled agents when applicable. Based on simulation experiments, we suggest three implications. First, as the length of cycles in the agent-skill configuration network becomes longer, call centers achieve higher service level and shorter waiting time. Secondly, simulation results show that as the portion of multi-skilled agents increases, the performance of call centers improves. However, most of the improvement is attained when the portion of multi-skilled agents is relatively low. Finally, the agent selection rules do not significantly affect the call centers' performance, but the rule of preferring single-skilled agents tends to distribute the workload among agents more equally.

• Proceedings of the Korean Information Science Society Conference
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• 2004.10c
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• pp.331-333
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• 2004

본 논문에서는 SIP(Session initiation Protocol) 기반의 VoIP(Voice over Internet Protocol) 시스템에 효율적인 call-control을 위해 필요한 헤더와 파라미터를 추가한 Extension SIP를 제안하였다. 또한 이 제시된 Extension SIP에 따르는 SIP Proxy Server와 User Agent(User Agent Client, User Agent Server)를 리눅스 시스템에서 C언어를 통해 구현하였고, 이 구현된 Extension SIP 시스템을 통해 기존의 SIP 시스템과 cail-control을 위한 packet traffic을 비교.분석 함으로써 제안한 Extension SIP의 효율성 을 증명하였다.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.27 no.7C
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• pp.696-703
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• 2002

In traditional approaches to IN load control, there has been a focus on the protection of individual SCPs. On the other hand, the load control of network level can be achieved by using a mobile agent technology, which is a software element responsible for moving from one system to another and performing their task. In this thesis, we propose an mobile agent mechanism and two mobile agent migration procedures and analyze the performance of the Call Gapping mechanism and the mobile agent mechanism. The mobile agent mechanism showed that the SCP load control rate and attempt the number of attempted call failure were better than those of Call Gapping mechanism. Also, the amount of SS NO.7 traffics was reduced in the case of an overload condition.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.2
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• pp.750-762
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• 2019

The importance of the call center as a contact point for the enterprise is growing. However, call centers have difficulty with their operating agents due to the agents' lack of knowledge and owing to frequent agent turnover due to downturns in the business, which causes deterioration in the quality of customer service. Therefore, through an N-bank call center case study, we developed a system to reduce the burden of keeping up business knowledge and to improve customer service quality. It is a "real-time agent advisor" system that provides agents with answers to customer questions in real time by combining AI technology for speech recognition, natural language processing, and questions & answers for existing call center information systems, such as a private branch exchange (PBX) and computer telephony integration (CTI). As a result of the case study, we confirmed that the speech recognition system for real-time call analysis and the corpus construction method improves the natural speech processing performance of the query response system. Especially with name entity recognition (NER), the accuracy of the corpus learning improved by 31%. Also, after applying the agent advisor system, the positive feedback rate of agents about the answers from the agent advisor was 93.1%, which proved the system is helpful to the agents.

• 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.

• Proceedings of the Korean Information Science Society Conference
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• 2001.10b
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• pp.10-12
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• 2001

우리들은 현재 엄청난 양과 질의 정보세상에서 생활하고 있다. 때문에 이들 정보들을 보다 효과적으로 활용하고자 하는 것은 당연한 욕심이다. 그 중 대표적인 예로 RPC(Remote Procedure Call)가 있다. 그리고 mobile code를 이용해 새로운 패러다임을 선보이는 Mobile Agent가 있다. 현재 여러 mobile agent 시스템이 Java RMI(Remote Method Call)를 활용하고 있다. 이전의 RPC는 하나의 완전한 객체가 아닌 일반 data만을 네트웍을 통해서 전송할 수 있었으나, Java RMI를 적극 활용하는 mobile agent는 자신이 하나의 객체로 구현되어 네트웍을 통해 목적지 서버로 혹은 다른 호스트로 이동한 후 원격지에서 직접적으로 자기 내부의 메소드를 실행할 수 있다[1,2,3,4]. 이는 사용자의 간섭을 배제한 agent의 자율적이고 독립된 행동을 지원하기 때문에 분산처리분야에서 새로운 패러다임을 제시하고 있다. 그리고 agent가 적합한 서비스를 제공하는 서버를 효율적이고 정확하게 찾는 것이 무엇보다 중요하다. middle agent가 바로 이런 기능을 가진 모듈이다. 본 논문에서는 효율적인 모빌 에이전트 시스템을 구축하기 위해 서버와 클라이언트와의 상호 연결을 담당하는 새로운 middle agent로서 MiddleMan을 제안하였으며 이것을 이용한 다중 사용방법에 대해서 연구하였다[5].

• Proceedings of the Korean Information Science Society Conference
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• 2001.04a
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• pp.298-300
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• 2001

VoIP 기술은 사용자 사이에서 call을 설정, 변경, 종료할 수 있는 signaling 프로토콜이 필수적이다. 이러한 점에서 인터넷 프로토콜 네트워크 상에서의 call과 멀티미디어 세션의 실시간 제어를 목적으로 IETF의 MUSIC WG에서 말들어진 새로운 signaling 프로토콜이 SIP(Session Initiation Protocol)이다. 또한, IETF에서 SIP WG이 생겨나면서 이 프로토콜에 대한 연구가 더욱 활발해지고 있다. 본 노문에서는 SIP에 대한 개략적인 내용과 SIP 프로토콜의 기능들을 간략하게 소개하였고, SIP session initiation의 과정과 registration 과정 등의 동작에 대하여 설명하였다. 그리고 User Agent의 기본적인 동작을 설명하고, VOVIDA에서 개발한 SIP의 리눅스용 공개 소스를 통해서 User Agent의 실행되는 과정을 분석하였다.

• Journal of Advanced Navigation Technology
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• v.13 no.5
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• pp.619-629
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• 2009

This study focuses on assessing the impacts of the internal service quality components at airline call center on the job satisfaction of agent and turnover intention for effective operation, thereby giving suggestions to manages on the design and the operation of call centers. The major finding of this study showed that intangibility, reliability, authority, leadership are found to have a great influence on the job satisfaction and job satisfaction did not influence on turnover intention.

• Journal of Korea Multimedia Society
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• v.6 no.1
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• pp.105-113
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• 2003

In CDMA cellular system, inefficient Channel assignment for high-speed mobile host increase call blocking probability For it has been method proposed to guarantee QoS upon tn the speed of hierarchical cell that is allocated Queues and dedicated channels of high speed mobile host's speed. In this paper, We allocated the dedicated channel of high-speed handoff In FA (Foreign Agent), only if the receive signal strength of mobile host in current cell that there is low traffic in HA (Home Agent). also, we created new Circular queue LiFA (Limited Foreign Agent) for high-speed handoff call that signal strength is weak in certain FA, and had this High-speed handoff call to be ready for Life time to the new Circular queue LiFA. Thus improve the rate of the forced call termination.

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.26-30
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• 2006

Internet phone service is a new service technology that provides voice call services through Internet not through the pre-existing PSTN. It enables a cheap voice call service regardless of distance. We may expect that the Internet phone service may substitute for the voice call service through the PSTN, but not in a short period. There are several problems to be solved for this transition, such as, voice call quality, numbering scheme, billing, standardization, and support of several functions. In this paper, we provided and designed a UA (User Agent) that can support functions regarding voice call, such as call forwarding, auto-connection, call rejection and restriction of individual call, using SIP (Session Initiation Protocol) which is proposed by SIP-Working Group as the standard Internet phone service management protocol.