• Journal of Korea Multimedia Society
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• v.11 no.7
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• pp.1016-1024
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• 2008

In this paper, we designed and implemented the ACE(ACtive Emergency call service system) system for emergency call service actively. ACE system has two physical components; E-Device(Emergency Mobile Device) and E-Server(Emergency Server). The role of E-Device is the mobile device in order to call emergency by using mild handi-capped, the elderly and children who are able to communicate theirs intention to another. E-Server is the server for management E-devices with realtime monitering. E-Device will be developed to the portable size for easily mild handi-capped, the elderly and children. When they need the service of emergency call, the button of E-device can be used and the call signal is transmitted to the emergency office and the guardian through Internet and CDMA. E-server should be developed the integrated control system for management of E-Devices basically. And it also supported to realtime monitoring of E-devices with respect to high quality of emergency call service for rise the efficiency.

• Information Systems Review
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• v.4 no.2
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• pp.155-168
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• 2002

This paper examines whether the functions of eCRM solutions affect the site visit and purchase by customers. The functions of eCRM solutions are extracted and classified into three categories of c-marketing, e-sales, and e-service. E-marketing includes campaign/event marketing, e-mail marketing, and questionnaire marketing; e-sales consists of recommendation system and incentive/discount promotion.; e-service is composed of e-mail call center and web call center. From the online survey, 146 responses are collected and analyzed. The analysis shows that the level of experience in campaign/event marketing, e-mail marketing, e-mail call center, and web call center significantly affect the website visit by customers and that the level of experience in all eCRM functions except e-mail marketing significantly affect the purchase by customers. The effects of those functions in eCRM on the website visit are moderate, while the effects of the functions on the purchase are low. The results from this study imply that eCRM needs to strengthen the effect on the purchase with more thorough analysis of the customer profile.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2018.10a
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• pp.321-324
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• 2018

Recently, the evolution of V2X (Vehicle to Everything) technology is accelerating. In particular, it can be seen that C-V2X (Cellular V2X) technology and services combined with mobile telecommunication network are developing rapidly. However, in Korea, e-Call and emergency communication services are inferior to the developed communication technologies and the proportion of vehicles arriving at Golden Hour is considerably low. Therefore, this paper designed the communication architecture with C-V2X and Android operating systems, and presented ways to improve existing e-Call services using V2N (Vehicle to Nomadic Device) communication based on it.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.21 no.8
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• pp.1958-1969
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• 1996

This paper proposed a new approach to adaptive call admission control based on a neural network for multiple service classes with different quality of service (QoS) in the ATM-based Broadband Integrated Services Digital Networks. the proposed method extend Hiramatsu's neural network based "leaky pattern table" method for the single QoS[1, 2, 3] to deal with multiple services with different QoS by constructing multiple pattern tables based on each service's acceptance or rejection at the call set-up requests, and by simultaneously controlling each service's QoS according to the target QoS of the service and the trunk capacity. Computer simulation results on two service classes with different traffic characteristics and different cell loss rates as QoS, highlight good performance and effectiveness of the proposed call admission controller for multiple service classes.e classes.

• KSCI Review
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• v.14 no.1
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• pp.205-212
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• 2006

In this paper, we proposed a new customized e-Ring(Enterprise Portal Back Tone) system which could be represented each organization feature. The e-Ring system provided a call back tone and additional services to reduce the waiting time when the client called an organization. This system is for an appropriate organization public relations instead of the meaningless ring back tone which is used usual call, also is maximized the service availability and work efficiency which is obtained from the automatic response and service suppling to users who have needs and questions.

• Journal of Korea Society of Digital Industry and Information Management
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• v.11 no.3
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• pp.125-143
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• 2015

As improving the life quality of citizen because of development of Urbanization and Information, civil application service of public institutions has been changed. The government provides a 24-hour civil service of e-government, public institutions operate U-complaints call center to pursue a personalized service to customers. As customer service are diversified, the inconvenience of service is increased. Therefore, public institutions instituted U-complaints call center to solve increased complaints. In early days, public institutions operated simple call center. However, it became intelligent U-complaints call center by SNS. The more increase the importance of agents' contact customer service, the more increase Job Performance considered by Organizational Commitment & Job Satisfaction of call center agents. This study analyzed that applied to Fairness Theory with Organizational Commitment, Job Satisfaction and analyze U-complaints call center agents' role and job performance of public institutions. Proposed a research model applied to job satisfaction with key variables, organizational commitments, job satisfaction. It's expected to impact on job performance of U-complaints call center agents in public institutions. For empirical study of research model, conducted a survey of the U-complaints call center agents of public institutions. 170 samples were collected from the survey and analyze relationship between the factors. Procedural justice, distribution fairness, fairness interaction are significant influence on organizational commitment of parameters by analysis U-complaints call center agents. Procedural justice and fairness of interaction was found not to effect on parameters of job satisfaction. Also, parameter, organizational commitment have significant influence on job satisfaction. However, have no influence on job performance. Therefore, the parameters of job satisfaction have significant influence on job performance. Public institutions should adopt to improve the quality of citizen services through U-complaints call center agents.

• Journal of the Korea Society of Computer and Information
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• v.15 no.3
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• pp.121-128
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• 2010

Whenever and wherever, recognizing location of object such as human as well as things, ubiquitous Location-Based Service which provides useful service based on this are rising as an important service. In this paper, we implemented customized real time 1:1 e-CRM system that can communicate with user's mobile phone through using Location-Based Service of mobile phone. Among various scenarios that are applicable to designed system, development and test were conducted based on scenario that provides shopping information and discount information to customers through SMS as they approach to vicinity of large discount store and allow them to download discount coupons through Call Back. The suggested system will be applied to various service event and can be used as a customized real time marketing method according to user's personal activity area.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2007.10a
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• pp.355-358
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• 2007

In wireless mobile communication systems, priority of voice service through high speed data and multimedia transmission requires increased service diversification. Research is being carried out in this environment, on the call admission control techniques to guarantee the diversified service's QoS. SRN (Stochastic Reward Net) is an extended version of Petri nets, well know modeling and analysis tool. In this paper, we develop SRN call admission control model considering the 4 classes of services in the 4th generation IEE 802.16e mobile communication Technology.

• The Journal of Society for e-Business Studies
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• v.15 no.2
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• pp.107-135
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• 2010

Nowadays many telecommunication service companies try to enhance the quality of their service by providing customers with more specialized service for greater customer satisfaction. As this trend continues, the role that frontline employees play is getting more and more important because they are the ones who have direct influence on customers. For this reason, more than ever, the role of call center has become of paramount importance. Noting that a call center employee's job satisfaction critically affects the quality of service that a customer gets, this study was carried out in order to provide an insight on effective personnel and performance management which can boost up the job satisfaction of a call center employee, thereby enhancing the productivity of Call Center. Conclusively, it verifies that among job satisfaction influence factors, superior's support and compensation fairness indeed have a tremendous influence on job satisfaction of a call center employee. Furthermore, it verifies that if a call center employee is satisfied with his or her job, he or she tends to work more efficiently and hence increase productivity.

• 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.