Towards agent-oriented approach to a call management system

Ashamalla, AN; Beydoun, G; Low, G

Towards agent-oriented approach to a call management system

Ashamalla, AN

Beydoun, G

Low, G

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Publication Type:: Conference Proceeding
Citation:: Information Systems Development: Asian Experiences, 2011, pp. 345 - 356
Issue Date:: 2011-12-01

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Field	Value	Language
dc.contributor.author	Ashamalla, AN https://orcid.org/0000-0001-9375-0211	en_US
dc.contributor.author	Beydoun, G https://orcid.org/0000-0001-8087-5445	en_US
dc.contributor.author	Low, G	en_US
dc.date.issued	2011-12-01	en_US
dc.identifier.citation	Information Systems Development: Asian Experiences, 2011, pp. 345 - 356	en_US
dc.identifier.isbn	9781441972057	en_US
dc.identifier.uri	http://hdl.handle.net/10453/120681
dc.description.abstract	There is more chance of a completed sale if the end customers and relationship managers are suitably matched. This in turn can reduce the number of calls made by a call centre reducing operational costs such as working time and phone bills. This chapter is part of ongoing research aimed at helping a CMC to make better use of its personnel and equipment while maximizing the value of the service it offers to its client companies and end customers. This is accomplished by ensuring the optimal use of resources with appropriate real-time scheduling and load balancing and matching the end customers to appropriate relationship managers. In a globalized market, this may mean taking into account the cultural environment of the customer, as well as the appropriate profile and/or skill of the relationship manager to communicate effectively with the end customer. The chapter evaluates the suitability of a MAS to a call management system and illustrates the requirement analysis phase using i* models. © Springer Science+Business Media, LLC 2011.	en_US
dc.relation.ispartof	Information Systems Development: Asian Experiences	en_US
dc.relation.isbasedon	10.1007/978-1-4419-7355-9_29	en_US
dc.title	Towards agent-oriented approach to a call management system	en_US
dc.type	Conference Proceeding
utslib.for	0806 Information Systems	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology/School of Information, Systems and Modelling
pubs.organisational-group	/University of Technology Sydney/Strength - CAMGIS - Centre for Advanced Modelling and Geospatial lnformation Systems
pubs.organisational-group	/University of Technology Sydney/Strength - PERSWADE - Centre on Persuasive Systems for Wise Adaptive Living
pubs.organisational-group	/University of Technology Sydney/Students
utslib.copyright.status	closed_access
pubs.publication-status	Published	en_US

Abstract:

There is more chance of a completed sale if the end customers and relationship managers are suitably matched. This in turn can reduce the number of calls made by a call centre reducing operational costs such as working time and phone bills. This chapter is part of ongoing research aimed at helping a CMC to make better use of its personnel and equipment while maximizing the value of the service it offers to its client companies and end customers. This is accomplished by ensuring the optimal use of resources with appropriate real-time scheduling and load balancing and matching the end customers to appropriate relationship managers. In a globalized market, this may mean taking into account the cultural environment of the customer, as well as the appropriate profile and/or skill of the relationship manager to communicate effectively with the end customer. The chapter evaluates the suitability of a MAS to a call management system and illustrates the requirement analysis phase using i* models. © Springer Science+Business Media, LLC 2011.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/120681