• Journal of KIISE:Computing Practices and Letters
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• v.13 no.7
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• pp.520-533
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• 2007

The CRM(Customer Relationship Management) is the business strategy model for higher profits and competitive power of the enterprise in a new business environment. The large-scale customer response service technique uses internet, e-mail, SMS (Short Message Service), Telephony service, DM(Direct Mail) by customer channel point. Recently, business model diversify for new contract and retaining existing customer to the effort for a profitable model of business. This paper is based on Avaya PDS(Predictive Dialing System) model for CRM bond center. If the number of "available" agents are less than the number of inbound channels, then there may be real-time response problems in PDS system implemented. The Organization cannot afford to have many agents in available mode because of the high cost of manpower. This paper provides two contributions to the study. First, we present Call Object Management Mechanism of Customer Channel integration for reduce outbound consulting and reduce CallBack data in the PDS. Second, we design and implement the proposed system. Our simulation results show analysis of old model and proposed model. The proposed model can be efficiently used in Large-scale CRM.

• Proceedings of the Korea Information Processing Society Conference
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• 2006.05a
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• pp.1243-1246
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• 2006

초고속 통신망의 확대 적용으로 인터넷의 빠른 성장과 함께 음성과 비디오 그리고 데이터를 통합하고자 하는 노력이 시도되고 있다. VoIP(Voice over IP)는 IP를 이용하여 음성과 데이터를 패킷 형태로 통합하여 실시간으로 전송하는 기술이다[1]. 패킷 네트워크에서 VoIP 시그널링 기술을 이용하면 망 자원으 효율적 이용 및 PSTN에 가까운 음질 그리고 인터넷과 연계한 다양한 음성서비스 지원이 가능하다. 콜센터에서도 VoIP를 사용하게 됨에 따라 VoIP망에서의 녹취 시스템이 필요하다. VoIP 녹취 시스템은 상담원과 고객 간의 통화 내용을 자동으로 녹음하여 보관함으로써 고객의 요구사항을 명확하게 파악할 수 있으며 녹취 데이터의 통계 자료 제공으로 효율적인 관리가 가능하고, 선택 녹취, 스케쥴링 녹취, 상담원의 평가 자료를 제공하여 고객 관리의 질적인 향상을 지원한다. 본 논문에서는 성능에 큰 영향을 주지 않고 기존의 VoIP 녹취 시스템의 문제점을 해결한 에이전트를 포함한 VoIP 녹취 시스템을 제안한다.

• 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 Information Technology Services
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• v.13 no.1
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• pp.87-101
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• 2014

This paper is a study on information Quality of Domestic Call Center Information System; recognized the importance of information quality and analyzed the impact on use and satisfaction of users following information quality which is a success element and ultimately the impact on user's performance by expanding information quality evaluating model by Jeong-Woo Lee et al.(2003) who reflected domestic special corporate culture based on information system success model by DeLone and McLean(2003). This is meaningful in providing theoretical foundation for efficient information quality supply and building quality management system at call center in future and provides hints to be considered in raising understanding of consultants on provided information and arranging ground that can utilize it in a timely manner.

• 한국IT서비스학회:학술대회논문집
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• 2009.05a
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• pp.365-368
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• 2009

고속 인터넷 망 구축과 멀티미디어 통신 수요의 증가에 따라 VoIP는 기존의 PSTN 망의 대체 혹은 확장 기술로서 지속적으로 검증되어 왔다. 음성 데이터 처리 규약들 중 SIP는 다른 규약에 비해 신호 처리 단계가 간단하기 때문에 이를 기반으로 RTP를 활용하여 음성 통신 시스템을 구축하는 사례가 늘어나고 있다. 그러나 RTP의 특성상 패킷을 처리할 때마다 복원 과정이 필요하며, 다중 세션으로 통신이 발생할 경우 전체 패킷들의 관리가 복잡해지므로 이들 간에 혼선 없이 데이터를 처리 및 유지할 수 있는 방법론이 요구된다. 본 논문에서는 SIP 기반의 IP 전화를 통해서 고객과 상담원 간의 통화 이벤트가 발생하는 일반 콜센터 환경에서 RTP 음성 데이터를 처리하는 다중 세션 어플리케이션의 구축 사례를 제시한다. 구현한 시스템은 IP 전화에서 발생하는 통화 내역을 통합 스위치 서버에서 포트 미러링하여 녹취 및 녹음 서버로 전송하며, 전송된 패킷 정보들의 세션이 유지되고 있는 동안 음성 데이터를 실시간으로 모니터링한다.

• The Korean Journal of Applied Statistics
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• v.31 no.1
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• pp.109-122
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• 2018

The composite lognormal-generalized Pareto distribution (LN-GPD) is a mixture of right-truncated lognormal and GPD for a given threshold value. Scollnik (Scandinavian Actuarial Journal, 2007, 20-33, 2007) shows that the composite LN-GPD is adequate to describe body distribution and heavy-tailedness. This paper considers time-varying modeling of the LN-GPD based on local polynomial maximum likelihood estimation. Time-varying model provides significant detailed information of time dependent data, hence it can be applied to disciplines such as service engineering for staffing and resources management. Our work also extends to Beirlant and Goegebeur (Journal of Multivariate Analysis, 89, 97-118, 2004) in the sense of losing no data by including truncated lognormal distribution. Our proposed method is shown to perform adequately in simulation. Real data application to the service time of the Israel bank call center shows interesting findings on the staffing policy.

• Journal of Intelligence and Information Systems
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• v.16 no.3
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• pp.99-120
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• 2010

Due to the wide spread of customers' frequent access of non face-to-face services, there have been many attempts to improve customer satisfaction using huge amounts of data accumulated throughnon face-to-face channels. Usually, a call center is regarded to be one of the most representative non-faced channels. Therefore, it is important that a call center has enough agents to offer high level customer satisfaction. However, managing too many agents would increase the operational costs of a call center by increasing labor costs. Therefore, predicting and calculating the appropriate size of human resources of a call center is one of the most critical success factors of call center management. For this reason, most call centers are currently establishing a department of WFM(Work Force Management) to estimate the appropriate number of agents and to direct much effort to predict the volume of inbound calls. In real world applications, inbound call prediction is usually performed based on the intuition and experience of a domain expert. In other words, a domain expert usually predicts the volume of calls by calculating the average call of some periods and adjusting the average according tohis/her subjective estimation. However, this kind of approach has radical limitations in that the result of prediction might be strongly affected by the expert's personal experience and competence. It is often the case that a domain expert may predict inbound calls quite differently from anotherif the two experts have mutually different opinions on selecting influential variables and priorities among the variables. Moreover, it is almost impossible to logically clarify the process of expert's subjective prediction. Currently, to overcome the limitations of subjective call prediction, most call centers are adopting a WFMS(Workforce Management System) package in which expert's best practices are systemized. With WFMS, a user can predict the volume of calls by calculating the average call of each day of the week, excluding some eventful days. However, WFMS costs too much capital during the early stage of system establishment. Moreover, it is hard to reflect new information ontothe system when some factors affecting the amount of calls have been changed. In this paper, we attempt to devise a new model for predicting inbound calls that is not only based on theoretical background but also easily applicable to real world applications. Our model was mainly developed by the interactive decision tree technique, one of the most popular techniques in data mining. Therefore, we expect that our model can predict inbound calls automatically based on historical data, and it can utilize expert's domain knowledge during the process of tree construction. To analyze the accuracy of our model, we performed intensive experiments on a real case of one of the largest car insurance companies in Korea. In the case study, the prediction accuracy of the devised two models and traditional WFMS are analyzed with respect to the various error rates allowable. The experiments reveal that our data mining-based two models outperform WFMS in terms of predicting the amount of accident calls and fault calls in most experimental situations examined.

• Journal of Information Technology Services
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• v.22 no.4
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• pp.1-19
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• 2023

This study is a study on the effect of technical readiness factors on counselors' intention to use when applying AICC. AICC counselors experience improved customer service and emotional stability by receiving various monitor notification window services based on artificial intelligence algorithms such as customer counseling history, prohibited word control system, and customized counseling system. Accordingly, this study tried to verify using factors derived from technology readiness theory and technology acceptance theory among the factors affecting the intention to continue using AICC provided to counselors. To verify the research hypothesis, the causal relationship between variables such as Optimism, Innovativeness, Discomfort, Insecurity, and Technology Acceptance Theory, such as Team Support, Ease of Usage, and Innovation Resistance, was verified. As a result of empirical analysis, first, it was verified that Optimism has a positive (+) effect on Team Support and Ease of Usage, and Discomfort and Insecurity have a negative (-) effect on Ease of Usage and Team Support. Second, it was confirmed that Team Support and Ease of Usage had a positive effect on the Intention to use AICC. Based on the above empirical analysis results, the concepts of Technical Readiness were clearly proved, and in practical terms, AICC helped inquiry, quality evaluation, recording, and management of counseling history, ultimately increased corporate work efficiency.

• The Journal of Society for e-Business Studies
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• v.18 no.2
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• pp.257-277
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• 2013

Those studies in the field of Management Information Systems and the Success Model of the DeLone and McLean's Information Systems suggest that some factors related to information systems should be developed and operated to affect the performance of the user's personal and companies through the introduction and use of corporate information systems. The purpose of this study is put on searching for some factors which impact on user satisfaction about the customer information management systems of call center. We did conduct on a survey of 539 people who are working as a call center counseling employees as setting up a structural equation model which reflects previous research on working environment and job satisfaction, and modified DeLone and McLean's information system success model. The results of this study are as follows. First, seven of the eleven hypotheses that three quality of the information systems might be affecting working environment, job satisfaction, user satisfaction were adopted Second, we confirmed that the working environment works as a the partial mediation and the quality of services works as a fully mediation between system/information quality and users' satisfaction. The implications of this study are that it is necessary not only to make a good working environment but also to keep improving it in order to boost the operational performance of information systems in the future.

• Journal of Digital Contents Society
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• v.7 no.4
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• pp.227-234
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• 2006

While most of the real estate information provided on the web is simply based on the information of the properties like addresses, locations, prices etc, this paper suggests methodologies for the development of a total information system of real estate which can provide, in an one-stop mode, value-added real estate information contents. The total information system of real estate designed in this paper includes a geological information system using a GIS, a property information system using photos and videos, a systemized legal consulting system, a web call center where customers can communicate with real estate experties on the web and lastly marketing analyses system using credit card data.