Towards a Low-Cost High-Quality Service Call Architecture
Isaac Cheng, Neil Boyette, Vikas Krishna · 2006
Efficient and effective call centers are critical to quality customer service. A framework and a system presented in this paper lower the operational costs and increase availability and scalability of global dynamic call centers in a major corporation. The framework decouples the runtime application perspective from the engine perspective of call flow execution, fundamentally improving the design paradigm of call center scripting