A Next Generation Multimedia Call Center for Internet Commerce: IMC

Publication Type

Journal Article

Publication Date

2000

Abstract

Human assistance, as well as automated service, is necessary for providing more convenient services to customers on the Internet-based commerce system. Call centers have been typically human-based service systems. However, the services of existing public switched telephone network-based call centers are not enough to meet the needs of customers on the Internet. Most of them have been designed without considering the interaction involved in shopping on the Internet. In our research, we design a call center named IMC (Internet-based multimedia call center) that can be integrated with an Internet shopping mall. It contains 2 parts: an Internet multimedia dialogue system and a human agent assisting system. The Internet multimedia dialogue system is an Internet and multimedia version of the interactive voice response service of computer telephony integration-based call centers because it provides access to the multimedia Web page along with the recorded voice explanation through the Internet. The human agent assisting system aims to select the most appropriate human agents in the call center and support them in providing high-quality individualized information for each customer. IMC is a real-time, human-embedded system that can provide high-quality services cost-effectively for Internet commerce.

Discipline

Computer Sciences | E-Commerce | Management Information Systems

Research Areas

Information Systems and Management

Publication

Journal of Organizational Computing and Electronic Commerce

Volume

10

Issue

4

First Page

227

Last Page

240

ISSN

1091-9392

Identifier

10.1207/S15327744JOCE1004_02

Publisher

Taylor and Francis

Additional URL

http://dx.doi.org/10.1207/S15327744JOCE1004_02

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