Development of multimedia call center for internet shopping mall:IMC

Abstract

For customer satisfaction in Internet Shopping Mall, not only a computer system but also a human help or service will be necessary. A call center can provide the human service. But the services of the existing PSTN-based call center are not enough for the customer``s needs in Internet Shopping Mall. In this thesis, we design a call center for Internet shopping mall, Internet-Based Multimedia Call Center (IMC), and develop a prototype system of IMC-1. And for adoption of IMC into the real world, we design IMC-2. For the design and development of IMC, we 1) Analyze the current call center 2) Define additional functions or services needed for customers in Internet Shopping Mall. IMC is composed of two parts: Internet Multimedia Dialogue System and Agent Assisting System. Internet Multimedia Dialogue System is an alternative of ARS or IVR service of the existing call center. Image services, Web Page service, is included in Internet Multimedia Dialogue System and the voice service is also provided on the Internet. Agent Assisting System is a posterior service than Internet Multimedia Dialogue System. Agent Assisting System is composed of agent group selection, agent selection, customer information screen pop, Web page pop and the initiative controlling, Internet Phone connection, and call routing. All services of IMC are based on the Internet, not PSTN. But for this, development of network bandwidth of the Internet and compression technology of data enough for voice communication must be preceded.