Design and Implementation of Fault-Tolerant IVR for Multi-Channel Service


Yun-Ki Han, Yong-Wan Koo, Journal of Information Processing Systems Vol. 9, No. 3, pp. 103-118, Jun. 2008  


Keywords: Customer Response service, fault-tolerant, Real-Time, CRM, CTI
Fulltext:

Abstract

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.


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Cite this article
[APA Style]
Han, Y. & Koo, Y. (2008). Design and Implementation of Fault-Tolerant IVR for Multi-Channel Service. Journal of Internet Computing and Services, 9(3), 103-118.

[IEEE Style]
Y. Han and Y. Koo, "Design and Implementation of Fault-Tolerant IVR for Multi-Channel Service," Journal of Internet Computing and Services, vol. 9, no. 3, pp. 103-118, 2008.

[ACM Style]
Yun-Ki Han and Yong-Wan Koo. 2008. Design and Implementation of Fault-Tolerant IVR for Multi-Channel Service. Journal of Internet Computing and Services, 9, 3, (2008), 103-118.