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General Information
    • ISSN: 2010-3689
    • Frequency: Bimonthly (2011-2014); Monthly (Since 2015)
    • DOI: 10.18178/IJIET
    • Editor-in-Chief: Prof. Dr. Steve Thatcher
    • Executive Editor: Ms. Nancy Y. Liu
    • Abstracting/ Indexing: EI (INSPEC, IET), Electronic Journals Library, Google Scholar, Crossref and ProQuest
    • E-mail: ijiet@ejournal.net
Editor-in-chief
Prof. Dr. Steve Thatcher
University of South Australia, Australia
It is my honor to be the editor-in-chief of IJIET. The journal publishes good papers which focous on the advanced researches in the field of information and education technology. Hopefully, IJIET will become a recognized journal among the scholars in the filed of information and education technology.
IJIET 2012 Vol.2(4): 407-411 ISSN: 2010-3689
DOI: 10.7763/IJIET.2012.V2.165

An Advanced Commercial Contact Center Based on Cloud Computing

Li Pengyu, Chen Xin, Zhang Guoping, Zhang Boju, and Huang Daochao

Abstract—With the rapid development of cloud computing and information technology, traditional contact center no longer satisfies the company’s growth. Meanwhile, the new concept which focused on the needs of customers and services requires a much advanced contact center. Based on the technologies of cloud computing, Next Generation Network (NGN) and distributed technology, we first discusses the architecture of our advanced contact center, and then proposes the logic relationship of communication entities as well as a further design of centralized prototype for multimedia services and standard Session Initiation Protocol (SIP). So as to support typical calling process services, our approach includes two related examples; also, we design a typical signaling process for different services among involved network entities. Finally, we analyze the features and deployment applications of this novel cloud contact center.

Index Terms—Contact center, cloud computing, next generation network, multimedia.

Li Pengyu, Zhang Guoping and Zhang Boju are with Beijing Huiyuan Jiyun Information Technology Corporation, Beijing, China (e-mail: maxlipengyu@ gmail.com).
Chen Xin is with North Carolina State University, Raleigh, USA
Huang Daochao is with Beijing Jiaotong University, Beijing, China.

[PDF]

Cite: Li Pengyu, Chen Xin, Zhang Guoping, Zhang Boju, and Huang Daochao, "An Advanced Commercial Contact Center Based on Cloud Computing," International Journal of Information and Education Technology vol. 2, no. 4, pp. 407-411, 2012.

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