Implementing Cloud Technologies to Optimize Customer Contact Centers Operation

摘要

The purpose of this research is finding novel ways to make customer contact centers work more efficiently with the help of cloud technologies. The goal of the research is reducing average call handle time and time-to-answer in the call centers by introducing the developed cloud-based system. This was achieved by surveying a cohort of contact centers and building a software system which analyzes, presents and improves knowledge access patterns for call center agents.