Abstract
This paper describes the concept and open source based implementation for combining Internet commerce solutions and World- Wide Web access to information (e.g., Internet and telephone banking) with a voice call button that allows immediate access to a call center agent from any PC over a single network connection via voice over IP. A specialstrength of this integrated solution is that it is context sensitive. Hence, it allows a kind of collaborative browsing where customer and agent work synchronously with the same document. We call this a “Web-enabled voice over IP call center.”
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© 2001 Springer-Verlag Berlin Heidelberg
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Kuhlins, S., Gutacker, D. (2001). Web–Enabled Voice over IP Call Center. In: Networking — ICN 2001. ICN 2001. Lecture Notes in Computer Science, vol 2094. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-47734-9_58
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DOI: https://doi.org/10.1007/3-540-47734-9_58
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-42303-4
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