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IBM Systems Journal
Online Game Technology   Volume 45, Number 1, 2006
Table of contents: HTMLPDF This article: HTMLPDF   Copyright info

A context-aware smart-call-center solution: Improving customer service for online games - References

 by L. Luo,
J. Liu,
L. Shao,
W. Lu,
and M. Ye
Cited references

  1. Transformation in the Contact Center Environment, IBM Business Consulting Services (2004), http://www-1.ibm.com/services/us/bcs/pdf/g510-3642-contact-center-trends.pdf.
  2. IBM Call Center Continuity Services, http://www-1.ibm.com/services/us/index.wss/offering/bcrs/a1000262.
  3. Cisco IP Contact Center Enterprise Edition, Solution Reference Network Design (June 2005), http://www.cisco.com/application/pdf/en/us/guest/netsol/ns268/c649/
    ccmigration_09186a00803fecb5.pdf    .
  4. 2004 China Online Game Research Report, (in Chinese), iResearch, http://www.iresearch.com.cn/online_game/detail_free.asp?id=11653.
  5. Shanda Entertainment (2005), http://www.snda.com/.
  6. “Customer Service: The Key to the Success of Online Games,” (in Chinese), http://games.sina.com.cn/newgames/2003/09/09246058.shtml.
  7. Q. Ren and X. Yang, “Analysis of the Development of the Chinese Online Game Industry,” Online publication (2004), http://www.mindtrek.org/liitetiedostot/materiaalit_editori/142.pdf.
  8. H. Bernett and M. L. Jaramillo, “Assessing Web-Enabled Call Center Technologies,” IT Professional 3, No. 3, pp. 24–30 (May 2001).
  9. G. Koole, “Performance Analysis and Optimization in Customer Contact Centers,” Proceedings of the First International Conference on the Quantitative Evaluation of Systems (QEST'04), IEEE Computer Society Press, Los Alamitos, CA (2004), pp. 2–5, http://www.math.vu.nl/~koole/articles/qest04/.
  10. J. Rosenberg, H. Schulzrinne, G. Camarillo, A. Johnston, J. Peterson, R. Sparks, M. Handley, and E. Schooler, SIP: Session Initiation Protocol, RFC 3261, Internet Engineering Task Force (2002), http://www.ietf.org/rfc/rfc3261.txt?number=3261.
  11. J. Rosenberg, J. Peterson, H. Schulzrinne, and G. Camarillo, Best Current Practices for Third Party Call Control (3pcc) in the Session Initiation Protocol (SIP), RFC 3725, Internet Engineering Task Force (2004), http://www.ietf.org/rfc/rfc3725.txt?number=3725.
  12. G. Koolel and A. Mandelbaum, Quantitative Management of Call Centers, Vrije Universiteit, Amsterdam, Department of Mathematics, http://www.cs.vu.nl/obp/callcenters.
  13. Telecom Traffic Online, Westbay Engineers, Ltd., http://www.erlang.com.
  14. CallVusion DSS, OBP Decision Support Systems, Vrije Universiteit, Amsterdam, Department of Mathematics, http://www.cs.vu.nl/~obpdss/obpdss.php?action=info&subject=callVusion.


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