BT Technology Journal

, Volume 24, Issue 1, pp 86–95 | Cite as

Customer-engineer relationship management for coverged communications service providers

  • H Lee
  • P Milhailescu
  • J W Shepherdson
  • M A Silburn
  • Y Z Wei


Thanks to the advent of converged communications services (often referred to as ‘triple play’), the next generation service engineer will need radically different skills, processes and tools from today’s counterpart. Why? In order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be ’smart’ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of service engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed.


Information System Service Provider Communication Network User Interface Communication Service 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Roseman M and Bassir M: ’Customer Relationship Management’, SAPIENT College: Process Management (2000) — http://www.
  2. 2.
    Parvatiyar A and Sheth J N: ’Customer Relationship Management: Emerging Practice, Process, and Discipline’, Journal of Economic and Social Research, 3, No 2, pp 1–34 (2002).Google Scholar
  3. 3.
    Venkataramana V and Somayajulu G: ’Customer Relationship Management — A Key Success Factor For Telecom Sector’, Journal of Telecom Finance and Management, 51, No 1, pp 41–45 (2002).Google Scholar
  4. 4.
    Garwood G J: ’Work Manager’, BT Technol J, 15, No 1, pp 58–68 (January 1997).CrossRefGoogle Scholar
  5. 5.
    Schmidt A, Lauff M and Beigl M: ’Handheld CSCW’, Proceedings of Workshop on Handheld CSCW at CSCW ’98, Seattle (1998) —
  6. 6.
    Lee H, Mihailescu P, and Shepherdson J W: ’Multi-Agent Technology as an Enabler of Computer Supported Cooperative Work for the Mobile Workforce’, Lecture Notes in Artificial Intelligence (SCIE), No 3191, pp 183–198 (2004).Google Scholar
  7. 7.
    Berger M, Buckland B, Bouzid M, Lee H, Lhuillier N, Olpp, D, Picault J and Shepherdson J W: ’An Approach to Agent-based Service Composition and its Application to Mobile Business Processes’, IEEE Transactions on Mobile Computing (SCIE), 2, No 3, pp 197–206 (2003).CrossRefGoogle Scholar
  8. 8.
    Lee H, Mihailescu P and Shepherdson J W: ’TeamWorker: An Agent-based Support System for Mobile Task Execution’, in Calisti M, Klusch M and Unland R (Eds): ‘Software Agent Technologies — Applications and Prototypes II’, Whitestein Series (2005).Google Scholar
  9. 9.
    Lee H, Buckland M and Shepherdson J W: ’A multi-agent system to support location-based group decision making in mobile teams’, BT Technol J, 21, No 1, pp 105–113 (2003).CrossRefGoogle Scholar
  10. 10.
    ’ERIC takes the rough with the smooth’, BT Today (July 2005).Google Scholar
  11. 11.
    Harrison M and Bull P: ’Managing broadband home networks’, BT Technol J, 24, No 1, pp 79–85 (January 2006).Google Scholar
  12. 12.
    Lee H, Mihailescu P and Shepherdson J W: ’Conversational Component-based Open Multi-agent Architecture for Flexible Information Trade’, Lecture Notes in Artificial Intelligence (SCIE), No 2782, pp 109–116 (2003).Google Scholar
  13. 13.
    Papazoglou M P and Georgakopoulos D: ’Service-Oriented Computing’, Communications of the ACM, 46, No 10, pp 24–28 (2003).CrossRefGoogle Scholar
  14. 14.
    Thint M, Case S and Azvine B: ’Soft Computing and Personal Information Provision’, in Nikravesh M et al (Eds): ‘Enhancing the Power of the Internet’, Springer (2003).Google Scholar
  15. 15.
    Chou J and Simerly T: ’How DLNA and UPnP will enable easy home video networks’, Streaming Media DSP Group, Texas Instruments Inc — articleId=170701703&pgno=2
  16. 16.
    Nguyen D et al: ’Delivering services by building and running virtual organisations’, BT Technol J, 24, No 1, pp 141–152 (Janaury 2006).Google Scholar
  17. 17.
    Nissen M E: ’Beyond electronic disintermediation through multiagent systems’, Logistics Information Management, 14, No 4, pp 256–275 (2001).CrossRefGoogle Scholar
  18. 18.
    Li Y et al: ’Self-service reservation in the fieldforce’, BT Technol J, 24, No 1, pp 40–47 (January 2006).Google Scholar
  19. 19.
    Hu J and Grefen P: ’Component Based System Framework for Dynamic B2B Interaction’, Proceedings of 26th Annual International Computer Software and Applications (2002), Dept of Computer Science, Twente University, Enschede, Netherlands, IEEE Computer Society, pp 557–62 (2002).Google Scholar

Copyright information

© Springer Science+Business Media, Inc. 2006

Authors and Affiliations

  • H Lee
  • P Milhailescu
  • J W Shepherdson
  • M A Silburn
  • Y Z Wei

There are no affiliations available

Personalised recommendations