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Towards Agent-Oriented Approach to a Call Management System

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Information Systems Development

Abstract

There is more chance of a completed sale if the end customers and relationship managers are suitably matched. This in turn can reduce the number of calls made by a call centre reducing operational costs such as working time and phone bills. This chapter is part of ongoing research aimed at helping a CMC to make better use of its personnel and equipment while maximizing the value of the service it offers to its client companies and end customers. This is accomplished by ensuring the optimal use of resources with appropriate real-time scheduling and load balancing and matching the end customers to appropriate relationship managers. In a globalized market, this may mean taking into account the cultural environment of the customer, as well as the appropriate profile and/or skill of the relationship manager to communicate effectively with the end customer. The chapter evaluates the suitability of a MAS to a call management system and illustrates the requirement analysis phase using i* models.

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Author information

Authors and Affiliations

  1. School of Information Systems and Technology, University of Wollongong, Wollongong, NSW, Australia

    Amir Nabil Ashamalla & Ghassan Beydoun

  2. School of Information Systems, Technology and Management, University of New South Wales, Sydney, NSW, Australia

    Graham Low

Authors
  1. Amir Nabil Ashamalla
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  2. Ghassan Beydoun
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  3. Graham Low
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Corresponding author

Correspondence to Ghassan Beydoun .

Editor information

Editors and Affiliations

  1. Durham University, Durham, DH1 3LE, United Kingdom

    William Wei Song

  2. , School of Information Technology, Jiangxi University of Finance and Econom, Nanchang, 330013, Jiangxi, China, People's Republic

    Shenghua Xu

  3. Finance & Economics, School of Information Management, Jiangxi University of, Fenglin Rd., Nanchang, 330013, Jiangxi, China, People's Republic

    Changxuan Wan

  4. UFIDA Software Technology College, Jiangxi University of Finance & Economic, Fenglin Rd., Nanchang, 330013, Jiangxi, China, People's Republic

    Yuansheng Zhong

  5. College of Business & Economics, Dept. Information Technology &, Boise State University, Univesity Dr. 1910, Boise, 83725-1615, Idaho, USA

    Wita Wojtkowski

  6. College of Business & Economics, Dept. Information Technology &, Boise State University, Univesity Dr. 1910, Boise, 83725-1615, Idaho, USA

    Gregory Wojtkowski

  7. Fac. Information Technology, Monash University, Clayton, 3800, Victoria, Australia

    Henry Linger

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© 2011 Springer Science+Business Media, LLC

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Ashamalla, A.N., Beydoun, G., Low, G. (2011). Towards Agent-Oriented Approach to a Call Management System. In: Song, W., et al. Information Systems Development. Springer, New York, NY. https://doi.org/10.1007/978-1-4419-7355-9_29

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  • DOI: https://doi.org/10.1007/978-1-4419-7355-9_29

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  • Publisher Name: Springer, New York, NY

  • Print ISBN: 978-1-4419-7205-7

  • Online ISBN: 978-1-4419-7355-9

  • eBook Packages: Computer ScienceComputer Science (R0)

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