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A Multi-channel Communication Framework

  • Conference paper
ICT in Education, Research, and Industrial Applications (ICTERI 2012)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 347))

Abstract

We present a modular framework for a business-to-customer communication service integrating several communication channels. Using such a service it is possible to find hidden relationships between messages and thus collect more customer-related data. The framework core is a message-conversion engine capable of converting channel-independent abstract messages into concrete messages and vice-versa. The conversion process is context-dependent. The context consists of formally described communication channel characteristics and user preferences. The framework is based on semantic technologies due to a balance between their expressive power, reasoning properties, and existence of production-quality tools. This chapter describes the multi-channel communication framework with relation to its components. Among others we discuss message conversion and channel selection.

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References

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Author information

Authors and Affiliations

  1. University of Jyväskylä, P.O. Box 35, Agora, FI-40014, Jyväskylä, Finland

    Michal Nagy

Authors
  1. Michal Nagy
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Editor information

Editors and Affiliations

  1. Department of Information Technologies, Zaporozhye National University, 66 Zhukovskogo st, 69600, Zaporozhye, Ukraine

    Vadim Ermolayev

  2. Mayr Application Engineering, Alpen-Adria University Klagenfurt, Universitätsstrasse 65, 9020, Klagenfurt, Austria

    Heinrich C. Mayr

  3. Department of Theory and Technology of Programming, National Taras Shevchenko University of Kyiv, 64, Volodymyrska Street, 01033, Kyiv, Ukraine

    Mykola Nikitchenko

  4. Kherson State University, 40-rokiv, Zhovtnya st. 27, 73000, Kherson, Ukraine

    Aleksander Spivakovsky

  5. School of Mathematics and Mechanics, Karazin Kharkiv National University, 4 Svobody Sqr, 61022, Kharkov, Ukraine

    Grygoriy Zholtkevych

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Nagy, M. (2013). A Multi-channel Communication Framework. In: Ermolayev, V., Mayr, H.C., Nikitchenko, M., Spivakovsky, A., Zholtkevych, G. (eds) ICT in Education, Research, and Industrial Applications. ICTERI 2012. Communications in Computer and Information Science, vol 347. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-35737-4_5

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  • DOI: https://doi.org/10.1007/978-3-642-35737-4_5

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-35736-7

  • Online ISBN: 978-3-642-35737-4

  • eBook Packages: Computer ScienceComputer Science (R0)

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