| Author: | Moon, B. Lee, J. Lee, K. |
| Title: | A next generation multimedia call center for Internet commerce: IMC |
| Journal: | Journal of Organizational Computing and Electronic Commerce
2000 : VOL. 10:4, p. 227-240 |
| Index terms: | INTERNET COMPUTERS TELEPHONE INDUSTRY |
| Language: | eng |
| Abstract: | Human assistance, as well as automated service, is necessary for providing more convenient services to customers on the Internet-based commerce system. Call centers have been typically human-based service systems. However, the services of existing public switched telephone network-based call centers are not enough to meet the needs of customers on the Internet. Most of them have been designed without considering the interaction involved in shopping on the Internet. |
SCIMA