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Talks & Seminars
The ABCs of Call Centers
John Klein, Chief Architect, Avaya
Date & Time: June 12, 2006 11:30
Venue: SIC 301, KReSIT
Abstract:
The ABCs of Call Centers - How Architecture, Business Goals, and Current Technology have driven change in Call Center Systems In IT systems, there is a 3-way relationship between business goals, current enabling technology, and architecture. Changes to any one of the factors drive changes in the others. This talk looks at how these relationships have evolved in the domain of Call Centers. Disruptions in the enabling technology in the late 1990's included maturity of enterprise-class Voice-over-IP (VoIP) and the availability of low-cost, high bandwidth intercontinental data links. In response to these disruptions, businesses created new approaches to managing customer interactions, leveraging on off-shoring to reduce labor costs and to provide "follow-the-sun" availability. In turn, call center architectures have shifted from locally-deployed call processing nodes networked together, to delivering call processing as an application out of centralized data centers. The focus of this talk will be on the architecture evolution, and how architecture changes have reprioritized the quality attributes of the solution. This talk is based on the speaker's experience leading the architecture shift of several call center products as this cycle has played out over the past 8 years.
Speaker Profile:
John Klein has been developing software for more than 20 years. As Chief Architect for Avaya's Communications Applications Division, his responsibilities include the creation and enhancement of the Customer Interaction Software Product Line architecture. Prior to that, John was a software architect at Quintus, where he designed the first commercially successful multi-channel integrated contact center product and managed the technology integration of the product portfolio as Quintus acquired two other companies. Before joining Quintus, John worked for several companies in the video conferencing and video networking industry. John began his professional career at Raytheon, where he developed hardware and software solutions for radar signal processing, multi-spectral image processing, and parallel processing architectures and algorithms. He holds a BE degree from the Stevens Institute of Technology, and a ME degree from Northeastern University. John is a member of the ACM and IEEE Computer Society. John can be reached at john.klein@computer.org.
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