In this paper, we consider mathematical models for analysis and optimization of call centers
of modern architecture having a self-service facility on the base of computer speech …

The last twenty years of computer integration significantly changed the process of service in
a call center service systems. Basic building modules of classical call centers–a switching …

We construct and study a model of arrival and servicing of calls in modern contact centers.
The model takes into account that servicing staff divides into operators and consultants, that …

This article is devoted to modern computer speech technology in queuing systems for the
population. Problems of working out of the effective and convenient speech interface …

В настоящее время во всех странах, включая Россию, происходит бурное развитие
рынка центров обслуживания вызовов. Практически все крупные компании выбрали …

The paper presents a new model of a multiservice queueing system with limited queue and
state-dependent dynamic resource sharing of the server between individual classes of calls …

Computer simulation of stationary distribution of states in a call center for a two-channel RQ
system with exchange of requests is presented. Such systems are becoming increasingly …

With the increase of the call center business and the equipment update, the Interactive Voice
Response Units (IVRU) become widely used in call centers. This research investigated two …

The paper considers the model of a call center in the form of a multi-server queueing system
with Poisson arrivals and an unlimited waiting area. In the model under consideration …

A mathematical model for the receipt and servicing of applications in a modern call-center in
the form of a queuing system with impatient requests has been developed and investigated …