As the demand on online services and cloud computing has kept increasing in recent years, the power usage and cost associated with cloud data centers’ operation have been uprising significantly. Most existing research focuses on reducing power consumption of data centers. However, the ultimate goal of cloud service operators is to reduce the total operating cost of data centers while guaranteei...

In the Korean express delivery service market, many companies have been striving to extend their own market share and interested in collaboration through sharing resources such as line-haul vehicles and service centers. Collaboration has recently attracted a great deal of attention as an effective way to secure competitive advantage for companies with limited resources. Some companies operate l...

For many companies, call centers have become a primary way of communicating with their customers. Most organizations with customer contact -private companies, as well as government and emergency serviceshave reengineered their infrastructure to include call centers, either internally managed or outsourced. The call centers thus form an important and a vast service industry, employing roughly 3-...

This paper shows how time dependent priorities can be applied to providing service assurance in a call center. The main contribution of this paper is the transfer of several results derived in the field on Proportional Differentiated Services (Internet Quality of Service) to application in the research field of Call Center technology. Further, it addresses some specific aspects of application t...

Poison information centers provide telephone advice on the treatment of poisonings to the lay public and medical professionals. In general, the services of a poison center are provided freely to the caller. However, poison center services are labor intensive and expensive since most poison centers utilize medical professionals to provide service and are available for consultation 24 hours/day. ...

Call centers are modern service networks in which agents provide services to customers via telephones. They have become a primary contact point between service providers and their customers. Inbound call centers take calls that are initiated by customers. Examples include phone operations that support reservation and sales for hotels, airlines, and car rental companies, as well as service cente...

Cloud computing is an area that is rapidly gaining popularity in both academia and industry. Cloud-Analyst is useful tool to model and analyze cloud computing environment and applications before actual deployment of cloud products. Service broker controls the traffic routing between user bases and data centers based on different service broker policies. Service proximity based routing policy se...