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Cloud Computing Customer Communication Center

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Trends and Innovations in Information Systems and Technologies (WorldCIST 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1161))

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Abstract

Call centers represent the basis in today’s market. Nowadays, in every enterprise exist a call center which has the main objective to handle client’s issues. This research paper refers to a communication system designed for automatic client interaction, called “Cloud Computing Customer Communication Center”. The communication center comprises: a Unified Communications System (UCS) providing communication channels such as telephony, SMS, email, video, chat, etc.; a Data Processing Server (DPS) which provides support for the operations required by customers and a Voice Interaction Module (VIM) for automatic communication with clients, which consists of a speech recognition module, a speech synthesis module and a dialog management module that communicates through a MRCP (Media Resource Control Protocol) protocol with the Unified Communication System (UCS) and the Data Processing Server (DPS). The “Cloud Computing Customer Communication Center” integrates support modules for platform functionality, such as: redundant power supply, cloud-based LAN/Wi-Fi broadcasting environment, online platform management and various cloud applications.

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Acknowledgements

This work has been supported by a grant of the Ministry of Innovation and Research, POC-5C project.

Author information

Authors and Affiliations

  1. R&D Department, BEIA Consult International, Peroni 16, 041386, Bucharest, Romania

    George Suciu, Romulus Chevereșan, Svetlana Segărceanu, Ioana Petre, Andrei Scheianu & Cristiana Istrate

  2. Telecommunications Department, University POLITEHNICA of Bucharest, Bd. Iuliu Maniu 1-3, 061071, Bucharest, Romania

    George Suciu

Authors
  1. George Suciu
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  2. Romulus Chevereșan
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  3. Svetlana Segărceanu
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  4. Ioana Petre
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  5. Andrei Scheianu
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  6. Cristiana Istrate
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Corresponding author

Correspondence to Ioana Petre .

Editor information

Editors and Affiliations

  1. Departamento de Engenharia Informática, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  2. College of Engineering, The Ohio State University, Columbus, OH, USA

    Hojjat Adeli

  3. FEUP, Universidade do Porto, Porto, Portugal

    Luís Paulo Reis

  4. DIMES, Università della Calabria, Arcavacata, Italy

    Sandra Costanzo

  5. Faculty of Electrical Engineering, University of Montenegro, Podgorica, Montenegro

    Irena Orovic

  6. Universidade Portucalense, Porto, Portugal

    Fernando Moreira

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Suciu, G., Chevereșan, R., Segărceanu, S., Petre, I., Scheianu, A., Istrate, C. (2020). Cloud Computing Customer Communication Center. In: Rocha, Á., Adeli, H., Reis, L., Costanzo, S., Orovic, I., Moreira, F. (eds) Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing, vol 1161. Springer, Cham. https://doi.org/10.1007/978-3-030-45697-9_42

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