Modeling and simulation of a pacing engine for proactive campaigns in contact center environment

Authors:
Nikolay Korolev;Herbert Ristock;Nikolay Anisimov
Affiliations:
Genesys Telecommunications Laboratories (an Alcatel-Lucent company);Genesys Telecommunications Laboratories (an Alcatel-Lucent company);Genesys Telecommunications Laboratories (an Alcatel-Lucent company)
Venue:
Proceedings of the 2008 Spring simulation multiconference
Year:
2008

Citing 4
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Abstract

Proactive contact campaigns play a growing role in modern contact centers. Their traditional usage as a telemarketing tool now is widely extended to different types of service notifications. In this paper we describe the most common model of a proactive telephone contact campaign, suggest several methods of its pacing algorithm and present simulation results.