Inhabited virtual worlds: a new frontier for interaction design
ACM SIGGROUP Bulletin - Special issue: enterprise modelling: notations and frameworks, ontologies and logics, tools and techniques
Collaboration in multi-modal virtual worlds: comparing touch, text, voice and video
The social life of avatars
Avatars in Networked Virtual Environments
Avatars in Networked Virtual Environments
Bringing People Together-An Infrastructure for Shared Virtual Worlds on the Internet
WET-ICE '97 Proceedings of the 6th Workshop on Enabling Technologies on Infrastructure for Collaborative Enterprises
Property rights, legal issues, and business models in virtual world communities
Electronic Commerce Research
A communications-enabled collaboration platform: work in progress
Principles, Systems and Applications of IP Telecommunications
Feature interaction in a federated communications-enabled collaboration platform
Computer Networks: The International Journal of Computer and Telecommunications Networking
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Online virtual worlds offer exciting new opportunities for enterprises or businesses. To exploit these opportunities enterprises need to find a way to integrate virtual world services with their real-world services, and to exploit virtual worlds rich collaboration environment to offer new or enhanced services. However, there are many challenges to realizing these goals, such as resolving virtual and real identifications, controlling communication sessions between real and virtual world entities, and managing resources in both worlds. In this paper, we study these issues and propose a framework for integrating virtual worlds into enterprise service work flow. We implemented a customer service in a VW contact center that is integrated with corresponding enterprise services. We also present a novel mechanism in virtual worlds that allow users to bring their own resources, along with the contact center resources, and share the resources with other customers or agents to resolve customer issues. Further, we present experiences from our prototype.