BT Technology Journal
A Multi-Agent System to Support Location-Based Group Decision Making in Mobile Teams
BT Technology Journal
Component Based System Framework for Dynamic B2B Interaction
COMPSAC '02 Proceedings of the 26th International Computer Software and Applications Conference on Prolonging Software Life: Development and Redevelopment
An Approach to Agent-Based Service Composition and Its Application to Mobile Business Processes
IEEE Transactions on Mobile Computing
Introduction: Service-oriented computing
Communications of the ACM - Service-oriented computing
Self-service reservation in the fieldforce
BT Technology Journal
Managing broadband home networks
BT Technology Journal
Delivering services by building and running virtual organisations
BT Technology Journal
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Thanks to the advent of converged communications services (often referred to as `triple play'), the next generation service engineer will need radically different skills, processes and tools from today's counterpart. Why? In order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be 'smart' and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of service engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed.