About Contact Help us

HCI, User Experience, Information Architecture, Usability, and more

“Thank you for making great encyclopedia articles free to al”

---Jean Baker

Last 3 Donors

1. Stephen J. Kidd

2. Maria Hull

3. Rosemary J. Bennett

...more generous donors

Support us

Funding progress for 2010:

References

Authors

Nikolay Anisimov

Printer-friendly

How to cite

Nikolay Anisimov

Dr.

Personal Homepage:
fiztech-usa.net/anisimov/

About the author:
No description available of Nikolay Anisimov...

ADD DESCRIPTION

← Button will not work: You have not enabled Javascript. How do I enable it?

ADD PUBLICATION

← Button will not work: You have not enabled Javascript. How do I enable it?

SHARE YOUR RESEARCH

← Button will not work: You have not enabled Javascript. How do I enable it?

Publications by Nikolay Anisimov (bibliography)

» 2008 «

Edit | Del

Korolev, Nikolay, Ristock, Herbert and Anisimov, Nikolay (2008): Modeling and Simulation of a Pacing Engine for Proactive Campaigns in Contact Center Environment. In: Zaluski, Marek (ed.) Business and Industry Symposium BIS April 14 -17, 2008, Ottawa, Canada. pp. 249-255. Available online

“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. ”

Copyrights may apply

» 2007 «

Edit | Del

Anisimov, Nikolay, Galvin, Brian and Ristock, Herbert (2007): XML-based multimodal interaction framework for contact center applications. In: Proceedings of the 2007 International Conference on the World Wide Web 2007. pp. 1349-1350. Available online

“In this paper, we consider a way to represent contact center applications as a set of multiple XML documents written in different markups including VoiceXML and CCXML. Applications can comprise a dialog with IVR, call routing and agent scripting functionalities. We also consider ways how such applications can be executed in run-time contact center environment.”

Copyrights may apply

Edit | Del

Anisimov, Nikolay, Galvin, Brian and Ristock, Herbert (2007): XML based Framework for Contact Center Applications. In: 3rd International Conference on Web Information Systems and Technologies (WEBIST 2007) March 3-6, 2007, Barcelona, Spain. pp. 443-450. Available online

“W3C languages, VoiceXML and CCXML all play an important role in contact centers (CC) by simplifying the creation of CC applications. However, they cover only a subset of contact center functions, such as simple call control and interactive voice response (IVR) with automatic speech recognition. We discuss ways to complement VoiceXML and CCXML in order to cover all necessary contact center functions required to script end-to-end interactions in a consistent and seamless way. For this purpose we introduce an XML forms-based framework called XContact comprising the CC platform and applications, multi-script and multi-browsing, and interaction data processing. We also discuss how routing as a key CC capability can be scripted/captured within such framework in order to demonstrate the overall approach.”

Copyrights may apply

» 1999 «

Edit | Del

Anisimov, Nikolay, Kishinski, Konstantin and Miloslavski, Alec (1999): Formal Model, Language and Tool for Design Agent's Scenarios in Call Center Systems. In: Proceedingd of the 32nd Hawaii International Conference on System Sciences (HICSS-99) January 4-8, 1999, Maui, Hawaii, USA. pp. 1-9. Available online

“During the last few years there continues to be remarkable growth in telephone call-center systems. There are many appli-cations of call-centers in different areas of business such as in telemarketing, insurance, customer service, electronic com-merce, etc. Moreover, in some cases it is reasonable to think of a call-center as an integrated part of a whole business sys-tem responsible for the telephone interface with the outside world. Typically, a call center consists of a set of operators, called agents, who process inbound calls from clients. Call processing may involve the use of computer systems (e.g. data-base), other devises (e.g. fax-machines, interactive voice response units) as well as communication with other agents (e.g. deliver a call to more qualified agent, making a consulted call). The call processing may also produce outbound calls. The treatment of each call being processed is heavily regulated by scenarios called scripts which are specially designed for specific kinds of the calls. The design of such scripts is one of the main problems in call center maintenance. To cope with this problem we need special tools, i.e., scripting language, corresponding editor, related environment. In this paper we present an ongoing project aimed at the design of such a platform. We introduce a Petri net-based model for formal repre-sentation of scripts and a logical structure of the call center. The model, called script-net, is based on object-oriented Petri net dialect belonging to a class of high-level Petri nets. In particular, the model allows one to formally represent scripts, their communication with agents and other resources, exception handling, time constrains. We also consider some imple-mentation issues. In particular, we outline a visual iconic language specially designed for script specification. The seman-tics of the language is based on script-nets. An agent of the call center can be perceived as a specific resource which is implemented with the aid of Internet/Intranet technology. To illustrate the use of suggested tools, some typical examples of scripts are presented including scenarios for inbound and outbound telemarketing.”

Copyrights may apply

Edit | Del

Anisimov, Nikolay, Kishinski, Konstantin and Miloslavski, Alec (1999): Formal Model, Language and Tools for Design Agent's Scenarios in Call Center Systems. In: HICSS 1999 1999. . Available online

» 1998 «

Edit | Del

Anisimov, Nikolay, Miloslavski, Alec and Pogosyants, Greg (1998): Feature Interaction Problem in Computer Telephony Integration Systems. In: "Feature Interactions in Telecommunications and Software systems V". IOS Press pp. 73-77

“In this paper we describe an ongoing project aimed at investigating the impact of feature interaction problems on computer telephony integration (CTI). As a representative and sophisticated example of CTI we use a call center. We outline a typical structure of a callcenter that comprises computing and telephony equipment, software and personnel. We then discuss the specific features of call centers to show how they influence the feature interaction issue in a new framework. We also discuss possible ways to cope with feature interaction problems on three levels: the requirement, specification and implementation levels. In particular we stress the need to flexibly specify a manipulation with telephone features during a call processing and suggest using a graphical icon language to specify call center operator behavior.”

Copyrights may apply

ADD PUBLICATION

← Button will not work: You have not enabled Javascript. How do I enable it?

SHOW THIS LIST ON YOUR HOMEPAGE

What do YOU think?

Give us your opinion! Do you have any comments/additions
that you would like other visitors to see?

You say: Mar 20th, 2010

Be the first to add a thoughtful note to this page !

Changes to this page (author)

17 Feb 2010: Enabled abstracts to be shown on Nikolay Anisimov's author page.
01 Feb 2010: Article in book (book chapter) was added to the page (approved by an editor)

01 Feb 2010: Author was added to the bibliography (approved by an editor)
12 Jun 2009: Author was edited
26 Aug 2008: Conference Article was added to the page (approved by an editor)
26 Aug 2008: Author was added to the bibliography (approved by an editor)
06 Nov 2007: Conference Article was added to the page (approved by an editor)
06 Nov 2007: Author was added to the bibliography (approved by an editor)
05 Nov 2007: Page was edited
04 Nov 2007: Conference Article was added to the page (approved by an editor)
04 Nov 2007: Author was added to the bibliography (approved by an editor)
25 Jul 2007: Author was added to the bibliography

Publication statistics

Publication period:1998-2008
Publication count:6
Number of co-authors:6

Productive colleagues

Nikolay Anisimov's 3 most productive colleagues in number of publications:

Herbert Ristock:3
Alec Miloslavski:3
Konstantin Kishinski:2

Collaboration count

Number of publications with 3 favourite co-authors:

Herbert Ristock:3
Alec Miloslavski:3
Konstantin Kishinski:2

Other options

Learn more about Nikolay Anisimov:
- Google Scholar
- ACM
- CSB

Conference Calendar

Mar 21

WritersUA Conf. for Software User Assistance

Mar 22

UX People

Mar 22

ETRA '10 - Eye Tracking Research & Applications Symp.

Mar 20

“ Computer programs emerge as the outcome of complex human processes of cognition, communication and negotiation, which serve to establish the meaningful embedding of the computer system in its intended use context. ”

-- Floyd, 1992, p. 24 ”

Share this quote on...
Get more quotes

Eva Hornecker on Tangible Interaction

Eva Hornecker explains the evolving concept of Tangible Interaction.

Read Eva's insightful entry here..

Help us help you!

Spread the word:
Donate
Other ways to help

Last 3 Donors

Support us

Nikolay Anisimov

Dr.

Publications by Nikolay Anisimov (bibliography)

» 2008 «

» 2007 «

» 1999 «

» 1998 «

What do YOU think?

Changes to this page (author)

Publication statistics

Productive colleagues

Collaboration count

Other options

Conference Calendar

Eva Hornecker on Tangible Interaction

Help us help you!

Page information