Web-enabled voice over IP call center an open source based implementation

Abstract

This paper describes the concept and open source based implementation for combining Internet commerce solutions and World- Wide Web access to information (e.g., Internet and telephone banking) with a voice call button that allows immediate access to a call center agent from any PC over a single network connection via voice over IP. A specialstrength of this integrated solution is that it is context sensitive. Hence, it allows a kind of collaborative browsing where customer and agent work synchronously with the same document. We call this a “Web-enabled voice over IP call center”.