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1
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IBM Business Consulting Services
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(2004)
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2
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85039359671
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IBM Call Center Continuity Services
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3
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85039356113
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Cisco IP Contact Center Enterprise Edition, Solution Reference Network Design (June)
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Cisco IP Contact Center Enterprise Edition, Solution Reference Network Design (June 2005), http://www.cisco.com/application/pdf/en/us/guest/ netsol/ns268/c649/ccmigration_09186a00803fecb5.pdf.
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(2005)
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4
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85039361548
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(in Chinese), iResearch
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4 China Online Game Research Report (in Chinese), iResearch, http://www.iresearch.com.cn/online_game/detail_free.asp?id=11653.
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2004 China Online Game Research Report
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5
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Shanda Entertainment
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Shanda Entertainment (2005), http://www.snda.com/.
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(2005)
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6
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"Customer Service: The Key to the Success of Online Games"
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(in Chinese)
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"Customer Service: The Key to the Success of Online Games," (in Chinese), http://games.sina.com.cn/newgames/2003/09/09246058.shtml.
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7
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"Analysis, of the Development of the Chinese Online Game Industry"
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Online publication
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Q. Ren and X. Yang, "Analysis of the Development of the Chinese Online Game Industry," Online publication (2004), http://www.mindtrek.org/liitetiedostot/materiaalit_editori/142.pdf.
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(2004)
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Ren, Q.1
Yang, X.2
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8
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"Assessing Web-Enabled Call Center Technologies"
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H. Bernett and M. L. Jaramillo, "Assessing Web-Enabled Call Center Technologies," IT Professional 3, No. 3, pp. 24-30 (May/June 2001).
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Bernett, H.1
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9
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"Performance Analysis and Optimization in Customer Contact Centers"
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IEEE Computer Society Press, Los Alamitos, CA
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G. Koole, "Performance Analysis and Optimization in Customer Contact Centers," Proceedings of the First International Conference on the Quantitative Evaluation of Systems (QEST'04), IEEE Computer Society Press, Los Alamitos, CA (2004), pp. 2-5, http://www.math.vu.nl/~koole/ articles/qest04/.
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(2004)
Proceedings of the First International Conference on the Quantitative Evaluation of Systems (QEST'04)
, pp. 2-5
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Koole, G.1
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10
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Internet Engineering Task Force
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J. Rosenberg, H. Schulzrinne, G. Camarillo, A. Johnston, J. Peterson, R. Sparks, M. Handley, and E. Schooler, SIP: Session Initiation Protocol, RFC 3261, Internet Engineering Task Force (2002), http://www.ietf.org/ rfc/rfc3261.txt?number=3261.
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(2002)
SIP: Session Initiation Protocol, RFC 3261
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Rosenberg, J.1
Schulzrinne, H.2
Camarillo, G.3
Johnston, A.4
Peterson, J.5
Sparks, R.6
Handley, M.7
Schooler, E.8
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11
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33646596074
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Internet Engineering Task Force
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J. Rosenberg, J. Peterson, H. Schulzrinne, and G. Camarillo, Best Current Practices for Third Party Call Control (3pcc) in the Session Initiation Protocol (SIP), RFC 3725, Internet Engineering Task Force (2004), http://www.ietf.org/rfc/rfc3725.txt?number=3725.
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(2004)
Best Current Practices for Third Party Call Control (3pcc) in the Session Initiation Protocol (SIP), RFC 3725
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Rosenberg, J.1
Peterson, J.2
Schulzrinne, H.3
Camarillo, G.4
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13
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85039356522
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Telecom Traffic Online, Westbay Engineers, Ltd
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Telecom Traffic Online, Westbay Engineers, Ltd., http://www.erlang.com.
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14
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85039346766
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Vrije Universiteit, Amsterdam, Department of Mathematics
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CallVusion DSS, OBP Decision Support Systems, Vrije Universiteit, Amsterdam, Department of Mathematics, http://www.cs.vu.nl/~obpdss/ obpdss.php?action=info&subject=callVusion.
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CallVusion DSS, OBP Decision Support Systems
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