{"id":"https://openalex.org/W2069577432","doi":"https://doi.org/10.1007/s11134-010-9193-y","title":"Designing a call center with an IVR (Interactive\u00a0Voice\u00a0Response)","display_name":"Designing a call center with an IVR (Interactive\u00a0Voice\u00a0Response)","publication_year":2010,"publication_date":"2010-10-14","ids":{"openalex":"https://openalex.org/W2069577432","doi":"https://doi.org/10.1007/s11134-010-9193-y","mag":"2069577432"},"language":"en","primary_location":{"id":"doi:10.1007/s11134-010-9193-y","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s11134-010-9193-y","pdf_url":null,"source":{"id":"https://openalex.org/S148503350","display_name":"Queueing Systems","issn_l":"0257-0130","issn":["0257-0130","1572-9443"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Queueing Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5030949544","display_name":"Polyna Khudyakov","orcid":null},"institutions":[{"id":"https://openalex.org/I174306211","display_name":"Technion \u2013 Israel Institute of Technology","ror":"https://ror.org/03qryx823","country_code":"IL","type":"education","lineage":["https://openalex.org/I174306211"]}],"countries":["IL"],"is_corresponding":true,"raw_author_name":"Polyna Khudyakov","raw_affiliation_strings":["Faculty of Industrial Engineering and Management, Technion\u2013Israel Institute of Technology, Haifa, Israel","Faculty of Industrial Engineering and Management, Technion --- Israel Institute of Technology, Haifa, Israel#TAB#"],"affiliations":[{"raw_affiliation_string":"Faculty of Industrial Engineering and Management, Technion\u2013Israel Institute of Technology, Haifa, Israel","institution_ids":["https://openalex.org/I174306211"]},{"raw_affiliation_string":"Faculty of Industrial Engineering and Management, Technion --- Israel Institute of Technology, Haifa, Israel#TAB#","institution_ids":["https://openalex.org/I174306211"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041492923","display_name":"Paul D. Feigin","orcid":"https://orcid.org/0000-0002-5665-0331"},"institutions":[{"id":"https://openalex.org/I174306211","display_name":"Technion \u2013 Israel Institute of Technology","ror":"https://ror.org/03qryx823","country_code":"IL","type":"education","lineage":["https://openalex.org/I174306211"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Paul D. Feigin","raw_affiliation_strings":["Faculty of Industrial Engineering and Management, Technion\u2013Israel Institute of Technology, Haifa, Israel","Faculty of Industrial Engineering and Management, Technion --- Israel Institute of Technology, Haifa, Israel#TAB#"],"affiliations":[{"raw_affiliation_string":"Faculty of Industrial Engineering and Management, Technion\u2013Israel Institute of Technology, Haifa, Israel","institution_ids":["https://openalex.org/I174306211"]},{"raw_affiliation_string":"Faculty of Industrial Engineering and Management, Technion --- Israel Institute of Technology, Haifa, Israel#TAB#","institution_ids":["https://openalex.org/I174306211"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5064921321","display_name":"Avishai Mandelbaum","orcid":"https://orcid.org/0000-0001-6547-802X"},"institutions":[{"id":"https://openalex.org/I174306211","display_name":"Technion \u2013 Israel Institute of Technology","ror":"https://ror.org/03qryx823","country_code":"IL","type":"education","lineage":["https://openalex.org/I174306211"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Avishai Mandelbaum","raw_affiliation_strings":["Faculty of Industrial Engineering and Management, Technion\u2013Israel Institute of Technology, Haifa, Israel","Faculty of Industrial Engineering and Management, Technion --- Israel Institute of Technology, Haifa, Israel#TAB#"],"affiliations":[{"raw_affiliation_string":"Faculty of Industrial Engineering and Management, Technion\u2013Israel Institute of Technology, Haifa, Israel","institution_ids":["https://openalex.org/I174306211"]},{"raw_affiliation_string":"Faculty of Industrial Engineering and Management, Technion --- Israel Institute of Technology, Haifa, Israel#TAB#","institution_ids":["https://openalex.org/I174306211"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5030949544"],"corresponding_institution_ids":["https://openalex.org/I174306211"],"apc_list":{"value":2290,"currency":"EUR","value_usd":2890},"apc_paid":null,"fwci":6.3147,"has_fulltext":false,"cited_by_count":40,"citation_normalized_percentile":{"value":0.96109883,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"66","issue":"3","first_page":"215","last_page":"237"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10575","display_name":"Wireless Communication Networks Research","score":0.9872000217437744,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.9818999767303467,"subfield":{"id":"https://openalex.org/subfields/2208","display_name":"Electrical and Electronic Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/interactive-voice-response","display_name":"Interactive voice response","score":0.7263473272323608},{"id":"https://openalex.org/keywords/call-management","display_name":"Call management","score":0.6855055093765259},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6681855916976929},{"id":"https://openalex.org/keywords/erlang","display_name":"Erlang (programming language)","score":0.6170399188995361},{"id":"https://openalex.org/keywords/queue","display_name":"Queue","score":0.5942001342773438},{"id":"https://openalex.org/keywords/call-control","display_name":"Call control","score":0.5541321039199829},{"id":"https://openalex.org/keywords/queueing-theory","display_name":"Queueing theory","score":0.5399856567382812},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.519027829170227},{"id":"https://openalex.org/keywords/markov-chain","display_name":"Markov chain","score":0.443562775850296},{"id":"https://openalex.org/keywords/telephone-line","display_name":"Telephone line","score":0.44187644124031067},{"id":"https://openalex.org/keywords/telephone-call","display_name":"Telephone call","score":0.4403305947780609},{"id":"https://openalex.org/keywords/call-admission-control","display_name":"Call Admission Control","score":0.41947585344314575},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.390047162771225},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.3656599521636963},{"id":"https://openalex.org/keywords/real-time-computing","display_name":"Real-time computing","score":0.3444010019302368},{"id":"https://openalex.org/keywords/telephony","display_name":"Telephony","score":0.3184276223182678},{"id":"https://openalex.org/keywords/theoretical-computer-science","display_name":"Theoretical computer science","score":0.20272710919380188}],"concepts":[{"id":"https://openalex.org/C2777858628","wikidata":"https://www.wikidata.org/wiki/Q1111837","display_name":"Interactive voice response","level":2,"score":0.7263473272323608},{"id":"https://openalex.org/C28819325","wikidata":"https://www.wikidata.org/wiki/Q5021628","display_name":"Call management","level":3,"score":0.6855055093765259},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6681855916976929},{"id":"https://openalex.org/C82484044","wikidata":"https://www.wikidata.org/wiki/Q334879","display_name":"Erlang (programming language)","level":3,"score":0.6170399188995361},{"id":"https://openalex.org/C160403385","wikidata":"https://www.wikidata.org/wiki/Q220543","display_name":"Queue","level":2,"score":0.5942001342773438},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.5541321039199829},{"id":"https://openalex.org/C22684755","wikidata":"https://www.wikidata.org/wiki/Q847526","display_name":"Queueing theory","level":2,"score":0.5399856567382812},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.519027829170227},{"id":"https://openalex.org/C98763669","wikidata":"https://www.wikidata.org/wiki/Q176645","display_name":"Markov chain","level":2,"score":0.443562775850296},{"id":"https://openalex.org/C111943024","wikidata":"https://www.wikidata.org/wiki/Q1373572","display_name":"Telephone line","level":3,"score":0.44187644124031067},{"id":"https://openalex.org/C2776181593","wikidata":"https://www.wikidata.org/wiki/Q2296401","display_name":"Telephone call","level":2,"score":0.4403305947780609},{"id":"https://openalex.org/C2780372748","wikidata":"https://www.wikidata.org/wiki/Q5021493","display_name":"Call Admission Control","level":4,"score":0.41947585344314575},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.390047162771225},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3656599521636963},{"id":"https://openalex.org/C79403827","wikidata":"https://www.wikidata.org/wiki/Q3988","display_name":"Real-time computing","level":1,"score":0.3444010019302368},{"id":"https://openalex.org/C195358072","wikidata":"https://www.wikidata.org/wiki/Q944584","display_name":"Telephony","level":2,"score":0.3184276223182678},{"id":"https://openalex.org/C80444323","wikidata":"https://www.wikidata.org/wiki/Q2878974","display_name":"Theoretical computer science","level":1,"score":0.20272710919380188},{"id":"https://openalex.org/C42383842","wikidata":"https://www.wikidata.org/wiki/Q193076","display_name":"Functional programming","level":2,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C555944384","wikidata":"https://www.wikidata.org/wiki/Q249","display_name":"Wireless","level":2,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C108037233","wikidata":"https://www.wikidata.org/wiki/Q11375","display_name":"Wireless network","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s11134-010-9193-y","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s11134-010-9193-y","pdf_url":null,"source":{"id":"https://openalex.org/S148503350","display_name":"Queueing Systems","issn_l":"0257-0130","issn":["0257-0130","1572-9443"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Queueing Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":19,"referenced_works":["https://openalex.org/W147079327","https://openalex.org/W635718013","https://openalex.org/W1487626875","https://openalex.org/W1629501955","https://openalex.org/W1971170413","https://openalex.org/W1978197837","https://openalex.org/W1995245183","https://openalex.org/W2011786610","https://openalex.org/W2039698234","https://openalex.org/W2092214701","https://openalex.org/W2112424601","https://openalex.org/W2119338125","https://openalex.org/W2126163471","https://openalex.org/W2129462673","https://openalex.org/W2153919611","https://openalex.org/W2158771980","https://openalex.org/W2165476561","https://openalex.org/W2186720500","https://openalex.org/W3101606912"],"related_works":["https://openalex.org/W3192909826","https://openalex.org/W4302078008","https://openalex.org/W2260820432","https://openalex.org/W2010966014","https://openalex.org/W2985083127","https://openalex.org/W2165091579","https://openalex.org/W2092214701","https://openalex.org/W774506045","https://openalex.org/W312135141","https://openalex.org/W2069577432"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":2},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
