{"id":"https://openalex.org/W2127422957","doi":"https://doi.org/10.1109/wsc.1999.816912","title":"Case study: simulation of the call center environment for comparing competing call routing technologies for business case ROI projection","display_name":"Case study: simulation of the call center environment for comparing competing call routing technologies for business case ROI projection","publication_year":2003,"publication_date":"2003-01-20","ids":{"openalex":"https://openalex.org/W2127422957","doi":"https://doi.org/10.1109/wsc.1999.816912","mag":"2127422957"},"language":"en","primary_location":{"id":"doi:10.1109/wsc.1999.816912","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.1999.816912","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"WSC'99. 1999 Winter Simulation Conference Proceedings. 'Simulation - A Bridge to the Future' (Cat. No.99CH37038)","raw_type":"proceedings-article"},"type":"conference-paper","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/A5053849238","display_name":"Kathleen L. Miller","orcid":"https://orcid.org/0000-0002-3939-3660"},"institutions":[{"id":"https://openalex.org/I1310264347","display_name":"IIT Research Institute","ror":"https://ror.org/057jp7h82","country_code":"US","type":"nonprofit","lineage":["https://openalex.org/I1310264347"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"K. Miller","raw_affiliation_strings":["IIT Research Institute, Lanham, MD, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IIT Research Institute, Lanham, MD, USA","institution_ids":["https://openalex.org/I1310264347"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5037527172","display_name":"Vivek Bapat","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"V. Bapat","raw_affiliation_strings":["Systems Modeling Corporation, Sewickley, PA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Systems Modeling Corporation, Sewickley, PA, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.4256,"has_fulltext":false,"cited_by_count":14,"citation_normalized_percentile":{"value":0.88241362,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"2","issue":null,"first_page":"1694","last_page":"1700"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.8331999778747559,"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.8331999778747559,"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/T12203","display_name":"Mobile Agent-Based Network Management","score":0.8148000240325928,"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/T11499","display_name":"ICT Impact and Policies","score":0.7784000039100647,"subfield":{"id":"https://openalex.org/subfields/2214","display_name":"Media Technology"},"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/call-management","display_name":"Call management","score":0.6917414665222168},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6226110458374023},{"id":"https://openalex.org/keywords/return-on-investment","display_name":"Return on investment","score":0.618486762046814},{"id":"https://openalex.org/keywords/telephone-network","display_name":"Telephone network","score":0.5215520858764648},{"id":"https://openalex.org/keywords/call-control","display_name":"Call control","score":0.47984740138053894},{"id":"https://openalex.org/keywords/routing","display_name":"Routing (electronic design automation)","score":0.4767283499240875},{"id":"https://openalex.org/keywords/investment","display_name":"Investment (military)","score":0.44879403710365295},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4327133893966675},{"id":"https://openalex.org/keywords/procurement","display_name":"Procurement","score":0.41740739345550537},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.41492223739624023},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.3675416111946106},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.35620102286338806},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2320038080215454},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15512695908546448},{"id":"https://openalex.org/keywords/production","display_name":"Production (economics)","score":0.1085713803768158},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.09320142865180969}],"concepts":[{"id":"https://openalex.org/C28819325","wikidata":"https://www.wikidata.org/wiki/Q5021628","display_name":"Call management","level":3,"score":0.6917414665222168},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6226110458374023},{"id":"https://openalex.org/C169549615","wikidata":"https://www.wikidata.org/wiki/Q939134","display_name":"Return on investment","level":3,"score":0.618486762046814},{"id":"https://openalex.org/C197698232","wikidata":"https://www.wikidata.org/wiki/Q2354216","display_name":"Telephone network","level":2,"score":0.5215520858764648},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.47984740138053894},{"id":"https://openalex.org/C74172769","wikidata":"https://www.wikidata.org/wiki/Q1446839","display_name":"Routing (electronic design automation)","level":2,"score":0.4767283499240875},{"id":"https://openalex.org/C27548731","wikidata":"https://www.wikidata.org/wiki/Q88272","display_name":"Investment (military)","level":3,"score":0.44879403710365295},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4327133893966675},{"id":"https://openalex.org/C201650216","wikidata":"https://www.wikidata.org/wiki/Q829492","display_name":"Procurement","level":2,"score":0.41740739345550537},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.41492223739624023},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.3675416111946106},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.35620102286338806},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2320038080215454},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15512695908546448},{"id":"https://openalex.org/C2778348673","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production (economics)","level":2,"score":0.1085713803768158},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.09320142865180969},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/wsc.1999.816912","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.1999.816912","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"WSC'99. 1999 Winter Simulation Conference Proceedings. 'Simulation - A Bridge to the Future' (Cat. No.99CH37038)","raw_type":"proceedings-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.139.5259","is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.139.5259","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://www.informs-cs.org/wsc99papers/245.PDF","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.41999998688697815,"display_name":"Decent work and economic growth"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W3167651944","https://openalex.org/W4250116973","https://openalex.org/W2260820432","https://openalex.org/W2162705846","https://openalex.org/W4302078008","https://openalex.org/W2093958702","https://openalex.org/W2233428151","https://openalex.org/W2349114770","https://openalex.org/W2529341256","https://openalex.org/W2359179337"],"abstract_inverted_index":{"The":[0],"paper":[1],"describes":[2],"how":[3],"simulation":[4],"was":[5],"used":[6],"for":[7,17,48,115],"business":[8,189],"case":[9],"benefits":[10],"and":[11,20,40,64,74,141,166,169,175,185],"return":[12],"on":[13,108,127,154],"investment":[14,33],"(ROI)":[15],"projection":[16],"the":[18,49,57,90,105,117,128,136,144,188],"procurement":[19],"rollout":[21],"of":[22,35,44,89,96,111,130],"a":[23,87,109],"new":[24,50,145],"call":[25,30,92,98,138,146],"routing":[26,147],"technology":[27,58],"to":[28,54,76,80,104,123,177,182],"25":[29,97],"centers.":[31],"With":[32],"costs":[34,43],"about":[36,45],"17":[37],"million":[38,47],"dollars":[39],"annual":[41],"operating":[42],"8":[46],"technology,":[51],"we":[52,159],"needed":[53],"determine":[55],"if":[56],"would":[59],"provide":[60],"enough":[61],"cost":[62,65],"savings":[63],"avoidance":[66],"(through":[67],"reduced":[68],"trunk":[69],"costs,":[70],"increased":[71],"agent":[72],"productivity,":[73],"ability":[75],"service":[77],"more":[78],"calls)":[79],"warrant":[81],"its":[82],"nationwide":[83],"implementation.":[84],"We":[85,133],"constructed":[86],"model":[88],"existing":[91],"center":[93],"environment":[94],"consisting":[95],"centers,":[99],"where":[100,149],"calls":[101,122,150],"were":[102],"distributed":[103,152],"sites":[106],"based":[107,126,153],"system":[110,139],"percentage":[112],"allocation":[113],"routing;":[114],"example,":[116],"telephone":[118],"network":[119],"provider":[120],"directs":[121],"each":[124],"site,":[125],"number":[129],"agents":[131],"scheduled.":[132],"then":[134],"modeled":[135],"same":[137],"dynamics":[140],"intricacies":[142],"under":[143],"system,":[148],"are":[151],"longest":[155],"available":[156],"agent.":[157],"Subsequently,":[158],"conducted":[160],"average":[161],"day":[162],"simulations":[163],"with":[164],"light":[165],"heavy":[167],"volumes":[168],"other":[170],"\"what":[171],"if\"":[172],"laboratory":[173],"analyses":[174],"experiments":[176],"facilitate":[178],"planning":[179],"decisions":[180],"required":[181],"be":[183],"documented":[184],"substantiated":[186],"in":[187],"case.":[190]},"counts_by_year":[{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2026-08-26T07:47:46.906454","created_date":"2025-10-10T00:00:00"}
