SaaS: A new Era for Call Center based on Cloud Computing

Author
Md. Mahmudul Hasan,
Woakil Uddin Ahamed

Abstract—

Cloud Computing has become an emerging field of research in recent days for its various cost effective approaches. In this research work, we have developed a live chatting system based on cloud computing to demonstrate its effectiveness in call centers. The developed system follows the core idea of cloud computing, especially the ‘Software as a Service’ (SaaS) model and its utilization in IT solution companies. The demand of this model is increasing rapidly among the clients because of its cost efficiency and flexibility. Moreover, customer care service providing companies spend a lot of money to buy and maintain chatting software. For this reason, a real time chatting application has been developed in this work in such a way that users of this system can have on-demand and hosted services. The application has been created by using Dot Net framework and written in C# with Asynchronous JavaScript and XML (AJAX) and Language- Integrated Query (LINQ) functionalities. The application has been designed as a web based real time software to those companies, which are worried about expenses and maintenance of the customer care software. The system was simulated in a real time environment to support and solve customers’ queries. This cloud based application also guarantees how one can be benefitted using the SaaS model compare to the existing system.

For details please see the following link:
http://www.ulab.edu.bd/journals/jse/contents_vol3_2012.php