AT&T’s call processing simulator (CAPS) operational design for inbound call centers

AT&T’s call processing simulator (CAPS) operational design for inbound call centers

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Article ID: iaor19941437
Country: United States
Volume: 24
Issue: 1
Start Page Number: 6
End Page Number: 28
Publication Date: Jan 1994
Journal: Interfaces
Authors: , , ,
Keywords: communication, communications
Abstract:

Since 1978, AT&T has been developing the call processing simulator (CAPS) to design and evaluate inbound call centers. The current version of CAPS is a user-friendly PC-based system employing a discrete event simulation model with animation and queueing models of both the telecommunications network at AT&T’s business customer’s call center environment. Using CAPS, AT&T can model a network of call centers utilizing advanced 800 network features before its customers make capital investments to start or change their call centers. In 1992, AT&T completed about 2000 CAPS studies for its business customers, helping it increase, project, and regain more than one billion dollars in an eight billion dollar 800-network market. While this is impressive alone, the CAPS tool is also the turnkey for more than $750 million in annual profit for AT&T’s business customers who received CAPS studies.

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