The impact of implementation of VOIP in call centres : A Western Australia perspective

By fostering the finalization of open standards and the convergence of voice, video and data, the internet protocol provides an ideal driver for the definition of the infrastructure of new multimedia and advanced communications applications (Adams & Bhalla, 2005). The key advantages of Voice over Internet Protocol (VoiP) for enterprises have been the promise of lower costs, infrastructure consolidation and increased flexibility. Carriers are also positioning VoiP as a cost-saving business solution. It is an application which seemed like a godsend to business and people alike who rely on telephony services (Blood, 2005). The aim of this study was to investigate what factors may influence the adoption of VoiP as a technology as a West Australia context. Specifically the research undertook a case study using an establish call centre in a government agency, City of Melville. The company is a provider of wide range of services including recreation centres, aquatic centres, libraries, creches, pre-school centres, community centres, food inspection services, citizenships, recycling, planning and building services, maintenance, streetscapes, landscaping disability services, immunisation clinics, cultural and educational centres, environmental preservation and management. This study analysed the steps through to adoption of VoiP and IP telephony from the original technology for the Melville City Council call centre. Also, the procedures towards acquisition and installation of the supporting framework that eases the implementation and day to day running are depicted. The main impacts on the company as a result of the implementation in terms of cost reduction and implications, staff satisfaction and benefits, ease of business operations has been reported in this study. Statistics of the business functions and operations based on VoiP solutions were critically analyzed. Results from the research suggested further research needs to be undertaken on factor affecting the adoption of VoiP in a Western Australia context

Selected Computing Research Papers Volume 1 June 2012

An Evaluation of Anti-phishing Solutions (Arinze Bona Umeaku) ..................................... 1 A Detailed Analysis of Current Biometric Research Aimed at Improving Online Authentication Systems (Daniel Brown) .............................................................................. 7 An Evaluation of Current Intrusion Detection Systems Research (Gavin Alexander Burns) .................................................................................................... 13 An Analysis of Current Research on Quantum Key Distribution (Mark Lorraine) ............ 19 A Critical Review of Current Distributed Denial of Service Prevention Methodologies (Paul Mains) ............................................................................................... 29 An Evaluation of Current Computing Methodologies Aimed at Improving the Prevention of SQL Injection Attacks in Web Based Applications (Niall Marsh) .............. 39 An Evaluation of Proposals to Detect Cheating in Multiplayer Online Games (Bradley Peacock) ............................................................................................................... 45 An Empirical Study of Security Techniques Used In Online Banking (Rajinder D G Singh) .......................................................................................................... 51 A Critical Study on Proposed Firewall Implementation Methods in Modern Networks (Loghin Tivig) .................................................................................................... 5

Creation of value with open source software in the telecommunications field

Tese de doutoramento. Engenharia Electrotécnica e de Computadores. Faculdade de Engenharia. Universidade do Porto. 200