PUBLICATIONS
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Types of Interaction Routing: Known types of routing of customer interactions using in contact centers. Whitepaper, 2017
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Reduction of Abandonment in Multi-Channel Environments. Fonolo blog, May 19, 2015 (Updated: March 12, 2020)
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US Patent No. 10,289,389. Automated Call Center Software Build Generator, May 14, 2019.
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US Patent No. 8,699,699. System and Methods for Outbound Dialing in Multi-Campaign and Blended Environment of Virtual Contact Center, April 15, 2014.
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Modeling and Simulation of a Pacing Engine for Proactive Campaigns in Contact Center Environment.
In Proceedings of the 2008 ACM Spring Simulation Multiconference (SpringSim'08). Business and Industry Symposium. April 14 -17, 2008, Ottawa, Canada, pp. 249-255, ACM Press (with Nikolay Korolev, Herbert Ristock).
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XML-Based Multimodal Interaction Framework for Contact Center Applications.
In Proceedeings of the 16th International World Wide Web Conference (WWW 2007), Banff, Alberta, Canada, May 8-12, 2007, pp. 1349-1350. ACM Press (with Brian Galvin, Herbert Ristock).
Latest Publications & Patents