{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,4]],"date-time":"2026-04-04T05:20:18Z","timestamp":1775280018455,"version":"3.50.1"},"reference-count":82,"publisher":"Institute of Electrical and Electronics Engineers (IEEE)","license":[{"start":{"date-parts":[[2021,1,1]],"date-time":"2021-01-01T00:00:00Z","timestamp":1609459200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/legalcode"}],"funder":[{"DOI":"10.13039\/501100014428","name":"Politechnika Swietokrzyska w Kielcach","doi-asserted-by":"publisher","award":["POIR.04.01.04-00-0079\/19"],"award-info":[{"award-number":["POIR.04.01.04-00-0079\/19"]}],"id":[{"id":"10.13039\/501100014428","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IEEE Access"],"published-print":{"date-parts":[[2021]]},"DOI":"10.1109\/access.2021.3066801","type":"journal-article","created":{"date-parts":[[2021,3,18]],"date-time":"2021-03-18T19:41:48Z","timestamp":1616096508000},"page":"44580-44591","source":"Crossref","is-referenced-by-count":20,"title":["Influence of the Contact Center Systems Development on Key Performance Indicators"],"prefix":"10.1109","volume":"9","author":[{"given":"Miroslaw","family":"Plaza","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Lukasz","family":"Pawlik","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"263","reference":[{"key":"ref1","doi-asserted-by":"publisher","DOI":"10.1109\/INFOMAN.2018.8392841"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2017.10.008"},{"key":"ref3","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-23976-3_39"},{"key":"ref4","volume-title":"What are the Industry Standards for Call Center Metrics?","year":"2019"},{"key":"ref5","volume-title":"Managing Your Cost Per Call","author":"Curtis Barry & Company","year":"2020"},{"key":"ref6","volume-title":"How to Create a Call Center Performance Benchmarking Program?","year":"2015"},{"key":"ref7","volume-title":"Why First Call Resolution is the Most Important Call Center Metric?","year":"2019"},{"key":"ref8","volume-title":"How do you Compare Average Time in Queue?","year":"2018"},{"key":"ref9","volume-title":"Top 10 Call Centre Metrics and What They Mean to you","year":"2020"},{"key":"ref10","volume-title":"How to Improve Call Center Customer Satisfaction (C-SAT)","year":"2019"},{"key":"ref11","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2019.2914484"},{"key":"ref12","article-title":"Implementing voice over IP telephony in 2-1-1 call centers","author":"Cunningham","year":"2003"},{"key":"ref13","doi-asserted-by":"publisher","DOI":"10.1109\/ICACCE.2018.8441741"},{"key":"ref14","article-title":"H.323 and associated protocols","author":"Karim","year":"1999"},{"key":"ref15","doi-asserted-by":"publisher","DOI":"10.1023\/A:1013674413897"},{"key":"ref16","volume-title":"Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience?","year":"2017"},{"key":"ref17","volume-title":"Using Bots to Increase Customer Satisfaction","year":"2019"},{"key":"ref18","first-page":"31","article-title":"The future of IVR in customer support","volume":"5","author":"Fernekees","year":"2016","journal-title":"CRM Mag.-Best Pract. Ser."},{"key":"ref19","volume-title":"Top Call Center Trends for 2020: \u2018Calling\u2019 for Future","author":"Pandey","year":"2019"},{"key":"ref20","volume-title":"5 Benefits of Providing Omnichannel Customer Service in the Call Center","year":"2018"},{"key":"ref21","first-page":"39","article-title":"A survey on teal-time communication for Web","volume":"3","author":"Rahaman","year":"2015","journal-title":"Sci. Res. J."},{"key":"ref22","volume-title":"3 Benefits of Video-Enabling","year":"2019"},{"key":"ref23","volume-title":"Three Measurable Benefits of Video-Enabling","year":"2019"},{"key":"ref24","volume-title":"What is Visual IVR and how Does it Improve Customer Experience?","year":"2020"},{"key":"ref25","volume-title":"We Think You\u2019ll Love These Benefit","year":"2018"},{"key":"ref26","volume-title":"Visual IVR Solution Helps A\u00e9ropostale Drive Customer Satisfaction and Loyalt","year":"2020"},{"key":"ref27","volume-title":"IVR Systems Buyer\u2019s Guide: Top Solutions of 2020","year":"2020"},{"key":"ref28","volume-title":"Bringing Service to the Client: Why a Social Contact Center is Essential for Modern Customer Service","year":"2020"},{"key":"ref29","article-title":"Automatic speech emotion recognition using machine learning","volume-title":"Social Media and Machine Learning","author":"Kerkeni","year":"2019"},{"key":"ref30","volume-title":"Social Customer Service is Vital to a Better Customer Experience","year":"2017"},{"key":"ref31","volume-title":"Here\u2019s why Omnichannel Consumers are More Valuable","year":"2017"},{"key":"ref32","volume-title":"How Mobile Apps are Driving Omnichannel Eetailing","year":"2015"},{"key":"ref33","doi-asserted-by":"publisher","DOI":"10.1108\/09564230010323723"},{"key":"ref34","volume-title":"Customer Contact Channel Preference","year":"2020"},{"key":"ref35","volume-title":"5 Important Customer Service Statistics for Call Centers","year":"2012"},{"key":"ref36","volume-title":"4 Reasons to use Chat in the Contact Centre\u2014Focus Contact Center","year":"2015"},{"key":"ref37","volume-title":"Top 9 Call Center Trends for 2016","year":"2016"},{"key":"ref38","volume-title":"3 Call Center Trends you Can\u2019t Afford to Sleep on","year":"2018"},{"key":"ref39","volume-title":"4 Insightful Contact Center Reports You Should Be Reading","year":"2020"},{"key":"ref40","volume-title":"Do you know the Callbots, the Cousins of the Chatbots?","year":"2020"},{"key":"ref41","doi-asserted-by":"publisher","DOI":"10.1109\/WSC.2004.1371534"},{"issue":"1","key":"ref42","first-page":"24","article-title":"Improving call center operations using performance-based routing strategies","volume":"6","author":"Stanley","year":"2008","journal-title":"California J. Oper. Man."},{"key":"ref43","volume-title":"Skills Based Routing","year":"2020"},{"key":"ref44","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijforecast.2015.11.012"},{"key":"ref45","doi-asserted-by":"publisher","DOI":"10.1109\/AICT.2010.77"},{"key":"ref46","volume-title":"Call Center KPIs and Metrics 2020","year":"2020"},{"key":"ref47","doi-asserted-by":"publisher","DOI":"10.1109\/WSC.2007.4419861"},{"key":"ref48","first-page":"249","article-title":"Modeling and simulation of a pacing engine for proactive campaigns in contact center environment","volume-title":"Proc. Spring Simul. Multiconf.","author":"Korolev"},{"key":"ref49","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-30146-0_16"},{"key":"ref50","doi-asserted-by":"publisher","DOI":"10.29115\/SP-2018-0015"},{"key":"ref51","doi-asserted-by":"publisher","DOI":"10.1093\/iwc\/iwz022"},{"key":"ref52","volume-title":"Getting Started With Watson Assistant","year":"2020"},{"key":"ref53","volume-title":"Dialogflow","year":"2020"},{"key":"ref54","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2019.2903983"},{"key":"ref55","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2020.2966919"},{"key":"ref56","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-70284-1_30"},{"issue":"1","key":"ref57","first-page":"96","article-title":"Chatbots: An interactive technology for personalized communication and transaction","volume":"15","author":"Zumstein","year":"2018","journal-title":"Int. J. WWW\/Internet"},{"key":"ref58","doi-asserted-by":"publisher","DOI":"10.33150\/JITDETS-2.2.3"},{"key":"ref59","volume-title":"When Bots Reach Their Limit: The 4 Rules of Intelligent Escalation","year":"2017"},{"key":"ref60","volume-title":"10 Key Metrics to Evaluate Your AI Chatbot Performance","year":"2020"},{"key":"ref61","volume-title":"What KPIs Matter Most When Measuring Chatbot Customer Service?","year":"2018"},{"key":"ref62","volume-title":"Tracking the Right Chatbot KPI","year":"2017"},{"key":"ref63","volume-title":"Measuring Chatbot Effectiveness: 16 KPIs to Track","year":"2020"},{"key":"ref64","volume-title":"Chatbot Analytics: Essential Metrics & KPIs to Measure Bot Success","year":"2020"},{"key":"ref65","volume-title":"The Top 5 KPI\u2019s A.I Voice Can Help You Identify","year":"2020"},{"key":"ref66","doi-asserted-by":"publisher","DOI":"10.21817\/ijet\/2017\/v9i1\/170902310"},{"key":"ref67","first-page":"5","article-title":"A fuzzy classifier for natural language text using automatically-learned fuzzy rules","volume-title":"Proc. 2nd Int. Conf. Artif. Comput. Intell. Decis., Control Automat. Int. Conf. Mach. Intell.","author":"Khoury"},{"key":"ref68","doi-asserted-by":"publisher","DOI":"10.1016\/j.ins.2005.07.017"},{"key":"ref69","doi-asserted-by":"publisher","DOI":"10.1109\/MC.2017.154"},{"key":"ref70","doi-asserted-by":"publisher","DOI":"10.24251\/HICSS.2019.258"},{"key":"ref71","volume-title":"5 Customer Service Tech Trends for 2020","year":"2020"},{"key":"ref72","volume-title":"Bots Gain Importance in Gartner Service Technologies Bullseye","year":"2019"},{"key":"ref73","volume-title":"Newsroom","year":"2019"},{"key":"ref74","volume-title":"Chatbots Will Appeal to Modern Workers","year":"2019"},{"key":"ref75","volume-title":"Highlights From Gartner Hype Cycle for Customer Service and Support Technologies","year":"2019"},{"key":"ref76","volume-title":"What is Skill-Based","year":"2019"},{"key":"ref77","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2016.2606407"},{"key":"ref78","volume-title":"Contact Centre 2025: Trends, Opportunities, Strategies","author":"Cottam","year":"2016"},{"key":"ref79","doi-asserted-by":"publisher","DOI":"10.5604\/01.3001.0013.2539"},{"key":"ref80","doi-asserted-by":"publisher","DOI":"10.1117\/12.2501659"},{"key":"ref81","doi-asserted-by":"publisher","DOI":"10.1117\/12.2326403"},{"key":"ref82","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2018.2837692"}],"container-title":["IEEE Access"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/6287639\/9312710\/09381200.pdf?arnumber=9381200","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,1,24]],"date-time":"2024-01-24T00:50:48Z","timestamp":1706057448000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/9381200\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021]]},"references-count":82,"URL":"https:\/\/doi.org\/10.1109\/access.2021.3066801","relation":{},"ISSN":["2169-3536"],"issn-type":[{"value":"2169-3536","type":"electronic"}],"subject":[],"published":{"date-parts":[[2021]]}}}