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Virtual worlds as a tool for enterprise services

DSpace at IIT Bombay

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Field Value
 
Title Virtual worlds as a tool for enterprise services
 
Creator VIJAYKAR, S
KADAVASAL, MS
DHARA, KK
WU, XT
KRISHNASWAMY, V
 
Description Online virtual worlds offer exciting new opportunities for enterprises or businesses. To exploit these opportunities enterprises need to find a way to integrate virtual world services with their real-world services, and to exploit virtual worlds rich collaboration environment to offer new or enhanced services. However, there are many challenges to realizing these goats, such as resolving virtual and real identifications, controlling communication sessions between real and virtual world entities, and managing resources in both worlds. In this paper, we study these issues and propose a framework for integrating virtual worlds into enterprise service work flow. We implemented a customer service in a VW contact center that is integrated with corresponding enterprise services. We also present a novel mechanism in virtual worlds that allow users to bring their own resources, along with the contact center resources, and share the resources with other customers or agents to resolve customer issues. Further, we present experiences from our prototype.
 
Publisher IEEE
 
Date 2011-10-25T19:53:01Z
2011-12-15T09:12:06Z
2011-10-25T19:53:01Z
2011-12-15T09:12:06Z
2009
 
Type Proceedings Paper
 
Identifier 2009 6TH IEEE CONSUMER COMMUNICATIONS AND NETWORKING CONFERENCE, VOLS 1 AND 2,186-190
978-1-4244-2308-8
http://dspace.library.iitb.ac.in/xmlui/handle/10054/15806
http://hdl.handle.net/100/2472
 
Source 6th IEEE Consumer Communications and Networking Conference,Las Vegas, NV,JAN 11-13, 2009
 
Language English