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e2001 - Abstracts

Abstracts of Papers Published in the Conference Proceedings - Section 2.1: Mobile Applications for Business and Work

Section 2.1: Mobile Applications for Business and Work
A Framework for Web and Mobile Customer Support Service
S. Pensa
Mobile Services Go Beyond Wireless, Beyond Internet … Beyond 'e'…
F. Violante
Electronic Service Using Advanced Information and Communication Technologies
G. Burger, I. Hartel, S. Billinger

A Framework for Web and Mobile Customer Support Service
Simone Pensa
Standards and Technologies, Siemens Information and Communications Networks S.p.A, Via Monfalcone 1, 20092 Cinisello Balsamo (Milan), Italy

The enormous growth of the service sector in the last decade has spread its way into other sectors of the economy as well, forcing more traditional industries to adapt to and accommodate the new importance of this growing economic dimension. This pressure is exemplified by the increasing expectations that consumers have from traditional non-service oriented enterprises for extensive and immediate personal care and support in exchange for their product loyalty, especially as more and more consumer products become commodities. Advanced call centres have become an important tool for businesses for managing both customer and business-to-business relations. By integrating telephone services with company internal computer databases companies have had some success in facing large volumes of customer support. Traditional call centres, however, can often become quickly overwhelmed by heavy customer demands, can be costly due to the necessary high-availability of human operators, and tend to offer very generic impersonalised services. These facts, together with the rapid growth of web-based electronic commerce and the rapid growth of the Internet in general, have made the extension of traditional call centre services with the integration of web-based customer support very attractive. An integrated call/web centre, hereafter referred to as a contact centre (CC), can be cost-effective, available 24 hours, easily scalable, offer very quick response times, offer new multimedia-type support, and be highly personalised, offering a true one-to-one customer service. Integration implies that the traditional voice based support still be retained and supported, but integrated in the new model. Additionally, as the use of mobile phones becomes continually more widespread, offering product services to such customers becomes essential. New means need to be found to make available these advanced personalised services to those with mobile phones or terminals.

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Mobile Services Go Beyond Wireless, Beyond Internet … Beyond 'e'…
Francesco VIOLANTE
President EDS Italy, EDS, Electronic Data Systems, Viale Monza 257, 20125 Milano, Italy

Mobility is about individual and on-demand connection. It's about getting the right information at the right time and in the right place. For governments and businesses, mobility is about having citizens, customers,' employees or a sales force empowered by technology. In the end, mobility has the power to transform the way we go beyond the Internet. As the digital economy evolves, businesses of all kinds are searching for the Holy Grail of the mobile services market. This means mobile services that go beyond the Internet, beyond wireless -- beyond 'e.' In other words, delivering the right content and applications with the right portal and the right devices -- whether wired or wireless -- combined with a high level of security, the right interface and network and integrated with the user's vital business processes. Delivering mobility isn't just about wireless devices and networks. It's really about connecting people -- connecting them with one another, with their work, their homes and their play -- and supporting their experience regardless of which technology is used. So that the end result is a seamless customer experience with all the old boundaries removed.

  • Converged technologies drive the creation of new, highly leveraged applications that promote the creation of new business processes, which in turn increase productivity and revenues. It's clear that technology alone does nothing to accelerate business growth. Rather, growth occurs as new and emerging applications and business processes create competitive advantages for technology customers.
  • More and more businesses and governments are extending their supply chains in all directions. Global enterprises are automating the distribution and sharing of data, information and applications in real time. This necessitates a strategic plan that assures the privacy, confidentiality, integrity and availability of their information systems, supporting infrastructures and other intellectual assets. Yet the issue of data security is only the top of the iceberg when planning comprehensive information assurance strategy.

Real-life business needs have to be met and they are - processes and communications need to be transformed, costs need to be reduced and fast and efficient entry to the mobile business marketplace need to be facilitated. If this is accomplished, the necessary four imperatives in the digital economy can be fulfilled -boundaries can be eliminated, collaborate in new ways, establish their customers' trust and continuously seek improvement.

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Electronic Service Using Advanced Information and Communication Technologies
Gerhard BURGER, Ingo HARTEL, Stephan BILLINGER
Swiss Federal Institute of Technology Zurich - Center for Enterprise Science (BWI)
Zurichbergstrasse 18, CH-8028 Zurich, Switzerland

Continual development of information and communication technologies (ICT) opens up new possibilities for the one-of-a-kind industry with regards to the design and delivery of services. A survey with one-of-a-kind producers revealed that many companies do not yet make extensive use of modem ICT. This means there is a great potential still to be exploited in terms of electronic support (e-service) for new and existing services. This contribution will first look at the issue of the structure of e-services and introduce the Service Model, which will be used in order to classify services and their areas of application. Furthermore, the relation between communication, people, technologies, and applications will be presented within the resultant E-Service Cube Diagram. This allows identification of the characteristics of services that are supported by ICT. An example of a maintenance service in industry illustrates the way in which these characteristics, technologies, and applications are connected.

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