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Title: Enhanced VoIP Based Virtual PC Troubleshooting
Authors: Dayananda, U.K.D.S.N.
Abeyrathna, W.N.K.L.
Samarakoon, S.M.C.D.
Jayawickrama, K.B.M.S.
Kalyanapala, M.
Wijesundara, M.N.
Keywords: PC troubleshooting
Interactive Voice Response (IVR)
Session Initiation Protocol (SIP)
Remote Desktop Assistance
Decision tree
Issue Date: 11-Jul-2013
Series/Report no.: PG/IT/;0026
Abstract: According to the businesses and marketing strategies, customer relationship management and call center outsourcing are becoming major concerns since customer satisfaction is considered as the ultimate goal of any kind of business organization. This paper discusses how the VoIP technology can be used in an automated remote PC troubleshooting environment along with Interactive Voice Response and remote desktop assistance, for the purpose of creating an ultimate software based PC troubleshooting solution capable of operating with reduced human involvement in order to provide optimum availability, reliability and cost-effectiveness for PC related business organizations. In this solution, a call processing engine pre-processes incoming calls and redirects them into the Interactive voice response engine which is enforced with a built-in PC troubleshooting knowledge base capable of guiding the caller to a solution with voice commands. If the knowledge base fails to provide a reasonable solution, the remote assistance enables real-time interaction between the caller and a human trouble-shooter. This approach minimizes the current drawbacks of traditional PC troubleshooting and increases the productivity and the efficiency.
Description: VOL.1,January 2012
Appears in Collections:Information Technology

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