Objective
Call-centres are a fast growing source of employment in the European economy: The Project's goal is to use new technology to improve quality of work for operators in the next generation of call-centres. This includes analysis of and design of an advanced system for call-centre operator support, including a broadband IP-network, software-based session interpreter, knowledge base, workflow engine, systems to monitor key environmental and physiological parameters, software based "measurement system" to model and anticipate operator needs and requests and an advanced "augmented reality" human-machine interface. The prototype system will be tested by roughly 20 users and will be subject to formal evaluation in terms of its contribution to the quality of working life and its role in fostering equal opportunities, employment and economic growth. Work will be based on an analysis of the needs of call-centre operators and customers and a special user group will provide designers and implementers with valuable feedback. On this basis, the Project will design, build and test an operator support system integrating a number of hardware and software components. The system will be implemented first as a single-user prototype and then in a multi-user version. The multi-user prototype will be tested over a period of 7 months. The test will involve roughly 20 users sharing 2-3 workstations. At the end of the test the system will be subject to rigorous evaluation in terms of its contribution to the quality of working life and potential take up in E.U. countries including indirect contributions to employment and economic growth.
Work description:
Call-centers are a fast growing source of employment in the European economy: The Project's goal is to use new technology to improve quality of work for operators in the next generation of call-centres. This includes analysis of and design of an advanced system for call-centre operator support, including a broadband IP-network, software-based session interpreter, knowledge base, workflow engine, systems to monitor key environmental and physiological parameters, software based "measurement system" to model and anticipate operator needs and requests and an advanced "augmented reality" human-machine interface. The prototype system will be tested by roughly 20 users and will be subject to formal evaluation in terms of its contribution to the quality of working life and its role in fostering equal opportunities, employment and economic growth. Work will be based on an analysis of the needs of call-centre operators and customers and a special user group will provide designers and implementers with valuable feedback. On this basis, the Project will design, build and test an operator support system integrating a number of hardware and software components. The system will be implemented first as a single-user prototype and then in a multi-user version. The multi-user prototype will be tested over a period of 7 months. The test will involve roughly 20 users sharing 2-3 workstations. At the end of the test the system will be subject to rigorous evaluation in terms of its contribution to the quality of working life and potential take up in E.U. countries including indirect contributions to employment and economic growth.
Fields of science (EuroSciVoc)
CORDIS classifies projects with EuroSciVoc, a multilingual taxonomy of fields of science, through a semi-automatic process based on NLP techniques. See: The European Science Vocabulary.
CORDIS classifies projects with EuroSciVoc, a multilingual taxonomy of fields of science, through a semi-automatic process based on NLP techniques. See: The European Science Vocabulary.
- social sciences economics and business business and management employment
- natural sciences computer and information sciences software software applications simulation software
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Programme(s)
Multi-annual funding programmes that define the EU’s priorities for research and innovation.
Multi-annual funding programmes that define the EU’s priorities for research and innovation.
Topic(s)
Calls for proposals are divided into topics. A topic defines a specific subject or area for which applicants can submit proposals. The description of a topic comprises its specific scope and the expected impact of the funded project.
Calls for proposals are divided into topics. A topic defines a specific subject or area for which applicants can submit proposals. The description of a topic comprises its specific scope and the expected impact of the funded project.
Call for proposal
Procedure for inviting applicants to submit project proposals, with the aim of receiving EU funding.
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Procedure for inviting applicants to submit project proposals, with the aim of receiving EU funding.
Funding Scheme
Funding scheme (or “Type of Action”) inside a programme with common features. It specifies: the scope of what is funded; the reimbursement rate; specific evaluation criteria to qualify for funding; and the use of simplified forms of costs like lump sums.
Funding scheme (or “Type of Action”) inside a programme with common features. It specifies: the scope of what is funded; the reimbursement rate; specific evaluation criteria to qualify for funding; and the use of simplified forms of costs like lump sums.
Coordinator
20123 MILANO
Italy
The total costs incurred by this organisation to participate in the project, including direct and indirect costs. This amount is a subset of the overall project budget.