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 social scienceseconomics and businessbusiness and managementemploymentnatural sciencescomputer and information sciencessoftwaresoftware applicationssimulation software Programme(s) FP5-IST - Programme for research, technological development and demonstration on a "User-friendly information society, 1998-2002" Topic(s) 1.1.2.-2.2.1 - Workplace design Call for proposal Data not available Funding Scheme CSC - Cost-sharing contracts Coordinator TELECOM ITALIA SPA EU contribution No data Address PIAZZA DEGLI AFFARI 2 20123 MILANO Italy See on map Total cost No data Participants (4) Sort alphabetically Sort by EU Contribution Expand all Collapse all LINKOEPINGS UNIVERSITET Sweden EU contribution No data Address CAMPUS VALLA 581 83 LINKOEPING See on map Total cost No data ROME INTERNATIONAL UNIVERSITY S.R.L. Italy EU contribution No data Address VIA PIAVE 41 00100 ROMA See on map Total cost No data UNIVERSITA DEGLI STUDI DI ROMA "TOR VERGATA" Italy EU contribution No data Address VIA ORAZIO RAIMONDO 18 00173 ROMA See on map Total cost No data XEROX LIMITED United Kingdom EU contribution No data Address BRIDGE HOUSE, OXFORD ROAD UB8 1HS UXBRIDGE ( MIDDLESEX) See on map Total cost No data