The use of the streaming data transmission from a Web browser to enhance the work efficiency of the contact center operators 
Anton Pavlovich Teykhrib
Journal of Digital Information Management, Vol. 14, No. 4, 2016.
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Abstract:
In the article, possible applications of the transmission technology in the context of work of the contact center operator are reviewed. As a result, it becomes clear that the use of the streaming data transmission technology in the direct communication has long been present on the market in a variety of commercial products. In the article, a new scenario is proposed for the use of streaming technology to provide context about the user. Further, on the basis of the analysis of typical calls of customers to the contact center, a conclusion is made that the use of the streaming data transmission technology allows improving the efficiency from 67% to 93% of all calls to the contact center, depending on the subject area of the contact center's work.