Paper Info
Title
Virtual worlds as a tool for enterprise services
Abstract
Online virtual worlds offer exciting new opportunities for enterprises or businesses. To exploit these opportunities enterprises need to find a way to integrate virtual world services with their real-world services, and to exploit virtual worlds rich collaboration environment to offer new or enhanced services. However, there are many challenges to realizing these goals, such as resolving virtual and real identifications, controlling communication sessions between real and virtual world entities, and managing resources in both worlds. In this paper, we study these issues and propose a framework for integrating virtual worlds into enterprise service work flow. We implemented a customer service in a VW contact center that is integrated with corresponding enterprise services. We also present a novel mechanism in virtual worlds that allow users to bring their own resources, along with the contact center resources, and share the resources with other customers or agents to resolve customer issues. Further, we present experiences from our prototype.
Year
DOI
Venue
2010
10.1109/CCNC.2009.4784828
CCNC'09 Proceedings of the 6th IEEE Conference on Consumer Communications and Networking Conference
Keywords
Field
DocType
corresponding enterprise service,customer issue,virtual world,vw contact center,virtual world entity,contact center resource,online virtual world,customer service,enhanced service,virtual world service,virtual reality,servers,collaboration,business communication,virtual worlds,prototypes
Metaverse,World Wide Web,Virtual reality,Customer service,Enterprise services,Computer science,Server,Exploit,Business communication,Instructional simulation
Conference
Citations 
PageRank 
References 
4
0.44
5
Authors
5
Name
Order
Citations
PageRank
Sameer Vijaykar140.44
Muthukkumar S. Kadavasal2122.21
Krishna Kishore Dhara351.24
Xiaotao Wu4264.89
Venkatesh Krishnaswamy54010.26