Blended call center performance analysis

The performance analysis of blended PSTN and IP call centers is likely to be in demand in the near future as the technology for these centers develops further. The authors did not find an analysis for a system of this type in the literature. The development of a user-friendly and portable tool based on their analysis methodology should be useful to organizations that have implemented, or are considering implementing, a blended call center. We have shown BCAT's wide range of uses. In the future, we plan to enhance BCAT to allow for skills-based routing to, for example, agents who can handle PSTN calls only, IP calls only, or both call types. This is a much more complicated queueing problem to model, but will provide increased flexibility to call center supervisors in terms of workforce management planning.