Intelligent Call Routing :: essays research papers

Intelligent Call Routing Mr. Harrison decides to call his credit card company to inquire about a credit limit increase. He picks up the phone and dials the company’s 800 number. He is then prompted by a friendly voice that says, â€Å"Welcome to Mycorp, please enter your 15 digit account number†. After punching his15-digit account number into the handset, he is quickly prompted by a friendly agent who greets him with, â€Å"Hello Mr. Harrison, how are you today?† Surprised that the agent knew he was the one calling, he then mentions that he is interested in a credit limit increase. After the agent helps him with his primary objective, the agent says, â€Å"I noticed you have been traveling a lot lately; would you be interested in upgrading to our new Travelers Green Card?† That’s right. The agent knows a lot about him, but how? Remember the 15-digit account number he entered? To Mycorp it’s much more then 15-digits: it’s about every product he has purchased using his Mycorp credit card; his language preference; if he is past due on his bill; if he is considered a high value customer to the organization; the type of card he has, and much more. The call center of today is evolving at an extraordinary rate. New technologies are popping up all over the globe bringing to the table new and exciting products that will help companies to service their customers in faster and smarter ways. One of the products with the most impact on the market today being used to accomplish this is Intelligent Call Management. Many large organizations such as American Express, Wells Fargo, Charles Schwab, and Discover Card are using Intelligent Call Management to provide better service to their customers. A recent survey discovered that 90% of today’s call centers are using voice-processing applications, while another 54% have introduced Intelligent Call Management into their call center. Intelligent Call Management, or ICM, cannot be accomplished with one single piece of hardware. It involves multiple peripherals working together, each providing a different functionality that contributes to the efficiency of the call delivery. (â€Å"Are Y ou,† 2004) Computers and the telephone have technologically collided and as a result CTI, or Computer Telephony Integration, was born. The CTI component is the most important piece in an ICM environment. With CTI, companies are improving their efficiency, lowering their operating costs, and building the infrastructure for new business opportunities.

Satire: Jean-Baptiste Poquelin (Moliere) and Jonathan Swift

Both Jean-Baptiste Poquelin (Moliere) and Jonathan Swift use satire as a means of conveying their ideas concerning the actions of the characters in their respective works Tartuffe and Gulliver’s Travels. The object of Moliere’s satire is the false religiosity suffused the climate of his time. He parodies the lives of persons who profess Christianity and yet in certain situations behave in a manner non-concurrent with the message they preach. Swift too condemns a sort of hypocrisy in his tale, as the professed rank and honor of the leaders of his time come under attack in his portrayal of them. Swift in particular uses a variety of different metaphors in order to change the scale of humanity and in so doing magnify the problem he seeks to point out. Both novels, therefore, demonstrate the role of satire as â€Å"mediator† between how life actually is and what is ought to be in the eyes of their authors (Bullit, 3). Moliere uses characters to typify the types of persons he wishes to satirize. The title character of his work, Tartuffe himself, represents the type of person in life who professes religion and yet in his action demonstrates himself to be in complete discord with the tenets of that religion. Tartuffe performs actions that amount to fraud and yet acts in the name of the clergy and of Christianity. This man can be seen to stand in the place of the clergy of the Catholic faith (the dominant religion of France at the time) who collected funds (such as indulgences) or other otherwise ingratiated themselves to the masses under false pretences. The person upon whom the fraud is committed represents the masses who willingly give their all to these leaders of the church, whom they believe to be virtuous. However, Moliere indicates that the money being appropriated by the church is being used for personal and non-religious reasons. The situation’s remedy comes in the form of a king who finds out the truth and punishes Tartuffe for his guilt. Moliere’s criticism of the clergy is complete in this description, as he indicates that God (ruler of the earth) is in no way supportive of the actions of these religious persons who claim to be doing His will. Moliere also satirizes the determination of some persons (especially the religious masses) to embrace ignorance and the misfortune that they fall into because of this behavior. The character Orgon is eager to believe not only in the virtue of Tartuffe but also in the particulars of his claims. As a result, he is swindled out of his property and can only be rescued by the royal (divine) intervention of the King. The corrective proposition given by Moliere is that the clergy should seek to truly represent the knowledge and wishes of God by acting in accordance with his teaching. They should also seek to educate the masses, and by promoting education and transparency all round, virtue will increase. Swift in Gulliver’s Travels takes his readers to several different places, and the effect of this is to remove what he consideres the self-imposed grandeur. This grandeur is imposed through the building up of socio-political and religious institutions based upon laws that profess to defend (among other things) a hierarchical view of humanity. In Lilliput and Brobdingnag, for example, the natives give air to Swift’s true ideas concerning these institutions and the form of humanity that obtains within them. The Lilliputians demonstrate the pride and high-mindedness of humans, underscoring how petty this form of behavior is. Such honors as the favor of the Court is demonstrated in the ministers of Lilliput challenge of jumping over a rope and the rewards they are granted. The various heights to which the rope is lifted represent the different titles to which nobles and clergymen might aspire. The Lilliputians who represent such people are small, and their size reflects Swift’s satirical representation of the true size of humans in relation to their opinions of themselves. Likewise, in Brobdingnag, the larger scale of the persons represents the magnification of humans’ foibles and vices in a grotesque manner, as they vainly attempt to decorate themselves with a distinction of rank that does not truly exist. Gulliver’s conversion throughout the tale from a person of naivete to one who is truly skeptical of human behavior represents method in which Swift indicates that humans should correct themselves. In becoming aware of humanity’s own tendency toward pride and pettiness, people will become more likely to recognize and denounce it within themselves and others.

The Boston Massacre Big Event in American History - Free Essay Example

Sample details Pages: 2 Words: 634 Downloads: 2 Date added: 2019/08/02 Category History Essay Level High school Tags: Boston Massacre Essay Did you like this example? The Boston Massacre, also known as the Incident on King Street by the British, was a big event in American History. It was a street riot that occured on King Street between a patriot mob and British soldiers. This disaster occured on March 5, 1770. Don’t waste time! Our writers will create an original "The Boston Massacre: Big Event in American History" essay for you Create order Although it was a somewhat fast event, the tension building up to the street fight was growing for many years. In 1767, before the Boston Massacre, a series of British Acts of Parliament called the Townshend Acts were passed. This was an attempt to reassert their authority over the colonies, through strict provisions for the collection of revenue duties (Townshend Acts). This act put forth extra taxes on regular products that came to the colonies, items such as paper, glass, and tea. According to Boston Massacre Historical Society, a year after establishing the Townshend Acts, two years before the massacre, a group of British regulars arrived in Boston, MA to maintain order. The civilians reacted to the redcoats like they were invaders by taunting them through name calling, spitting, and fighting. The people of Boston had gained control of the reigns of power and prevented the soldiers from carrying out their duties. Over 2,000 British soldiers came to Boston in order to make sure everything was in check in a city with over 16,000 colonists. There, they tried to enforce Britains tax laws. American colonists rebelled against the taxes they found repressive, rallying around the cry, no taxation without representation (Boston Massacre). The colonists did not appreciate the British being there. The colonists resorted to calling the British soldiers names, starting fights and treating them badly. This of course created severe tension between them, which led to the Boston Massacre. Furthermore, according to Boston Massacre, On February 22, a mob of patriots attacked a known loyalists store. Customs officer Ebenezer Richardson lived near the store and tried to break up the rock-pelting crowd by firing his gun through the window of his home. His gunfire struck and killed an 11-year-old boy named Christopher Seider and further enraged the patriots. Several days later, a fight broke out between local workers and British soldiers. It ended without serious bloodshed but helped set the stage for the bloody incident yet to come. Although the intentions of the customs officer were initially good, it resulted in the death of a child and drove the Patriots to wanting to rebel. There were many instances where a rebellion couldve t aken place, such as the fight between the workers and soldiers. All of the attacks and fights that were happening didnt help the tension, it made it much worse. Eventually, the breaking point was reached. On March 5, 1770, there was only one soldier, Private Hugh White, guarding the Kings money in a house on King Street. Since there was only one soldier, Colonists came and threatened him. After dealing with the colonists insulting him for a while, he finally retaliated and hit a colonist with his weapon. This raged the other colonists, and they began to pelt snowballs, ice and stones at White. Bells, a typical sign of fire, rang throughout the city, sending tons of colonists into the streets. People kept attacking White, so he calls out for backup. Captain Thomas Preston and other soldiers arrived and were prepared to fight. While some colonists were scared of the soldiers and begged them not to fire, other colonists provoked them to fire. Inevitably, violence struck, and the colonists began to attack the soldiers with sticks and other weapons. Reports differ of exactly what happened next, but after someone supposedly said the word fire, a soldier fired his gun, although its unclear i f the discharge was intentional (Boston Massacre). After this first shot, other soldiers began to fire, following the lead of the others, and they ended up killing five and injuring six colonists.