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AT&T's Call Processing Simulator (CAPS) Operational Design for Inbound Call Centers

Author

Listed:
  • Anthony J. Brigandi

    (AT&T, Business Operations Analysis, 295 North Maple Avenue, Basking Ridge, New Jersey 07920)

  • Dennis R. Dargon

    (AT&T, Global Network Design, 1100 Walnut Street, Kansas City, Missouri 64106)

  • Michael J. Sheehan

    (AT&T, Global Network Design, 1111 West 22nd Street, Oak Brook, Illinois 60126)

  • Thomas Spencer

    (AT&T, Business Operations Analysis, 295 North Maple Avenue, Basking Ridge, New Jersey 07920)

Abstract

Since 1978, AT&T has been developing the call processing simulator (CAPS) to design and evaluate inbound call centers. The current version of CAPS is a user-friendly PC-based system employing a discrete event simulation model with animation and queuing models of both the telecommunications network and AT&T's business customer's call center environment. Using CAPS, AT&T can model a network of call centers utilizing advanced 800 network features before its customers make capital investments to start or change their call centers. In 1992, AT&T completed about 2,000 CAPS studies for its business customers, helping it increase, protect, and regain more than one billion dollars in an eight billion dollar 800-network market. While this is impressive alone, the CAPS tool is also the turnkey for more than $750 million in annual profit for AT&T's business customers who received CAPS studies.

Suggested Citation

  • Anthony J. Brigandi & Dennis R. Dargon & Michael J. Sheehan & Thomas Spencer, 1994. "AT&T's Call Processing Simulator (CAPS) Operational Design for Inbound Call Centers," Interfaces, INFORMS, vol. 24(1), pages 6-28, February.
    • Handle: RePEc:inm:orinte:v:24:y:1994:i:1:p:6-28
    DOI: 10.1287/inte.24.1.6
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    Citations

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    Cited by:

    1. Peter C. Bell & Chris K. Anderson, 2002. "In Search of Strategic Operations Research/Management Science," Interfaces, INFORMS, vol. 32(2), pages 28-40, April.
    2. Robert M. Saltzman & Vijay Mehrotra, 2001. "A Call Center Uses Simulation to Drive Strategic Change," Interfaces, INFORMS, vol. 31(3), pages 87-101, June.
    3. Tolga Çezik & Oktay Günlük & Hanan Luss, 2001. "An integer programming model for the weekly tour scheduling problem," Naval Research Logistics (NRL), John Wiley & Sons, vol. 48(7), pages 607-624, October.

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