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

Anthony J. Brigandi, Dennis R. Dargon, Michael J. Sheehan and Thomas Spencer
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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

Interfaces, 1994, vol. 24, issue 1, 6-28

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.

Keywords: queues; applications; industries: communications (search for similar items in EconPapers)
Date: 1994
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