M. P. Farkhadov, N. V. Petukhova, D. V. Efrosinin, O. V. Semenova, “Two-node network model with unlimited queues for performance characteristics estimation and optimization of voice self-service portals”, Probl. Upr., 2010, Issue 6,Pages <nobr>53

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Two-node network model with unlimited queues for performance characteristics estimation and optimization of voice self-service portals

M. P. Farkhadov^a, N. V. Petukhova^a, D. V. Efrosinin^b, O. V. Semenova^c

^a Institute of Control Sciences, Russian Academy of Sciences, Moscow
^b Peoples Friendship University of Russia
^c "Information and Net Technology", Moscow

Abstract: The paper considers a two-node network model with unlimited queues to nodes to estimate and optimize voice self-service portals based on the computer speech recognition. The stationary probabilities of the system states are obtained and the performance characteristics are derived.

Keywords: call center, self-service, two-node network model, stationary probabilities of the system states, computer speech recognition.

UDC: 519.872.1-5+004.5-8