Modeling Considerations in BPO Multiplexing Environment

Abstract

Outsourcing, during its establishment phase, focused on the socio-economic and the managerial concerns of the companies, countries and people involved. As a step towards the next generation outsourcing, we need to ascertain a technology framework to outsource in a secure and optimized manner with reduced reliance on litigations approach. This paper discusses issues involved in simulation and modeling studies for Business Processing Outsourcing (BPO). Multiplexing of BPO infrastructure using Customer Interface Array (CIA), is a distributed environment across various service centers, to minimize delays, maximize efficiency and improve customer satisfaction. The paper discusses a Fuzzy Logic based methodology for customer load balancing across the various service centers. This algorithm is for deployment at the level of the Inter-Dialoguing Processor (IDP), which is used as a resource for facilitating communication between the CIA and the various service centers. IDP is useful to establish context-awareness in BPO environment.