User talk:Telephony Application Grids
Telephony Application Grids (TAG) is the use of several distributed computers to perform telephony applications such as predictive dialing and Automatic Call Distribution (ACD) in call centers. It is a form of distributed computing whereby a virtual server is composed of a cluster of networked, loosely coupled computers, acting in concert to perform tasks such as predictive dialing and ACD. This technology has been applied in commercial enterprises for inbound and outbound call center applications. A Telephony Application Grid can be confined to a network of computer workstations within a corporate building or it can be extended to home based agents or geographically distributed agents in multiple countries in different time zones.
What distinguishes TAG from conventional centralized servers based telephony is that telephony grids tend to be more loosely coupled, heterogeneous, and geographically dispersed. Also, TAG utilizes the computing resources of agents’ desktops which would otherwise only be utilized for running CRM applications in the call center.
The primary advantage of TAG is that each node can be purchased as commodity hardware, which when combined can produce similar computing resources to a specialized application server, but at lower cost. This is due to the economies of scale of producing commodity hardware, compared to the lower efficiency of designing and constructing a small number of custom application servers. TAG based applications readily lend themselves to run in a Software as a Service (SaaS) model. SaaS is “software that is owned, delivered and managed remotely by one or more providers.” (Gartner 2007). They are consumed in a one-to-many model, and SaaS uses a Pay As You Go (PAYG) model or a subscription model that is based on usage. Providers of SaaS do not necessarily own the computing resources themselves, which are required to run their SaaS. In case of TAG, the SaaS provider does not own the computers sitting on call center premise.
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