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In August 2010, Google released a plugin that provides integrated telephone service within Gmail's Google Chat interface. The feature initially lacked an official name, with Google referring to it as both "Google Voice in Gmail chat" and "Call Phones in Gmail". [71] [72] [73] The service logged over one million calls in 24 hours.
With Unardi serving as CEO and Kusuma as chief technology officer (CTO), [6] [21] they also implemented 24-hour customer service in multiple languages [16] and moved from a metasearch model to a full online travel agency (OTA) [22] and ticket reservation website. [17]
Google Voice is a telephone service that provides a U.S. phone number to Google Account customers [1] in the U.S. and Google Workspace (G Suite by October 2020 [2]) customers in Canada, Denmark, France, the Netherlands, Portugal, Spain, Sweden, Switzerland, the United Kingdom and the contiguous United States. [3]
Queueing theory is a branch of mathematics in which models of service systems have been developed. A call centre can be seen as a queueing network and results from queueing theory such as the probability an arriving customer needs to wait before starting service useful for provisioning capacity. [30]
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