Collaborative software agents based on JADE for distributed data processing

The collaboration process among individuals with heterogeneous skills in a distributed virtual environment represents a crucial element of the extended enterprise. In last year contact centers become more complex in their function and organization so that the data processing becomes more formal to ensure consistency and efficiency. This research proposes a preliminary look at data processing in a contact center with complex architectures, by introducing collaborative software agents. A multi-agent system is employed to coordinate tasks and information stored in heterogeneous resources. The system architecture is first discussed in this paper. The JADE (Java Agent DEvelopment Framework) implementation of the system provides an environment to coordinate data processing and integrate rules, optimization and simulation models.