Applying Swarm Intelligence Algorithms for Dynamic Load Balancing to a Cloud Based Call Center

Load-Balancing is a significant problem in heterogeneous distributed systems. Nowadays we face an extreme growth of computer systems and their complexities requiring advanced intelligent solutions for load-balancing that lead to autonomic self-organizing infrastructures. There is still a need to prove that real use cases can benefit from self-* approaches. We developed a pattern, called SILBA, for such an infrastructure based on decentralized control, intelligent and exchangeable policies for load-balancing, and black-board based communication mechanisms. Different types of algorithms (both intelligent and unintelligent) were plugged into SILBA. In this paper, we present one particular use-case – a Call Center that is operated in a Cloud environment.