• Contact center in a smart cities view : a comparative case study of Curitiba (Brazil), Porto Alegre (Brazil) and Philadelphia (USA)Macadar, Marie Anne; Lheureux-De-Freitas, Jorge; Schuch de Azambuja, Luiza; Luciano, Edimara MezzomoICEGOV '15-16 : proceedings of the 9th International Conference on Theory and Practice of Electronic Governance : March 20162016 / p. 215-222 http://dx.doi.org/10.1145/2910019.2910063