Integracija računala i telefonije u kontaktnim centrima distribuiranih poslovnih okruženja

scientific master's theses

• Title (english): Computer telephony integration in contact centres of distributed business environments
• Author: Slaven Mutinić
• Mentor: Dragan Jevtić (mentor)
• Committee member: Miljenko Mikuc (predsjednik povjerenstva)
• Committee member: Dragan Jevtić (član povjerenstva)
• Committee member: Krunoslav Tržec (član povjerenstva)
• Granter: University of Zagreb; Faculty of Electrical Engineering and Computing; (Department of Telecommunications); Zagreb
• Defense date and country: 2011-12-09, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Electrical Engineering
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Computing
• Universal decimal classification (UDC): 621.3 - Electrical engineering ; 004 - Computer science and technology. Computing. Data processing

Abstract

Vrlo bitan element današnjeg poslovanja je interakcija s korisnikom, koja treba povećavati učikovitost komunikacije s klijentom, pridonoseći ugledu tvrtke i ostvarivanju dodatnih prihoda. Kontaktni centar u IP okruženju (IPCC - Internet Protocol Contact Center) predstavlja cjelovito, složeno organizacijsko-tehnološko rješenje u kojemu je ostvaren visoki stupanj integracije funkcija uporabom jedne tehnološke infrastrukture. Objedinjuje više različitih vrsta prikaza podataka (govorna komunikacija, fax, E-mail, SMS,...), kompletnu dvosmjernu komunikaciju po različitim standardima koji su propisani za pojedine vrste komunikacije, i kompletno administriranje podataka različitih vrsta. Integrirani kontaktni centar povezuje tvrtku i klijenta kroz sve raspoložive kanale komunikacije na korisniku najprihvatljivi način i to onim medijem kojim se najviše služi. Integrirajući programska rješenja kako bi klijent s jednog mjesta bio upoznat s traženim informacijama ili proizvodima tvrtke te svojom povezanošću sa infrastrukturom tvrtke omogućava ispunjavanje osnovne potrebe korisnika da bude zapamćen. Na taj način pomaže razvoju odnosa izmenu tvrtke i korisnika koji više ne započinje sa svakim kontaktom, nego se permanentno razvija omogućujući dublju povezanost i plodniju suradnju.

Abstract (english)

A very important element of todays business is user interaction, which has to improve the efficiency of comunication with the user, automatically improving the firms reputation and income growth. Internet protocol contact center represents a whole, complex technological solution in which there is a high level of integration of functions, with the use of one infrastructure. There is a mesh of various types of data presentation (voice communication, fax, email, SMS,...), a complete two way communication based on various standards that are used for every type of communication, and a complete administration of various data types. Internet protocol contact center connects the firm and the client trough every available chanel of communication that is most suited for the user. In this way it helps to develop a better relationship between the firm and the client which do not start all over with every new contact, but they are premanently getting better with every contact, allowing a better and more fruitfull and easier collaboration.

• Keywords: IP kontaktni centar; IPCC; VoIP; IP telefonija
• Keywords (english): IP contact center; IPCC; VoIP; IP telephony
• Language: croatian
• URN:NBN: urn:nbn:hr:168:415311
• Project: Number: 036-0362027-1640; Title: UPRAVLJANJE MREŽOM I USLUGAMA TEMELJENO NA ZNANJU; Leader: Dragan Jevtić; Jurisdiction: Croatia; Funder: MZOS; Funding stream: ZP
• Study programme: Title: Postgraduate master programme in electrical engineering; Study programme type: university; Study level: postgraduate; Academic / professional title: Magistar znanosti elektrotehnike (Magistar znanosti elektrotehnike)
• Catalog URL: http://lib.fer.hr/cgi-bin/koha/opac-detail.pl?biblionumber=37236
• Type of resource: Text
• Extent: 137 str ; 30 cm
• File origin: Born digital
• Access conditions: Closed access
• Created on: 2020-08-28 09:27:37