|
|
Proposal of Call Center Technology Changing
Vavrisová, Lenka ; Svoboda, Jan (referee) ; Ondrák, Viktor (advisor)
Objective of this work is to inform readers obout questions of telecommunication systems, whether analog or digital, and above all of the systems based on VoIP technology. Main intention of this bachelor work is then design of functional Call Center system and voice network, that would substitute present obsolete TDM system of concrete corporation.
|
|
|
Advanced analysis of spontaneous spoken dialogues
Musil, David ; Burget, Radim (referee) ; Atassi, Hicham (advisor)
First part of this thesis contains information about call centers. This chapter focuses at their origin and history and basic division of software call centers use. Second chapter contains ways of processing speech and methods for call quality evaluation. Next chapter provides a description of basic dialogue features such as reaction, hesitation and interruption. Following chapters contain desing and description of graphic environment designed in Matlab programming language for previously mentioned basic dialogue features from data provided by thesis supervisor and their use for conversation analysis. Second part of thesis describes the process of creation a call assessment. It includes gathering necessary data for this part of thesis, their subsequent modification, usage and discussion of results and foundings.
|
|
|
Analysis of Telephone Call of Two People
Herceková, Monika ; Schwarz, Petr (referee) ; Matějka, Pavel (advisor)
This thesis deals with analysis of two people's phone call. It describes possible ways of speech and silence appearence in record and reasons criteria for listening the record. There is implemented prototype of application suggested in the thesis for analysis of telephone call. There are introduced possible extensions of the work at the end of the thesis.
|
|
|
Proposal to Increase the Performance of the Medical Center.
Kobe, Pavel ; MBA, Tomáš Oborný, (referee) ; Pokorný, Jiří (advisor)
This diploma thesis focuses on a possibility of introducing of assistance services in medical facilities or a setting up of a new subsidiary company for these services that increase a comfort for patients. It contains the instructions how to realize the comfort of the health conditions which is provided by the health care system in the Czech Republic. It specifies a method that increases a performance of an additional medical facility service.
|
|
|
Call Center Process Automation Plan in ISO 9001:2000 Certified Organization
Hovadík, Jiří ; Liška, Jiří (referee) ; Dydowicz, Petr (advisor)
This master’s thesis deals with system of evidence customer requests in service organization. The introduction describes services activities in domain are focused on payment terminals and contemporary situation in call center. The suitable selection implementation tools are done. The second part contains the design of system for requests evidence and design of imports for service information system. The evaluation of the master’s thesis and some future improvements are presented.
|
|
| |
|
|
Business plan
Cugerean, Jiří ; Vencl, Tomáš (referee) ; Kříž, Jiří (advisor)
This Master's thesis deals with entrepreneurial intention of Invia.cz s.r.o. company. Aim of the thesis is extension of company. Based on analysis of current condition of copany, There is also offered specific design and realization of new created call center, that can help to festen the position of company on tourism market.
|
|
|
Position and role of call centers
Blažej, Michal ; Sejpková, Pavlína (referee) ; Chalupský, Vladimír (advisor)
This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.
|
|
|
Telemarketing
Špicová, Martina ; Hanák, David (referee) ; Chalupský, Vladimír (advisor)
The Master’s thesis analyses problems connected with purchasing and providing information by the means of telemarketing. On the basis of the obtained imperfections, this Master’s thesis includes the proposal of the process of communication by the means of the customer line, which ensures its more effective function.
|
|
|
Automatic Attendant application using Asterisk PBX
Benýšek, Jiří ; Krajsa, Ondřej (referee) ; Kovář, Petr (advisor)
Application of IP telephony is still more and more popular. This technology is designed for large companies as well as for home or office use. If customer needs to use advanced features of the private branch exchanges, he had to purchase more expensive solutions than common equipment. These professional products may be replaced by open source solutions, which can fully replace them. Private branch exchange Asterisk is one example of these products. Bachelor’s thesis is focused on IP telephony, treats of basic principles and network protocols used by this service. This thesis then describes the public branch exchange Asterisk, its possibilities for use in call centers and administration of call queues using this PBX. After theoretical analysis, this thesis deals with installation and configuration of this PBX. It includes installation of necessary operating system, additional packages containing necessary libraries and modules needed for correct function of the PBX. Configuration of Asterisk such as creation of user accounts of SIP protocol and dialplan is described in the next chapter and then all of these functions are tested. Achieved practical results are presented in the last chapter of this bachelor’s thesis.
|
guest ::
