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Web Application for Making Predictions of a Call Centre
Mička, David ; Hynek, Jiří (referee) ; Bartík, Vladimír (advisor)
The goal of this thesis is to create a web application for creation of call centre predictions. The app should be able to replace current solutions that are in use in the daily operation of Kiwi.com s.r.o. The app should be more intuitive and easier to use and maintain than Verint or the spreadsheet solution of doing predictions. It should also have enough options for creation of tactical forecasts that allow the company to react on upcoming situations and should help set realistic expectations for the management of our customer centre.
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Voice systems usage and their application in the information society
Laštovička, Petr ; Papík, Richard (advisor) ; Fiala, Jakub (referee)
This bachelor thesis deals with the problems of speech recognition and its practical use. This function is described theoretically for more scientific disciplines, as well as towards the Information Sciences with emphasis on the thematic area of Human Computer Interaction. The work also includes a survey focused to obtain information on the behavior of users of contact centers - their habits, frequency of use, the type of service preference and request of new features. It also includes specific questions about the functions of speech recognition and voice identification. This pilot survey can be the basis for further extensive research. The aim is to determine the possibility of using speech recognition and the real needs of users.
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Web Application for Making Predictions of a Call Centre
Mička, David ; Hynek, Jiří (referee) ; Bartík, Vladimír (advisor)
The goal of this thesis is to create a web application for creation of call centre predictions. The app should be able to replace current solutions that are in use in the daily operation of Kiwi.com s.r.o. The app should be more intuitive and easier to use and maintain than Verint or the spreadsheet solution of doing predictions. It should also have enough options for creation of tactical forecasts that allow the company to react on upcoming situations and should help set realistic expectations for the management of our customer centre.
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Voice systems usage and their application in the information society
Laštovička, Petr ; Papík, Richard (advisor) ; Fiala, Jakub (referee)
This bachelor thesis deals with the problems of speech recognition and its practical use. This function is described theoretically for more scientific disciplines, as well as towards the Information Sciences with emphasis on the thematic area of Human Computer Interaction. The work also includes a survey focused to obtain information on the behavior of users of contact centers - their habits, frequency of use, the type of service preference and request of new features. It also includes specific questions about the functions of speech recognition and voice identification. This pilot survey can be the basis for further extensive research. The aim is to determine the possibility of using speech recognition and the real needs of users.
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Outsourcing in India
Pelčíková, Lucie ; Štipl, Zdeněk (advisor) ; Hříbek, Martin (referee)
This thesis is about the development of outsourcing in India, its cause and consequences. It also presents outsourcing in other countries and describes the cooperation between these countries and India. The aim of this thesis is to find out whether outsourcing in India is only a temporary matter or whether we are witnessing a development of an entirely new way of services that will radically define India's future. The thesis also examines the situation in partner countries, their relationship to India and their tendency to use outsourcing. There are also presented opinions of various specialists and other authorities dealing with this topic, too. I believe that these opinions would help the reader to form their own view.
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