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Title:
UVEDBA IP TELEFONIJE V SLUŽBI ZA PODPORO UPORABNIKOM V PODJETJU SRC.SI
Authors:
ID
Božič, Maja
(
Author
)
ID
Bernik, Igor
(
Mentor
)
More about this mentor...
Files:
UNI_Bozic_Maja_2009.pdf
(1,83 MB)
MD5: B06BBA90805F7FB8D895BAE8B04E2329
PID:
20.500.12556/dkum/e77a24d8-52af-4aef-a459-400f4df06414
Language:
Slovenian
Work type:
Undergraduate thesis
Organization:
FOV - Faculty of Organizational Sciences in Kranj
Abstract:
Diplomsko delo obravnava uvedbo IP telefonije na Službi za podporo uporabnikom v podjetju SRC.SI. V teoretičnem delu je predstavljen klicni center, prenova službe za podpore uporabnikom ter osnovne značilnosti IP telefonije. V praktičnem delu naloge je opisano obstoječe stanje telefonije v podjetju ter predlagane metode in podporna orodja za izboljšavo. Po prenovi službe za podporo uporabnikom se je pokazalo potreba po spremembi telefonije zaradi vse večjega števila uporabnikov in s tem tudi več telefonskih klicev. Predlagana rešitev je nadgradnja telefonije v pravo IP telefonijo. Prav tako je predlagano podporno orodje, ki bo zagotavljajo ustrezno delo Službe za podpore uporabnikov ter s tem večjo zadovoljstvo strank.
Keywords:
- Služba za podporo uporabnikom (klicni center) - Upravljanje incidentov - IP telefonija - Podporo orodje - Zadovoljstvo strank
Place of publishing:
Maribor
Year of publishing:
2009
PID:
20.500.12556/DKUM-10204
COBISS.SI-ID:
6447379
NUK URN:
URN:SI:UM:DK:CNA2WAFG
Publication date in DKUM:
04.06.2009
Views:
2746
Downloads:
266
Metadata:
Categories:
FOV
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Secondary language
Language:
English
Title:
IMPLEMENTING THE IP TELEPHONY IN SERVIS DESK DEPARTMENT FOR USERS SUPPORT IN COMPANY SRC.SI
Abstract:
Diploma discusses about changing existent telephony into IP telephony in Help desk in Slovenian organization SRC.SI. Theoretical part of diploma presents help desk, renovation of help desk and basic features of IP telephony. Practical part of diploma describes existent condition of telephony in organization and suggested methods and support tools for improvement. After renovation of help desk their employments meet a need for changing telephony because the number of users have risen and with this also larger number of calls. Suggested solution for organization is upgrade to real IP telephony and support tool which will assured suitable work and larger satisfaction of users.
Keywords:
- Help desk - Incident management - IP telephony - Support tool - Users satisfaction
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