Analýza hlasových aplikací v kontaktních centrech ČEZ, a.s.

Abstract

The analysis of voice applications used in customers offices in ČEZ. The objective of the thesis is an analysis of contemporary software used in customers offices in ČEZ; imperfections and security risks specification of this single applications and the suggestion of next steps for adjusting at the entiere system. The initial part of the thesis gives a theoretical background to the following production part of the thesis. The second part of my thesis is a presentation of company ČEZ and its subsidiary company ČEZ Zákaznické sluzby. The next part of my thesis describes the actual state of voice applications used in ČEZ Zákaznické služby; analysis included. Based on this analysis I summed up the results at the last part of my thesis and I suggested the strategies for next steps the service level of voice applications improvements.