Integrace cloudového service desk řešení s IP telefonními službami

Abstract

The main topic of this diploma thesis is focused on problems of nowadays call center and possibilities of their modernization. The technical support can be one of the main elements in the company environment and that is the reason why it must be built on a logical distribution of incoming instances. In course of time, modern communication channels come to the fore. These channels need to be unified with one platform and integrated to the one system.

The goal was to find the best solution and implement it to the existing infrastructure, which have had only some basic features of call center. Diploma thesis is for one thing focusing on new technologies and for another to effectively use the knowledge of SD agents ensuring their comfort at work. The new solution will enable high-quality customer support and infrastructure extensibility for the future changes.