Implementación de una plataforma multicanal de contact center para la modalidad de teletrabajo
The present project seeks to implement a multi-channel platform to be used under the telework modality in a contact center company in the city of Quito, Ecuador. A description will be made of the current telephony technological infrastructure that the company has, defining architecture and system ca...
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| Formato: | bachelorThesis |
| Idioma: | spa |
| Publicado em: |
2019
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| Acesso em linha: | http://dspace.udla.edu.ec/handle/33000/11520 |
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Adicionar Tag | Resumo: | The present project seeks to implement a multi-channel platform to be used under the telework modality in a contact center company in the city of Quito, Ecuador. A description will be made of the current telephony technological infrastructure that the company has, defining architecture and system capacity. After that, contact center solutions of the current market will be described to be evaluated together with the description of the required functionalities. At the same time, the design of the infrastructure where the platform will work will be elaborated and the optimization of the WAN connections of the company will be proposed in order to guarantee the access to the applications to the teleworking users. A cost analysis will be developed and the benefit that the project will bring to the company to finally execute the implementation of the platform, which includes the configuration of rules and securities at the UMT Firewall level, Internet links, VPN SSL-L2TP-IPSec, configuration of servers, configuration of SIP lines, configuration of cellular gateways and integration of VoIP channels, Email, web page, social networks. |
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