Diseño de un sistema de VOZ/IP para un Call Center en el hospital docente de la Policía Nacional Guayaquil Nª 2.
Fecha
2015-03-20
Autores
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería en Teleinformática.
Resumen
El presente proyecto consiste en el diseño de un sistema de Voz/IP para la operación de un Call Center, para brindar asistencia y suministrar la solicitud de una cita médica en el Hospital Docente de la Policía Nacional Guayaquil N°2 (HDPNGN2.), actualmente existe una sobredemanda en el servicio de asignación de citas médicas, debido a la falta de un medio virtual que suministre la suficiente información a los usuarios, generando congestión, inconformidad y malestar en los usuarios que viajan de ciudades lejanas. Esta investigación se direcciona hacia la caracterización del diseño de un plataforma de telecomunicaciones, haciendo uso de la tecnología de Voz IP y sus grandes beneficios como reducción de costos en la utilización de software libre llamado Asterisk, la cual permite realizar funcionalidades de un call center en las aplicaciones de módulos que cubren las necesidades de asignar, verificar, cancelar y reasignar citas y gestionar información a los usuarios, y de esta manera integrar los conceptos de Call Center y VoIP para construir un prototipo que cubra necesidades de atención personalidad con los usuarios. Por lo cual se determina como solución para centros médicos u hospitales, para brindar una atención eficaz y eficiente al momento de solicitar una cita, el diseño se basa bajo las conclusiones obtenidas de los muchos tipos de investigación aplicados en el campo de estudio y de las encuestas realizadas a los usuarios que acuden al HDPNGN2, la cual se beneficiaran con una mejor atención a través de un call center, finalmente se especifican los presupuestos referenciales para futura implementación con el fin de brindar un mejor servicio.
This Project is about A Design of a Voz/IP System for the operation of a Call Center Service, in order provide assistance and submit the request of the medical appointments in Hospital Docente de la Policia Nacional Guayaquil N° 2(HDPNGN2), Actually there is an excess demand in receivership services of medical appointments, because of the lack of a virtual environment to supply as much information to the users that travels from far away cities. This research is directed towards the design characterization of a telecommunications platform, using Voice IP Technology and its great benefits such as the reduction cost in the use of free software called Asterisk, it enables multiple and complex functionalities from a call center in the on line application module that cover the needs to assign, verify, cancel and reallocate appointments and manage information to the users, and in this way integrate the call center concepts over VoIP to build a prototype that provides personalized services to the people. It could be a great solution for medical centers and hospitals to provide effective services when someone asks for an appointment, the design is based on the conclusions that I got after a lot of investigations applied in the study field and surveys that I did to the users that attend to the HDPNGN2, those people will benefit with better service through a call center, finally I detail a reference budget for a future implementation in order to provide the best services.
This Project is about A Design of a Voz/IP System for the operation of a Call Center Service, in order provide assistance and submit the request of the medical appointments in Hospital Docente de la Policia Nacional Guayaquil N° 2(HDPNGN2), Actually there is an excess demand in receivership services of medical appointments, because of the lack of a virtual environment to supply as much information to the users that travels from far away cities. This research is directed towards the design characterization of a telecommunications platform, using Voice IP Technology and its great benefits such as the reduction cost in the use of free software called Asterisk, it enables multiple and complex functionalities from a call center in the on line application module that cover the needs to assign, verify, cancel and reallocate appointments and manage information to the users, and in this way integrate the call center concepts over VoIP to build a prototype that provides personalized services to the people. It could be a great solution for medical centers and hospitals to provide effective services when someone asks for an appointment, the design is based on the conclusions that I got after a lot of investigations applied in the study field and surveys that I did to the users that attend to the HDPNGN2, those people will benefit with better service through a call center, finally I detail a reference budget for a future implementation in order to provide the best services.
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Palabras clave
TECNOLOGÍA ASTERISK, SISTEMA VOZ/IP