Implementación de un sistema de telefonía VOIP orientado al procesamiento y transferencia de datos garantizando la ciberseguridad de la Empresa Coach Company Powernet S.A.
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Fecha
2021-09-28
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería en Teleinformática.
Resumen
La empresa Coach Company POWERNET S.A., experimenta problemas con su call
center, principalmente por la obsolescencia del mismo, lo que hace que está presente
improductividad e ineficiencia al momento de prestar servicios de atención al cliente,
motivo por el cual, esta investigación tiene como objetivo general “Implementar el
sistema de telefonía VoIP orientado al procesamiento y transferencia de datos
garantizando la ciberseguridad de la empresa Coach Company POWERNET S.A.”.
Mientras que como metodología se recurre al método inductivo debido a que se
desarrollará un sistema de telefonía basado en las premisas de una teoría generalmente
aceptada como es la tecnología VoIP y el método experimental, ya que será preciso
realizar pruebas que permitan evidenciar el impacto de la propuesta en la empresa
beneficiaria. Cabe mencionar que se realizó una encuesta a los miembros del call center,
los cuales totalizan 8 personas, donde se obtuvo como resultado que las mayores
complicaciones que estos experimentaban era la derivación y desvío de llamadas, sin
contar con el hecho de que el actual sistema de telefonía experimenta saturaciones y
hacen que el sistema experimente constante caídas. Con la propuesta de este estudio, se
pudo evidenciar una mayor agilidad en cuanto a la capacidad de respuesta de los
asesores, lo que hizo que se redujera el tiempo de espera para tomar contacto con un
operador y brindo flexibilidad en las operaciones tales como las derivaciones con otros
departamentos.
The company Coach Company POWERNET SA, experiences problems with its call center, mainly due to its obsolescence, which makes it unproductive and inefficient when providing customer service, which is why this investigation has as general objective 'To implement the VoIP telephony system oriented to the processing and transfer of data, guaranteeing the cybersecurity of the company Coach Company POWERNET SA". While as a methodology the inductive method is used because a telephone system will be developed based on the premises of a generally accepted theory such as VoIP technology and the experimental method, since it will be necessary to carry out tests that allow to demonstrate the impact of the proposal in the beneficiary company. It is worth mentioning that a survey was carried out among the members of the call center, which total 8 people, where it was obtained as a result that the greatest complications they experienced were the derivation and diversion of calls, without taking into account the fact that the current telephony system experiences saturations and causes the system to have constant drops. With the proposal of this study, it was possible to demonstrate greater agility in terms of the response capacity of the advisors, which reduced the waiting time to contact an operator and provided flexibility in operations such as referrals with other departments.
The company Coach Company POWERNET SA, experiences problems with its call center, mainly due to its obsolescence, which makes it unproductive and inefficient when providing customer service, which is why this investigation has as general objective 'To implement the VoIP telephony system oriented to the processing and transfer of data, guaranteeing the cybersecurity of the company Coach Company POWERNET SA". While as a methodology the inductive method is used because a telephone system will be developed based on the premises of a generally accepted theory such as VoIP technology and the experimental method, since it will be necessary to carry out tests that allow to demonstrate the impact of the proposal in the beneficiary company. It is worth mentioning that a survey was carried out among the members of the call center, which total 8 people, where it was obtained as a result that the greatest complications they experienced were the derivation and diversion of calls, without taking into account the fact that the current telephony system experiences saturations and causes the system to have constant drops. With the proposal of this study, it was possible to demonstrate greater agility in terms of the response capacity of the advisors, which reduced the waiting time to contact an operator and provided flexibility in operations such as referrals with other departments.
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Palabras clave
REDES INTELIGENTES, TELEFONÍA VOIP, CALL CENTER, PRODUCTIVIDAD