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Simulation model of customer center

dc.contributor.advisorHampl Petr
dc.contributor.authorOzgun Saydanoglu
dc.date.accessioned2019-06-12T16:01:41Z
dc.date.available2019-06-12T16:01:41Z
dc.date.issued2019-06-11
dc.identifierKOS-782618670405
dc.identifier.urihttp://hdl.handle.net/10467/82806
dc.description.abstractThe complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service.cze
dc.description.abstractThe complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service.eng
dc.publisherČeské vysoké učení technické v Praze. Vypočetní a informační centrum.cze
dc.publisherCzech Technical University in Prague. Computing and Information Centre.eng
dc.rightsA university thesis is a work protected by the Copyright Act. Extracts, copies and transcripts of the thesis are allowed for personal use only and at one?s own expense. The use of thesis should be in compliance with the Copyright Act http://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf and the citation ethics http://knihovny.cvut.cz/vychova/vskp.html.eng
dc.rightsVysokoškolská závěrečná práce je dílo chráněné autorským zákonem. Je možné pořizovat z něj na své náklady a pro svoji osobní potřebu výpisy, opisy a rozmnoženiny. Jeho využití musí být v souladu s autorským zákonem http://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf a citační etikou http://knihovny.cvut.cz/vychova/vskp.html.cze
dc.subjectkontaktní centrumcze
dc.subjectsmerování hovorucze
dc.subjectpríchozí provozcze
dc.subjectodchozí provozcze
dc.subjectinteraktivní hlasová odezvacze
dc.subjectcustomer centereng
dc.subjectskill based routingeng
dc.subjectinbound trafficeng
dc.subjectoutbound trafficeng
dc.subjectinteractive voice responseeng
dc.titleSimulační model zákaznického centracze
dc.titleSimulation model of customer centereng
dc.typeMAGISTERSKÁ PRÁCEcze
dc.typeMASTER'S THESISeng
dc.contributor.refereeJareš Ewa
theses.degree.disciplineKomunikační systémycze
theses.degree.grantorkatedra teorie obvodůcze
theses.degree.programmeKomunikace, multimédia a elektronikacze


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