Diseño de proyecto de migración de un centro de llamadas a un centro de contactos basado en ip

Abstract

This project is one the topics of the graduation seminar: System design of contact center based on IP technology. The main objective is to understand the operation of VoIp protocols and the equipments used in a Contact Center. To carry out the migration plan was revised the equipment features, operation of voice and data network that the company currently owns, was performed comparisons of prices, features and functionality to choose the best solutions of software and hardware for the contact center. In the first chapter we analyze the scope, objectives and project description. Followed by concepts about IP telephony, VoIP, protocols, factors that intervene on the quality of service and equipments necessary for a contact center. Next proceed to perform an audit the call center of Group Torres & Torres, analyzing the current situation, deficiencies and establishing the proposal of solution. In the final chapter we cover the design of the migration project consisting from technology to use until the total cost of implementation.