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Title Including Smartphone End User Apps in the Context of the Company Contact Center
Publication Date
Discipline/Department Division of Visual Information and Interaction
University/Publisher Uppsala University
Abstract Smartphones are becoming increasingly popular, with the result that customers prefer to carry out at least some customer services using an app on a mobile device. Among app users, smooth transfer to a live agent is seen as an important feature and this means that the company contact center need a solution to handle this as well as increasing numbers of interactions. The question this thesis tries to answer is "how can smartphone end user apps be included in the context of the company contact center"? To answer this question research was conducted regarding the possibilities of an Android smartphone, with the results of this research being used to define a use case, a state flow diagram and create a demonstration app. The thesis showed that it is possible to have an app as an online channel for customer service interactions. New possibilities in comparison to traditional telephony include that customer data such as topic, authentication, location and multimedia can be sent to the contact center before an actual interaction is started.
Subjects/Keywords contact center apps; contact center; customer service; app; Android; Genesys
Language en
Country of Publication se
Record ID oai:DiVA.org:uu-229094
Repository diva
Date Indexed 2017-06-16

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…incoming voice, outbound voice campaigns and electronic channels including e-mail are run as different servers. (Genesys Telecommunications Laboratories, 2012; TeliaSonera, 2013b) Mobile engagement can be achieved with the add-on component Genesys

…Mobile Services (GMS), which allows externally accessible APIs while providing some built-in functionality to manage API requests. APIs are designed with the REST architecture and requests are sent to the GMS as HTTP POSTs (Genesys

…allows callbacks and sending push notifications to an end user. Basic Mobile Engagement Services Based on Genesys Mobile Services Genesys Mobile Services provides a basic functionality to allow smartphone apps to establish connections to the…

…the API of the externally accessible GMS-based services. (Genesys Telecommunications Laboratories, 2013b) Table 1: API of external GMS-based services for v8.1.1 (Genesys Telecommunications Laboratories, 2013b) Service Parameters…

…interaction, a call to match-interaction always has to be preceded by a call to request-access, but this will usually happen in different sessions. See Table 2 for API-details of the internal GMS-based services. (Genesys Telecommunications Laboratories…

…2013b) Table 2: API of internal GMS-based services for v8.1.1 (Genesys Telecommunications Laboratories, 2013b) Service Parameters Type match-interaction, request match-interaction, response request-access, request request-access…

…service described in Table 1, with the difference that the service name is a custom value. Genesys also provides a number of examples of specialized services which have additional parameters specified. Examples relevant for this thesis are request-inbound…

…immediate and request-outbound-delayed. (Genesys Telecommunications Laboratories, 2013d) ORS, along with URS described later, is the component of the CIM platform that provides core functionality for interaction management. ORS dynamically manages…