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You searched for subject:(contact center apps). One record found.

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1. Zak, Edvard. Including Smartphone End User Apps in the Context of the Company Contact Center.

Degree: Division of Visual Information and Interaction, 2014, Uppsala University

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

…smartphone apps, GenesysLabs’ contact center platform and personal customer service over the voice… …smartphone apps to establish connections to the contact center platform over the Internet. This… …company contact center were initiated by conducting a market inventory of customer service apps… …of contact center related apps, a market inventory was conducted. The results presented in… …functionality that none of the apps appear to use is to attach multimedia to a contact center voice… 

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Zak, E. (2014). Including Smartphone End User Apps in the Context of the Company Contact Center. (Thesis). Uppsala University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-229094

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Zak, Edvard. “Including Smartphone End User Apps in the Context of the Company Contact Center.” 2014. Thesis, Uppsala University. Accessed December 08, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-229094.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Zak, Edvard. “Including Smartphone End User Apps in the Context of the Company Contact Center.” 2014. Web. 08 Dec 2019.

Vancouver:

Zak E. Including Smartphone End User Apps in the Context of the Company Contact Center. [Internet] [Thesis]. Uppsala University; 2014. [cited 2019 Dec 08]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-229094.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Zak E. Including Smartphone End User Apps in the Context of the Company Contact Center. [Thesis]. Uppsala University; 2014. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-229094

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

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