title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM-Ð¼Ð¾Ð´ÑÐ»Ñ Ð´Ð»Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ°Ð±Ð¾ÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° ÑÐµÐ»ÐµÐºÐ¾Ð¼ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ°
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Development of the project for the implementation of crm module for automation of the call center of telecom provider
Creators: name: Ð¢ÑÑÐ¸Ð½Ð°, ÐÐ»ÐµÐ½Ð°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2022
Subjects: ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑ
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ
ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð²
ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹
Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð½Ð°Ñ Ð¾ÑÐµÑÐµÐ´Ñ ÑÐ¾Ð¾Ð±ÑÐµÐ½Ð¸Ð¹
call center
automation
customer satisfaction
development of requirements
personalized message queue
system model

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð¸Ð»Ð¾ÑÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¾ÑÐ½Ð¾Ð²Ð½Ð¾Ð³Ð¾ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ° ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ð·Ð° ÑÑÐµÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÑÑÑÐµÐ³Ð¾ Ð¼Ð¾Ð´ÑÐ»Ñ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ:1. ÐÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ Ð¾ÑÑÐ°ÑÐ»Ð¸, Ð°Ð½Ð°Ð»Ð¸Ð· Ð²Ð»Ð¸ÑÐ½Ð¸Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ¾Ð² Ð½Ð° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð².2. ÐÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ ÑÐµÐ»ÐµÐºÐ¾Ð¼ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ°, ÑÑÐµÐ±ÑÑÑÐ¸Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ Ð²ÑÐ±Ð¾Ñ ÑÐ¾Ð¾ÑÐ²ÐµÑÑÑÐ²ÑÑÑÐµÐ³Ð¾ ÑÐµÑÐµÐ½Ð¸Ñ.3. ÐÑÐ¾ÐµÐºÑÐ½Ð¾Ðµ Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ðµ ÐºÐ¾Ð¼Ð°Ð½Ð´Ñ Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ ÑÐ¸ÑÐºÐ¾Ð².4. ÐÑÐ¾ÐµÐºÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ CRM Ð¼Ð¾Ð´ÑÐ»Ñ.5. ÐÐ½Ð°Ð»Ð¸Ð· ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ CRM Ð¼Ð¾Ð´ÑÐ»Ñ. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½ÑÑ ÑÑÐ»ÑÐ³ Â«IntLineÂ». ÐÐµÑÐ¾Ð´Ñ: ÑÐ±Ð¾Ñ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ, Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð° ÐÐ°Ð½ÑÐ°, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², ÑÐ±Ð¾Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹, Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ðµ UML-Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¸Ð½ÑÐµÑÑÐµÐ¹ÑÐ¾Ð², Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð². ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ:- ÑÐ¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½ Ð¾ÑÐ½Ð¾Ð²Ð½Ð¾Ð¹ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ð² ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸ÑÑ Â«AS ISÂ» Ð¸ Â«TO BEÂ»;- ÑÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½ Ð¿Ð»Ð°Ð½ Ð¸ ÐºÐ¾Ð¼Ð°Ð½Ð´Ð° Ð¿ÑÐ¾ÐµÐºÑÐ°, Ð¾ÑÐµÐ½ÐµÐ½Ñ Ð¿ÑÐ¾ÐµÐºÑÐ½ÑÐµ ÑÐ¸ÑÐºÐ¸;- ÑÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº CRM Ð¼Ð¾Ð´ÑÐ»Ñ;- ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð° Ð¼Ð¾Ð´ÐµÐ»Ñ Ð¼Ð¾Ð´ÑÐ»Ñ Ñ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÐ¼Ð¸ Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð°Ð¼Ð¸;- Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐµÑÑÑ Ð¿Ð¾ÑÐµÐ½ÑÐ¸Ð°Ð»ÑÐ½ÑÐ¼Ð¸ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½ÑÑ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð¸ Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÑÑÑÐµÐ¹ ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð° Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².
description: The purpose of the work is to improve the main business process of the call center through the implementation of an automated module of CRM system.Tasks of the work:1. Telecom industry research, analysis of the impact of call center automation on customer satisfaction.2. Detection telecom provider problems requiring automation and selection of an appropriate solution.3. Project planning, team and risk identification.4. Designing the CRM module.5. Analysis of the results of the CRM module implementation project. Work is performed on the basis of telecommunication operator Â«IntLineÂ». Methods: data collection and analysis, Gantt chart, process modeling, requirements collection, UML diagramming, interface modelling, project performance evaluation. The main results of the work:- the main business process of the call center is modeled;- a project plan and a project team are formed, project risks are assessed;- requirements to CRM module are formulated;- the model of the module with necessary diagrams are developed;- assessment of the effectiveness of the implementation project is carried out. The practical significance of the work is determined the potential results of the project implementation in the company, based on the automation module requirements and models.Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.