title: ÐÐ¿ÑÐ¸Ð¼Ð¸Ð·Ð°ÑÐ¸Ñ ÑÐ°Ð±Ð¾ÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ð¸Ð½ÑÐµÑÐ½ÐµÑ-Ð¿ÑÐ¾Ð²Ð°Ð¹Ð´ÐµÑÐ° Ð·Ð° ÑÑÐµÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÐÐ¢-Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÑ
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: Optimization of the call center of the internet provider by improving the IT infrastructure
Creators: name: ÐÐ¸ÑÑÐ³Ð¸Ð½, ÐÐ²Ð°Ð½
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: 2021
Subjects: mindbox
Ð¾Ð¿ÑÐ¸Ð¼Ð¸Ð·Ð°ÑÐ¸Ñ
ÑÐ°ÑÑÑÐ»ÐºÐ¸
Ð°Ð±Ð¾Ð½ÐµÐ½ÑÑ
ÑÐ°Ð±Ð¾ÑÐ° Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ
optimization
mailings
subscribers
information system operation

description: Ð¦ÐµÐ»Ñ ÑÐ°Ð±Ð¾ÑÑ â Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð² ÐºÐ¾Ð»Ð» ÑÐµÐ½ÑÑ Ð¸Ð½ÑÐµÑÐ½ÐµÑ-Ð¿ÑÐ¾Ð²Ð°Ð¹Ð´ÐµÑÐ°, Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ°ÑÐ¸Ñ ÑÐ°Ð±Ð¾ÑÑ Ð¸ Ð½Ð°ÑÑÑÐ¾ÐµÐº ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ° Ð¸ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÑÑÑÐºÑÑÑÐ°, Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐ¸ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ, Ð¿Ð¾Ð¸ÑÐº ÐºÐ»ÑÑÐµÐ²ÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼; - ÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²ÐºÐ° ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð¸ Ð¾Ð³ÑÐ°Ð½Ð¸ÑÐµÐ½Ð¸Ð¹ Ðº Ð²Ð½ÐµÐ´ÑÑÐµÐ¼Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ðµ; - Ð¾Ð±Ð·Ð¾Ñ Ð¾ÑÐµÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ ÑÑÐ½ÐºÐ° CRM-ÑÐ¸ÑÑÐµÐ¼ Ð¸ Ð²ÑÐ±Ð¾Ñ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐ³Ð¾ ÑÐµÑÐµÐ½Ð¸Ñ; - Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÑÐ½ÐºÑÐ¸Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ ÐµÑ ÐºÐ¾Ð½ÑÐ¸Ð³ÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ. ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° ÑÐ´ÐµÐ»Ð°Ð½Ð°, ÑÑÐºÐ¾Ð²Ð¾Ð´ÑÑÐ²ÑÑÑÑ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð½Ð¾Ð¹ Ð´Ð¾ÐºÑÐ¼ÐµÐ½ÑÐ°ÑÐ¸ÐµÐ¹ Ð¾ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÐÐÐ Â«ÐÐ¾Ð±Ð¸Ð»ÑÐ½ÑÐµÐ¢ÐµÐ»ÐµÐ¡Ð¸ÑÑÐµÑÑÂ», Ð¾ÑÐºÑÐ´Ð° Ð±ÑÐ»Ð° Ð²Ð·ÑÑÐ° Ð¾ÑÐ½Ð¾Ð²Ð½Ð°Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ñ, ÑÐ°ÐºÐ¶Ðµ Ð±ÑÐ»Ð¸ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ Ð¿ÑÐ¾ÐµÐºÑÐ½ÑÐµ Ð´Ð¾ÐºÑÐ¼ÐµÐ½ÑÐ°ÑÐ¸Ð¸ Ð¸ ÑÑÑÐ°Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð½ÑÐµ Ð¼ÐµÑÐ¾Ð´Ñ: ÑÑÐ°Ð²Ð½ÐµÐ½Ð¸Ðµ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¸ Ð¿ÑÐ¾Ð³Ð½Ð¾Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÐÑÐ¾Ð³Ð¸ Ð¿ÑÐ¾Ð²ÐµÐ´ÑÐ½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: - Ð´Ð°Ð½Ð° ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ° Ð¸ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸Ðµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ; - ÑÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÐºÐ»ÑÑÐµÐ²ÑÐµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ; - Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð¿Ð¾Ð¸ÑÐº Ð½Ð° ÑÑÐ½ÐºÐµ Ð¸ Ð½Ð°Ð¹Ð´ÐµÐ½Ð¾ ÑÐµÑÐµÐ½Ð¸Ðµ; - Ð¿ÑÐ¾Ð´ÐµÐ¼Ð¾Ð½ÑÑÑÐ¸ÑÐ¾Ð²Ð°Ð½ ÑÑÐ½ÐºÑÐ¸Ð¾Ð½Ð°Ð» ÑÐ¸ÑÑÐµÐ¼Ñ Ð¸ ÐµÐµ ÐºÐ¾Ð½ÑÐ¸Ð³ÑÑÐ°ÑÐ¸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»ÐµÐ½Ð° Ð¸ÑÐ¾Ð³Ð°Ð¼Ð¸ Ð¾Ð¿ÑÐ¸Ð¼Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸: ÑÐºÐ¾ÑÐ°Ñ Ð¿ÐµÑÐµÐ´Ð°ÑÐ° Ð´Ð¾ÐºÑÐ¼ÐµÐ½ÑÐ¾Ð², Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð½ÑÐ¹ Ð¸ ÑÑÑÐµÐºÑÐ¸Ð²Ð½ÑÐ¹ ÑÑÐµÑ, Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÐ»Ð° Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³. ÐÑÐ¸ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÐ¸ Ð² Ð´Ð°Ð»ÑÐ½ÐµÐ¹ÑÐµÐ¼ Ð²ÐµÑÐ¾ÑÑÐ½Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÐµÐ¹.
description: The purpose of the work is to study the implementation of IS in the call center of an Internet provider, to demonstrate the work and settings of the system.Work tasks: - characteristics and description of the enterprise, organizational structure, management features, search for key problems; - formulation of requirements and restrictions for the implemented system - overview of the domestic market of CRM systems and the choice of a suitable solution; - demonstration of system functions and its configuration.. This work was done, guided by the documentation provided on the activities of Â«MobileTeleSistesÂ» PJSC, from where the basic information was taken, project documentation and the company's charter were also used. Methods used: comparison, business process modeling and forecasting. Results of the work: - given a characteristic and description of the enterprise; - key problems are formulated; - a search was carried out in the market and a solution was found; - the functionality of the system and its configuration are demonstrated. The practical significance of the work is determined by the results of optimization in the company: an early transfer of documents, automated and efficient accounting, an increase in the number of services provided. If necessary, a possible increase in capabilities.