title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ IVR-ÑÐµÑÐµÐ½Ð¸Ñ Ð² call-ÑÐµÐ½ÑÑÐµ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° ÑÐ²ÑÐ·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 a project for the implementation of an IVR solution in the call center of a connunication operator
Creators: name: ÐÐ¾Ð½Ð°ÑÐ¾Ð², ÐÐ°Ð½Ð¸Ð¸Ð»
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: 2023
Subjects: IVR
Ð°Ð½Ð°Ð»Ð¸Ð·
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾ÐµÐºÑÐ°Ð¼Ð¸
ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ
analysis
business-planning
project management
economic efficiency

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ IVR-ÑÐµÑÐµÐ½Ð¸Ñ Ð² call-ÑÐµÐ½ÑÑÐµ. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: - ÐÐ¿ÑÐµÐ´ÐµÐ»Ð¸ÑÑ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ°Ð±Ð¾ÑÑ call-ÑÐµÐ½ÑÑÐ° Ð¸ Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÑ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸. - Ð¡ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ñ Ðº IVR-ÑÐµÑÐµÐ½Ð¸Ñ Ð´Ð»Ñ call-ÑÐµÐ½ÑÑÐ° Ð¸ Ð²ÑÐ±ÑÐ°ÑÑ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐµ, Ð¾ÑÐ½Ð¾Ð²ÑÐ²Ð°ÑÑÑ Ð½Ð° Ð°Ð½Ð°Ð»Ð¸Ð·Ðµ ÑÑÐ½ÐºÐ° Ð¸ Ð¿Ð¾ÑÑÐµÐ±Ð½Ð¾ÑÑÐµÐ¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. - Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ Ð¿ÑÐ¾ÐµÐºÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ IVR-ÑÐ¸ÑÑÐµÐ¼Ñ Ð² call-ÑÐµÐ½ÑÑÐµ. - ÐÑÐµÐ½Ð¸ÑÑ Ð¾Ð¶Ð¸Ð´Ð°ÐµÐ¼ÑÐ¹ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾-ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÑÑÐµÐºÑ Ð¾Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ IVR-ÑÐ¸ÑÑÐµÐ¼Ñ. ÐÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÑ ÑÐµÐ¼Ñ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑÑ Ð´Ð»Ñ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÐ¸ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° ÑÐ²ÑÐ·Ð¸ Ð¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð½Ð¾ÑÑÐµÐ¹ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð² Ð±ÑÑÑÑÐ¾Ð¼ Ð¸ ÐºÐ°ÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¼ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ð¸, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ»ÑÑÑÐ¸ÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ ÑÐ²Ð¾ÐµÐ¹ ÑÐ°Ð±Ð¾ÑÑ. ÐÑÑÐ¾ÑÐ½Ð¸ÐºÐ°Ð¼Ð¸ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð²ÑÑÑÑÐ¿Ð¸Ð»Ð¸ Ð´Ð°Ð½Ð½ÑÐµ Ð¾ÑÐµÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¹ Ð¸ Ð·Ð°ÑÑÐ±ÐµÐ¶Ð½Ð¾Ð¹ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð¾ÑÐ¸ÑÐ¸Ð°Ð»ÑÐ½ÑÑ ÐÐ½ÑÐµÑÐ½ÐµÑ-ÑÐµÑÑÑÑÐ¾Ð² Ð¸ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð°Ð³ÐµÐ½ÑÑÑÐ². ÐÐµÑÐ¾Ð´Ñ: ÐºÐ»Ð°ÑÑÐ¸ÑÐ¸ÐºÐ°ÑÐ¸Ñ, ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÐ½Ð¾Ðµ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², Ð¿ÑÐ¾Ð³Ð½Ð¾Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ, Ð¼ÐµÑÐ¾Ð´Ñ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ°Ð¼Ð¸, ÑÐºÑÐ¿ÐµÑÑÐ½Ð¾Ðµ Ð¾ÑÐµÐ½Ð¸Ð²Ð°Ð½Ð¸Ðµ, ÑÐ±Ð¾Ñ Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ° Ð´Ð°Ð½Ð½ÑÑ, Ð¼ÐµÑÐ¾Ð´Ñ 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: - ÐÐ±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ IVR-ÑÐµÑÐµÐ½Ð¸Ñ. - ÐÑÐ¾Ð²ÐµÐ´ÑÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÐ½ÐºÐ° Ð³Ð¾ÑÐ¾Ð²ÑÑ ÑÐµÑÐµÐ½Ð¸Ð¹ Ð¸ Ð²ÑÐ±ÑÐ°Ð½Ð¾ Ð½Ð°Ð¸Ð±Ð¾Ð»ÐµÐµ Ð¿Ð¾Ð´ÑÐ¾Ð´ÑÑÐµÐµ Ð¿Ð¾ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸ÑÐ¼ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. - Ð¡Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½ Ð¿ÑÐ¾ÐµÐºÑ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ IVR-ÑÐµÑÐµÐ½Ð¸Ñ. - ÐÐ¾Ð´ÑÑÐ¸ÑÐ°Ð½Ñ Ð·Ð°ÑÑÐ°ÑÑ Ð½Ð° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾ÐµÐºÑÐ°, Ð° ÑÐ°ÐºÐ¶Ðµ ÐµÐ³Ð¾ ÐºÐ¾Ð¼Ð¼ÐµÑÑÐµÑÐºÐ°Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑ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 ÑÐ»ÑÑÑÐµÐ½Ð¸ÐµÐ¼ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ°Ð±Ð¾ÑÑ call-ÑÐµÐ½ÑÑÐ°, ÑÐ°ÑÑÐ¸ÑÐµÐ½Ð¸ÐµÐ¼ ÐºÐ»Ð¸ÐµÐ½ÑÑÐºÐ¾Ð¹ Ð±Ð°Ð·Ñ. ÐÑÐ²Ð¾Ð´Ñ.Â  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 develop a project for the implementation of an IVR solution in a call-center. Work tasks: - Determine the features of the organization of the call center and analyze the processes of interaction with customers. - Form the requirements for the IVR-solution for the call center and choose the most suitable one based on the analysis of the market and the needs of the company. - Develop a project for the implementation of an IVR system in a call center. - Assess the expected organizational and economic effect from the implementation of the IVR system. The relevance of the topic is due to the need to increase the competitiveness of the telecom operator and meet the needs of customers in fast and high-quality service, as well as improve the efficiency of their work. The sources of information were data from domestic and foreign literature, official Internet resources and analytical agencies. Methods: classification, comparative analysis, architectural modeling, business process modeling, forecasting, project management methods, expert evaluation, data collection and processing, methods for assessing the effectiveness of projects. The main results of the work: - The necessity of implementing an IVR solution is substantiated. - An analysis of the market of ready-made solutions was carried out and the most suitable one was selected according to the requirements of the company. - Planned a project to implement an IVR solution. - Calculated the cost of the project, as well as its commercial efficiency The practical significance of the work is determined by improving the quality of the call center, expanding the client base. Conclusions. The tasks of the GQP have been solved, the goal has been achieved, the scope of the results has been determined.