Telemarketing automation based on the MIKO IP-telephony module

Gladkikh, Tatyana; Коробова, Л. А.; Chernyaeva, Svetlana; Tolstova, Irina; Pracheva, Elizaveta

doi:10.1063/5.0104592

Cited by 1 publication

(2 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…One of the main reasons why this problem is generated is because the process of attention to incidents of LDAP users is not automated [14], [15] in the outsourcing company of voice over IP communication [13], [16]. Currently, these attentions have been carried out manually by the agents.…”

Section: Introductionmentioning

confidence: 99%

“…In this sense, it is essential to have a specialized tool to carry out efficient management [8] and optimize response times and care provided [6]. Therefore, it is necessary to optimize the process in such a way that automated operations can be carried out [14], [15], unlocking accounts or changing network keys. The use of programming languages such as PHP and the use of libraries such as php-agi [17] and php-ldap, can facilitate integrations between an IP PBX [13], [16], [5] and an AD, which most companies have implemented [9].…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Method for Optimizing Incident Handling Process for Telephony Outsourcing Companies

Neyra-Cruz,

Haro-Enríquez,

Daza

et al. 2024

TEM Journal

View full text Add to dashboard Cite

Communication service companies strive to maintain quality service, which implies having strategies that facilitate timely attention to incidents. In this context, this study proposes a method to improve incident management in an IP voice communication outsourcing company. The method was developed in three phases: preliminary analysis, improvement, and comparison. The preliminary analysis phase involved identifying the problem, defining indicators, conducting pre-measurement and developing solution proposals. The improvement phase included planning (defining requirements), designing the technical solution, coding and integrating the method, and testing it. Finally, the comparison phase evaluated the results before and after the implementation of the method using four indicators: incidents in queue for attention, incidents resolved outside of business hours, response time to Lightweight Directory Access Protocol (LDAP) incidents, waiting time to be served. The sampling for the study was differentiated for each indicator and data were collected over a period of three months for "pre" and five months for "post". The results showed the complete elimination of waiting time for AD user support. Additionally, the time to resolve incidents was reduced to 36 seconds.The workload of the attentions was also considerably reduced thanks to the automation of the process.

show abstract

Section: Introductionmentioning

confidence: 99%