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Including Smartphone End User Apps in the Context of the Company Contact Center
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Division of Visual Information and Interaction.
2014 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

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.

Place, publisher, year, edition, pages
UPTEC F, ISSN 1401-5757 ; 14023
Keyword [en]
contact center apps, contact center, customer service, app, Android, Genesys
National Category
Computer Systems
URN: urn:nbn:se:uu:diva-229094OAI: diva2:735650
Educational program
Master Programme in Engineering Physics
2014-06-05, 14:30
Available from: 2014-08-07 Created: 2014-07-30 Last updated: 2014-11-20Bibliographically approved

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