A Study on Unified Communication System and Collaboration Effective - An Implementation of Customer Service Center system in S bank

• Main Authors: Chia-Huang Wang, 王嘉煌
• Other Authors: Ming-Hua Chang
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/6ts9e9

碩士 === 景文科技大學 === 電子工程系電腦與通訊碩士班 === 103 === The purpose of this thesis focuses on the correlation among "Unified Communications", "Collaboration" and "enterprise operational efficiency". Analyzing the research object, importing customer service center system of S bank, present that building "Unified Communications" platform can contribute to enhance the "collaboration" between the business sector. And the five performance measure indicators of the "collaboration" can be used as evaluating the effectiveness of "Unified Communications" platform. Whereby to propose 5 building strategic of "Unified Communications" , and based on the five performance measure indicators of the "collaboration" to rate it and to express the contribution of information integration system brings enterprise operational efficiency. Finally, according to the real data of the process by Importing customer service center system of S bank, and the maximum capacity found by the Erlang B (Agner Krarup Erlang, 1909) of this system, through the queuing theory (Queuing Theory M / M / s / k model) to observe the "Unified Communication" system is adequate to meet business performance indicators, the report figures to verify this model to explain the system to improve business results. In the future, we will continue to study not only the competitive advantage brought by "Unified Communications" platform, but also how to extend the platform into other sectors of company. Eventually, we wish to apply the research of "Unified Communications" to other industries.