The aim of this diploma thesis is to present a practical implementation and to evaluate a solution of an IP contact center based on a web real-time communication channel (WebRTC).
Firstly, basic components of contact centers and associated communication channels are presented. The development of contemporary web technologies forces contact centers to apply new communication channels, which offer a higher potential for successful management and consequently increase customer satisfaction and trust. Secondly, web real-time communication technologies are described with emphasis on applied application interfaces, protocols and their features. Some examples of such technologies on the web are presented. Later we described the main components and steps needed to setup an IP contact center and how to integrate it with a web real-time communication channel solution. The setup was realised in way that it was accessible for testing over the internet. Its main components are explained in details together with a basic call flow setup. The emphasis is on describing its functioning and the setup of a communication session. Following the selected recommendations of International Telecommunication Union, this thesis illustrates testing methods and the process of evaluating the quality of user experience using the proposed solution.
Diploma work concludes with results of a short analysis of user experiences. We find the implemented solution suitable for use in practical environment from the user perspective. However, certain problems may occur in some specific cases with unfavorable conditions regarding user’s internet connection. Based on the results of our evaluation it may be concluded that adapting mechanisms and codecs have an important influence on the user experience. Despite poor network conditions, they can make a user experience acceptable.
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