Budování kontaktního centra je velmi rozsáhlou a komplexní problematikou. Tato diplomová práce se zaměřuje na aspekt efektivního využití dostupných technologií pro podporu procesů kontaktního centra (CC), především pak v bankovním sektoru. V práci je zpracován multidimenzionální model obslužnosti kontaktního centra zachycující procesní stránku řízení. Model obslužnosti je poté zasazen do kontextu současných technologií pro CC a výsledkem je model, který zachycuje vliv jednotlivých technologií na proces řízení interakcí. Tento model je v závěru teoretické části aplikován na podmínky bankovnictví. Součástí diplomové práce je i praktická (neveřejná) část, která aplikuje předchozí model na podmínky kontaktního centra společností GE Money v ČR a SR. Do kontextu modelu je zasazen vývoj kontaktního centra GE Money po vybrané období, začínající před zahájením a končící dokončením několika projektů, které byly během zpracování této práce ve fázi realizace. Tato konfrontace CC GE Money s modelem je pak výchozím bodem pro doporučení dalších kroků v budování a rozvoji tohoto CC.

The documentation of complete and timely as-built information related to construction projects is essential for tracking progress, planning corrective action, and analyzing the schedule. The collection of site information, however, is currently a challenging, time-consuming, and error-prone manual process. To improve the tracking of as-built information, this research focused on the development of a low-cost voice-visual framework that utilizes commonly available communication tools such as email and interactive voice response (IVR). The goal of this research was to create project-wide bidirectional communication between site personnel and head office to automate the tracking of daily site information. The research involved an in-depth analysis of the possible site events and progress-tracking needs related to construction activities. Accordingly, activity-specific email forms and logical-flow diagrams were developed as a means of facilitating site data collection. A framework was then developed that integrates several components: the developed tracking forms; a cloud-based IVR service; a customized scheduling application; and an email application. During construction, the automated system identifies eligible activities to be tracked; collects as-built details from the relevant supervisors; and uses the daily time segments of the schedule as an integrated depository for all as-built details, including progress information, events by all parties, and requests for information (RFIs), quality/safety issues, and other video/audio/drawing-markup notes. The developed system generates detailed as-built schedule that clearly show the evolution of all as-built events and their accurate timing on the daily segments for each activity. The project schedule is thus converted from a static report into information-rich, visualization media, and decision-support tool that provides decision makers with timely progress details so that they can easily follow the project progress , facilitates schedule updates, facilitates accurate schedule forensics, delay analysis, , and the planning of appropriate corrective action. The developed framework was validated though a number of case studies that demonstrated its usefulness and practicality. This research contributes to construction efficiency through the facilitation of bidirectional communication between site personnel and head office and the provision of timely and legible as-built data for decision-making. Ultimately, the research will assist construction firms to have better control over construction projects and more effective decisions during construction through improved communication.

The documentation of complete and timely as-built information related to construction projects is essential for tracking progress, planning corrective action, and analyzing the schedule. The collection of site information, however, is currently a challenging, time-consuming, and error-prone manual process. To improve the tracking of as-built information, this research focused on the development of a low-cost voice-visual framework that utilizes commonly available communication tools such as email and interactive voice response (IVR). The goal of this research was to create project-wide bidirectional communication between site personnel and head office to automate the tracking of daily site information. The research involved an in-depth analysis of the possible site events and progress-tracking needs related to construction activities. Accordingly, activity-specific email forms and logical-flow diagrams were developed as a means of facilitating site data collection. A framework was then developed that integrates several components: the developed tracking forms; a cloud-based IVR service; a customized scheduling application; and an email application. During construction, the automated system identifies eligible activities to be tracked; collects as-built details from the relevant supervisors; and uses the daily time segments of the schedule as an integrated depository for all as-built details, including progress information, events by all parties, and requests for information (RFIs), quality/safety issues, and other video/audio/drawing-markup notes. The developed system generates detailed as-built schedule that clearly show the evolution of all as-built events and their accurate timing on the daily segments for each activity. The project schedule is thus converted from a static report into information-rich, visualization media, and decision-support tool that provides decision makers with timely progress details so that they can easily follow the project progress , facilitates schedule updates, facilitates accurate schedule forensics, delay analysis, , and the planning of appropriate corrective action. The developed framework was validated though a number of case studies that demonstrated its usefulness and practicality. This research contributes to construction efficiency through the facilitation of bidirectional communication between site personnel and head office and the provision of timely and legible as-built data for decision-making. Ultimately, the research will assist construction firms to have better control over construction projects and more effective decisions during construction through improved communication.

The main goal of this project was to enhance the use and usability of Interactive Voice Response Systems (IVR) for older people. The objective of study one was to examine older people’s perceptions of the technology and identify the most common difficulties experienced by older people when interactive with IVR using focus groups. Twenty-six people aged 65 and older took part in the study. Data were analyzed using frequency and chi square analyses. The results revealed negative attitudes towards the technology. Long menus, frustration about not being able to reach an operator and absence of shortcuts were some of the most common difficulties reported by participants. Study two examined the cognitive factors predicting successful IVR interaction in four commercially available IVR systems in a sample of 185 older adults. Linear regressions were performed on the data. Results indicated that working memory and auditory memory were the best predictors of successful IVR interaction. Using the same sample of participants as study two, study three examined older adults’ attitudes towards the four IVR systems in relation to their success in interacting with the technology. The study also evaluated the impact of gender on success and attitudes towards IVR. There was a significant positive correlation between success with IVR and favorable attitudes towards the technology. No gender differences emerged in both performance on IVR tasks and attitudes towards the technology. Study four evaluated the feasibility of using a voice-activated IVR to administer and score three short neuropsychological tests using a sub sample of the original sample of 185 older adults involved in study two and three. One hundred and fifty eight participants took part in the study. Results showed high correlations between the IVR and clinician scoring of the three tests. Nevertheless, a number of discrepancies and technical issues were discovered.

Mobile phones and Interactive Voice Response (IVR) applications are being progressively used in developing countries to collect voice-based reports about bad governance or poor public service delivery, reported by citizens. Such systems (e.g. Avaaj Otalo, Foroba Blon, etc.) can give an opportunity to rural users in developing countries to easily influence and participate in public affairs. Despite the ongoing efforts on using such solutions, the lack of an efficient system of administration can cause delays in broadcasting the collected reports as quickly as possible, to reach the relevant authorities. This thesis presents the results of a real-world deployment of an administrative functionality for an IVR system called U-Call, used in the Northern districts of Uganda. U-Call Administrative Functionality (UCAF) interacts with the U-Call administrators through mobile phones and gives the moderator access to the registered users. It allows administrators to easily publish and tag audio reports over the Web using their mobile phones. It also uses a semantic tagging module to increase findability and information categorization on the U-Call’s website. After an initial validation and successful evaluation of UCAF in the field, during a trip to Uganda, additional features were incorporated, such as multiple authentication process and dynamic tagging. UCAF and its additional features was succefully delivered to the end user, as part of the  U-Call reporting system. / People’s Voices: Developing Cross Media Services to Promote Citizens Participation in Local Governance Activities

The main goal of this project was to enhance the use and usability of Interactive Voice Response Systems (IVR) for older people. The objective of study one was to examine older people’s perceptions of the technology and identify the most common difficulties experienced by older people when interactive with IVR using focus groups. Twenty-six people aged 65 and older took part in the study. Data were analyzed using frequency and chi square analyses. The results revealed negative attitudes towards the technology. Long menus, frustration about not being able to reach an operator and absence of shortcuts were some of the most common difficulties reported by participants. Study two examined the cognitive factors predicting successful IVR interaction in four commercially available IVR systems in a sample of 185 older adults. Linear regressions were performed on the data. Results indicated that working memory and auditory memory were the best predictors of successful IVR interaction. Using the same sample of participants as study two, study three examined older adults’ attitudes towards the four IVR systems in relation to their success in interacting with the technology. The study also evaluated the impact of gender on success and attitudes towards IVR. There was a significant positive correlation between success with IVR and favorable attitudes towards the technology. No gender differences emerged in both performance on IVR tasks and attitudes towards the technology. Study four evaluated the feasibility of using a voice-activated IVR to administer and score three short neuropsychological tests using a sub sample of the original sample of 185 older adults involved in study two and three. One hundred and fifty eight participants took part in the study. Results showed high correlations between the IVR and clinician scoring of the three tests. Nevertheless, a number of discrepancies and technical issues were discovered.

This thesis deals with VideoIVR issue. Its main purpose is to provide a holistic view on the service through the description of components and relevant case studies. Content in this work is divided into four chapters. First and third chapter are informal and explain what IVR and VideoIVR is. Second chapter is focused on one of service's administration tools. Fourth chapter breaks down project plan of VideoIVR implementation and benefits that arise from employment of an automated system.

Since the early 2000s, Interactive Voice Response (IVR) has become a widely popular method of conducting public opinion surveys in the United States. IVR surveys use an automated computer voice to ask survey questions and elicit responses in place of a live interviewer. Previous studies have shown that IVR polls conducted immediately before elections are generally accurate, but have raised questions as to their validity in other contexts. This study examines whether IVR polls generate measurably different levels of candidate support when compared to live interviewer polls, as a result of non-response bias owing to lower response rates in IVR surveys. It did so by comparing polling in 2010 U.S. gubernatorial and U.S. Senate elections that was conducted using both live interviewers and IVR. The findings suggest that in general elections, IVR polls find fewer undecided voters compared to surveys conducted using live interviewers. In primary elections, IVR polls can show larger support than live interview polls for a more ideologically extreme candidate who has high levels of support among more opinionated and engaged voters. Implications are that journalists and other consumers of polling data should take into account whether a poll was conducted using IVR or live interviewers when interpreting results. IVR polls may tend to over-sample more engaged and opinionated voters, often resulting in smaller percentages of undecided respondents, and higher levels of support for specific candidates in certain contexts. / Master of Arts

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