PERANCANGAN CALL CENTER INBOUND MENGGUNAKAN IP PBX ASTERISK DI UNIVERSITAS MERCU BUANA
DOI:
https://doi.org/10.22441/jitkom.2020.v3.i1.009Keywords:
Call Center Inbound, Elastix, IVR, ACD, QoS, Monitoring.Abstract
Penyebaran informasi merupakan suatu hal yang sangat penting seiring dengan kemajuan teknologi dan informasi. Tidak mengherankan jika setiap individu menginginkan agar informasi tersebut dapat diakses dengan cepat, tepat dan akurat. Hal ini juga terjadi di lingkungan universitas Mercu Buana dimana tuntutan ketersediaan informasi sepanjang waktu (24 jam sehari, 7 hari seminggu) menjadi kendala tersendiri bagi kampus. Call center bisa menjadi salah satu solusi untuk mengatasi masalah tersebut. Dengan kemudahan single nomor akses, call center bisa digunakan kapanpun dan dimanapun untuk mendapatkan informasi kampus. Call center inbound dirancang dengan tujuan menerima panggilan masuk dari user kemudian diteruskan ke bagian terkait sesuai dengan keinginan penelpon. Pada penelitian ini dirancang suatu sistem call center inbound dengan IVR (Interaktif Voice Response) untuk merespon penelpon secara cepat, kemudian memberikan informasi yang tersedia di sistem IVR atau mendistribusikan penelpon ke skill agent/penerima telepon yang sesuai. Semua aktifitas call dapat diukur dan dimonitoring secara realtime ataupun history call sehingga memudahkan dalam perekapan laporan.
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