Functional Requirements for IP Automation of Business Processes of Call-center

The purpose of this work is the development of functional requirements of the information system for automation of business processes of the call center of the company "Company X". In this paper author sets the following taks: to study the subject area, to review and formalize existing business processes, to develop functional requirements, to develop an IT infrastructure and to select an information system that meets the developed requirements. In the theoretical part the business processes of the organization are described, analyzed and modeled in accordance with the IDEF0 notation. At the next stage of the work, the problems encountered by employees of the call center in the course of work without an information system were identified. Based on the analysis of these problems, business requirements, user requirements, and functional and non-functional IP requirements were compiled and formalized in accordance with the methodology of Karl Wigers. For effective implementation of the developed information system for automation of business processes of the call center, it is necessary to provide a clear understanding of the interaction of all its elements, such as hardware and software that support the operation of the system. To achieve this goal, models of hardware and software were developed. The final stage of the work was the selection of a suitable information system for automation of business processes of the call center. In order for the choice to be justified, an analysis of the existing solutions on the market was made. The final choice was formed on the basis of an analysis of the degree of performance by a system of developed system requirements.