BUSINESS POTENCIAL OF IMPLEMENTING UNIFIED COMMUNICATION IN COMPANY ELEKTRO MARIBOR

Živimo v dobi informatike, saj se večina delovnih procesov in komuniciranja odvija preko računalniških programov in omrežij. Na pohodu je IP tehnologija, ki izpodriva starejše in dotrajane rešitve, ki zaradi zastarelosti predstavljajo tudi velike stroške vzdrževanja in obnove. Z magistrskim delom smo želeli dokazati upravičenost investicije prehoda na IP telefonijo in vpeljavo poenotenih komunikacij. Poleg ekonomskih učinkov smo opisali tudi poslovne koristi sodobnih komunikacijskih rešitev in sodelovanja ter ključne dejavnike za uspešno uvedbo projekta prehoda na IP telefonijo. S pomočjo finančnih kazalnikov ter drugih dejavnikov smo dokazali upravičenost investicije na praktičnem primeru vpeljave IP telefonije v podjetju Elektro Maribor d.d. Ključne besede: IP telefonija, poenotene komunikacije, kontaktni center, sodobne komunikacije, finančni kazalniki.We are living in an age of information technology, as most of the work processes and communication take place via computer programmes and networks. IP technology is on its way, replacing older and decrepit solutions, which cause high maintenance and repair costs. In this Master’s thesis we want to prove the eligibility of investment in switching to IP telephony and deployment of unified communications. In addition to the economic effects, we describe business benefits of modern information solutions and cooperation, as well as key activities for successful implementation of switching to the IP technology. With the help of financial indicators and other factors we demonstrated the viability of the investment by using practical case of introduction of the IP telephony in the company Elektro Maribor d.d