"A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. In addition to a call centre, collective handling of letter, fax, live support software,social media and e-mail at one location is known as a contact centre.
A call centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set or headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI)." [Call centre. Wikipedia]
This call center network diagram example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Telecommunication Network Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
A call centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set or headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI)." [Call centre. Wikipedia]
This call center network diagram example was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Telecommunication Network Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
Network scheme
Call Center Dashboard 
The vector stencils library "Computers and network isometric" contains 56 3D clipart images of computer and network devices and equipment for drawing network diagrams.
The clip art example "Computers and network isometric - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Computer and Networks solution from the Computer and Networks area of ConceptDraw Solution Park.
The clip art example "Computers and network isometric - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Computer and Networks solution from the Computer and Networks area of ConceptDraw Solution Park.
Laptop
DDCS
Server
Webcam
Wireless Network Storage
Personal computer
VoIP phone
Fax
Plotter
Mobile phone
Feature phone
Printer
Satellite dish
Satellite antenna
Automatic-tracking satellite dish
Wireless access point
Wireless router
Router
Network switch
Network device
Mobile GPS Terminal
GPS phone
Television antenna
Radio tower
Base station
Satellite
In-vehicle satellite telecommunication
Satellite dishes on ship
Airplane
Internet
Man
Woman
Call-center
Honeycomb
Mountain
Radio waves
Radio waves
Tower block
Office building
House
House
Globe
Wireless security camera
Truck
Tree
Conifer tree
1U hub / switch
2U hub / switch
1U server
2U Server
3U Server
4U Server
Communications satellite
Car
Radio waves
Firewall
The vector stencils library "HR professions" contains 81 professions pictograms.
Use this HR icon set to draw your HR flowcharts, workflow diagrams, process charts and infographics with the ConceptDraw PRO diagramming and vector drawing software.
The HR pictograms library "HR professions" is included in the HR Flowcharts solution from the Management area of ConceptDraw Solution Park.
Use this HR icon set to draw your HR flowcharts, workflow diagrams, process charts and infographics with the ConceptDraw PRO diagramming and vector drawing software.
The HR pictograms library "HR professions" is included in the HR Flowcharts solution from the Management area of ConceptDraw Solution Park.
Accountant
Actor
Administrator
Announcer
Archaeologist
Architect
Artist
Baker
Banker
Bellboy
Biologist
Bookkeeper
Builder
Businessman
Businesswoman
Call center operator
Cameraman
Carpenter
Cashier
Chef
Chemist
Cleaner
Clerk
Consultant
Cook
Dentist
Director
Dispatcher
Diver
Doctor
Driver
Electrical engineer
Engineer
Environmental engineer
Farmer
Firefighter
Fisherman
Florist
Gardener
Graphic designer
Guide
Hairdresser
Lawyer
Librarian
Machine operator
Manager
Miner
Movie director
Musician
Nuclear engineer
Nurse
Pharmacist
Photographer
Pilot
Pizza delivery man
Policeman
Postman
Presenter
Programmer
Psychologist
Reporter
Sailor
Scientist
Secretary
Security guard
Security officer
Seller
Shop assistant
Soldier
Stewardess
Surgeon
System administrator
Systems engineer
Tailor
Teacher
Technical support representative
Waiter
Waitress
Watchman
Worker
Writer
The vector stencils library "Telecommunication networks" contains 32 clipart images of telecommunication network devices and equipment for drawing telecom network diagrams.
"A telecommunications network is a collection of terminal nodes, links and any intermediate nodes which are connected so as to enable telecommunication between the terminals.
The transmission links connect the nodes together. The nodes use circuit switching, message switching or packet switching to pass the signal through the correct links and nodes to reach the correct destination terminal.
Each terminal in the network usually has a unique address so messages or connections can be routed to the correct recipients. The collection of addresses in the network is called the address space." [Telecommunications network. Wikipedia]
The clip art example "Telecommunication networks - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Telecommunication Network Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
"A telecommunications network is a collection of terminal nodes, links and any intermediate nodes which are connected so as to enable telecommunication between the terminals.
The transmission links connect the nodes together. The nodes use circuit switching, message switching or packet switching to pass the signal through the correct links and nodes to reach the correct destination terminal.
Each terminal in the network usually has a unique address so messages or connections can be routed to the correct recipients. The collection of addresses in the network is called the address space." [Telecommunications network. Wikipedia]
The clip art example "Telecommunication networks - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Telecommunication Network Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
Internet
Globe
Base station
Satellite dish
Satellite dish
Communications satellite
Wireless cell tower
Radio waves
Radio waves
Cellular phone
Server
Laptop computer
Desktop computer
Car
Satellite truck
House
House
Office building
Mountain
Tree
Tree
User
Call-center
Multi-storey
Antenna
Router
IP phone
Fax
Network cell
IP Camera
Wireless router
Networking device
The vector stencils library "HR professions" contains 81 professions pictograms.
Use this HR icon set to draw your HR flowcharts, workflow diagrams, process charts and infographics with the ConceptDraw PRO diagramming and vector drawing software.
The HR pictograms library "HR professions" is included in the HR Flowcharts solution from the Management area of ConceptDraw Solution Park.
Use this HR icon set to draw your HR flowcharts, workflow diagrams, process charts and infographics with the ConceptDraw PRO diagramming and vector drawing software.
The HR pictograms library "HR professions" is included in the HR Flowcharts solution from the Management area of ConceptDraw Solution Park.
Accountant
Actor
Administrator
Announcer
Archaeologist
Architect
Artist
Baker
Banker
Bellboy
Biologist
Bookkeeper
Builder
Businessman
Businesswoman
Call center operator
Cameraman
Carpenter
Cashier
Chef
Chemist
Cleaner
Clerk
Consultant
Cook
Dentist
Director
Dispatcher
Diver
Doctor
Driver
Electrical engineer
Engineer
Environmental engineer
Farmer
Firefighter
Fisherman
Florist
Gardener
Graphic designer
Guide
Hairdresser
Lawyer
Librarian
Machine operator
Manager
Miner
Movie director
Musician
Nuclear engineer
Nurse
Pharmacist
Photographer
Pilot
Pizza delivery man
Policeman
Postman
Presenter
Programmer
Psychologist
Reporter
Sailor
Scientist
Secretary
Security guard
Security officer
Seller
Shop assistant
Soldier
Stewardess
Surgeon
System administrator
Systems engineer
Tailor
Teacher
Technical support representative
Waiter
Waitress
Watchman
Worker
Writer
The vector stencils library "Computers and network isometric" contains 56 3D clipart images of computer and network devices and equipment for drawing network diagrams.
The clip art example "Computers and network isometric - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Computer and Networks solution from the Computer and Networks area of ConceptDraw Solution Park.
The clip art example "Computers and network isometric - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Computer and Networks solution from the Computer and Networks area of ConceptDraw Solution Park.
Laptop
DDCS
Server
Webcam
Wireless Network Storage
Personal computer
VoIP phone
Fax
Plotter
Mobile phone
Feature phone
Printer
Satellite dish
Satellite antenna
Automatic-tracking satellite dish
Wireless access point
Wireless router
Router
Network switch
Network device
Mobile GPS Terminal
GPS phone
Television antenna
Radio tower
Base station
Satellite
In-vehicle satellite telecommunication
Satellite dishes on ship
Airplane
Internet
Man
Woman
Call-center
Honeycomb
Mountain
Radio waves
Radio waves
Tower block
Office building
House
House
Globe
Wireless security camera
Truck
Tree
Conifer tree
1U hub / switch
2U hub / switch
1U server
2U Server
3U Server
4U Server
Communications satellite
Car
Radio waves
Firewall
Telecommunication Network Diagrams
Telecommunication Network Diagrams solution extends ConceptDraw PRO software with samples, templates and libraries of vector stencils for drawing the diagrams of telecommunication networks.
"An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the "hallmarks of a good software team".
A ticket element, within an issue tracking system, is a running report on a particular problem, its status, and other relevant data. They are commonly created in a help desk or call center environment and almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user's issue or request.
These tickets are so called because of their origin as small cards within a traditional wall mounted work planning system when this kind of support started. Operators or staff receiving a call or query from a user would fill out a small card with the user's details and a brief summary of the request and place it into a position (usually the last) in a column of pending slots for an appropriate engineer, so determining the staff member who would deal with the query and the priority of the request." [Issue tracking system. Wikipedia]
The BPMN 2.0 (Business Process Model and Notation) diagram example "Trouble ticket system" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Business Process Diagram solution from the Business Processes area of ConceptDraw Solution Park.
A ticket element, within an issue tracking system, is a running report on a particular problem, its status, and other relevant data. They are commonly created in a help desk or call center environment and almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user's issue or request.
These tickets are so called because of their origin as small cards within a traditional wall mounted work planning system when this kind of support started. Operators or staff receiving a call or query from a user would fill out a small card with the user's details and a brief summary of the request and place it into a position (usually the last) in a column of pending slots for an appropriate engineer, so determining the staff member who would deal with the query and the priority of the request." [Issue tracking system. Wikipedia]
The BPMN 2.0 (Business Process Model and Notation) diagram example "Trouble ticket system" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Business Process Diagram solution from the Business Processes area of ConceptDraw Solution Park.
BPMN 2.0 diagram
Telecommunications Networks
HelpDesk
How to Create a Telecommunication Network Diagram in ConceptDraw PRO
This payment process flowchart example was created on the base of the diagram of payment process using Global Payment Processing Services from the U.S. Securities and Exchange Commission website.
"Global Payment Processing Services. CyberSource Advanced enables merchants to accept payments made by all major credit and debit cards including American Express®, Discover®, Diners Club International®, JCB, MasterCard®, and Visa® cards. Our customers can also accept payment by corporate procurement cards, electronic checks, PayPal® Express Checkout, and the Bill Me Later® service. Merchants that have business models based on subscriptions can utilize the CyberSource recurring billing service with automated account updating services. For merchants selling internationally, we support direct debit, and bank transfers, as well as regional card brands such as Carte Bleue, Carta Si, Dankort, Laser, Solo, and Visa Electron. We provide these services for online, call center, kiosk, integrated voice response (“IVR”), and IP-enabled point of sale (“POS”) transactions."
[www.sec.gov/ Archives/ edgar/ data/ 934280/ 000119312510042764/ d10k.htm]
The flowchart example "Global Payment Solutions" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Sales Flowcharts solution from the Marketing area of ConceptDraw Solution Park.
"Global Payment Processing Services. CyberSource Advanced enables merchants to accept payments made by all major credit and debit cards including American Express®, Discover®, Diners Club International®, JCB, MasterCard®, and Visa® cards. Our customers can also accept payment by corporate procurement cards, electronic checks, PayPal® Express Checkout, and the Bill Me Later® service. Merchants that have business models based on subscriptions can utilize the CyberSource recurring billing service with automated account updating services. For merchants selling internationally, we support direct debit, and bank transfers, as well as regional card brands such as Carte Bleue, Carta Si, Dankort, Laser, Solo, and Visa Electron. We provide these services for online, call center, kiosk, integrated voice response (“IVR”), and IP-enabled point of sale (“POS”) transactions."
[www.sec.gov/ Archives/ edgar/ data/ 934280/ 000119312510042764/ d10k.htm]
The flowchart example "Global Payment Solutions" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Sales Flowcharts solution from the Marketing area of ConceptDraw Solution Park.
Payment process flowchart
The vector stencils library "Cisco products additional" contains 141 symbols of computer network devices and equipment.
"Cisco's products and services focus upon three market segments—Enterprise and Service Provider, Small Business and the Home. ...
Corporate market refers to enterprise networking and service providers.
Borderless networks ... routers, switches, wireless systems, security systems, WAN acceleration, energy and building management systems and media aware networks.
Collaboration ... IP video and phones, TelePresence, HealthPresence, Unified Communications, Call Center systems, Enterprise social networks and Mobile applications.
Datacenter and Virtualization ... Unified Computing, Unified Fabric, Data Centre Switching, Storage Networking and Cloud Computing services.
IP NGN (Next Generation Networks) ... High-end routing and switching for fixed and mobile service provider networks, broadcast video contribution/ distribution, entitlement and content delivery systems. ...
Small businesses include home businesses and (usually technology-based) startups.
Home user refers to individuals or families who require these kinds of services." [Cisco Systems. Wikipedia]
Create the computer network toplogy diagrams using the ConceptDraw PRO diagramming and vector drawing software with the design elements library "Cisco products additional".
The example "Design elements - Cisco products additional" is included in the Cisco Network Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
"Cisco's products and services focus upon three market segments—Enterprise and Service Provider, Small Business and the Home. ...
Corporate market refers to enterprise networking and service providers.
Borderless networks ... routers, switches, wireless systems, security systems, WAN acceleration, energy and building management systems and media aware networks.
Collaboration ... IP video and phones, TelePresence, HealthPresence, Unified Communications, Call Center systems, Enterprise social networks and Mobile applications.
Datacenter and Virtualization ... Unified Computing, Unified Fabric, Data Centre Switching, Storage Networking and Cloud Computing services.
IP NGN (Next Generation Networks) ... High-end routing and switching for fixed and mobile service provider networks, broadcast video contribution/ distribution, entitlement and content delivery systems. ...
Small businesses include home businesses and (usually technology-based) startups.
Home user refers to individuals or families who require these kinds of services." [Cisco Systems. Wikipedia]
Create the computer network toplogy diagrams using the ConceptDraw PRO diagramming and vector drawing software with the design elements library "Cisco products additional".
The example "Design elements - Cisco products additional" is included in the Cisco Network Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
Cisco products additional symbols
"A business process or business method is a collection of related, structured activities or tasks that produce a specific service or product (serve a particular goal) for a particular customer or customers. It often can be visualized with a flowchart as a sequence of activities with interleaving decision points or with a Process Matrix as a sequence of activities with relevance rules based on data in the process. ...
There are three types of business processes:
(1) Management processes, the processes that govern the operation of a system. Typical management processes include "corporate governance" and "strategic management".
(2) Operational processes, processes that constitute the core business and create the primary value stream. Typical operational processes are purchasing, manufacturing, advertising and marketing, and sales.
(3) Supporting processes, which support the core processes. Examples include accounting, recruitment, call center, technical support. ...
The ... improvement areas are equally applicable to policies, processes and detailed procedures (sub-processes/ tasks). There is a cascading effect of improvements made at a higher level on those made at a lower level.
For instance, if a recommendation to replace a given policy with a better one is made with proper justification and accepted in principle by business process owners, then corresponding changes in the consequent processes and procedures will follow naturally in order to enable implementation of the policies" [Business process. Wikipedia]
The BPMN 1.2 (Business Process Model and Notation) diagram example "Taxi service order procedure" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Business Process Diagram solution from the Business Processes area of ConceptDraw Solution Park.
There are three types of business processes:
(1) Management processes, the processes that govern the operation of a system. Typical management processes include "corporate governance" and "strategic management".
(2) Operational processes, processes that constitute the core business and create the primary value stream. Typical operational processes are purchasing, manufacturing, advertising and marketing, and sales.
(3) Supporting processes, which support the core processes. Examples include accounting, recruitment, call center, technical support. ...
The ... improvement areas are equally applicable to policies, processes and detailed procedures (sub-processes/ tasks). There is a cascading effect of improvements made at a higher level on those made at a lower level.
For instance, if a recommendation to replace a given policy with a better one is made with proper justification and accepted in principle by business process owners, then corresponding changes in the consequent processes and procedures will follow naturally in order to enable implementation of the policies" [Business process. Wikipedia]
The BPMN 1.2 (Business Process Model and Notation) diagram example "Taxi service order procedure" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Business Process Diagram solution from the Business Processes area of ConceptDraw Solution Park.
Taxi service order procedure - BPMN 1.2 diagram
The vector stencils library "Interactive voice response (IVR)" contains 32 symbols of devices and equipment for drawing interactive voice response (IVR) system network diagrams. Use these icons to develop, operate and maintain the IVR systems for inbound and outbound call centers and voice mail systems.
"Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. ...
DTMF decoding and speech recognition are used to interpret the caller's response to voice prompts. DTMF tones are entered via the telephone keypad.
Two main varieties of speech recognition are used in IVR: that based upon predefined grammars (used in "directed" dialogues), and that based on statistically trained language models (used in "natural language" dialogues). ...
Other technologies include using Text-To-Speech (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. ...
An IVR can be deployed in several ways:
(1) Equipment installed on the customer premises.
(2) Equipment installed in the PSTN (Public Switched Telephone Network).
(3) Application service provider (ASP) / Hosted IVR.
IVR can be used to provide a more sophisticated voice mail experience to the caller. ...
An automatic call distributor (ACD) is often the first point of contact when calling many larger businesses. ...
Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller." [Interactive voice response. Wikipedia]
The clip art example "Interactive voice response (IVR) - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
"Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. ...
DTMF decoding and speech recognition are used to interpret the caller's response to voice prompts. DTMF tones are entered via the telephone keypad.
Two main varieties of speech recognition are used in IVR: that based upon predefined grammars (used in "directed" dialogues), and that based on statistically trained language models (used in "natural language" dialogues). ...
Other technologies include using Text-To-Speech (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. ...
An IVR can be deployed in several ways:
(1) Equipment installed on the customer premises.
(2) Equipment installed in the PSTN (Public Switched Telephone Network).
(3) Application service provider (ASP) / Hosted IVR.
IVR can be used to provide a more sophisticated voice mail experience to the caller. ...
An automatic call distributor (ACD) is often the first point of contact when calling many larger businesses. ...
Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller." [Interactive voice response. Wikipedia]
The clip art example "Interactive voice response (IVR) - Vector stencils library" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.
Cell Phone
---vector-stencils-library.png--diagram-flowchart-example.png)
Interactive Cell Phone
---vector-stencils-library.png--diagram-flowchart-example.png)
Computer
---vector-stencils-library.png--diagram-flowchart-example.png)
Data Warehouse
---vector-stencils-library.png--diagram-flowchart-example.png)
Interactive Mail
---vector-stencils-library.png--diagram-flowchart-example.png)
Credit Card
---vector-stencils-library.png--diagram-flowchart-example.png)
Phone
---vector-stencils-library.png--diagram-flowchart-example.png)
Fax
---vector-stencils-library.png--diagram-flowchart-example.png)
Office
---vector-stencils-library.png--diagram-flowchart-example.png)
Data transfer
---vector-stencils-library.png--diagram-flowchart-example.png)
Interactive Voice Mail
---vector-stencils-library.png--diagram-flowchart-example.png)
Interactive Call
---vector-stencils-library.png--diagram-flowchart-example.png)
Interactive Payment
---vector-stencils-library.png--diagram-flowchart-example.png)
Mobile Operator
---vector-stencils-library.png--diagram-flowchart-example.png)
Caller
---vector-stencils-library.png--diagram-flowchart-example.png)
Main menu block
---vector-stencils-library.png--diagram-flowchart-example.png)
Menu block with 1 button
---vector-stencils-library.png--diagram-flowchart-example.png)
Menu block with 2 buttons
---vector-stencils-library.png--diagram-flowchart-example.png)
Menu block with 3 buttons
---vector-stencils-library.png--diagram-flowchart-example.png)
Menu block
---vector-stencils-library.png--diagram-flowchart-example.png)
Button "1"
Button "2"
Button "3"
Button "4"
Button "5"
Button "6"
Button "7"
Button "8"
Button "9"
Button "0"
Button "*"
Button "#"
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