Atención al cliente y medios sociales en la empresa

online donde el contenido es creado por los propios usuarios mediante el uso de las tecnologías de la web 2.0, que facilitan la edición, la publicación y el intercambio de información, de tal manera que los social media están democratizando las comunicaciones. Según datos publicados por eMarketer, casi el 25% del total de la inversión publicitaria mundial para el 2014 estará dirigida a medios digitales. Los medios de comunicación tradicionales están sumidos desde algún tiempo en una profunda crisis. En los comienzos de Internet, los protagonistas de este sector han creído en la red como un medio de publicación de contenidos en una única dirección, esto es la web 1.0, personas conectándose a páginas web. El típico lector de revista y seminario se ha convertido en un nuevo consumidor con necesidades muy distintas. El lector de un medio tradicional se encuentra con contenido cerrado, sin posibilidad de ser filtrado, que busca dirigir su opinión. Con el método tradicional no es posible ni personalizar el contenido ni la experiencia de uso. De ahí el nacimiento de la web 2.0, personas conectándose a personas (redes sociales). En un futuro cercano, van a triunfar las empresas, sectores y marcas que sepan adaptarse a la llegada de los social media, y que además de desarrollar su línea de negocio habitual, se conviertan en plataformas para la conversación y la construcción de contenidos en colaboración. En este proyecto voy a desarrollar el caso particular de una empresa de telecomunicaciones con una estrategia que use los social media como plataforma de atención al cliente, y para interaccionar también con su almacén en DHL. Los servicios añadidos que dicha empresa de telecomunicaciones ofrece a sus seguidores, clientes externos e internos se pueden agrupar en las siguientes funcionalidades:  Hacer un volcado del sistema de gestión de incidencias de una empresa de telecomunicaciones en las redes sociales, a través de mensajes privados. Dichos mensajes privados se enviarán a las páginas de Facebook y Twitter de los clientes.  Seguimiento por parte del cliente de puestas en marcha de los nuevos servicios a través de mensajes privados en Facebook y Twitter. Mediante este servicio el cliente podrá comprobar a través de las redes sociales el estado de su pedido e intercambiar información de utilidad con la empresa.  Desarrollar a través de las redes sociales una herramienta de marketing para interaccionar con los clientes y posibles seguidores. A través de los canales de los social media se proporciona a los seguidores información de valor sobre novedades del mercado de las telecomunicaciones, soporte técnico, dudas, consejos sobre implementaciones técnicas, equipos de telecomunicaciones,.etc.Es decir, crear una plataforma de conversación entre usuarios, que aporte a los seguidores conocimientos y soluciones útiles para la problemática de sus negocios.  Usar Facebook como base de datos y medio de comunicación entre nuestra empresa de telecomunicaciones y el almacén externalizado en DHL. Supongo que la primera pregunta que debo responder sería, ¿por qué un cliente de una empresa de telecomunicaciones estaría interesado en seguir a su proveedor a través de redes sociales? Facebook tiene en 2014 1,28 billones de usuarios activos. Twitter, la cuarta plataforma social por número de usuarios tras Facebook, alcanzó los 255 millones de usuarios en los primeros meses de 2014. La segunda red social en número de seguidores es Youtube, con un billón de usuarios. El 61,5% de los usuarios de Facebook visita la red todos los días. Los twitteros envían 110 millones tweets por día, tienen fama de muy activos, especialmente por la mañana. En 60 días, se sube más contenido de vídeo a YouTube que el producido por las tres principales cadenas de televisión estadounidense durante 60 años. Como conclusión, las redes sociales están ganando cada día más terreno, es un entorno de comunicación bidireccional en auge cada vez más extendido, por lo cual los usuarios no tienen que dedicar tiempo extra a conocer la herramienta de atención al cliente de su empresa, al usar ésta un canal fácil, conocido, rápido, versátil y gratuito como son las redes sociales. ABSTRACT. Social media are platforms of online communication where content is created by users themselves using technologies of web 2.0, which facilitate the editing, publication and the exchange of information, so that the social media are democratizing communications. According to data published by eMarketer, nearly 25% of the total global ad spend for 2014 will target digital media. The traditional media are trapped for some time in deep crisis. In the early days of the internet, the players of the sector have believed in the network as a means of publishing content in a single direction, this is the web 1.0, connecting people to websites. The typical magazine reader has become a new consumer with very different needs. Traditional medium readers encounter a closed content, unable to be filtered, which seeks handle their opinion. The traditional method doesn’t allow to customize the content and user experience. Hence the birth of Web 2.0, connecting people to people. In the near future, will succeed companies, sectors and brands who can adapt to the advent of social media, and further to develop their line of business as usual, become platforms for conversation and building collaborative content. In this project I will develop the particular case of a telecommunications company with a strategy to use social media as a platform for Customer Service, and also to interact with DHL warehouse. The additional services that the company offers telecommunications followers, external and internal customers can be grouped into the following functionality:  Make a dump of the incident management system of a telecommunications company in social networks through private messages. These private messages are sent Facebook and Twitter clients.  Monitoring by the client launched new services through private messages on Facebook and Twitter. Through this service, customers can check through the social networks of your order status and share useful information with the company.  Develop through social media as a marketing tool to interact with customers and potential followers.Our telco will provide to followers through social media channels valuable information on market developments in telecommunications, technical support, questions, advice on technical implementations, telecommunications equipment,etc. Then we create a platform for discussion between users, to provide followers useful knowledge and solutions to their business problems.  Use Facebook as a database and means of communication between our telco and outsourced telecommunications in DHL warehouse. I guess the first question that must be answered is why a customer of a telecommunications company would be interested in following your provider via social networks. Facebook has 1.28 billion active users in 2014. Twitter, the fourth social platform for many users after Facebook reached 255 million users in the first months of 2014. The second social network on number of followers is YouTube, with a billion users. 61.5% of Facebook users visit the network every day. The twitter users send 110 million tweets per day, have a reputation for very active, especially in the morning. In 60 days, it is produced more video content to YouTube by the three major US television for 60 years. In conclusion, social networks are gaining more ground every day. It is an environment of two-way communication on the rise, so users do not have to spend extra time to learn the tool of Customer Care telco, by using this easy, known, fast, versatile and free channels as are social networks.

Design and Implementation of a Cloud Infrastructure for Distributed Scientific Calculation

Cloud computing enables independent end users and applications to share data and pooled resources, possibly located in geographically distributed Data Centers, in a fully transparent way. This need is particularly felt by scientific applications to exploit distributed resources in efficient and scalable way for the processing of big amount of data. This paper proposes an open so- lution to deploy a Platform as a service (PaaS) over a set of multi- site data centers by applying open source virtualization tools to facilitate operation among virtual machines while optimizing the usage of distributed resources. An experimental testbed is set up in Openstack environment to obtain evaluations with different types of TCP sample connections to demonstrate the functionality of the proposed solution and to obtain throughput measurements in relation to relevant design parameters.

Aplicación móvil para la gestión de los gastos en pisos compartidos

En esta memoria se describe el diseño y las pautas seguidas para la construcción de una aplicación móvil que permite la creación de grupos de personas para la gestión de los gastos, facturas y deudas comunitarias. Con un soporte Front-End en Android, un Back-End desarrollado en PHP y un almacenamiento de la información en una base de datos NoSQL, concretamente en MongoDB. El proyecto se ha realizado en grupo, separando los módulos Front-End y Back-End en dos proyectos distintos. En este proyecto desarrollamos el módulo Back-End. En él encontraremos el diseño para la construcción de la arquitectura REST y dar solución a la comunicación cliente y servidor de la aplicación. Además se ha añadido la componente PaaS (Platform as a Service) para acercar el desarrollo de este proyecto a un entorno de producción más real, afrontando así problemas reales. Al tratarse de un proyecto en equipo, el uso de metodologías ágiles cobra más importancia, por ello en este proyecto se ha hecho uso de la metodología Scrum.

A Service Integration Platform for Collaborative Networks

Integrated manufacturing constitutes a complex system made of heterogeneous information and control subsystems. Those subsystems are not designed to the cooperation. Typically each subsystem automates specific processes, and establishes closed application domains, therefore it is very difficult to integrate it with other subsystems in order to respond to the needed process dynamics. Furthermore, to cope with ever growing marketcompetition and demands, it is necessary for manufacturing/enterprise systems to increase their responsiveness based on up-to-date knowledge and in-time data gathered from the diverse information and control systems. These have created new challenges for manufacturing sector, and even bigger challenges for collaborative manufacturing. The growing complexity of the information and communication technologies when coping with innovative business services based on collaborative contributions from multiple stakeholders, requires novel and multidisciplinary approaches. Service orientation is a strategic approach to deal with such complexity, and various stakeholders' information systems. Services or more precisely the autonomous computational agents implementing the services, provide an architectural pattern able to cope with the needs of integrated and distributed collaborative solutions. This paper proposes a service-oriented framework, aiming to support a virtual organizations breeding environment that is the basis for establishing short or long term goal-oriented virtual organizations. The notion of integrated business services, where customers receive some value developed through the contribution from a network of companies is a key element.

Developing a Service-Oriented Software Platform

Tehokkaasti toimiva sähköinen tiedonvälitys yrityksen omien sovellusten välillä sekä sen liikekumppaneiden kanssa on kasvanut merkittäväksi yrityksen kilpailukykyä lisääväksi tekijäksi. Yritysten erilaiset tietojärjestelmät asettavat haasteita tehokkaalle tiedonvälitykselle näiden järjestelmien välillä. Perinteiset EDI teknologioihin perustuvat sähköisen tiedonvälityksen ratkaisut eivät pysty mukautumaan nykyisin nopeasti muuttuviin markkinatilanteisiin. Palvelukeskeiseen arkkitehtuuriin ja Web-palveluihin perustuvat teknologiat mahdollistavat mukautumisen erilaisiin muutoksiin liiketoiminnassa nopeammin ja helpommin. Lisäksi ne nopeuttavat tiedon integrointia erilaisten tietojärjestelmien välillä, koska tiedonvälityksessä käytetään yleisesti hyväksyttyihin standardeihin perustuvia tiedonsiirtoprotokollia sekä tietoformaatteja. Diplomityössä esitellään keskeiset teknologiat ja menetelmät sähköisen tiedonvälityksen toteuttamiseen. Lisäksi työssä vertaillaan erilaisia vaihtoehtoja, joilla sähköinen tiedonvälitys voidaan toteuttaa. Vaihtoehtoina työssä ovat tiedonvälityspalveluiden ostaminen toiselta yritykseltä, olemassa olevan valmiin ohjelmiston hyödyntäminen, tai kokonaan uuden sovellusalustan kehittäminen. Työssä kuvaillaan palvelukeskeisen sovellusalustan toteutus, joka mahdollistaa tehokkaan sekä joustavan tiedonvälityksen sovellusten välillä. Alustan tarjoamien palveluiden päälle voidaan rakentaa erilaisia liiketoimintaa tukevia palveluita, jotka voivat hyödyntää sovellusalustan tarjoamia toiminnallisuuksia. Alustan toteutusta arvioidaan kolmen liiketoimintaskenaarion toteutuksesta saatujen kokemusten perusteella.

Shopping Cart System: Load Balancing and Fault Tolerance in the OSGi Service Platform

The main purpose of this paper was to find a simple solution for load balancing and fault tolerance in OSGi. The challenge was to implement a highly available web application such as a shopping cart system with load balancing and fault tolerance, without having to change the core of OSGi.

Dithen: A Computation-as-a-Service Cloud Platform For Large-Scale Multimedia Processing

We present Dithen, a novel computation-as-a-service (CaaS) cloud platform specifically tailored to the parallel ex-ecution of large-scale multimedia tasks. Dithen handles the upload/download of both multimedia data and executable items, the assignment of compute units to multimedia workloads, and the reactive control of the available compute units to minimize the cloud infrastructure cost under deadline-abiding execution. Dithen combines three key properties: (i) the reactive assignment of individual multimedia tasks to available computing units according to availability and predetermined time-to-completion constraints; (ii) optimal resource estimation based on Kalman-filter estimates; (iii) the use of additive increase multiplicative decrease (AIMD) algorithms (famous for being the resource management in the transport control protocol) for the control of the number of units servicing workloads. The deployment of Dithen over Amazon EC2 spot instances is shown to be capable of processing more than 80,000 video transcoding, face detection and image processing tasks (equivalent to the processing of more than 116 GB of compressed data) for less than $1 in billing cost from EC2. Moreover, the proposed AIMD-based control mechanism, in conjunction with the Kalman estimates, is shown to provide for more than 27% reduction in EC2 spot instance cost against methods based on reactive resource estimation. Finally, Dithen is shown to offer a 38% to 500% reduction of the billing cost against the current state-of-the-art in CaaS platforms on Amazon EC2 (Amazon Lambda and Amazon Autoscale). A baseline version of Dithen is currently available at dithen.com.

Bolton College: Improve your service platform

In 2013 Bolton College’s senior management team began to take a fresh look at its information and learning technology (ILT) and explore new ways to deliver more choice, provide tailored support for learners and achieve business efficiencies.

Applying Platform Design to Improve Product-Service Systems Collaborative Development

Part 3: Product-Service Systems

MASGriP – a Multi-Agent Smart Grid Simulation Platform

The increasing number of players that operate in power systems leads to a more complex management. In this paper a new multi-agent platform is proposed, which simulates the real operation of power system players. MASGriP – A Multi-Agent Smart Grid Simulation Platform is presented. Several consumer and producer agents are implemented and simulated, considering real characteristics and different goals and actuation strategies. Aggregator entities, such as Virtual Power Players and Curtailment Service Providers are also included. The integration of MASGriP agents in MASCEM (Multi-Agent System for Competitive Electricity Markets) simulator allows the simulation of technical and economical activities of several players. An energy resources management architecture used in microgrids is also explained.

Benchmarking de uma aproximação de ticketing as a service (Taas)

Dissertação de natureza científica realizada para obtenção do grau de Mestre em Engenharia de Redes de Computadores e Multimédia

E-Learning as a shared service in shared services centers

Book Subtitle International Conference, CENTERIS 2010, Viana do Castelo, Portugal, October 20-22, 2010, Proceedings, Part II

Orchestration of heterogeneous middleware services and its application to a comand and control platform

MSC Dissertation in Computer Engineering

Load Control Timescales Simulation in a Multi-Agent Smart Grid Platform

Environmental concerns and the shortage in the fossil fuel reserves have been potentiating the growth and globalization of distributed generation. Another resource that has been increasing its importance is the demand response, which is used to change consumers’ consumption profile, helping to reduce peak demand. Aiming to support small players’ participation in demand response events, the Curtailment Service Provider emerged. This player works as an aggregator for demand response events. The control of small and medium players which act in smart grid and micro grid environments is enhanced with a multi-agent system with artificial intelligence techniques – the MASGriP (Multi-Agent Smart Grid Platform). Using strategic behaviours in each player, this system simulates the profile of real players by using software agents. This paper shows the importance of modeling these behaviours for studying this type of scenarios. A case study with three examples shows the differences between each player and the best behaviour in order to achieve the higher profit in each situation.