Nthawi ndi nthawi tonsefe timavutika kulumikizana ndi kasitomala wakampani.
Mwinanso mudadikirira kwa nthawi yayitali kapena mutasamutsidwa pakati pa othandizira vuto lanu lisanathe. Pazovuta izi, makampani akhala akuganizira za Contact Centers ngati Service (CCaaS).
Mabizinesi amatha kuyendetsa ndikuyendetsa ntchito zawo zothandizira makasitomala kuchokera papulatifomu yapakati pogwiritsa ntchito CCaaS, yankho lochokera pamtambo.
Kupyolera mukugwiritsa ntchito zinthu monga kuyankha kwamawu, kugawa mafoni, ndi kujambula mafoni, CCaaS imathandiza mabungwe kuwongolera ntchito zawo zamakasitomala, kukulitsa zokolola za othandizira, ndikukweza chisangalalo chamakasitomala.
Kupatula apo, makasitomala amafuna thandizo lachangu komanso lothandiza munthawi ya digito. Mabizinesi atha kuchita izi pomwe akufewetsa ntchito zawo chifukwa cha CCaaS. Tsopano, tiyeni tiwone momwe ukadaulo uwu umagwirira ntchito ndi zida zomwe mungasankhe kuti muwongolere kayendetsedwe ka ntchito yanu.
Kodi Amagwira Ntchito Motani?
Ukadaulo wopangidwa ndi mtambo umagwiritsidwa ntchito ndi mayankho a CCaaS kuti azitha kuyendetsa bwino ntchito zamakasitomala. Wogula akalumikizana ndi kampani, kuyimba kapena kufunsa kwawo kumayendetsedwa papulatifomu ya CCaaS ndikuwongolera kwa wothandizira kapena dipatimenti yoyenera.
Machitidwe a CCaaS nthawi zambiri amakhala ndi zida zosiyanasiyana zomwe zimathandizira kukhathamiritsa kwa ntchito zamakasitomala.
Izi zikuphatikiza kugawa mafoni odzichitira okha, komwe kumayitanira kwa wotsatira yemwe akupezekapo, kuyankha kwa mawu kwanthawi yayitali, komwe kumathandizira makasitomala kuyang'ana mindandanda yazakudya ndi zosankha ndi malamulo amawu, ndi kujambula kuyimba, zomwe zimalola mabizinesi kuwunika ndikuwunika momwe makasitomala amagwirira ntchito kuti atsimikizire mtundu.
Kuphatikiza kwa AI
Ukadaulo wa AI waphatikizidwa pang'onopang'ono muzinthu za CCaaS m'zaka zaposachedwa. Mwachitsanzo, ma chatbots opangidwa ndi luntha lochita kupanga, amathandizira makasitomala mwachangu komanso moyenera poyankha mafunso omwe amafunsidwa kawirikawiri kapena kukonza zovuta zomwe wamba.
Ma Chatbots amatha kutanthauzira ndikuyankha mafunso amakasitomala monga anthu chifukwa chaukadaulo wamalankhulidwe achilengedwe (NLP), zomwe zimapangitsa kasitomala kukhala wosavuta.
Luntha lochita kupanga litha kugwiritsidwanso ntchito kuwunika momwe ogula amagwirira ntchito ndikupereka zidziwitso zamakhalidwe ndi zomwe makasitomala amakonda. Mabizinesi, mwachitsanzo, amatha kuwona machitidwe pamafunso amakasitomala powerenga zolembedwa zama foni ndikusintha momwe amagwirira ntchito moyenera.
Mapulogalamu odziwika bwino ndi matekinoloje
Genesys Cloud
Genesys Cloud ndi njira yolumikizirana yochokera pamtambo yomwe imaphatikizapo zinthu monga kugawa mafoni, kuyankha kwamawu, ndi kasamalidwe ka ogwira ntchito.
Zimaphatikizanso ma chatbots opangira nzeru komanso nthawi yeniyeni kuti athandize mabungwe kukonza bwino ntchito zawo zothandizira makasitomala.
Zachisanu
Five9 ndi pulogalamu yapamtambo yolumikizirana ndi mitambo yokhala ndi kuthekera kophatikiza kuyimba molosera, kujambula mafoni, komanso lipoti lenileni. Kupititsa patsogolo luso la kasitomala, ilinso ndi ma chatbots oyendetsedwa ndi AI komanso kuzindikira kwamawu.
Amazon Connect
Amazon Connect ndi ntchito yolumikizirana yochokera pamtambo yomwe imalola mabizinesi kuti akhazikitse mwachangu malo oyimbira mafoni. Lili ndi ntchito kuphatikizapo kugawa mafoni, kuyankha kwa mawu, ndi ziwerengero zenizeni.
Twilio Flex
Twilio Flex ndi nsanja yolumikizirana yochokera pamtambo yomwe imaphatikizapo kuthekera kuphatikiza kugawa mafoni, kutumiza mameseji, ndi macheza amakanema. Imakhalanso ndi njira zosinthika komanso ma chatbots oyendetsedwa ndi AI kuti athandizire makampani kukhathamiritsa ntchito zawo zothandizira makasitomala.
Zendesk
Zendesk ndi nsanja yothandizira makasitomala yochokera pamtambo yomwe imaphatikizapo zinthu monga kasamalidwe ka matikiti, macheza amoyo, ndi kasamalidwe ka chidziwitso.
Zimaphatikizanso ma chatbots opangidwa ndi luntha komanso ma analytics kuti athandizire mabungwe kukonza ntchito zawo zothandizira makasitomala.
Kukhazikitsa ndi Kutengera kwa CCaaS
Kukhazikitsa ndi kukhazikitsa mayankho a CCaaS kungapereke maubwino angapo kwa mabungwe, koma ndikofunikira kumvetsetsa njira ndi zovuta zomwe zikukhudzidwa.
Kukhazikitsa kwa CCaaS nthawi zambiri kumakhala ndi njira zingapo, kuphatikiza kusanthula zosowa za kampani yanu, kusankha wopereka CCaaS, ndikuphatikiza yankho ndi machitidwe omwe alipo.
Ndikofunikira kugwirira ntchito limodzi ndi omwe akukupatsirani panthawiyi kuti mutsimikizire kusintha kosasinthika komanso kuphunzitsa antchito anu momwe angagwiritsire ntchito dongosolo latsopanoli.
Kukana kwa ogwira ntchito kuti asinthe ndi imodzi mwamavuto ovuta kwambiri pakukhazikitsa mayankho a CCaaS. Izi zitha kupewedwa pophatikiza ogwira nawo ntchito pakukhazikitsa, kupereka maphunziro ndi thandizo, ndikugogomezera phindu la dongosolo latsopanoli.
Pali njira zingapo zabwino zomwe makampani ayenera kutsatira kuti atsimikizire kutumizidwa kwabwino komanso kutsata mayankho a CCaaS. Kufotokozera zolinga ndi zolinga zomveka bwino, kusankha wopereka CCaaS yemwe akugwirizana ndi zosowa zanu zapadera za kampani, kukhala ndi njira zoyankhulirana zomasuka ndi wothandizira wanu, ndikuyika ndalama zopititsira patsogolo maphunziro ndi kuthandizira antchito anu ndi zitsanzo za izi.
Mabizinesi amatha kupanga bwino ndikugwiritsa ntchito mayankho a CCaaS potsatira njira zabwinozi ndikuthana ndi zovuta zilizonse. Izi zimathandizira bwino komanso zimakulitsa luso lamakasitomala.
Ubwino wa CCaaS kwa Mabizinesi:
Makina a CCaaS amapereka maubwino angapo kumabizinesi, kuphatikiza:
- Scalability: Kuti zigwirizane ndi kusintha kwamakampani, machitidwe a CCaaS atha kungokwera kapena kutsika.
- Kutsika mtengo: Mayankho a CCaaS amtambo atha kukhala otsika mtengo kusiyana ndi omwe ali pamalopo chifukwa safuna zida zodula kapena kukonza.
- Kusinthasintha: Chifukwa mayankho a CCaaS amtambo angagwiritsidwe ntchito kulikonse ndi intaneti, amapereka kusinthasintha kowonjezera.
- Kuchita bwino: Chifukwa makina a CCaaS amadzipangira okha madera ambiri ogwira ntchito zamakasitomala, othandizira tsopano atha kuthana ndi anthu ambiri munthawi yochepa.
- Kusintha kwamakasitomala: Mayankho a CCaaS angathandize mabungwe kukulitsa kukhutira kwamakasitomala ndi kukhulupirika popereka chithandizo chachangu komanso chothandiza.
Tsogolo la CCaaS Kupititsa patsogolo
Pomwe ukadaulo ukupita patsogolo, pali madera osiyanasiyana komwe mayankho a CCaaS atha kukulitsidwa. Dera limodzi ndikuphatikizidwa kwaukadaulo waukadaulo waukadaulo waukadaulo (AI) monga kuphunzira pamakina ndikusintha zilankhulo zachilengedwe kuti apereke chithandizo chamakasitomala chokhazikika komanso choyenera.
Ndikukhulupirira kuti izi zimatha kusintha kwambiri.
Kuphatikiza apo, ma analytics amakono ndi matekinoloje operekera malipoti angathandize makampani kupeza chidziwitso chozama pamakhalidwe a kasitomala ndi zomwe amakonda.
Pomaliza, kuphatikizika kwa njira zatsopano zoyankhulirana monga macheza ochezera ndi malo ochezera a pa Intaneti kungapereke njira zambiri kwa makasitomala kuti azilankhulana ndi mabizinesi, zomwe zimapangitsa kuti zikhale zosavuta kupeza chithandizo.
Siyani Mumakonda