M'ndandanda wazopezekamo[Bisani][Show]
Utumiki wamakasitomala umakhala chinsinsi cha kupambana kwanthawi yayitali mumpikisano wachuma wamakono. Kuposa kale lonse, makasitomala amafuna ntchito yosalala, yachangu, komanso yachifundo.
Zomwe amakumana nazo - zabwino ndi zoyipa - zimamveka kudzera pama media ochezera a pa TV, zomwe zimakhudza anthu ambiri omwe akufuna kukhala makasitomala.
Munkhaniyi, makampani omwe akufuna kulimbikitsa kukhulupirika kwamakasitomala ndikupindula ndi mawu abwino apakamwa ayenera kupereka chithandizo chapadera kwamakasitomala.
Koma poyang’anizana ndi zitsenderezo zokulirakulira, kodi cholinga chachikulu choterocho chingakwaniritsidwe motani?
Mapulatifomu a Contact Center ngati Service (CCaS) lowetsani chithunzichi apa.
Maestros opangidwa ndi mitambowa amaonetsetsa kuti palibe chomwe chikuyenda bwino pamene akugwirizanitsa zochitika zambiri zomwe zimachitika pakati pa makampani ndi makasitomala awo.
Mapulatifomu a CCaaS ndi chilengedwe chosinthika chokhala ndi zida zingapo zomwe zimatembenuza makasitomala kukhala luso labwino, osati njira yongothandizira kuchitapo kanthu.
Amapereka zinthu zambiri, iliyonse yopangidwa kuti ikwaniritse zofunikira zabizinesi yamakono.
Mwina chinthu chofunikira kwambiri pa nsanja yolimba ya CCaaS pakati pa mautumiki onse omwe amapereka ndi magwiridwe antchito ake onse.
Izi zimapangitsa kuti njira zingapo zolankhulirana zizigwirizana mwamtendere, zomwe zimalola ogwiritsa ntchito kusintha pakati pa macheza, maimelo, mafoni, ndi malo ochezera a pa Intaneti pomwe akukambiranabe.
Kuphatikiza apo, ndizosatheka kupitilira mphamvu za ma analytics omwe amamangidwa pamapulatifomu awa. Amayang'anira kuchuluka kwa data kuti atenge zidziwitso zothandiza zomwe zimathandiza makampani kuwongolera kulumikizana kwamakasitomala ndi njira zawo.
Kuphatikiza apo, makina otsogola a CCaaS amalimbikitsidwa ndi ma protocol amphamvu omwe amatsimikizira chinsinsi. deta ya kasitomala-mgodi wagolide womwe suyenera kutengedwa mopepuka.
Amaperekanso scalability, yomwe ndi mtundu wofunikira womwe umathandizira makampani kukulitsa ntchito zawo zamakasitomala mokoma mtima komanso mogwirizana ndi kukula.
Kuphatikiza apo, makina odzipangira okha ndi ofunikira chifukwa amamasula anthu ku ntchito zobwerezabwereza ndipo amapereka malo olumikizana mwakuya ndi makina a anthu.
Kuphatikiza apo, nkhani yatsopano ya Artificial Intelligence (AI) yophatikizidwa mu machitidwe a CCaaS ndiyosintha. Zimathandizira kuthana ndi mafunso ambiri, kuwonetsetsa kuti palibe kasitomala amene amasiyidwa.
Komanso, chifukwa chake zowonongeka, mabizinesi atha kukhala okhazikika poyembekezera zovuta zomwe zingachitike.
Chifukwa chake tasonkhanitsa malo abwino kwambiri a Contact Center monga Service (CCaaS) kuti mupititse patsogolo kulumikizana kwamakasitomala pazolumikizana zanu.
1. Amazon Connect
Amazon Connect imatuluka ngati ukadaulo wamphamvu wa Contact Center monga Service (CCaaS) wopangidwira kukonzanso malire azomwe ogula amakumana nazo.
Kuthekera kwake kwakukulu kwagona popereka njira zonse, zopezeka pamtambo zomwe zimaphatikiza macheza ndi matelefoni m'njira yosalala komanso yopanda msoko.
Amazon Connect ndi njira yoyeserera kwa makampani omwe akufuna kupereka chithandizo chabwino kwambiri kwamakasitomala popanda kukakamizidwa ndi ma hardware chifukwa imakhala ndi kusinthasintha komanso kusinthika kwamtambo, mosiyana ndi malo ochezera achikhalidwe.
Ndi malo osungira omwe amapangidwa kuti athandize mabizinesi kufika pagawo latsopano lakutengapo gawo kwa kasitomala. IVR (mayankhidwe a mawu) ndi mawonekedwe a chatbot oyendetsedwa ndi AI akupezeka pa Amazon Connect.
Izi zimapereka chithandizo chofulumira kwa ogula ndipo, pakafunika, onetsetsani kuti zoyankhulana zimaperekedwa kwa othandizira anthu omwe ali ndi nkhani yoyenera.
Kutha kwa mabizinesi kuti asinthe mosavuta zomwe ogula akukumana nazo kuti agwirizane ndi mtundu wawo ndi chinthu chosiyanitsa.
Mofanana ndi nyumba yowunikira, ma analytics ndi mawonekedwe a nsanja amapereka chidziwitso chodziwika bwino pazochitika za malo ochezera a pa Intaneti ndi momwe ogula amachitira.
Kusinthasintha kwa ntchito za AWS ndi mapulogalamu a chipani chachitatu omwe Amazon Connect ingagwirizane nawo ndikofunikira pakupanga chilengedwe chomwe chimatha kusintha zomwe bizinesi ikufuna.
Kuphatikiza apo, ikuwonetsa kudzipereka kwake pakuteteza deta yodziwika bwino potsatira zofunikira zachitetezo.
Pulatifomu iyi ya CCaaS ndiyoposa njira yolumikizirana; ndi ng'anjo yopangira ng'anjo komwe chisangalalo chamakasitomala chimapangidwa ndi kuyanjana kwamalingaliro ndi kuwonjezereka kosalekeza.
mitengo
Mutha kuyamba kuyigwiritsa ntchito ndi gawo laulere la Amazon ndipo imapereka mtundu wamitengo yolipira, chifukwa mawu amayambira pa $ 0.018/mphindi.
2. Talkdesk
Talkdesk ndi nsanja yodalirika ya Contact Center monga Service (CCaaS) yomwe imapereka ntchito zingapo zomwe cholinga chake ndi kukhathamiritsa kulumikizana kwamakasitomala ndikuwongolera magwiridwe antchito.
Pokhala nsanja ya CCaaS, imapereka kuphatikiza kosalala kwa njira zoyankhulirana kuti makampani athe kulumikizana ndi makasitomala kudzera pa macheza, ma audio, makanema, ndi makanema ochezera kuchokera ku mawonekedwe amodzi.
Ndi njira yapadera yamabizinesi omwe akufuna kulimbikitsa chikhalidwe chothandizira makasitomala nthawi zonse chifukwa cha mapangidwe ake osavuta kugwiritsa ntchito komanso ziwerengero zoyendetsedwa ndi AI.
Sikuti Talkdesk imapereka njira yolumikizirana, komanso imapereka zida zambiri zokonzedwa kuti zithandizire mbali zonse zamakasitomala.
Kuthekera kwake, komwe kumaphatikizapo njira zodzithandizira zoyendetsedwa ndi AI, kasamalidwe ka anthu ogwira ntchito, ndi njira zonse zopangira njira, zidapangidwa kuti zipangitse ntchito zamagulu othandizira makasitomala kukhala zosavuta komanso zopindulitsa.
Kuthekera kwa malipoti a nthawi yeniyeni komanso kusanthula kwapulatifomu kumakhala kosintha chifukwa amapereka zidziwitso zothandiza zomwe zimalimbikitsa kupanga zisankho bwino.
Talkdesk's scalability yosavuta imapangitsa kukhala njira yabwino kwamakampani amitundu yonse ndikuwathandiza kuti azitha kusintha zosowa zawo.
Ndizosavuta kuphatikiza Talkdesk ndi zida zamakampani ndi makina ena chifukwa cha mphamvu zake zachilengedwe zolumikizira ndi mapulogalamu.
Kudzipereka kwake pakuteteza deta yodziwika bwino yamakasitomala kumawonetsedwa ndikugogomezera pakupereka malo otetezeka komanso ogwirizana.
Pamodzi ndi kukhala osangalatsa kwa othandizira, mawonekedwe osavuta kugwiritsa ntchito amapangitsa kusuntha kukhala kosavuta komanso kopanda zovuta kwa magulu pochepetsa njira yophunzirira.
mitengo
Mitengo yamapulogalamuyi imayambira pa $75 pa wogwiritsa ntchito/mwezi.
3. RingCentral Contact Center
RingCentral Contact Center imatuluka ngati nsanja yamphamvu ya CCaaS (Contact Center ngati Service) yokonzedwa kuti ipititse patsogolo kuyanjana kwamakasitomala panjira zambiri zolumikizirana.
Mothandizidwa ndi njira yonseyi, mabizinesi amatha kuthandiza ogula mosavuta kudzera pa mawu, macheza, maimelo, ndi njira zopitilira 30 zama digito.
Mphamvu ya nsanja ili mu kusakanikirana kwake kosalala, komwe kumagwirizana ndi ogwiritsa ntchito ndi gwero loyenera nthawi yoyamba, kaya ndi ntchito yodzipangira nokha kapena wothandizira moyo.
Ndi zokambirana za AI, njira zanzeru, komanso kusanthula kwamalingaliro, nsanjayi imapereka luso laukadaulo lomwe limathandizira ogwira ntchito komanso makasitomala.
Mayankho a AI amathandizira othandizira kuti asavutike kulosera, kukonza nthawi, ndi kuwunika momwe magwiridwe antchito akuwongolera.
Ndi RingCentral, kugwirira ntchito m'madipatimenti onse ndikosavuta chifukwa kumaphatikiza ndi RingCentral MVP kuti ipereke njira imodzi yolumikizirana yokhudzana ndi kampaniyo.
RingCentral Contact Center imagwira ntchito mwanzeru, imagwiritsa ntchito ma analytics otsogola kuti apititse patsogolo luso lamakasitomala (CX).
Mawonekedwe a AI ndi ma automation papulatifomu amaphimba zonse zomwe kasitomala amakumana nazo, kuphatikiza kudzipangira mwanzeru, njira zanzeru, komanso chithandizo cha othandizira kuti awonjezere chisangalalo chamakasitomala komanso kuchita bwino kwa othandizira.
Kuphatikiza apo, ndikutha kuwulula mbiri yogula, zokambirana zam'mbuyomu, ndi zina zambiri, zolumikizira za CRM zapapulatifomu zimapereka chithandizo chogwirizana.
Izi zimatsimikizira kuti makampani ali ndi chidziwitso chofunikira kuti apange zisankho zanzeru ndikukweza nthawi yomweyo ntchito yabwino, kuwonjezera pa malipoti opitilira 100 omangidwa kale ndi ma dashboard omwe mungasinthire makonda.
mitengo
Mitengo sinalembedwe patsamba la Contact Center Solutions, chonde lemberani zogulitsa zamitengo yake.
4. Five9 Intelligent Cloud Contact Center
Five9 Intelligent Cloud Contact Center ndiukadaulo wotsogola wa CCaaS womwe umathandizira othandizira kuti azilumikizana ndi makasitomala kudzera pamayendedwe omwe asankhidwa.
Imapatsa oyang'anira chidziwitso chosayerekezeka pakugwira ntchito kwa malo ochezera ndipo imapatsa mabizinesi kulimba mtima kuti athe kuzolowera msika wamakasitomala womwe umasintha nthawi zonse.
Practical AI imapezeka nthawi zonse ndi Five9, yopereka antchito a digito omwe amatha kulumikizana m'zilankhulo mazana ambiri ndikuwongolera mosalekeza njira zofunika zamabizinesi.
Tekinolojeyi imayamikiridwa chifukwa cha kuthekera kwake kosinthiratu malo olumikizirana ndi kuyimbira foni, kuwasintha kukhala malo oyamba ochezera makasitomala.
Motsogozedwa ndi chidwi chaukadaulo komanso kudzipereka pakupambana kwamakasitomala, pulogalamu yamtambo ya Five9 imalonjeza zabwino kwambiri. zokumana nazo za ogwiritsa ntchito.
Chilakolako ichi chikuwonetsedwa pakuyanjana kwawo ndi PGA TOUR Pro, yomwe imayimira kudzipereka kwawo pakuchita mgwirizano ndi zotsatira zabwino.
Mabizinesi amatha kusintha malo olumikizirana ndi mtambo kuti akwaniritse zosowa zawo zapadera chifukwa cha njira ya Five9's kasitomala-centric, yomwe imasintha komanso yanzeru nthawi zonse.
Malo olumikizirana nawo akuyenda chifukwa cha mawonekedwe otseguka a pulatifomu komanso mbiri yabwino yazinthu, zomwe zimathandizira zochitika za AI kwa makasitomala ndi othandizira.
Zofuna zamakasitomala zimayikidwa patsogolo mu njira ya Five9 yoyendetsedwa ndi zotsatira pakugulitsa, kukhazikitsa, ndi kuthandizira, zomwe zapangitsa kuti kampaniyo itamandidwe pafupipafupi ndi akatswiri chifukwa chopereka mayankho amtambo.
Five9 yatsimikizira kufunika kwake kuyambira pomwe idatumizidwa, ikuwonetsa mbiri yakukweza kukhutitsidwa kwamakasitomala ndikuchepetsa mtengo wa ogwira nawo ntchito ndi njira zabwino kwambiri komanso kuyimbanso pamzere.
mitengo
Mitengo yamapulogalamuyi imayambira pa $149 pa wogwiritsa ntchito/mwezi.
5. 8 × 8 Contact Center
8 × 8 Contact Center ndi njira yokwanira yolumikizirana ndi mtambo yomwe imaphatikiza kudalirika, kulumikizana kwamakasitomala, komanso kuthekera kothandizana nawo kuti apititse patsogolo luso lamakasitomala.
Imatsimikizira zokolola za wothandizira ndi nsanja ya 99.999% uptime SLA ndikuchotsa chisokonezo popereka zida imodzi.
Pulatifomuyi imamangidwa ndi zosowa za wogwiritsa ntchito. Imathandizira njira zonse zoyankhulirana ndipo imapereka mwayi wodzichitira nokha, woyendetsedwa ndi AI kuti mupititse patsogolo luso la ogwiritsa ntchito.
Zopangidwa ndi onse othandizira ndi oyang'anira m'maganizo, malo ogwiritsira ntchito, ogwiritsira ntchito modular amaphatikiza zida zonse ndi deta yofunikira kukhala mawonekedwe amodzi, omveka bwino.
Malo ogwirira ntchitowa amapangidwa kuti apititse patsogolo zokolola komanso kupereka mwayi wabwino kwambiri wamakasitomala.
Kuphatikiza apo, 8 × 8 Contact Center imapereka zida zogwirira ntchito zachitukuko chopitilira limodzi ndi ma analytics osinthika kuti atulutse kuthekera kwa wothandizira poyankha mwachangu komanso kuphunzitsa mwanzeru.
Zokumana nazo mwamakonda odzichitira nokha kwa makasitomala ndi njira za omnichannel kwa othandizira zimalola kulumikizana mwachangu komanso mayankho abwinoko.
Ndi njira zogwirira ntchito, chithandizo chamoyo chimaperekedwa kudzera pa foni ndi njira za digito ndi wothandizira makasitomala anzeru papulatifomu.
Kuphatikiza apo, chidziwitso chonse cha momwe malo olumikizirana amagwirira ntchito amaperekedwa kudzera pa malipoti osinthika ndi ma analytics a pulatifomu, omwe amawunikira ma metric ndi machitidwe omwe amakhudza zomwe kasitomala amakumana nazo.
Dongosolo loyang'anira anthu ogwira ntchito kuchokera ku 8 × 8 Contact Center limapanga zotsatira popereka othandizira ndi njira zingapo zopulumutsira nthawi komanso zopezera zotsatira.
Kuphatikizika kwachangu kumatheka chifukwa cha nsanja ya Dynamic Integration Framework, yomwe imapereka mwayi wambiri wopititsa patsogolo zomwe makasitomala amakumana nazo (EX ndi CX), motsatana.
mitengo
Chonde pezani mgwirizano kuti mutenge mitengo.
6. ZABWINO CXone
NICE CXone ndi chitsanzo cha nsanja za CCaaS; imapereka nsanja imodzi, yolumikizirana yomwe imagwirizanitsa machitidwe onse amakasitomala panjira zonse.
Ndi yankho lamtambo lomwe limakula bwino, kuyika mwachangu, ndikukwaniritsa zosowa zamakasitomala padziko lonse lapansi. Adadziwika ngati mtsogoleri mu 2023 Gartner Magic Quadrant for Contact Center ngati Service.
Ndi chilengedwe chonse, osati nsanja chabe, pomwe ma tchanelo, data, mapulogalamu, ndi ukadaulo zimakumana kuti zithandizire kulumikizana kwa ogula.
Mabungwe atha kugwiritsa ntchito AI yopangidwira makasitomala (CX) ndi NICE CXone kuti ikwaniritse bwino ndikukulitsa CX ndi kuthekera kwakukulu.
Enlighten AI imaphatikizidwa papulatifomu kuti ipereke zochitika zodabwitsa kwa mabizinesi, makasitomala, ndi antchito.
Chilichonse cha CXone, kuphatikiza zisankho zautumiki, njira zanzeru, ndi kudzichitira nokha, zikuwonetsa kulondola kwa AI.
Ma analytics a nsanja amapereka zidziwitso zothandiza zomwe zimalimbikitsa magwiridwe antchito komanso kuwongolera kosalekeza.
Gululi likufuna kupatsa makasitomala mwayi wokumana nawo wodzithandizira okha, wokhazikika, kutsimikizira zowoneka bwino zomwe zimapereka zotsatira zoyezeka.
Kuphatikiza apo, mapulogalamu a NICE CXone osavuta kugwiritsa ntchito, otsogozedwa ndi mapangidwe amaphatikiza zida ndi data kukhala cholumikizira champhamvu cha ogwiritsa ntchito pomwe akuyang'ana zofunikira za malo aliwonse olumikizirana.
Limaperekanso kuthekera kosiyanasiyana pakuwongolera kutengeka kwa ogwira ntchito ndikutsegula kuthekera kwa wothandizila pofufuza mwanzeru.
mitengo
Mitengo yamapulogalamuyi imayambira pa $71/mwezi.
7. Genesys Cloud CX
Genesys Cloud CX ndi njira yolumikizirana ndi mtambo yomwe imaphatikiza kulumikizana kwamakasitomala ndi othandizira panjira zambiri monga foni, imelo, macheza, mameseji, ndi malo ochezera.
Tekinoloje iyi idapangidwa kuti itsegule njira zatsopano zogwirira ntchito bwino komanso zachifundo, kulola malo olumikizirana kuti aziyembekezera zomwe akufuna ndikupereka yankho lokwanira kotero kuti kulumikizana kulikonse kumapangitsa ogula kukhala okhutira.
Mabizinesi kulikonse akhoza kudabwitsa ndi kudabwitsa ogula ndi zosavuta, zokumana nazo zachifundo chifukwa cha Genesys Cloud CX.
Ukadaulowu umapereka chiwonjezeko chodziwika bwino cha zokolola za othandizira kuphatikiza ndi kuyimba kochititsa chidwi koyimbira koyamba komanso kuyankha kwapakati.
Mapangidwe ake osavuta kugwiritsa ntchito amapangitsa kuti ikhale yosavuta kukhazikitsa ndikuthandizira kulumikizana mosasunthika pamapulatifomu onse osafunikira chidziwitso chaukadaulo.
AI imathandizira kasamalidwe ka anthu ogwira ntchito komanso zokumana nazo zamakasitomala pomasula othandizira ku ntchito mobwerezabwereza ndikugwiritsa ntchito deta kuti apereke zidziwitso zofunika.
Kuphatikiza pa kukhala modula komanso umboni wamtsogolo, Genesys Cloud CX imapereka ma API otseguka ndi chilengedwe chothandizana nawo chachikulu.
Njira yake yamtambo-yoyamba imapangitsa mabungwe kukhala ndi mphamvu zamtsogolo mwakupeza mayankho kuzinthu zamtsogolo tsopano.
Ma API ambiri otseguka, zolumikizira zomwe zidamangidwa kale, ndi Msika waukulu wa AppFoundry zimakulitsa mawu apulatifomu, digito, AI, analytics, ndi kuthekera kwa kasamalidwe ka ogwira ntchito.
Ndi mphamvu monga ma bots olankhula ndi ma chatbots, IVR yolankhula, komanso chithandizo chambiri cha digito, Genesys Cloud CX imatsimikizira kuyanjana kwamakasitomala kosavuta komanso kothandiza.
Pamodzi ndi mautumiki amphamvu a mawu, kayendetsedwe ka ntchito zodzipangira okha, ndi njira zotsogola zomwe zikubwera komanso zotuluka, nsanjayi ikufunanso kupititsa patsogolo kukhutira kwamakasitomala.
mitengo
Mitengo yamapulogalamuyi imayambira pa $75/mwezi.
8. Vonage Contact Center
Vonage Contact Center ndi nsanja yamakasitomala yochokera pamtambo yomwe imapereka njira zolumikizirana komanso kulumikizana kuti zithandizire makasitomala.
Kuyanjana kwamunthu payekha kumatheka chifukwa chophatikizana momasuka kwa njira ya CCaaS (Contact Center as a Service) ndi machitidwe a CRM, zomwe zimapatsa othandizira kumvetsetsa bwino kwa kasitomala.
Pulatifomu ya Vonage ndiyosavuta kugwiritsa ntchito ndipo othandizira amatha kuyang'ana kwambiri potumikira makasitomala m'malo mongopeza mapulogalamu ovuta. Makasitomala amatha kulumikizana kudzera pa macheza, malo ochezera a pa Intaneti, ma SMS, mafoni, ndi ma SMS chifukwa cha kuthekera kwa nsanja.
Chepetsani nthawi zodikirira ndikuwonjezera ziwopsezo polumikiza ogula ndi wothandizira wabwino kwambiri kudzera munjira zanzeru za Vonage.
Oyang'anira amatha kupanga zisankho zoyendetsedwa ndi data kuti akwaniritse ntchitoyo pogwiritsa ntchito kusanthula kwanthawi yeniyeni komanso mbiri yakale, komwe kumapereka chidziwitso pakuchita kwa malo ochezera.
Pokhala ndi luso lokonzekera ma agent, kuwongolera bwino, ndi kuwunika momwe ntchito ikuyendera, Vonage Contact Center imayikanso patsogolo kukhathamiritsa kwa ntchito.
Chifukwa cha kuchuluka kwake, makampani akuluakulu kapena ang'onoang'ono amatha kusintha ntchitoyo kuti ikwaniritse zofuna zawo, mosasamala kanthu za kukula kwa ogwira ntchito.
Vonage imatsimikizira kutetezedwa kwa data ya ogula kudzera pakukhazikitsa njira zolimba zachitetezo, kutsata kutsata, komanso kulimbikitsa chidaliro.
Othandizira amatha kupeza zidziwitso zonse zomwe akufuna nthawi yomweyo chifukwa cha kulumikizana kwa nsanja ndi othandizira apamwamba a CRM, monga Salesforce, yomwe imalimbikitsa chithandizo chamakasitomala chogwira mtima komanso chogwira mtima.
Vonage ndi njira yosunthika chifukwa cha mawonekedwe ake a API, omwe amathandizira makonda komanso kulumikizana ndi zida zina zamabizinesi.
mitengo
Chonde pezani mtengo wamtengo.
9. Dialpad AI Contact Center
Dialpad AI Contact Center imadziwika ngati nsanja ya CCaaS yomwe imagwiritsa ntchito nzeru zochita kupanga kusintha chithandizo chamakasitomala.
Kukhazikitsa mwachangu kumapangitsa kuti makampani akhazikitse malo atsopano olumikizirana padziko lonse lapansi pakangotha mphindi zochepa, ndikukhazikitsa oyang'anira ma agent m'dera limodzi, logwirizana.
Kuthekera kwa AI papulatifomu kumaphatikizidwa kwambiri, kupatsa othandizira ndi maphunziro amoyo, kusanthula malingaliro, ndi chithandizo chonse panjira zonse kuti zitsimikizire kuti kasitomala ali ndi chithandizo choyenera.
Kudzera m'malo amodzi ogwirira ntchito, magulu amatha kulumikizana, kukumana, kutumiza mauthenga, ndikuthandizira makasitomala chifukwa cha pulogalamu yogwirizana. Ndi zolembedwa zoyendetsedwa ndi AI komanso kuphunzitsa munthawi yeniyeni, kulumikizanaku ndikofunikira kuti mupititse patsogolo magwiridwe antchito ndikulimbikitsa kulumikizana mwamphamvu kwamakasitomala.
Digital Self Service ndi chinthu chinanso chomwe Dialpad imapereka. Imafufuza zokha zodziwa zamkati ndi zakunja kuti ipereke mayankho abwino kwambiri kwa makasitomala posachedwa.
Izi zimachepetsa kuyesetsa kwa othandizira pomwe nthawi imodzi zimakulitsa kukhutitsidwa kwa kasitomala.
Kudzera m'malo amodzi ogwirira ntchito, othandizira amatha kuyang'anira zochitika pamapulatifomu angapo monga WhatsApp, Facebook Messenger, ndi Apple Business Chat chifukwa chaukadaulo waukadaulo wokhudzana ndi kasitomala woperekedwa ndi nsanja.
Pofuna kuthandiza othandizira ma digito kuthana ndi zovuta mwachangu, AI yomangidwira imapanga njira ndi mayankho ofunikira.
Dialpad imapereka kasamalidwe kokulirapo pakuwongolera zabwino, kulosera, kukonzekera kwa othandizira, komanso kutsata machitidwe abwino kwambiri pakuchitapo kanthu kwa ogwira ntchito.
Magwiridwe a nsanja amakulitsidwanso ndi kugwirizana kwake ndi mapulogalamu odziwika bwino.
Kuphatikiza apo, ili ndi kusanthula kwamawu munthawi yeniyeni, njira zoyankhira mawu, ma voicemail anzeru ndi njira zoimbira foni, komanso njira zolumikizirana makonda.
Ndemanga zanthawi yomweyo zimaperekedwa ndi zida zophunzitsira zenizeni komanso kuwunika momwe oimbira akumvera, zomwe zimapangitsa kuti zisinthidwe mwachangu kuti ziwongolere ntchito zabwino.
Kuphatikiza apo, malo olumikizirana nawo amayenda bwino pama PC ndi mafoni am'manja chifukwa cha kulumikizana kwa Dialpad.
mitengo
Mitengo yamapulogalamuyi imayambira pa $80 pa wogwiritsa ntchito/mwezi.
10. mphepo yamkuntho CONTACT
Storm CONTACT ndi nsanja yapamwamba kwambiri yamtambo yochokera pamtambo (CCaaS) yomwe imasinthiratu zochitika zapakatikati.
Lapangidwa kuti likwaniritse zofuna zosintha za ogula amakono omwe amafunikira kulumikizana mwachangu komanso kosinthika pama media osiyanasiyana.
Mabizinesi atha kugwiritsa ntchito Storm CONTACT kuphatikiza onse omwe amalumikizana ndi makasitomala kukhala nsanja imodzi yomwe imapezeka pazida zilizonse. Izi zimatsimikizira kusinthika kosalala komanso kudalirika kodalirika kuyendetsa ma spikes pakufunidwa ndikusunga chitsimikizo cha 99.999%.
Powatsogolera mafunso kwa wothandizira woyenerera kwambiri kuti akwaniritse zofuna za kasitomala, makina otsogola a nsanja, otengera luso amawongolera magwiridwe antchito ndi mawonekedwe amtundu uliwonse.
Kukhoza kuyanjana ndi machitidwe amakono kumakwaniritsa izi, kumathandizira kusuntha kosasunthika komanso kofulumira kumtambo.
Mwa kuphatikiza mayendedwe onse kukhala mawonekedwe amodzi, Desktop Task Assistant (DTA) imafulumizitsa wothandizirayo. Ntchito yopita ndipo imapereka chidziwitso chabwino kwambiri chamakasitomala a omnichannel.
Mabizinesi amatha kulumikiza makasitomala ndi wothandizira wabwino kwambiri, munthu kapena makina, kutengera zinthu zosiyanasiyana, monga luso la othandizira ndi umunthu, chifukwa cha zomwe Storm CONTACT zimatha makonda.
Kuchulukira kwake kosatha komanso njira yochenjera imalola kuti azitha kulumikizana mwachangu, ndipo mawonekedwe ake odzipangira okha amatsimikizira kuti zosankha zodzipangira nokha zimapezeka nthawi zonse, ngakhale panthawi yotanganidwa.
Pulatifomu ilinso ndi zolumikizira zapadera zomwe zimagwira ntchito bwino ndi nkhokwe zamakono ndi makina a IT, kupatsa othandizira mwayi wopeza zidziwitso zonse zomwe amafunikira pa dashboard imodzi.
mitengo
Chonde pezani mtengo wamtengo.
11. Webex Contact Center
Webex Contact Center ndi nsanja yathunthu ya CCaaS yomwe idatchedwa Gartner Magic Quadrant for Contact Center ngati Service mu 2023.
Kukhazikitsa zokumana nazo zolumikizana zamakasitomala nthawi yonse yamoyo zimatsimikizira kuyanjana bwino pakati pa digito ndi anthu.
Webex Contact Center imapereka njira zingapo zama digito zamaulendo anzeru komanso ophatikizika amakasitomala ndikugogomezera makasitomala omwe ali ndi chidwi komanso zokumana nazo zabwino kwambiri.
Pulatifomuyi imapatsa oyang'anira ndi othandizira zida zogwirira ntchito limodzi komanso kuzindikira kotheka munjira yotetezeka kwambiri komanso yosinthika.
Yankho lokonzekera kugwiritsa ntchito ili lingathenso kukonzedwa kwathunthu kuti ligwirizane ndi zofunikira zamtundu uliwonse wa bungwe.
Ma Agents amapatsidwa mawonekedwe osavuta kugwiritsa ntchito apakompyuta, omwe amaphatikiza mbiri yamakasitomala ndi mauthenga amkati mwa pulogalamu kudzera pa Microsoft Teams kapena Webex.
Pulatifomu imodzi yomwe imapereka deta yofunikira ndi zidziwitso zimapangitsa kasamalidwe kukhala kosavuta.
Ma Agents amatha kuyankha munthawi yeniyeni kuti apereke chidziwitso chabwino kwambiri pogwiritsa ntchito data yaulendo wamakasitomala, yomwe imapereka chidziwitso chofunikira pamakanema ndi mapulogalamu onse.
Aragon adazindikira Cisco ngati mtsogoleri mu Webex Contact Center ku The Aragon Research Globe TM kwa Intelligent Contact Center kwa zaka zinayi.
Mabungwe ambiri, monga T-Mobile, omwe adagwiritsa ntchito nsanjayi kuti atumize mafoni kumalo olumikizirana nawo, abwenzi apadziko lonse lapansi, komanso nyumba za othandizira, aunikanso ndi kuvomereza Webex Contact Center.
mitengo
Mitengo sinalembedwe pa malo olumikizirana nawo, chonde lumikizanani ndi gulu lamitengoyi.
12. Odigo
Odigo ndi njira yamphamvu ya CCaaS yomwe imadziwika chifukwa cha kuthekera kwake kukhathamiritsa kuyanjana kwamakasitomala pamakina ambiri, kupangitsa kuti kasitomala azidziwa bwino komanso moyenera.
Odigo ndi kampani yotsogola ku Europe yomwe ikukula kufikira padziko lonse lapansi, ikuthandizira makasitomala m'maiko a 100 ndi nsanja yomwe imathandizira anthu opitilira 3 biliyoni pachaka.
Ndi mawonedwe a makasitomala a 360-degree ndi console imodzi yomwe imapangitsa kuti kasitomala ndi wothandizila azidziwa bwino, nsanjayi imamangidwa kuti izitha kuyang'anira malo olumikizana ndi anthu ambiri mophweka.
Kupyolera mu kukhathamiritsa zokolola za othandizira komanso kupititsa patsogolo magwiridwe antchito a malo olumikizirana, mawonekedwe a nsanja - monga omnichannel bot ndi kuyankha kwamawu (IVR) - amathandizira makasitomala.
Mwala wapangodya wa njira ya Odigo ndi kasamalidwe ka luso komanso kachitidwe ka zinthu, zomwe zimatsimikizira kuti makasitomala amalumikizidwa mwachangu ndi wothandizira oyenerera kwambiri, kupititsa patsogolo chisangalalo cha makasitomala ndi magwiridwe antchito.
Ukadaulo wa Odigo umagwiritsa ntchito AI kuthandiza othandizira kuchita bwino komanso kupatsa makasitomala zisankho zodzipangira okha.
Ndi mawonekedwe omwe cholinga chake ndi kukulitsa chisangalalo kwa makasitomala ndi othandizira, nsanjayi imayika chidwi kwambiri pakuchitana kwa othandizira.
Malo olumikizirana a KPIs amakhala oyendetsa kukula chifukwa cha magwiridwe antchito ndi kukhathamiritsa komanso nsanja yamtambo yomwe imapereka scalability, chitetezo, ndi kusinthasintha.
Mawonekedwe a API a Odigo amapangitsa kukhala kosavuta kuphatikiza ndi machitidwe apano, kutsimikizira kusamuka kwamtambo kosasunthika.
Kuti muwonjezere mtengo, nsanjayi imaperekanso ntchito zingapo, monga ntchito zamaluso, ntchito zophatikizira za IT, ndi upangiri wa CX.
mitengo
Mitengo sinalembedwe patsamba koma mutha kupempha chiwonetsero cha nsanja.
Kutsiliza
Kupereka chithandizo chamakasitomala ndikofunikira kwambiri kuti chipambane kwanthawi yayitali pamsika wamasiku ano.
Ukadaulo wapamtambo monga Contact Center monga Service (CCaaS) ndiwofunikira pothandiza mabizinesi kuthana ndi kuyanjana kwamakasitomala.
Makinawa amathandizira kulumikizana ndi njira zingapo, kuphatikiza macheza, maimelo, kuyimba foni, ndi malo ochezera a pa Intaneti, popereka mwayi wa omnichannel.
Njira zachitetezo zolimba zimatsimikizira kutetezedwa kwa kasitomala, pomwe ma analytics mkati mwa nsanja za CCaaS amapereka chidziwitso chanzeru kuti apititse patsogolo kulumikizana kwamakasitomala ndi njira.
Kufewetsa njira kudzera mu makina opangira makina kumapangitsa kuti anthu ndi makina azilumikizana mozama, komanso luso laukadaulo (AI) limathandizira ndi chithandizo chamakasitomala ndikuthana ndi mavuto.
Amazon Connect, Talkdesk, RingCentral Contact Center, Five9 Intelligent Cloud Contact Center, 8 × 8 Contact Center, NICE CXone, Genesys CloudCX, Vonage Contact Center, Dialpad AI Contact Center, Storm CONTACT, Webex Contact Center, ndi Odigo ndi ochepa chabe mwa nsanja za CCaaS zomwe zimapereka mawonekedwe osiyanasiyana ndi zosankha zamtengo kuti zigwirizane ndi zofunikira zosiyanasiyana zamabizinesi.
Ndikofunikira kulumikizana ndi ogulitsa kuti mudziwe zenizeni chifukwa mitengo ingasiyane.
Kusankha nsanja yabwino kwambiri ya CCaaS ya kampani yanu idzadalira zolinga zanu ndi zosowa zanu kuti mupititse patsogolo ntchito zamakasitomala ndi kulumikizana.
Siyani Mumakonda