Nguva nenguva tese tinonetseka kubata basa revatengi rekambani.
Unogonawo kunge wakamirira kwenguva yakareba kana kuendeswa pakati pevamiririri dambudziko rako risati ragadziriswa. Nekuda kwedambudziko iri, makambani anga achifunga Contact Centers seSevhisi (CCaaS).
Mabhizinesi anogona kubata nekumhanyisa mashandiro avo evatengi kubva papuratifomu yepakati vachishandisa CCaaS, cloud-based solution.
Kuburikidza nekushandiswa kwezvinhu zvakaita semapindure ezwi anopindirana, kugovera kufona otomatiki, uye kurekodha kufona, CCaaS inobatsira masangano kukwenenzvera mashandiro avo ebasa revatengi, kuwedzera kugadzirwa kwevamiriri, uye kusimudza mufaro wevatengi.
Mushure mezvose, vatengi vanoda rubatsiro rwekukurumidza uye runoshanda munguva yedhijitari. Mabhizinesi anogona kuita izvi uku achirerutsa mashandiro avo nekuda kweCCaaS. Zvino, ngationei kuti tekinoroji iyi inoshanda sei uye kuti ndeapi maturusi aungasarudza kuti ukwidze mafambiro ebasa rako.
Vanoshanda Sei?
Cloud-based tekinoroji inoshandiswa neCCaaS mhinduro kugadzirisa uye kugadzirisa zviitiko zvebasa revatengi. Kana mutengi akabata kambani, kufona kwavo kana kubvunza kunofambiswa kuburikidza neCCaaS papuratifomu uye kunonangwa kumumiririri akakodzera kana dhipatimendi.
CCaaS masisitimu anowanzo sanganisira akasiyana maturusi anobatsira mukugadzirisa kwekuita kwevatengi.
Izvi zvinosanganisira otomatiki kugovera kufona, iyo nzira inodaidza kune inotevera inowanikwa mumiriri, inopindirana inzwi mhinduro, iyo inobvumira vatengi kufamba menyu uye sarudzo nemirairo yezwi, uye kufona kurekodha, izvo zvinobvumira mabhizinesi kuongorora uye kuongorora kudyidzana kwevatengi kune kuvimbiswa kwemhando.
Kubatanidzwa kweAI
Tekinoroji yeAI yave kubatanidzwa zvishoma nezvishoma muCCaaS zvigadzirwa mumakore achangopfuura. Chatbots inogoneswa nehungwaru hwekugadzira, semuenzaniso, inopa vatengi sevhisi nekukurumidza uye inoshanda nekupindura mibvunzo inowanzo bvunzwa kana kugadzirisa zvinonetsa.
Chatbots inogona kududzira uye kupindura kumibvunzo yemutengi nenzira seyemunhu nekuda kwehunyanzvi hwemutauro wemutauro (NLP), zvichikonzera ruzivo rwakatsetseka rwevatengi.
Artificial intelligence inogonawo kushandiswa kuongorora kudyidzana kwevatengi uye kupa ruzivo rwemaitiro evatengi uye zvavanofarira. Mabhizinesi, semuenzaniso, anogona kuona mapatani mukubvunza kwevatengi nekudzidza zvinyorwa zvekufona uye kugadzirisa mashandiro avo nemazvo.
Inooneka Software uye Tekinoroji
Genesys Cloud
Genesys Cloud ndeye gore-based contact centre system iyo inosanganisira zvinhu zvinosanganisira otomatiki kugovera kufona, inopindirana inzwi remhinduro, uye manejimendi evashandi.
Iyo inosanganisirawo e-intelligence-powered chatbots uye chaiyo-nguva data kubatsira masangano mukugadzirisa mashandiro avo ekutsigira vatengi.
Shanu9
Five9 icloud-based contact centre software ine hunyanzvi hunosanganisira kufanotaura kufona, kurekodha kufona, uye real-time reporting. Kuvandudza ruzivo rwemutengi, ine zvakare AI-powered chatbots uye kuzivikanwa kwekutaura.
Amazon Connect
Amazon Connect igore-yakavakirwa kuonana pakati sevhisi inobvumira mabhizinesi kuti akurumidze kuseta chaiyo yekufona centre. Iyo ine mabasa anosanganisira otomatiki kugovera kufona, inopindirana inzwi mhinduro, uye chaiyo-nguva manhamba.
Twilio Flex
Twilio Flex igore-yakavakirwa yekuonana nzvimbo papuratifomu inosanganisira kugona kunosanganisira otomatiki kugovera kufona, kutumira mameseji, uye vhidhiyo chat. Iyo zvakare ine maitiro anochinjika uye AI-powered chatbots kubatsira mafemu mukugadzirisa mashandiro avo ekutsigira vatengi.
Zendesk
Zendesk igore-yakavakirwa mutengi rutsigiro chikuva chinosanganisira maficha anosanganisira manejimendi ematikiti, live chat, uye zivo base manejimendi.
Inosanganisirawo e-artificial intelligence-powered chatbots uye analytics kubatsira masangano mukuvandudza mashandiro avo ekutsigira vatengi.
Kuitwa uye Kugamuchirwa kweCCaaS
Kuita uye kuita zvigadziriso zveCCaaS zvinogona kupa zvikomborero zvakati kumasangano, asi zvakakosha kuti unzwisise maitiro uye nyaya dzinobatanidzwa.
Kuitwa kweCCaaS kunowanzo kuve nemaitiro akati wandei, kusanganisira kuongorora zvinodiwa nekambani yako, kusarudza mupi weCCaaS, uye kubatanidza mhinduro nemasystem ako aripo.
Izvo zvakakosha kuti ushande pamwe nemutengesi wako panguva iyi yekuvimbisa shanduko isina musono uye kudzidzisa vashandi vako mashandisiro ehurongwa hutsva.
Kuramba kwevashandi kuchinja nderimwe rematambudziko akaomarara mukuita CCaaS mhinduro. Izvi zvinogona kudzivirirwa nekubatanidza vashandi mukuita basa, kupa dzidziso nerubatsiro, uye kusimbisa mabhenefiti ehurongwa hutsva.
Pane nzira dzakasiyana-siyana dzakanakisa dzinofanirwa kutevedzerwa nemafemu kuti ive nechokwadi chekuendesa uye kutora kweCCaS mhinduro. Kutsanangura zvibodzwa nezvinangwa zvakajeka, kusarudza mupi weCCaaS anoenderana nezvido zvako zvekambani zvakasarudzika, kuva nemigwagwa yakavhurika yekutaurirana nemupi wako, uye kuisa mari mukuenderera mberi nekudzidziswa uye kutsigirwa kwevashandi vako yese mienzaniso yeizvi.
Mabhizinesi anogona kunyatso gadzira uye kushandisa CCaaS mhinduro nekutevera aya akanakisa maitiro uye kugadzirisa chero nyaya. Izvi zvinovandudza kushanda zvakanaka uye zvinovandudza ruzivo rwevatengi.
Zvakanakira zveCCaS zveMabhizinesi:
CCaaS masisitimu anopa akawanda mabhenefiti kumabhizinesi, anosanganisira:
- Scalability: Kuti ienderane nekuchinja kudiwa kwekambani, CCaaS masisitimu anogona kungokwira kumusoro kana pasi.
- Mutengo-kushanda: Cloud-based CCaaS mhinduro dzinogona kudhura pane-panzvimbo mhinduro sezvo dzisingade hardware inodhura kana kugadzirisa.
- Kuchinjika: Nekuti gore-yakavakirwa CCaaS mhinduro dzinogona kushandiswa kubva chero kupi neinternet chinongedzo, dzinopa kumwe kuchinjika.
- Kunyatsogona: Nekuti CCaaS masisitimu anogadzirisa nzvimbo zhinji dzebasa revatengi mashandiro, vamiririri vanogona ikozvino kubata akawanda anobatika munguva shoma.
- Kuwedzerwa ruzivo rwevatengi: CCaaS mhinduro dzinogona kubatsira masangano kuwedzera kugutsikana kwevatengi uye kuvimbika nekupa rubatsiro rwekukurumidza uye runoshanda.
Ramangwana CCaaS Kuvandudzwa
Sezvo tekinoroji ichifambira mberi, kune nzvimbo dzakasiyana uko CCaaS mhinduro dzinogona kuvandudzwa. Imwe nzvimbo ndeyekubatanidzwa kwehunyanzvi hwekunyepedzera hungwaru (AI) tekinoroji senge muchina kudzidza uye kugadzirwa kwemutauro wechisikigo kuendesa zvakatonyanya uye zvinogoneka rutsigiro rwevatengi.
Ndinotenda izvi zvine mukana wekuita shanduko yakanyanya.
Zvakare, analytics yemazuva ano uye matekinoroji ekubika anogona kubatsira mafemu kuwana zvakadzika nzwisiso mumaitiro evatengi uye zvavanofarira.
Chekupedzisira, kubatanidzwa kwematanho matsva ekutaurirana senge chat application uye social media zvinogona kupa mamwe nzira dzekuti vatengi vataure nemabhizinesi, zvichiita kuti zvive nyore kuwana rubatsiro.
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