Ngezikhathi ezithile sonke siba nobunzima bokuxhumana namakhasimende enkampani.
Ungase futhi ulinde isikhathi eside ulindile noma udluliselwe phakathi kwama-ejenti ngaphambi kokuba inkinga yakho ilungiswe. Ngale nkinga, izinkampani bezicubungula Izikhungo Zokuxhumana njengesevisi (CCaaS).
Amabhizinisi angaphatha futhi aqhube imisebenzi yawo yesevisi yamakhasimende esuka endaweni eyodwa esebenzisa i-CCaaS, isixazululo esisekelwe emafini.
Ngokusetshenziswa kwezici ezifana nokuphendula kwezwi okusebenzisanayo, ukusatshalaliswa kwezingcingo okuzenzakalelayo, nokuqoshwa kwekholi, i-CCaaS isiza izinhlangano ukuthi ziqondise imisebenzi yazo yesevisi yamakhasimende, zithuthukise ukukhiqiza kwama-ejenti, futhi zikhuphule injabulo yamakhasimende.
Phela, amakhasimende afuna usizo olusheshayo nolusebenzayo enkathini yedijithali. Amabhizinisi angafinyelela lokhu kuyilapho enza imisebenzi yawo ibe lula ngenxa ye-CCaaS. Manje, ake sibone ukuthi lobu buchwepheshe busebenza kanjani nokuthi imaphi amathuluzi ongawakhetha ukuze uthuthukise ukuhamba kwakho komsebenzi.
Zisebenza Kanjani?
Ubuchwepheshe obusekelwe efwini busetshenziswa izixazululo ze-CCaaS ukuze kuqondiswe futhi kube ngokuzenzakalela imisebenzi yesevisi yamakhasimende. Uma umthengi ethintana nenkampani, ucingo lwakhe noma imibuzo idluliswa kunkundla ye-CCaaS futhi iqondiswe kumenzeli ofanele noma umnyango.
Amasistimu e-CCaaS ngokuvamile ahlanganisa amathuluzi ahlukahlukene asiza ekwenzeni imisebenzi yesevisi yamakhasimende.
Lokhu kufaka phakathi ukusatshalaliswa kwekholi okuzenzakalelayo, okuyimizila ebiza umenzeli olandelayo otholakalayo, ukuphendula kwezwi okusebenzisanayo, okuvumela amakhasimende ukuthi azule kumamenyu nezinketho ngemiyalo yezwi, nokurekhoda ikholi, okuvumela amabhizinisi ukuthi abuyekeze futhi ahlaziye ukusebenzisana kwamakhasimende ukuze aqinisekise ikhwalithi.
Ukuhlanganiswa kwe-AI
Ubuchwepheshe be-AI sebuhlanganiswe ngokuqhubekayo emikhiqizweni ye-CCaaS eminyakeni yamuva nje. Ama-Chatbots anikwe amandla ubuhlakani bokwenziwa, isibonelo, anikeza amakhasimende isevisi esheshayo nephumelelayo ngokuphendula imibuzo evame ukubuzwa noma ukulungisa izinkinga ezivamile.
Ama-Chatbot angatolika futhi aphendule imibuzo yekhasimende ngendlela efana neyomuntu ngenxa yobuchwepheshe bokucubungula ulimi lwemvelo (NLP), okuholela ekwazisweni kwamakhasimende okushelela kakhudlwana.
Ubuhlakani bokwenziwa bungasetshenziswa futhi ukuze kuhlolwe ukusebenzisana kwabathengi futhi kunikeze imininingwane ngokuziphatha kwamakhasimende nokuthandwayo. Amabhizinisi, ngokwesibonelo, angabona amaphethini emibuzweni yamakhasimende ngokufunda imibhalo yocingo kanye nokulungisa ukusebenza kwawo ngendlela efanele.
I-Software ephawulekayo kanye Nobuchwepheshe
IGenesys Cloud
I-Genesys Cloud iyisistimu yesikhungo sokuxhumana esekwe emafini ehlanganisa izici ezihlanganisa ukusatshalaliswa kwezingcingo okuzenzakalelayo, ukuphendula kwezwi okusebenzisanayo, nokuphathwa kwabasebenzi.
Iphinde ihlanganise ama-chatbot anamandla okwenziwa kobuhlakani kanye nedatha yesikhathi sangempela ukusiza izinhlangano ekuthuthukiseni imisebenzi yazo yokusekela amakhasimende.
Ezinhlanu9
I-Five9 iyisofthiwe yesikhungo sokuxhumana esekwe emafini enamandla ahlanganisa ukudayela okubikezelayo, ukurekhoda ucingo, nokubika ngesikhathi sangempela. Ukuze uthuthukise ulwazi lweklayenti, futhi iqukethe ama-chatbot anamandla e-AI kanye nokubonwa kwenkulumo.
I-Amazon Connect
I-Amazon Connect iyisevisi yesikhungo sokuxhumana esekwe emafini evumela amabhizinisi ukuthi amise ngokushesha isikhungo sezingcingo esibonakalayo. Inemisebenzi ehlanganisa ukusatshalaliswa kwekholi okuzenzakalelayo, ukuphendula kwezwi okusebenzisanayo, nezibalo zesikhathi sangempela.
UTwilio Flex
I-Twilio Flex iyinkundla yokuxhumana esekwe emafini ehlanganisa amakhono ahlanganisa ukusabalalisa izingcingo ezizenzakalelayo, ukuthumela imiyalezo, nengxoxo yevidiyo. Iphinde ibe nezinqubo eziguquguqukayo kanye nama-chatbots anamandla e-AI ukusiza amafemu ekwenzeni imisebenzi yawo yokwesekwa kwamakhasimende.
I-Zendesk
I-Zendesk iyinkundla yokwesekwa kwamakhasimende esekelwe emafini ehlanganisa izici ezihlanganisa ukuphathwa kwamathikithi, ingxoxo ebukhoma, kanye ukuphathwa kwesisekelo solwazi.
Futhi ihlanganisa ama-chatbot anamandla okwenziwa kobuhlakani kanye nezibalo ukuze kusizakale izinhlangano ekuthuthukiseni imisebenzi yazo yokusekela amakhasimende.
Ukuqaliswa Nokwamukelwa kwe-CCaaS
Ukuqalisa nokusebenzisa izixazululo ze-CCaaS kunganikeza izinzuzo eziningana ezinhlanganweni, kodwa kubalulekile ukuqonda inqubo kanye nezindaba ezihilelekile.
Ukuqaliswa kwe-CCaaS ngokuvamile kuhlanganisa izinqubo eziningi, okuhlanganisa ukuhlaziya izidingo zenkampani yakho, ukukhetha umhlinzeki we-CCaaS, nokuhlanganisa isisombululo namasistimu akho akhona.
Kubalulekile ukusebenzisana eduze nomphakeli wakho phakathi nale nqubo ukuze uqinisekise ushintsho olungenazihibe futhi ufundise abasebenzi bakho ukuthi bangalusebenzisa kanjani uhlelo olusha.
Ukumelana kwabasebenzi noshintsho kungenye yezinkinga ezinzima kakhulu ekusebenziseni izixazululo ze-CCaaS. Lokhu kungase kugwenywe ngokufaka abasebenzi ohlelweni lokuqalisa, ukunikeza ukuqeqeshwa nosizo, kanye nokugcizelela izinzuzo zesistimu entsha.
Kukhona izinqubo ezingcono kakhulu amafemu okufanele azilandele ukuze aqinisekise ukuthunyelwa okusebenzayo kanye nokusetshenziswa kwezixazululo ze-CCaaS. Ukuchaza imigomo nezinhloso ezicacile, ukukhetha umhlinzeki we-CCaaS ofanelana nezidingo zenkampani yakho ehlukile, ukuba nemizila yokuxhumana evulekile nomhlinzeki wakho, kanye nokutshala imali ekuqhubekeni nokuqeqeshwa nokwesekwa kwabasebenzi bakho konke kuyizibonelo zalokhu.
Amabhizinisi angathuthukisa ngempumelelo futhi asebenzise izixazululo ze-CCaaS ngokulandela lezi zinqubo ezihamba phambili nokuxazulula noma yiziphi izinkinga. Lokhu kuthuthukisa ukusebenza kahle futhi kuthuthukisa ulwazi lwamakhasimende.
Izinzuzo ze-CCaS zamabhizinisi:
Izinhlelo ze-CCaaS zinikeza izinzuzo ezimbalwa kumabhizinisi, okuhlanganisa:
- I-Scalability: Ukuze ihambisane nezidingo zenkampani ezishintshayo, amasistimu e-CCaaS angase akhuphuke noma ehle.
- Ukusebenza kahle kwezindleko: Izixazululo ze-CCaaS ezisekelwe efwini zingabiza kancane kunezixazululo zasendaweni njengoba zingadingi ihadiwe noma ukulungiswa.
- Ukuvumelana nezimo: Ngenxa yokuthi izixazululo ze-CCaaS ezisekelwe emafini zingasetshenziswa noma yikuphi ngoxhumo lwe-inthanethi, zinikeza ukuguquguquka okwengeziwe.
- Ukusebenza kahle: Ngenxa yokuthi amasistimu e-CCaaS enza ngokuzenzakalelayo izindawo eziningi zokusebenza kwamakhasimende, ama-ejenti manje angakwazi ukuphatha abathintwayo abaningi ngesikhathi esincane.
- Umuzwa othuthukisiwe wamakhasimende: Izixazululo ze-CCaaS zingasiza izinhlangano zikhulise ukwaneliseka kwamakhasimende nokwethembeka ngokuletha usizo olusheshayo nolusebenzayo.
Ukuthuthukiswa Kwekusasa kwe-CCaaS
Njengoba ubuchwepheshe buthuthuka, kunezindawo ezahlukahlukene lapho izixazululo ze-CCaaS zingathuthukiswa khona. Enye indawo ukufakwa kobuchwepheshe obuphambili bobuhlakani bokwenziwa (AI) njengokufunda ngomshini nokucubungula ulimi lwemvelo ukuze kulethwe ukwesekwa kwamakhasimende okwenziwe ngokwezifiso nakakhulu.
Ngikholwa ukuthi lokhu kunamandla okwenza ushintsho olukhulu kakhulu.
Ngaphezu kwalokho, izibalo zesimanje kanye nobuchwepheshe bokubika bungasiza amafemu ekutholeni ulwazi olujulile mayelana nokuziphatha nokuthandwa kwamakhasimende.
Okokugcina, ukufakwa kweziteshi ezintsha zokuxhumana ezifana nezinhlelo zengxoxo nezinkundla zokuxhumana kunganikeza amakhasimende izindlela eziningi zokuxhumana namabhizinisi, kwenze kube lula nakakhulu ukuthola usizo.
shiya impendulo