{"id":32713,"date":"2010-11-15T09:00:00","date_gmt":"2010-11-15T09:00:00","guid":{"rendered":"https:\/\/enreach.es\/blog\/blogmasvoz-en-la-propera-trobada-relacion-cliente-call-center\/"},"modified":"2022-06-23T13:49:24","modified_gmt":"2022-06-23T13:49:24","slug":"blogmasvoz-en-la-propera-trobada-relacion-cliente-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-en-la-propera-trobada-relacion-cliente-call-center\/","title":{"rendered":"masvoz, present a la propera trobada “Relaci\u00f3n Cliente + Call Center”"},"content":{"rendered":"

masvoz participar\u00e0 com a expositor en el sal\u00f3 professional de la 13a edici\u00f3 de la trobada “Relaci\u00f3n Cliente + Call Center”, que es dur\u00e0 a terme a IFEMA (Madrid) els dies 1 i 2 de desembre, i on tindr\u00e0 l’oportunitat de presentar importants millores en els seus serveis.<\/p>\n

En primer lloc, el nou Panel de Supervisi\u00f3<\/strong>, una completa eina que permet als Serveis d’Atenci\u00f3 al Client veure i escoltar en temps real les trucades que s’estan rebent, seguir l’ocupaci\u00f3 dels destins, l’estat dels agents i tots els par\u00e0metres de nivell de servei associats als diferents grups de recepci\u00f3 de trucades.<\/p>\n

Les dades que mostra l’aplicaci\u00f3 permeten controlar en temps real la qualitat de servei oferta pel call center, ja sigui intern o extern. A m\u00e9s, l’eina integra els serveis de veu i SMS<\/strong> en una mateixa aplicaci\u00f3, la qual cosa permet la gesti\u00f3 dels contactes de forma unificada i l’acc\u00e9s a funcionalitats de contact center multicanal, com per exemple la tramesa autom\u00e0tica d’SMS als usuaris que han trucat i no han pogut ser atesos.<\/p>\n

Finalment, masvoz<\/strong> disposa d’una plataforma multi-idioma de reconeixement de veu<\/strong> (ASR) i s\u00edntesi de veu<\/strong> (TTS) que permet la configuraci\u00f3 en la xarxa d’un complet portal de veu amb integraci\u00f3 amb els sistemes del client. Un grup de professionals de masvoz<\/strong> estar\u00e0 a disposici\u00f3 dels visitants del sal\u00f3 per fer demostracions on-line dels serveis i assessorar sobre les millors opcions per al seu Servei d’Atenci\u00f3 al Client.<\/p>\n

Sobre el Sistema Virtual d’Agents (ACD Virtual) de masvoz<\/strong><\/p>\n

El Sistema Virtual d’Agents<\/a> ofereix als centres d’Atenci\u00f3 al Client tots els avantatges de disposar d’un complet sistema de distribuci\u00f3 de trucades (ACD), sense haver de fer cap inversi\u00f3 en compra d’equips o llic\u00e8ncies d’agents. El model ASP en el que es basa la soluci\u00f3 de Masvoz permet als agents <\/strong>connectar-se a l’ACD des de qualsevol ubicaci\u00f3 amb connexi\u00f3 a Internet i una l\u00ednia de tel\u00e8fon, que pot ser fixa, m\u00f2bil o IP, nacional o internacional.<\/p>\n

Per fer-ho, l’agent utilitza una aplicaci\u00f3 web a trav\u00e9s de la qual pot modificar el seu estat, transferir trucades a altres agents, gravar trucades sota demanda, tipificar els contactes mantinguts i veure el llistat de les trucades ateses.<\/p>\n

D’altra banda, els supervisors i responsables<\/strong> del Centre d’Atenci\u00f3 al Client disposen d’un perfil avan\u00e7at que els permet veure en temps real les trucades en curs, comprovar l’estat dels agents, seguir els principals indicadors de les cues en espera, consultar el detall de les trucades rebudes i escoltar online les converses mantingudes pels agents per auditar la qualitat del servei. El sistema disposa de quatre informes estad\u00edstics de gran utilitat per seguir amb detall l’activitat del call center: informes de Cues, d’Agents, d’Activitat per Agent i d’Estats per Agent.<\/p>\n

Finalment, gr\u00e0cies a una completa i intu\u00eftiva eina de gesti\u00f3 on-line, els supervisors tamb\u00e9 poden crear nous grups d’agents, modificar el tamany i comportament de les cues, i aplicar a les diferents campanyes tota la l\u00f2gica d’enrutament intel\u00b7ligent disponible en el Panell de Control<\/a> de masvoz<\/strong>.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Masvoz presentar\u00e0 importants millores en els seus serveis en la trobada referent dels professionals dels Centres de Contacte.<\/p>\n","protected":false},"author":1,"featured_media":32714,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2146],"tags":[],"class_list":["post-32713","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticies"],"acf":[],"yoast_head":"\nmasvoz, present a la propera trobada "Relaci\u00f3n Cliente + Call Center" - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/ca\/blog\/blogmasvoz-en-la-propera-trobada-relacion-cliente-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"masvoz, present a la propera trobada "Relaci\u00f3n Cliente + Call Center" - 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