{"id":32980,"date":"2017-06-13T07:30:29","date_gmt":"2017-06-13T05:30:29","guid":{"rendered":"https:\/\/enreach.es\/blog\/principals-factors-per-lexit-livr-les-empreses-2\/"},"modified":"2022-06-23T13:50:11","modified_gmt":"2022-06-23T13:50:11","slug":"principals-factors-per-lexit-livr-les-empreses-2","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/principals-factors-per-lexit-livr-les-empreses-2\/","title":{"rendered":"Principals factors per a l\u2019\u00e8xit de l\u2019IVR a les empreses"},"content":{"rendered":"

Any rere any, les empreses s\u2019esforcen per millorar substancialment els seus sistemes de Resposta Interactiva de Veu o IVR (Interactive Voice Response, per les seves sigles en angl\u00e8s). No obstant, els objectius marcats no solen ser assolits. I el 2017 no anava a ser menys. El present any va comen\u00e7ar marcant noves tend\u00e8ncies i oportunitats pel canvi, per\u00f2 tal i com sol succeir sovint, aquestes idees es topen amb una realitat que impedeix el progr\u00e9s marcat.<\/p>\n

A mesura que avan\u00e7a el 2017, s\u2019han anat perfilant sis factors que permeten dibuixar quin \u00e9s el cam\u00ed de progr\u00e9s en l\u2019\u00e0mbit de la <\/strong>Resposta Interactiva de Veu<\/strong><\/a>: tres potencials obstacles i tres oportunitats que, d\u2019acord amb un estudi elaborat per Nuance, estan tenint un impacte determinant en l\u2019evoluci\u00f3 de l\u2019IVR a les companyies.<\/p>\n

Obstacles que impedeixen millores de l\u2019IVR<\/strong><\/h5>\n

Tot objectiu \u00e9s fruit de la superaci\u00f3 de determinats obstacles i, en concret, l\u2019\u00e8xit de les empreses en IVR s\u2019enfronta el 2017 a tres obstacles principals:<\/p>\n

    \n
  1. Evitar el canvi \u00e9s f\u00e0cil quan es creu que tot est\u00e0 b\u00e9 com est\u00e0. Aix\u00ed, moltes empreses que ja van invertir en IVR, tendeixen a considerar que el seu sistema est\u00e0 b\u00e9<\/strong>, o que la nova tecnologia no impulsar\u00e0 millores addicionals. Per\u00f2 la realitat \u00e9s que aquest actitud condueix a l\u2019estancament tant de l\u2019IVR com de la pr\u00f2pia empresa<\/strong>, i no satisf\u00e0 les necessitats del consumidor. Reconeixement de veu, majors capacitats d\u2019an\u00e0lisi o automatitzaci\u00f3 s\u00f3n alguns dels grans assoliments dels quals no es beneficien aquestes empreses.<\/li>\n<\/ol>\n
      \n
    1. Un altre important obstacle \u00e9s augmentar la inversi\u00f3 en tecnologies noves i \u201cfresques\u201d, al mateix temps que es descuida la inversi\u00f3 en IVR, frenant aix\u00ed la integraci\u00f3 total i \u00f2ptima entre diferents canals<\/strong>.<\/li>\n<\/ol>\n
        \n
      1. L\u2019adopci\u00f3 de noves tecnologies IVR com la intel\u00b7lig\u00e8ncia artificial, l\u2019anal\u00edtica i la predicci\u00f3 assistida es produeix lentament<\/strong>, doncs sovint es prefereix veure els resultats abans de fer un moviment. Aix\u00f2 ocasiona un l\u00f2gic retr\u00e0s a l\u2019hora de sumar valor i millorar experi\u00e8ncies.<\/li>\n<\/ol>\n
        Oportunitats que impulsen millores en els IVR<\/strong><\/h5>\n

        Davant dels obstacles anteriors, Nuance tamb\u00e9 ha identificat tres tend\u00e8ncies clau que animaran a les empreses a millorar els seus IVR i els seus serveis al client<\/strong>:<\/p>\n

          \n
        1. El client <\/strong>\u00e9s cada cop m\u00e9s exigent, i aix\u00f2 requereix millorar constantment la seva <\/strong>satisfacci\u00f3<\/strong><\/a>. Un IVR antiquat, feixuc i inc\u00f2mode generar\u00e0 una experi\u00e8ncia negativa provocant la fugida del client cap a una opci\u00f3 millor per, finalment, acabar per adoptar unes millores que s\u2019haurien d\u2019haver implementat abans.<\/li>\n<\/ol>\n
            \n
          1. El desig de crear una experi\u00e8ncia cohesiva, coherent i integrada<\/strong>. Sovint, els clients visiten el web, consulten Twitter o d\u2019altres canals online, abans de trucar a l\u2019IVR, i en aquell moment, els usuaris esperen una experi\u00e8ncia sofisticada similar, i no una experi\u00e8ncia arcaica.<\/li>\n<\/ol>\n
              \n
            1. Fomentar el self-service<\/strong> reduint les trucades a agents. Es tracta de dues tend\u00e8ncies en una, doncs l\u2019una comporta l\u2019altra. L\u2019autoservei redueix costos operatius i permet a les empreses ser <\/strong>m\u00e9s competitives<\/strong><\/a> doncs l\u2019agent pot dedicar el seu temps a tasques m\u00e9s productives, per\u00f2 per aix\u00f2, l\u2019IVR ha de ser efica\u00e7, recon\u00e8ixer a qui est\u00e0 trucant, identificar el context i fins i tot prendre la iniciativa i reconduir la trucada a un agent en cas necessari. En definitiva, l\u2019IVR ha de ser intel\u00b7ligent<\/strong>.<\/li>\n<\/ol>\n

              En conclusi\u00f3, per assolir amb \u00e8xit l\u2019evoluci\u00f3 de l\u2019IVR a les empreses <\/strong>resulta determinant sortejar els obstacles amb efic\u00e0cia, i pujar-se al tren de les noves tend\u00e8ncies el m\u00e9s aviat possible<\/strong>. Aix\u00f2 \u00e9s el que fan les empreses amb visi\u00f3 de futur que tenen clara la import\u00e0ncia de millorar constantment l\u2019experi\u00e8ncia del client<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

              Any rere any, les empreses s\u2019esforcen per millorar substancialment els seus sistemes de Resposta Interactiva de Veu o IVR (Interactive Voice Response, per les seves sigles en angl\u00e8s). No obstant, els objectius marcats no solen ser assolits. I el 2017 no anava a ser menys. El present any va comen\u00e7ar marcant noves tend\u00e8ncies i oportunitats… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":32981,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-32980","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"\nPrincipals factors per a l\u2019\u00e8xit de l\u2019IVR a les empreses - 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\/blog\/principales-factores-exito-del-ivr-las-empresas\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Principals factors per a l\u2019\u00e8xit de l\u2019IVR a les empreses - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Any rere any, les empreses s\u2019esforcen per millorar substancialment els seus sistemes de Resposta Interactiva de Veu o IVR (Interactive Voice Response, per les seves sigles en angl\u00e8s). 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