{"id":33025,"date":"2017-09-20T06:00:51","date_gmt":"2017-09-20T04:00:51","guid":{"rendered":"https:\/\/enreach.es\/blog\/beneficis-dintegrar-teu-contact-center-amb-teu-crm\/"},"modified":"2022-06-23T13:50:19","modified_gmt":"2022-06-23T13:50:19","slug":"beneficis-dintegrar-teu-contact-center-amb-teu-crm","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/beneficis-dintegrar-teu-contact-center-amb-teu-crm\/","title":{"rendered":"Beneficis d\u2019integrar el teu contact center amb el teu CRM"},"content":{"rendered":"<p>Millorar l\u2019experi\u00e8ncia dels clients quan contracten amb una empresa ha de ser la m\u00e0xima preocupaci\u00f3 d\u2019un responsable d\u2019atenci\u00f3 a clients. Per aix\u00f2, agents i supervisors necessiten eines professionals que permetin oferir una resposta immediata i precisa a cada interacci\u00f3. I aquesta \u00e9s la ra\u00f3 per la qual \u00e9s important integrar el teu contact center amb el teu CRM.<strong>\u00a0<\/strong><\/p>\n<p>Avui en dia cap centre d\u2019atenci\u00f3 a clients pot oferir un servei de qualitat sense un software avan\u00e7at de gesti\u00f3 de trucades i campanyes. El que no \u00e9s tan freq\u00fcent \u00e9s que aquest sistema estigui sincronitzat amb el CRM. I aqu\u00ed \u00e9s on tant la rapidesa de resposta com la precisi\u00f3 en la gesti\u00f3 d\u2019aquestes trucades, perd molts punts. Informaci\u00f3 dispersa o duplicada, processos manuals, aplicatius que es pengen&#8230; usuaris frustrats.<\/p>\n<p>L\u2019explicaci\u00f3 \u00e9s senzilla: sistemes propietaris, softwares tancats, desenvolupaments llargs i costosos&#8230; no \u00e9s f\u00e0cil integrar els diferents sistemes i tecnologies presents en el mercat.<\/p>\n<h5><strong>Integrar el teu contact center amb el teu CRM \u00e9s m\u00e9s f\u00e0cil des del n\u00favol<\/strong><\/h5>\n<p>Els sistemes cloud de gesti\u00f3 de trucades poden integrar-se amb facilitat amb tots els sistemes que ja existeixen a l\u2019organitzaci\u00f3, com bases de dades, canals de contacte, diferents aplicacions de negoci, etc., aix\u00ed com adaptar-se als canvis que dia a dia vagin sorgint.<\/p>\n<p>La <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/integracio\">integraci\u00f3 autom\u00e0tica entre el cloud contact center i un CRM<\/a> <\/strong>\u00e9s senzilla i aporta un valor afegit fonamental: compartir la informaci\u00f3 del teu contact center i el teu CRM de forma autom\u00e0tica. Entre els beneficis per a les empreses trobem:<\/p>\n<ul>\n<li>L\u2019automatitzaci\u00f3 de processos secundaris.<\/li>\n<li>Minimitzar errors manuals.<\/li>\n<li>Suprimir tasques duplicades.<\/li>\n<li>Dotar als agents de m\u00e9s temps per realitzar tasques de valor afegit.<\/li>\n<li>Millorar els KPI relacionats amb l\u2019atenci\u00f3 al client.<\/li>\n<li>Centralitzar la informaci\u00f3 i afegir sistemes de \u2018Business Intelligence\u2019 com el rastreig de la trucada, les m\u00e8triques o el contacte amb el client a trav\u00e9s dels diversos canals.<\/li>\n<\/ul>\n<p>D\u2019altra banda, <strong>integrar\u00a0un cloud contact center amb un CRM al n\u00favol<\/strong> aporta als agents avantatges com:<\/p>\n<ul>\n<li>La simplicitat al treballar en una \u00fanica finestra.<\/li>\n<li>Eliminar operacions repetitives gr\u00e0cias a l\u2019automatitzaci\u00f3n de processos.<\/li>\n<li>Visualitzar la informaci\u00f3 en temps real.<\/li>\n<\/ul>\n<h5><strong>Quins tipus de CRM poden integrar-se amb un contact center al n\u00favol?<\/strong><\/h5>\n<p>Qualsevol CRM web pot integrar-se amb un cloud contact center, tot i que el tipus d\u2019integraci\u00f3 dependr\u00e0 dels seg\u00fcents punts:<\/p>\n<ul>\n<li>Les <strong>integracions b\u00e0siques<\/strong>, com enviar informaci\u00f3 de la trucada, realitzar trucades des del propi CRM o visualitzar el cloud contact center i el CRM a la mateixa finestra, es poden fer en qualsevol CRM web de forma senzilla.<\/li>\n<\/ul>\n<ul>\n<li>Els <strong>CRM comercials<\/strong> (SalesForce, Zoho, Sugar, etc.) disposen habitualment d\u2019una API per fer integracions, per\u00f2 s\u00f3n solucions menys flexibles i es dep\u00e8n de la capacitat t\u00e8cnica del client per muntar escenaris m\u00e9s complexos.<\/li>\n<\/ul>\n<ul>\n<li>Els <strong>CRM propis<\/strong>, normalment, es poden adaptar m\u00e9s f\u00e0cilment, ja que el client disposa d\u2019una empresa que s\u2019encarrega del manteniment i\/o desenvolupament.<\/li>\n<\/ul>\n<h5><strong>En qu\u00e8 consisteix la integraci\u00f3 d\u2019un cloud contact center amb un CRM al n\u00favol?<\/strong><\/h5>\n<p>La integraci\u00f3 d\u2019un cloud contact center amb un CRM \u00e9s flexible i existeixen diferents possibilitats. Les m\u00e9s habituals, les que aporten m\u00e9s valor als cloud contact center i que poden implementar-se per separat o de forma combinada s\u00f3n:<strong>\u00a0<\/strong><\/p>\n<ul>\n<li><strong>Enviar informaci\u00f3 de la trucada atesa per l\u2019agent al CRM en temps real<\/strong>. Aquesta informaci\u00f3 (n\u00famero de tel\u00e8fon que truca, hora, agent, ubicaci\u00f3 geogr\u00e0fica, etc.) permet realitzar m\u00faltiples accions, depenent de la necessitat de cada client. Per exemple: obrir autom\u00e0ticament la fitxa del client que truca, crear una nova fitxa omplint-la autom\u00e0ticament amb la informaci\u00f3 de la trucada o registrar les trucades que es reben.<\/li>\n<\/ul>\n<ul>\n<li><strong>Emetre trucades des del propi CRM <\/strong>mitjan\u00e7ant la integraci\u00f3 CTI (Computer Telephony Integration), APIs per emissi\u00f3 de trucades o extensions de navegador.<\/li>\n<\/ul>\n<ul>\n<li><strong>Integrar el m\u00f2dul d\u2019agent<\/strong> del cloud contact center dins del web del CRM i viceversa.<\/li>\n<\/ul>\n<ul>\n<li><strong>Emprar l\u2019IVR per sol\u00b7licitar les dades <\/strong>de forma autom\u00e0tica i enviar-los al CRM (agent). D\u2019aquesta manera, no \u00e9s necessari demanar-los a l\u2019usuari que fa la trucada perqu\u00e8 poden recuperar-se mitjan\u00e7ant les tecnologies ASR (Automatic Speech Recognition) i DTMF (Dual-Tone Multi-Frequency) per capturar els tons del teclat pitjats.<\/li>\n<\/ul>\n<ul>\n<li><strong>Consultar a la base de dades del CRM<\/strong> la informaci\u00f3 d\u2019un client espec\u00edfic per enrutar una trucada en funci\u00f3 de, per exemple, el perfil del client: client VIP, no client, tipus de tiquet obert, etc.<\/li>\n<\/ul>\n<ul>\n<li><strong>Enviar notificacions al CRM<\/strong> amb les accions dels agents per realitzar aix\u00ed un registre de la seva activitat.<\/li>\n<\/ul>\n<ul>\n<li><strong>Integrar l\u2019estat de l\u2019agent en un CRM<\/strong> multicanal per controlar el flux d\u2019entrada de trucades i millorar d\u2019aquesta forma l\u2019atenci\u00f3 al client.<\/li>\n<\/ul>\n<ul>\n<li><strong>Enlla\u00e7ar gravacions de les trucades<\/strong> amb el tiquet o la fitxa de client corresponent.<\/li>\n<\/ul>\n<ul>\n<li>Amb les diferents API disponibles del cloud contact center es pot obtenir valuosa informaci\u00f3 com els <strong>detalls de les trucades i estad\u00edstiques<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Disposar d\u2019<strong>APIs per generar trucades<\/strong>.<\/li>\n<\/ul>\n<p>En conclusi\u00f3, si la teva empresa vol ampliar el coneixement dels seus clients i satisfer les seves necessitats de forma r\u00e0pida i efectiva, aix\u00ed com millorar la qualitat d\u2019atenci\u00f3 al client, generant noves oportunitats de vendes, <strong>integrar el teu cloud contact center amb un CRM al n\u00favol \u00e9s la millor soluci\u00f3<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Millorar l\u2019experi\u00e8ncia dels clients quan contracten amb una empresa ha de ser la m\u00e0xima preocupaci\u00f3 d\u2019un responsable d\u2019atenci\u00f3 a clients. Per aix\u00f2, agents i supervisors necessiten eines professionals que permetin oferir una resposta immediata i precisa a cada interacci\u00f3. I aquesta \u00e9s la ra\u00f3 per la qual \u00e9s important integrar el teu contact center amb&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/beneficis-dintegrar-teu-contact-center-amb-teu-crm\/\" title=\"Read Beneficis d\u2019integrar el teu contact center amb el teu CRM\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":27643,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33025","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Beneficis d\u2019integrar el teu contact center amb el teu CRM - 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\/beneficios-integrar-contact-center-crm\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Beneficis d\u2019integrar el teu contact center amb el teu CRM - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Millorar l\u2019experi\u00e8ncia dels clients quan contracten amb una empresa ha de ser la m\u00e0xima preocupaci\u00f3 d\u2019un responsable d\u2019atenci\u00f3 a clients. Per aix\u00f2, agents i supervisors necessiten eines professionals que permetin oferir una resposta immediata i precisa a cada interacci\u00f3. I aquesta \u00e9s la ra\u00f3 per la qual \u00e9s important integrar el teu contact center amb... 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