{"id":33940,"date":"2020-11-19T08:59:24","date_gmt":"2020-11-19T07:59:24","guid":{"rendered":"https:\/\/enreach.es\/blog\/10-tecnologies-de-call-center-que-han-arribat-per-quedar-se\/"},"modified":"2022-06-23T13:52:09","modified_gmt":"2022-06-23T13:52:09","slug":"10-tecnologies-de-call-center-que-han-arribat-per-quedar-se","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/10-tecnologies-de-call-center-que-han-arribat-per-quedar-se\/","title":{"rendered":"10 tecnologies de call center que han arribat per quedar-se"},"content":{"rendered":"

Les noves tecnologies utilitzades pels call center han transformat l\u2019experi\u00e8ncia del client. Les solucions actuals de contact center en el n\u00favol han impulsat l\u2019augment de la satisfacci\u00f3 del client.<\/p>\n

Qu\u00e8 \u00e9s la tecnologia de call center?<\/strong><\/h5>\n

La tecnologia de call center es refereix a la categoria d\u2019eines que utilitzen els centres d\u2019atenci\u00f3 al client per gestionar les trucades telef\u00f2niques entrants i sortints<\/strong>. Aquestes tecnologies aprofiten una combinaci\u00f3 de hardware i software per parlar amb els usuaris.<\/p>\n

B\u00e0sicament, abasta la gamma de tecnologies utilitzades per un equip del call center. Aquestes caracter\u00edstiques inclouen enrutament de trucades<\/strong>, gravaci\u00f3 de trucades<\/strong> i distribuci\u00f3 de trucades<\/strong>.<\/p>\n

10 tecnologies de call center que han arribat per quedar-se<\/strong><\/h5>\n
1) Distribu\u00efdor de trucades autom\u00e0tic (ACD)<\/strong><\/h5>\n

Un ACD<\/strong> \u00e9s un sistema que enruta les trucades entrants als agents autom\u00e0ticament<\/strong>. Les trucades es poden dirigir segons diferents pol\u00edtiques, com regles basades en habilitats o per torns.<\/p>\n

2) Resposta de veu interactiva (IVR)<\/strong><\/h5>\n

IVR<\/strong> permet a les persones que truquen interactuar directament amb el sistema telef\u00f2nic<\/strong>. Per exemple, poden ser dirigits al departament correcte o accedir a informaci\u00f3 d\u2019autoservei, sense necessitat de parlar amb un agent. A difer\u00e8ncia dels assistents autom\u00e0tics, els sistemes IVR es basen en la parla.<\/p>\n

3) Gesti\u00f3 de la relaci\u00f3 amb el client (CRM)<\/strong><\/h5>\n

El <\/strong>software CRM<\/strong><\/a> emmagatzema les dades comercials, de clients i de vendes<\/strong>. Els sistemes CRM s\u00f3n tan \u00fatils com les dades que contenen. S\u00f3n la font d\u2019intel\u00b7lig\u00e8ncia per a pantalles emergents i altres funcions \u00fatils d\u2019integraci\u00f3 de telefonia inform\u00e0tica (CTI)<\/strong>. Capacitar al personal del call center sobre l\u2019\u00fas correcte del CRM \u00e9s sempre la millor pr\u00e0ctica.<\/p>\n

4) Integraci\u00f3 de Telefonia Inform\u00e0tica (CTI)<\/strong><\/h5>\n

La CTI facilita la comunicaci\u00f3 entre els tel\u00e8fons i l\u2019ordinador. A difer\u00e8ncia de la commutaci\u00f3 f\u00edsica, aquestes solucions gestionen les trucades a trav\u00e9s d\u2019interf\u00edcies virtuals<\/strong>. Per exemple, posar una trucada en espera, transferir i estacionar una trucada, entre d\u2019altres.<\/p>\n

5) Protocol de Veu sobre Internet (VoIP)<\/strong><\/h5>\n

VoIP \u00e9s la tecnologia subjacent que facilita les trucades telef\u00f2niques a trav\u00e9s d\u2019Internet. Converteix la conversa en paquets de dades i els envia a trav\u00e9s d\u2019Internet. VoIP serveix com la base d\u2019un call center basat en la n\u00favol<\/strong>.<\/p>\n

6) Gravaci\u00f3 de trucades<\/strong><\/h5>\n

Sempre ser\u00e0 necessari escoltar les trucades per capacitar als agents. Ara tot est\u00e0 fet a trav\u00e9s del n\u00favol. La gravaci\u00f3 de trucades permet als gerents del contact center capacitar als empleats per a qu\u00e8 puguin millorar el seu rendiment<\/strong>. Aix\u00ed mateix, permet a l\u2019equip recordar converses anteriors a demanda.<\/p>\n

7) Funcionalitat m\u00f2bil<\/strong><\/h5>\n

Les aplicacions m\u00f2bils ofereixen als call center l\u2019opci\u00f3 de gestionar trucades al smartphone d\u2019un agent. Donat que VoIP no es basa en la ubicaci\u00f3 com els tel\u00e8fons fixes, qualsevol tel\u00e8fon intel\u00b7ligent modern amb una connexi\u00f3 4G o Wi-Fi funcionar\u00e0<\/strong>. Una aplicaci\u00f3 de VoIP m\u00f2bil \u00e9s una tecnologia \u00fatil per afegir m\u00e9s fluidesa a l\u2019equip.<\/p>\n

8) Transcripci\u00f3 de correu de veu a correu electr\u00f2nic<\/strong><\/h5>\n

El correu de veu a correu electr\u00f2nic pot convertir els missatges de veu i enviar-los a una safata d\u2019entrada. Aquesta tecnologia de call center utilitza el reconeixement de veu per convertir els missatges de veu en text<\/strong>. A partir d\u2019aqu\u00ed, s\u2019assegura que els missatges de veu es retornin de manera oportuna i eficient.<\/p>\n

9) Centraleta Virtual (Virtual PBX)<\/strong><\/h5>\n

Un Centraleta Virtual \u00e9s un sistema telef\u00f2nic privat que permet als usuaris parlar entre ells. Els diferents components de hardware funcionen en conjunt per proporcionar connectivitat a la xarxa telef\u00f2nica. Els contact center tamb\u00e9 usen PBX per administrar les funcions d\u2019enrutament per a trucades entrants i sortints<\/strong>.<\/p>\n

10) SIP Trunk<\/strong><\/h5>\n

L\u2019enlla\u00e7 troncal SIP permet connectar el PBX existent amb un servei de VoIP. Enruta les trucades a trav\u00e9s de la seva connexi\u00f3 a Internet<\/strong>, no de la seva companyia telef\u00f2nica local. Es poden aprofitar els beneficis de VoIP sense haver d\u2019invertir en un sistema telef\u00f2nic completament nou.<\/p>\n

El futur dels call center ser\u00e0 virtual<\/strong><\/h5>\n

El concepte de contact center, tal i com el coneixem avui, podria desapar\u00e8ixer. Les empreses ja no voldran posar empleats en cada cent\u00edmetre quadrat de l\u2019espai d\u2019oficina.<\/p>\n

La tecnologia del call center allibera a les empreses (i als empleats) de les seves ubicacions fixes. Els contact center en el n\u00favol permeten que les persones treballin des de casa sense posar en risc la qualitat de les trucades<\/strong>.<\/p>\n

\u00c9s hora d\u2019invertir en eines com la Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong> i l\u2019aprenentatge autom\u00e0tic<\/strong> (machine learning) per construir relacions duradores amb clients i empleats.<\/p>\n","protected":false},"excerpt":{"rendered":"

Les noves tecnologies utilitzades pels call center han transformat l\u2019experi\u00e8ncia del client. Les solucions actuals de contact center en el n\u00favol han impulsat l\u2019augment de la satisfacci\u00f3 del client. Qu\u00e8 \u00e9s la tecnologia de call center? La tecnologia de call center es refereix a la categoria d\u2019eines que utilitzen els centres d\u2019atenci\u00f3 al client per… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":29420,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145,7],"tags":[],"class_list":["post-33940","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","category-contact-center-inteligente"],"acf":[],"yoast_head":"\n10 tecnologies de call center que han arribat per quedar-se - 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\/10-tecnologias-de-call-center-que-han-llegado-para-quedarse\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 tecnologies de call center que han arribat per quedar-se - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Les noves tecnologies utilitzades pels call center han transformat l\u2019experi\u00e8ncia del client. 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