{"id":34144,"date":"2021-08-17T07:19:42","date_gmt":"2021-08-17T05:19:42","guid":{"rendered":"https:\/\/enreach.es\/blog\/com-automatitzar-les-trucades-per-una-centraleta-o-call-center-amb-un-ivr-avancat\/"},"modified":"2022-06-23T13:52:34","modified_gmt":"2022-06-23T13:52:34","slug":"com-automatitzar-les-trucades-per-una-centraleta-o-call-center-amb-un-ivr-avancat","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-automatitzar-les-trucades-per-una-centraleta-o-call-center-amb-un-ivr-avancat\/","title":{"rendered":"Com automatitzar les trucades per una centraleta o call center amb un IVR avan\u00e7at"},"content":{"rendered":"<p>La Resposta de Veu Interactiva avan\u00e7ada (IVR, en les seves sigles en angl\u00e8s) \u00e9s un sistema basat en el web que s\u2019utilitza per crear solucions de gesti\u00f3 de trucades i missatgeria.<\/p>\n<p>L\u2019<strong><a href=\"https:\/\/www.masvoz.cat\/software-ivr-avan%C3%A7at\/\">IVR avan\u00e7at<\/a><\/strong> inclou una completa biblioteca d\u2019aplicacions que integra el reconeixement de veu (comandaments de veu, text a veu i biometria de veu) i la interf\u00edcie de programaci\u00f3 d\u2019aplicacions (API), aix\u00ed com tecnologies per <strong>augmentar la productivitat, optimitzar els processos i millorar la satisfacci\u00f3 del client augmentant la CX en \u00faltima inst\u00e0ncia<\/strong>.<\/p>\n<p>El <strong>sistema de resposta de veu interactiu<\/strong> pot personalitzar-se per <strong>enrutar trucades segons les dades emmagatzemades o aquelles obtingudes de la persona que truca, dirigint-la directament a l\u2019agent adequat per resoldre la seva consulta<\/strong>.<\/p>\n<p>D\u2019aquesta manera, l\u2019IVR avan\u00e7at ofereix una \u00e0mplia varietat d\u2019aplicacions que ajuden a les empreses a aconseguir de forma f\u00e0cil i rendible objectius cr\u00edtics de gesti\u00f3 de trucades i missatgeria, com:<\/p>\n<ul>\n<li>Millora de l\u2019efici\u00e8ncia de l\u2019enrutament de trucades.<\/li>\n<li>Reducci\u00f3 de les trucades abandonades.<\/li>\n<li>Cobrament de pagaments amb targeta de cr\u00e8dit de forma segura.<\/li>\n<li>Optimitzaci\u00f3 de la productivitat dels empleats.<\/li>\n<li>Optimitzaci\u00f3 de l\u2019experi\u00e8ncia del client (CX).<\/li>\n<\/ul>\n<p><strong>Els agents virtuals basats en el n\u00favol ajuden a automatitzar les interaccions entre les organitzacions i els clients<\/strong>. Impulsats per Intel\u00b7lig\u00e8ncia Artificial (IA), gestionen de forma aut\u00f2noma transaccions rutin\u00e0ries i repetitives, el que augmenta el temps per a qu\u00e8 els agents en viu gestionin trucades m\u00e9s complexes. Les empreses poden emprar agents virtuals per a:<\/p>\n<ul>\n<li>Oferir <strong>opcions d\u2019autoservei<\/strong> pels clients, de manera que aquests poden programar cites per tel\u00e8fon 24 hores al dia, els 7 dies de la setmana, sense necessitar la participaci\u00f3 d\u2019agents en viu.<\/li>\n<li>Habilitar un <strong>proc\u00e9s de gesti\u00f3 de trucades m\u00e9s eficient<\/strong>. Les empreses poden utilitzar agents virtuals per dirigir les trucades a les persones id\u00f2nies.<\/li>\n<li>Oferir als clients una <strong>opci\u00f3 de devoluci\u00f3 de trucada autom\u00e0tica<\/strong> per evitar les llargues cues d\u2019espera.<\/li>\n<li>Reduir els costos del temps de conversa dels agents.<\/li>\n<li>Enviar notificacions massives (<strong><a href=\"https:\/\/www.masvoz.cat\/sms-push\/\">SMS Push<\/a><\/strong>).<\/li>\n<li>Crear, implementar i administrar enquestes per obtenir informaci\u00f3 directa dels clients i empleats.<\/li>\n<li>Utilitzar el mercat de la Intel\u00b7lig\u00e8ncia Artificial (IA) per a empreses i clients, impulsant el valor de la marca.<\/li>\n<\/ul>\n<p>Les empreses poden<strong> implementar IVRs avan\u00e7ats de forma r\u00e0pida i senzilla <\/strong>per oferir:<\/p>\n<ul>\n<li>Un portal simple basat en el web per administrar totes les funcions de trucades. No es requereixen habilitats de codificaci\u00f3 o t\u00e8cniques avan\u00e7ades per personalitzar aplicacions.<\/li>\n<li>Plantilles de flux de trucades predefinides i personalitzables. Els administradors poden gestionar les funcions de trucades sense esfor\u00e7, emprant aquest tipus de plantilles predefinides o elaborades des de zero.<\/li>\n<li>Integraci\u00f3 sense esfor\u00e7 amb sistemes externs com Customer Relationship Management (<a href=\"https:\/\/www.masvoz.cat\/productes\/cloud-contact-center\/integracio\/\"><strong>CRM<\/strong><\/a>), base de dades, gesti\u00f3 de tiquets i programadors de cites mitjan\u00e7ant serveis web.<\/li>\n<li>Una eina d\u2019informes basada en el web per obtenir informaci\u00f3 capturada per an\u00e0lisis basades en IVR.<\/li>\n<\/ul>\n<p>L\u2019IVR avan\u00e7at incorpora els \u00faltims aven\u00e7os en telefonia que ajuden a les empreses a <strong>millorar l\u2019experi\u00e8ncia del client i elevar el valor de la seva marca al connectar-se amb els usuaris de noves formes<\/strong>:<\/p>\n<ul>\n<li><strong>Comandaments de veu<\/strong>: Permet que les persones que truquen s\u2019enruten elles mateixes (per exemple: \u201cVull parlar amb el servei d\u2019assist\u00e8ncia t\u00e8cnica\u201d).<\/li>\n<li><strong>Text-to-Speech<\/strong>: Converteix r\u00e0pidament text en veu similar a la d\u2019un hum\u00e0 per <strong>personalitzar els scripts del flux de trucades<\/strong>.<\/li>\n<li><strong>Biometria de veu<\/strong>: Verifica a les persones que truquen per la seva <strong>empremta de veu<\/strong> en lloc de les respostes a les preguntes de seguretat (per exemple, la marca del primer cotxe, etc.) per millorar l\u2019autenticaci\u00f3 segura.<\/li>\n<li><strong>Proc\u00e9s de llenguatge natural (NLP)<\/strong>: Aprofita les noves tecnologies per convertir les interaccions entre les persones que truquen i l\u2019agent virtual en <strong>interaccions conversacionals m\u00e9s naturals<\/strong>. Per exemple:<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Agent virtual: \u201cCom puc ajudar-te avui?\u201d.<\/li>\n<li>Persona que truca: \u201cS\u00ed. Hola. M\u2019agradaria parlar amb alg\u00fa de Facturaci\u00f3, si us plau\u201d.<\/li>\n<li>Agent virtual: \u201cClar. Transfereixo la trucada al nostre departament de Facturaci\u00f3. Que tinguis un bon dia!\u201d.<\/li>\n<li>L\u2019agent virtual enruta a la persona que truca al departament de facturaci\u00f3.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>Compliment de Nivell 1 de l\u2019Est\u00e0ndard de Segurtat de Dades de la Ind\u00fastria de Targetes de Pagament (PCI DSS): <strong>Administra de manera segura els pagaments amb targeta de cr\u00e8dit<\/strong> mentre protegeix la privacitat del client i evita fortes multes per incompliment.<\/li>\n<\/ul>\n<p>En conclusi\u00f3, <strong>l\u2019IVR avan\u00e7at ofereix innumerables opcions per crear una soluci\u00f3 adequada per a qualsevol negoci amb la finalitat d\u2019optimitzar la productivitat, agilitzar els processos i millorar la satisfacci\u00f3 del client, impulsant en \u00faltima inst\u00e0ncia la marca de l\u2019empresa i augmentant els resultats finals<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La Resposta de Veu Interactiva avan\u00e7ada (IVR, en les seves sigles en angl\u00e8s) \u00e9s un sistema basat en el web que s\u2019utilitza per crear solucions de gesti\u00f3 de trucades i missatgeria. L\u2019IVR avan\u00e7at inclou una completa biblioteca d\u2019aplicacions que integra el reconeixement de veu (comandaments de veu, text a veu i biometria de veu) i&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/com-automatitzar-les-trucades-per-una-centraleta-o-call-center-amb-un-ivr-avancat\/\" title=\"Read Com automatitzar les trucades per una centraleta o call center amb un IVR avan\u00e7at\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":34145,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34144","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>Com automatitzar les trucades per una centraleta o call center amb un IVR avan\u00e7at - 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\/como-automatizar-las-llamadas-para-una-centralita-o-call-center-con-un-ivr-avanzado\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Com automatitzar les trucades per una centraleta o call center amb un IVR avan\u00e7at - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"La Resposta de Veu Interactiva avan\u00e7ada (IVR, en les seves sigles en angl\u00e8s) \u00e9s un sistema basat en el web que s\u2019utilitza per crear solucions de gesti\u00f3 de trucades i missatgeria. 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