{"id":43163,"date":"2023-06-27T10:36:36","date_gmt":"2023-06-27T08:36:36","guid":{"rendered":"https:\/\/enreach.es\/?p=43163"},"modified":"2023-12-12T12:29:42","modified_gmt":"2023-12-12T11:29:42","slug":"quines-tendencies-de-ccaas-veurem-en-els-propers-anys","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-tendencies-de-ccaas-veurem-en-els-propers-anys\/","title":{"rendered":"Quines tend\u00e8ncies de CCaaS veurem en els propers anys?"},"content":{"rendered":"

El contact center ha evolucionat dr\u00e0sticament en els \u00faltims anys. Els call center complexos i ineficients han estat reempla\u00e7ats per centres \u201cd\u2019experi\u00e8ncia del client\u201d, capa\u00e7os d\u2019empoderar als usuaris a trav\u00e9s d\u2019una varietat de canals i mitjans. Potser un dels canvis m\u00e9s significatius de tots hagi estat l\u2019adopci\u00f3 de contact centers basats en el n\u00favol, creats per oferir agilitat i escalabilitat a les organitzacions.<\/p>\n

Les plataformes CCaaS o Contact Center com a Servei ofereixen a les empreses la llibertat i la flexibilitat que necessiten per crear centres din\u00e0mics de CX als quals es pugui accedir des de qualsevol lloc<\/strong>. En una \u00e8poca de treball h\u00edbrid i remot, aquestes eines s\u2019han tornat cada cop m\u00e9s populars. De fet, segons Accenture, s\u2019estan accelerant cap a un valor esperat de prop de 11,76 mil milions de d\u00f2lars pel 2028.<\/p>\n

A mesura que creix l\u2019inter\u00e8s per aquestes <\/strong>solucions al n\u00fabol<\/strong><\/a>, tamb\u00e9 ha fa la seva gama de caracter\u00edstiques i funcionalitats<\/strong>. En aquest post, analitzem algunes de les principals tend\u00e8ncies que probablement influiran en les solucions CCaaS en els propers anys.<\/p>\n

Quines tend\u00e8ncies de CCaaS ens esperen?<\/strong><\/h3>\n

1) Eines CCaaS i UCaaS alineades<\/strong><\/h3>\n

A mesura que les empreses traslladen m\u00e9s la seva comunicaci\u00f3 al n\u00favol, es torna cada cop m\u00e9s com\u00fa combinar l\u2019entorn de back-end amb l\u2019equip d\u2019atenci\u00f3 al client. Alinear les solucions UCaaS i CCaaS en una sola plataforma facilita que les empreses mantinguin una visibilitat integral en tota la seva tecnologia<\/strong>.<\/p>\n

Tamb\u00e9 garanteix que els empleats responsables de gestionar les experi\u00e8ncies dels clients puguin col\u00b7laborar amb experts en la mat\u00e8ria i membres de l\u2019equip de tota l\u2019empresa. Amb un entorn tot en un per a la comunicaci\u00f3, les organitzacions poden reduir la quantitat de factures dispars que necessiten administrar cada mes i garantir que els seus empleats estiguin sincronitzats i alineats<\/strong>.<\/p>\n

Molts prove\u00efdors de CCaaS en evoluci\u00f3 fins i tot estan comen\u00e7ant a considerar el concepte de \u201cXaaS\u201d o \u201cTot com a Servei\u201d<\/strong>. Aquestes plataformes permeten a les empreses integrar no nom\u00e9s les seves eines de Comunicaci\u00f3 Unificada (UC), sin\u00f3 tamb\u00e9 altres solucions SaaS (Software com a Servei) amb els seus entorns de call center.<\/p>\n

2) Funcions avan\u00e7ades per a l\u2019experi\u00e8ncia de l\u2019empleat (EX)<\/strong><\/h3>\n

Els empleats compromesos i empoderats s\u00f3n crucials per a qualsevol empresa que vulgui crear experi\u00e8ncies de client efectives. Quan els treballadors tenen les eines i el suport adequats per treballar sense problemes en qualsevol entorn, s\u00f3n m\u00e9s productius, eficients i capa\u00e7os de satisfer als clients<\/strong>. Aix\u00f2 ha portat a molts prove\u00efdors de CCaaS a incorporar eines per a la participaci\u00f3 dels empleats en l\u2019espai del Contact Center com a Servei.<\/p>\n

Cada cop m\u00e9s, estem veient un n\u00famero creixent d\u2019eines creades espec\u00edficament per admetre tot tipus de treballadors h\u00edbrids, remots i a l\u2019oficina<\/strong>. Les eines de gesti\u00f3 i comprom\u00eds de la for\u00e7a laboral ajuden a programar i organitzar als empleats, mentre que les funcions de ludificaci\u00f3 mantenen al personal motivat.<\/p>\n

Fins i tot estan sorgint noves funcions en el call center per proporcionar als l\u00edders empresarials una forma de realitzar un seguiment de les experi\u00e8ncies dels empleats. Les <\/strong>eines d\u2019informes i an\u00e0lisi<\/strong> poden rastrejar-ho tot, des de l\u2019adopci\u00f3 de tecnologia fins als nivells canviants d\u2019efici\u00e8ncia en el flux de treball d\u2019un empleat<\/strong>.<\/p>\n

3) M\u00e9s opcions de canals<\/strong><\/h3>\n

Tant les ind\u00fastries UCaaS (Comunicacions Unificades com a Servei) com CCaaS han comen\u00e7at a veure un enfocament creixent en l\u2019\u00fas de m\u00faltiples nous canals i eines per comunicar-se amb els clients. Al llarg dels anys, els consumidors han comen\u00e7at a deixar de dependre exclusivament de les converses telef\u00f2niques i d\u2019\u00e0udio pel servei<\/strong> i estan comen\u00e7ant a mirar canals com missatges, xarxes socials i fins i tot v\u00eddeos<\/strong>.<\/p>\n

En els propers anys, les plataformes CCaaS continuaran presentant una varietat de noves plataformes per a qu\u00e8 els l\u00edders empresarials les explorin. Alguns ja inclouen eines i API que permeten a les empreses integrar la funcionalitat del contact center en les seves pr\u00f2pies aplicacions m\u00f2bils o vincular-se a<\/strong> eines com <\/strong>WhatsApp<\/strong>. Molts tamb\u00e9 inclouen m\u00faltiples opcions per alinear les comunicacions a trav\u00e9s de veu, v\u00eddeo i text en un sol entorn per a qu\u00e8 els agents puguin administrar m\u00e9s f\u00e0cilment el seu flux de treball<\/strong>.<\/p>\n

4) An\u00e0lisi i Intel\u00b7lig\u00e8ncia Artificial (IA) pel servei proactiu<\/strong><\/h3>\n

La majoria de les empreses saben que si volen oferir experi\u00e8ncies valuoses i personalitzades al seu p\u00fablic objectiu, necessiten recopilar i aprofitar la informaci\u00f3 correcta. Com a resultat, estem veient sorgir una multitud de noves capacitats anal\u00edtiques en els call center.<\/p>\n

A l\u2019utilitzar una combinaci\u00f3 d\u2019eines de monitoreig intel\u00b7ligent, aprenentatge autom\u00e0tic (ML) i informaci\u00f3 hist\u00f2rica, les organitzacions podran mantenir-se un pas per davant dels possibles problemes que enfronta el seu p\u00fablic objectiu<\/strong>. Aix\u00f2 podria fer possible eliminar-los abans que apareguin.<\/p>\n

5) Autoservei millorat<\/strong><\/h3>\n

La Intel\u00b7lig\u00e8ncia Artificial est\u00e0 comen\u00e7ant a exercir un paper m\u00e9s important per ajudar als clients a navegar en el seu proc\u00e9s de compra. Si b\u00e9 les solucions d\u2019autoservei han estat disponibles dins dels contact center durant algun temps, les solucions antigues es van centrar principalment en bots de preguntes i respostes, dissenyats per respondre a paraules espec\u00edfiques amb frases predeterminades.<\/p>\n

Ara que el 81% de los clientes indican que prefereixen buscar solucions als problemes pel seu compte abans de posar-se en contacte amb un agent, les eines d\u2019autoservei han de ser m\u00e9s avan\u00e7ades. Els prove\u00efdors de CCaaS estan comen\u00e7ant a implementar eines de processament de llenguatge natural i an\u00e0lisi conversacional en els seus portals d\u2019autoservei per millorar l\u2019experi\u00e8ncia del client<\/strong>. Els bots intel\u00b7ligents i els agents virtuals ara poden completar tasques pels clients i resoldre una gama m\u00e9s \u00e0mplia de consultes amb estrat\u00e8gies intu\u00eftives<\/strong>.<\/p>\n

Aquestes solucions d\u2019autoservei millorades tamb\u00e9 poden ajudar a optimitzar l\u2019experi\u00e8ncia dels empleats, al brindar-los als membres del personal acc\u00e9s a eines intel\u00b7ligents que els ajuden a trobar informaci\u00f3 crucial autom\u00e0ticament<\/strong>. Les eines adequades poden fins i tot proporcionar suggeriments de la seg\u00fcents millor acci\u00f3 als empleats quan tenen dificultats per lidiar amb una consulta complexa.<\/p>\n

6) Majors funcions de seguretat i control<\/strong><\/h3>\n

Finalment, a mesura que les pautes regulat\u00f2ries i els conceptes de compliment continuen evolucionant a tot el m\u00f3n, els prove\u00efdors de CCaaS comencen a centrar-se m\u00e9s en la seguretat i el control. Moltes de les millors eines ara ofereixen a les empreses m\u00e9s opcions sobre com estructuren el seu entorn de contact center.<\/p>\n

Moltes solucions CCaaS estan integrades per encriptaci\u00f3, autenticaci\u00f3 de m\u00faltiples factors i control d\u2019acc\u00e9s, per a qu\u00e8 les empreses puguin mantenir una visibilitat completa sobre el flux de dades<\/strong>. Fins i tot \u00e9s possible crear eines i bots de IVR capa\u00e7os de complir amb les pautes de RGPD.<\/p>\n

Les noves eines avan\u00e7ades poden ajudar a protegir als consumidors i mitigar el frau mitjan\u00e7ant l\u2019\u00fas de l\u2019escaneig biom\u00e8tric per definir si un client \u00e9s qui diu ser. Els bots de IA tamb\u00e9 poden buscar autom\u00e0ticament riscos de pol\u00edtiques i informar als empleats i l\u00edders empresarials quan hi ha un problema de seguretat en la seva xarxa.<\/p>\n

Explorant el panorama en evoluci\u00f3 de CCaaS<\/strong><\/h3>\n

A mesura que creix la demanda d\u2019entorns de call center flexibles i \u00e0gils en el n\u00favol, els prove\u00efdors d\u2019aquest espai busquen constantment noves formes de millorar la qualitat de les seves solucions. Les eines CCaaS d\u2019avui ofereixen acc\u00e9s a tot, des d\u2019automatitzaci\u00f3 d\u2019IA i an\u00e0lisis de sentiments fins autoservei intel\u00b7ligent.<\/p>\n","protected":false},"excerpt":{"rendered":"

El contact center ha evolucionat dr\u00e0sticament en els \u00faltims anys. Els call center complexos i ineficients han estat reempla\u00e7ats per centres \u201cd\u2019experi\u00e8ncia del client\u201d, capa\u00e7os d\u2019empoderar als usuaris a trav\u00e9s d\u2019una varietat de canals i mitjans. Potser un dels canvis m\u00e9s significatius de tots hagi estat l\u2019adopci\u00f3 de contact centers basats en el n\u00favol, creats… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":43716,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[4224,4333,4673,4599,3197,3780,3099,4168,3100,3202,3398,3165,3162,3106,3290,3374,4141,3261,3940,3194,3915,3151,3104,3923,4152],"class_list":["post-43163","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-agents-virtuals","tag-agilitat","tag-analisi","tag-analisis-ca","tag-autoservei","tag-bots-ca","tag-call-center-ca","tag-ccaas-ca","tag-contact-center-ca","tag-cx-ca","tag-escalabilitat","tag-ex-ca","tag-flexibilitat","tag-ia-ca","tag-ivr","tag-omnicanalitat","tag-saas-ca","tag-satisfaccio-del-client","tag-soluciones-cloud-ca","tag-solucions-cloud","tag-tendencies","tag-treball-hibrid","tag-uc-ca","tag-ucaas-ca","tag-xaas-ca"],"acf":[],"yoast_head":"\nQuines tend\u00e8ncies de CCaaS veurem en els propers anys? 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