{"id":230918,"date":"2024-07-26T18:58:34","date_gmt":"2024-07-26T16:58:34","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/acd-vs-ivr-care-este-diferenta-de-ce-sa-le-folositi-pe-amandoua\/"},"modified":"2024-08-12T11:53:59","modified_gmt":"2024-08-12T09:53:59","slug":"acd-vs-ivr-care-este-diferenta-de-ce-sa-le-folositi-pe-amandoua","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/ro\/blog\/acd-vs-ivr-care-este-diferenta-de-ce-sa-le-folositi-pe-amandoua\/","title":{"rendered":"ACD vs IVR: Care este diferen\u021ba + de ce s\u0103 le folosi\u021bi pe am\u00e2ndou\u0103?"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading has-black-color has-text-color\">ACD vs IVR: \u00cen\u021belege\u021bi-le pe am\u00e2ndou\u0103 \u0219i folosi\u021bi-le \u00eempreun\u0103 pentru a stimula CX<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/ro\/programeaza-un-demo\/\" style=\"border-radius:3px\">CONTACT V\u00c2NZ\u0102RI<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"    href=\"https:\/\/test-staging.cloudtalk.io\/ro\/perioada-de-incercare-cloudtalk-14-zile\/\" style=\"border-radius:3px\">\u00ceNCEARC\u0102 GRATUIT<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-1024x576.png\" alt=\"\" class=\"wp-image-206031\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/How-To-Support-Your-Global-Outreach-With-VoIP-Phone-Numbers-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-medium-font-size\">Statisticile sugereaz\u0103 c\u0103 majoritatea companiilor ar beneficia de pe urma \u00eencorpor\u0103rii ACD \u0219i IVR \u00een sistemele lor.\nDe exemplu, \u0219tia\u021bi c\u0103 pia\u021ba global\u0103 IVR valora aproximativ<a href=\"https:\/\/www.researchnester.com\/reports\/interactive-voice-response-market\/5245\" target=\"_blank\" rel=\"noopener\"> 4,5 miliarde de dolari \u00een 2023<\/a>?   <\/p>\n\n\n\n<p>Se estimeaz\u0103 c\u0103 aceast\u0103 cifr\u0103 va fi mai mult dec\u00e2t dubl\u0103 p\u00e2n\u0103 \u00een 2036, reprezent\u00e2nd o rat\u0103 de cre\u0219tere de 6,5% pe an.<\/p>\n\n\n\n<p>Desigur, exist\u0103 un motiv pentru care aceste tehnologii devin at\u00e2t de r\u0103sp\u00e2ndite.\nSunt at\u00e2t de utile pentru cre\u0219terea productivit\u0103\u021bii centrelor de apel, \u00eenc\u00e2t acum este imposibil s\u0103 le ignora\u021bi.\n\u00cen lumea centrelor de apeluri, meritele relative ale ACD fa\u021b\u0103 de IVR sunt un subiect fierbinte.\nS\u0103 trecem la subiect.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Principalele concluzii:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ACD \u0219i IVR lucreaz\u0103 \u00een tandem pentru a \u00eembun\u0103t\u0103\u021bi experien\u021ba clien\u021bilor prin scurtarea duratei medii a apelurilor cu p\u00e2n\u0103 la 40%.<\/li>\n\n\n\n<li>Acestea ajut\u0103 la eficientizarea fluxurilor de lucru \u0219i reduc povara asupra agen\u021bilor umani, ajut\u00e2ndu-i s\u0103 fie mai productivi.<\/li>\n\n\n\n<li>Acestea sunt special concepute pentru a reduce timpii de a\u0219teptare \u0219i pentru a accelera rezolvarea apelurilor, asigur\u00e2ndu-se c\u0103 apelan\u021bii ajung la agentul potrivit, de prima dat\u0103.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Preia controlul complet asupra apelurilor primite, proiecteaz\u0103 fluxuri de apeluri personalizate \u0219i ofer\u0103 o CX excelent\u0103 cu cele mai bune 5 solu\u021bii IVR.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"205\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-205x300.png\" alt=\"\" class=\"wp-image-206057\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-205x300.png 205w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-700x1024.png 700w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-768x1124.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-1050x1536.png 1050w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-738x1080.png 738w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-507x742.png 507w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-292x428.png 292w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-290x424.png 290w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-77x113.png 77w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best-60x88.png 60w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Book5-Best.png 1070w\" sizes=\"auto, (max-width: 205px) 100vw, 205px\" \/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/5-best-ivr-solutions\/\">Cite\u0219te gratuit<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Deci, care este diferen\u021ba dintre ACD \u0219i IVR?\nEi bine, ambele sunt caracteristici ale unei solu\u021bii bune de apeluri de afaceri, dar exist\u0103 c\u00e2teva distinc\u021bii cheie \u00eentre ele: <\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-group ct-table-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns ct-table-header header-simple is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong>Parametru<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group ct-table-header-group first-party-usage has-white-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-left has-deep-blue-sky-color has-text-color has-link-color wp-elements-270bf53f9e688f6d8d6c1b227ad78d12\"><strong>ACD<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group ct-table-header-group third-party-usage\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-left has-deep-blue-sky-color has-text-color has-link-color wp-elements-eca2baa3ac3987a062c5820e0cfb4b9d\"><strong>IVR<\/strong><\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong><strong><strong>Func\u021bia<\/strong><\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\">Direc\u021bioneaz\u0103 apelurile primite c\u0103tre agentul cel mai potrivit, \u00een func\u021bie de regulile prestabilite.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\">Ac\u021bioneaz\u0103 ca un recep\u021bioner virtual pentru a determina inten\u021bia clientului \u0219i pentru a gestiona apelul \u00een consecin\u021b\u0103.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong>Func\u021bii<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\">Sorteaz\u0103 apelurile \u00een cozi \u00een func\u021bie de factori precum prioritatea apelului \u0219i disponibilitatea agentului.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\">Permite clien\u021bilor s\u0103 negocieze op\u021biunile de autoservire prin intermediul controlului vocal sau al tastaturii.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\"><strong><strong>Scop<\/strong><\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\">Optimizeaz\u0103 gestionarea apelurilor.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-left\">Optimizeaz\u0103 experien\u021ba clien\u021bilor.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ce este ACD (Distribu\u021bia automat\u0103 a apelurilor)?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/automatic-call-distribution-system-ga\/\">Distribu\u021bia automat\u0103 a apelurilor (ACD)<\/a> este una dintre cele mai utile componente tehnice din setul de instrumente al centrelor de apel moderne.\nAtunci c\u00e2nd un client prime\u0219te un apel, ACD \u00eel direc\u021bioneaz\u0103 c\u0103tre agentul corespunz\u0103tor sau \u00eel trimite la o coad\u0103 de a\u0219teptare. <\/p>\n\n\n\n<p>Iat\u0103 pa\u0219ii pe care \u00eei urmeaz\u0103:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Identific\u0103 clientul:<\/strong> ACD utilizeaz\u0103 tehnologia de identificare, cum ar fi identificarea apelantului, serviciul de identificare a numerelor apelate sau identificarea automat\u0103 a numerelor pentru a stabili cine se afl\u0103 pe linie.<\/li>\n\n\n\n<li><strong>Determin\u0103 prioritatea:<\/strong> Nu toate apelurile clien\u021bilor sunt egale.\nPute\u021bi programa un ACD pentru a acorda prioritate unor apeluri fa\u021b\u0103 de altele.\nDe exemplu, dac\u0103 compania dvs. ofer\u0103 un serviciu premium, acesta poate include dreptul de a s\u0103ri peste linie.\n\u00cen acest caz, ACD plaseaz\u0103 apelul unui client premium \u00eenaintea apelurilor de la clien\u021bii non-premium.   <\/li>\n\n\n\n<li><strong>Direc\u021bioneaz\u0103 apelul c\u0103tre un agent sau c\u0103tre o coad\u0103 de a\u0219teptare:<\/strong> ACD utilizeaz\u0103 regulile de distribu\u021bie pe care i le-a\u021bi dat pentru a direc\u021biona apelul.\nFactorii tipici din aceste reguli pot include disponibilitatea agentului, sursa geografic\u0103 a apelului, setul de competen\u021be al agentului sau chiar ora \u0219i data. <\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-1024x536.jpg\" alt=\"\" class=\"wp-image-207330\" style=\"width:836px;height:auto\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-1024x536.jpg 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-300x157.jpg 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-768x402.jpg 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-760x398.jpg 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-424x222.jpg 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-200x105.jpg 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience-88x46.jpg 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Call-queuing-better-call-center-experience.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Sursa :<\/em> <em>https:\/\/leadsrain.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<p>Iat\u0103 c\u00e2teva abord\u0103ri comune ale distribuirii apelurilor:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Ordine fix\u0103: <\/strong>Aceasta este cea mai simpl\u0103 configura\u021bie.\nAgen\u021bii sunt \u00eenscri\u0219i pe o list\u0103, iar pe m\u0103sur\u0103 ce sose\u0219te un apel, sistemul \u00eel direc\u021bioneaz\u0103 c\u0103tre persoana de la \u00eenceputul listei, apoi c\u0103tre a doua, \u0219i a\u0219a mai departe, p\u00e2n\u0103 c\u00e2nd cineva \u00eel preia. <\/li>\n\n\n\n<li><strong>Circular:<\/strong> Similar cu ordinea fix\u0103, to\u021bi agen\u021bii sunt pe o list\u0103.\nDar \u00een acest caz, ACD direc\u021bioneaz\u0103 apelul c\u0103tre urm\u0103torul agent disponibil de pe list\u0103 \u00eentr-o bucl\u0103 continu\u0103.\nAceast\u0103 abordare asigur\u0103 o distribu\u021bie uniform\u0103 a apelurilor \u00eentre agen\u021bi.  <\/li>\n\n\n\n<li><strong>C\u00e2nt\u0103rite: <\/strong>Aici intr\u0103 \u00een joc seturile de competen\u021be ale agen\u021bilor dvs.\nDac\u0103 apare un apel care necesit\u0103 o expertiz\u0103 specific\u0103 pentru a fi gestionat, sistemul \u00eel direc\u021bioneaz\u0103 c\u0103tre un agent care are acea expertiz\u0103. <\/li>\n\n\n\n<li><strong>Simultan:<\/strong> Direc\u021bioneaz\u0103 apelul c\u0103tre to\u021bi agen\u021bii dintr-un grup specificat \u00een acela\u0219i timp.\nPrimul care r\u0103spunde preia apelul. <\/li>\n\n\n\n<li><strong>Uniform:<\/strong> Distribuie apelurile \u00een func\u021bie de nivelul de activitate al agentului.\nDirec\u021bioneaz\u0103 apelurile c\u0103tre agen\u021bii care au preluat cele mai pu\u021bine apeluri sau care au cel mai lung timp de inactivitate \u00eentre apeluri. <\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Ce este IVR (R\u0103spuns vocal interactiv)?<\/h2>\n\n\n\n<p>La modul cel mai simplu, un sistem de<a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/ce-este-ivr-raspuns-vocal-interactiv\/\"> r\u0103spuns vocal interactiv (IVR)<\/a> \u00eent\u00e2mpin\u0103 clien\u021bii \u0219i le ofer\u0103 un meniu de op\u021biuni.<\/p>\n\n\n\n<p>Dac\u0103 a\u021bi sunat vreodat\u0103 la serviciul de asisten\u021b\u0103 pentru clien\u021bi \u0219i a\u021bi auzit un mesaj care spunea ceva de genul:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Pentru a face o comand\u0103, ap\u0103sa\u021bi tasta unu.<\/em><\/li>\n\n\n\n<li><em>Pentru a solicita informa\u021bii despre o comand\u0103 existent\u0103, ap\u0103sa\u021bi dou\u0103.<\/em><\/li>\n\n\n\n<li><em>Pentru toate celelalte solicit\u0103ri, v\u0103 rug\u0103m s\u0103 ap\u0103sa\u021bi tasta trei.<\/em><\/li>\n<\/ul>\n\n\n\n<p>Atunci a\u021bi interac\u021bionat cu un IVR.<\/p>\n\n\n\n<p>Meniurile IVR conduc apelan\u021bii printr-un arbore de op\u021biuni pentru a le oferi ajutorul de care au nevoie.\nDac\u0103 interogarea este relativ simpl\u0103, clientul poate utiliza op\u021biunile de autoservire pentru a rezolva el \u00eensu\u0219i o problem\u0103, ascult\u00e2nd informa\u021bii pre\u00eenregistrate. <\/p>\n\n\n\n<p>Dac\u0103 interogarea este suficient de complex\u0103 \u00eenc\u00e2t s\u0103 necesite aten\u021bie uman\u0103, IVR lucreaz\u0103 cu ACD pentru a direc\u021biona apelul c\u0103tre un agent adecvat.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"679\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-1024x679.webp\" alt=\"\" class=\"wp-image-207343\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-1024x679.webp 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-300x199.webp 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-768x509.webp 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-1119x742.webp 1119w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-645x428.webp 645w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-424x281.webp 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-170x113.webp 170w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart-88x58.webp 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/IVR-chart.webp 1402w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Surs\u0103: https:\/\/fastcall.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">ACD \u0219i IVR: un exemplu real<\/h2>\n\n\n\n<p>Este un lucru s\u0103 definim ACD \u0219i IVR, dar diferen\u021bele dintre acestea sunt mai u\u0219or de \u00een\u021beles dac\u0103 le ilustr\u0103m folosind un exemplu practic.  <\/p>\n\n\n\n<p>A\u0219adar, s\u0103 arunc\u0103m o privire la un <strong>scenariu tipic de apel al unui client<\/strong>.<\/p>\n\n\n\n<p>Imagineaz\u0103-\u021bi c\u0103 tocmai ai cump\u0103rat o ma\u0219in\u0103 nou\u0103 pe baza unei pl\u0103\u021bi lunare.\nDintr-un motiv oarecare, pl\u0103\u021bile nu ies din contul dvs. bancar \u0219i trebuie s\u0103 verifica\u021bi la companie. <\/p>\n\n\n\n<p>Suna\u021bi la linia de asisten\u021b\u0103 pentru clien\u021bi.\n <strong>Sistemul IVR preia apelul dvs.<\/strong> \u0219i red\u0103 salutul standard: <\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-table\"><table><tbody><tr><td class=\"has-text-align-center\" data-align=\"center\"><br\/><em>&#8222;Bun\u0103 diminea\u021ba \u0219i bine a\u021bi venit la Lovely Cars. <\/em><br\/><em>V\u0103 rug\u0103m s\u0103 alege\u021bi din urm\u0103toarele op\u021biuni. <\/em><br\/><em>Pentru a verifica starea unei comenzi, ap\u0103sa\u021bi unu.<\/em><br\/><em>Pentru a raporta o problem\u0103 cu o comand\u0103 existent\u0103, ap\u0103sa\u021bi doi.<\/em><br\/><em>Pentru alte \u00eentreb\u0103ri, ap\u0103sa\u021bi trei.&#8221;<\/em><br\/><br\/><\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div>\n\n\n\n<p>Decide\u021bi c\u0103 op\u021biunea doi pare cea mai potrivit\u0103.\nA\u0219a c\u0103 ap\u0103sa\u021bi dou\u0103 pe tastatura telefonului, iar IVR v\u0103 trece la urm\u0103toarea etap\u0103 a arborelui de op\u021biuni: <\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-table\"><table><tbody><tr><td class=\"has-text-align-center\" data-align=\"center\"><br\/><em>&#8222;V\u0103 mul\u021bumim.\nNe pare r\u0103u s\u0103 auzim c\u0103 <\/em><br\/><em>  v\u0103 confrunta\u021bi cu o problem\u0103 cu comanda dvs.  <\/em><br\/><em>V\u0103 rug\u0103m s\u0103 alege\u021bi din urm\u0103toarele op\u021biuni.<\/em><br\/><em>Pentru a raporta un produs deteriorat, ap\u0103sa\u021bi tasta unu.<\/em><br\/><em>Pentru a solicita o returnare, ap\u0103sa\u021bi dou\u0103.<\/em><br\/><em>Pentru alte op\u021biuni, ap\u0103sa\u021bi trei.&#8221;<\/em><br\/><br\/><\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div>\n\n\n\n<p>Problema pe care o ave\u021bi nu este legat\u0103 de produsul \u00een sine.\nDe fapt, noua dvs. ma\u0219in\u0103 merge de minune.\nNu, problema ta este mai degrab\u0103 una administrativ\u0103.\nAp\u0103sa\u021bi trei.   <\/p>\n\n\n\n<p>Acesta este momentul \u00een care IVR \u00eencepe s\u0103 <strong>lucreze \u00een tandem cu ACD<\/strong>.\nPe m\u0103sur\u0103 ce v\u0103 deplasa\u021bi prin arbore, IVR preia informa\u021biile pe care i le furniza\u021bi \u0219i le transmite c\u0103tre ACD. <\/p>\n\n\n\n<p>Odat\u0103 ce IVR-ul v-a dus c\u00e2t de departe a putut, <strong>ACD-ul intervine \u0219i direc\u021bioneaz\u0103 apelul<\/strong> c\u0103tre un agent care ar trebui s\u0103 v\u0103 poat\u0103 ajuta s\u0103 v\u0103 rezolva\u021bi problema.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Trebuie s\u0103 alege\u021bi \u00eentre ACD sau IVR?<\/h2>\n\n\n\n<p>R\u0103spunsul simplu este: &#8222;Nu, nu trebuie&#8221;.\nSolu\u021biile de call center de bun\u0103 calitate le includ, \u00een general, pe am\u00e2ndou\u0103, deoarece acestea func\u021bioneaz\u0103 foarte bine \u00eempreun\u0103 pentru a oferi o gam\u0103 larg\u0103 de beneficii. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Beneficiile utiliz\u0103rii IVR cu ACD<\/h3>\n\n\n\n<p>Iat\u0103 doar c\u00e2teva dintre beneficiile pe care le ve\u021bi vedea dac\u0103 ve\u021bi \u00eencorpora at\u00e2t IVR, c\u00e2t \u0219i ACD \u00een fluxul de lucru al centrului dvs. de apeluri:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u00cembun\u0103t\u0103\u021birea experien\u021bei clien\u021bilor<\/h4>\n\n\n\n<p>P\u00e2n\u0103 la<a href=\"https:\/\/www.researchnester.com\/reports\/interactive-voice-response-market\/5245#market-analysis\" target=\"_blank\" rel=\"noopener\"> 30% dintre clien\u021bi<\/a> vor renun\u021ba dac\u0103 se confrunt\u0103 cu un proces de servicii pentru clien\u021bi prea complicat.\nA\u0219adar, orice pute\u021bi face pentru a-l simplifica pe al dvs. este o veste bun\u0103. <\/p>\n\n\n\n<p>\u00cen plus, o problem\u0103 comun\u0103 a clien\u021bilor sunt timpii lungi de a\u0219teptare.\nNim\u0103nui nu-i place s\u0103 a\u0219tepte o jum\u0103tate de or\u0103 (sau mai mult!) pentru a vorbi cu un agent.\nDin p\u0103cate, acest lucru poate fi uneori inevitabil dac\u0103 volumul de apeluri este deosebit de mare.  <\/p>\n\n\n\n<p>Acest lucru \u00eel \u0219tiu prea bine managerii de la compania de \u00eenchirieri auto<a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\"> Discover Cars<\/a>.\nAce\u0219tia se confruntau cu un volum de apeluri imposibil de gestionat \u0219i, ca urmare, clien\u021bii trebuiau s\u0103 a\u0219tepte mult prea mult \u00een cozile de a\u0219teptare.\nCloudTalk i-a ajutat s\u0103 \u00eenfiin\u021beze un sistem IVR care:  <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/Screenshot-2024-03-27-at-4.00.26&#x202F;PM-1024x169.png\" alt=\"\" class=\"wp-image-207410\"\/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\">Stimula\u021bi moralul agen\u021bilor<\/h4>\n\n\n\n<p>\u00cen afar\u0103 de volumul mare de apeluri, unul dintre<a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/blog\/what-is-automatic-call-distribution-acd-7-signs-that-you-need-it\/\"> semnele c\u0103 ave\u021bi nevoie de ACD<\/a> \u0219i IVR \u00een call center-ul dvs. poate fi moralul sc\u0103zut al personalului.<\/p>\n\n\n\n<p>Nu dori\u021bi s\u0103 apar\u0103 o situa\u021bie \u00een care agen\u021bii cople\u0219i\u021bi se confrunt\u0103 constant cu un num\u0103r foarte mare de apeluri de la clien\u021bi nemul\u021bumi\u021bi.<\/p>\n\n\n\n<p>Implementarea unui sistem IVR \u0219i ACD previne acest lucru prin reducerea sarcinii de apelare a agen\u021bilor dumneavoastr\u0103.\nIVR elimin\u0103 toate sarcinile simple pe care clien\u021bii le pot rezolva singuri prin autoservire, iar ACD se asigur\u0103 c\u0103 agen\u021bii se ocup\u0103 numai de apelurile care corespund nivelului lor de expertiz\u0103. <\/p>\n\n\n\n<p>Rezultatul?\nO echip\u0103 de call center fericit\u0103 \u0219i niveluri mai ridicate de reten\u021bie a personalului, deci este un c\u00e2\u0219tig pentru to\u021bi. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Reducerea costurilor opera\u021bionale<\/h4>\n\n\n\n<p>Utilizarea solu\u021biilor de call center IVR \u0219i ACD este o modalitate excelent\u0103 de a eficientiza fluxurile de lucru \u0219i de a reduce costurile.<\/p>\n\n\n\n<p>Acest lucru se datoreaz\u0103 faptului c\u0103 aceste instrumente inteligente \u00eenseamn\u0103 c\u0103 pute\u021bi face mai mult cu mai pu\u021bin.\nPentru o echip\u0103 de agen\u021bi de orice dimensiune, sistemul dvs. va fi capabil s\u0103 gestioneze eficient volume mult mai mari de apeluri. <\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\"> Pre\u021burile sistemelor<\/a> ACD \u0219i<a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\"> IVR<\/a> se bazeaz\u0103, de obicei, pe un model simplu per-licen\u021b\u0103.\nAcest lucru \u00eenseamn\u0103 nu numai c\u0103 v\u0103 men\u021bine\u021bi costurile sc\u0103zute, dar pute\u021bi, de asemenea, s\u0103 prevede\u021bi exact c\u00e2t v\u0103 va costa sistemul pe termen mediu. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Utiliza\u021bi ACD \u0219i IVR pentru a scurta durata medie a apelurilor<\/h2>\n\n\n\n<p>CloudTalk ofer\u0103 o gam\u0103 larg\u0103 de solu\u021bii pentru call center-ul modern, inclusiv instrumente ACD \u0219i IVR de top care pot reduce durata medie a apelurilor cu 40%.\n\u00cen plus, cu rutarea bazat\u0103 pe abilit\u0103\u021bi, ve\u021bi vedea c\u00e2\u0219tiguri de productivitate de p\u00e2n\u0103 la 25%, toate \u00een timp ce cre\u0219te\u021bi satisfac\u021bia clien\u021bilor. <\/p>\n\n\n\n<p>Dar asta nu este tot.\nCloudTalk ofer\u0103, de asemenea, integr\u0103ri cu peste 35 de platforme CRM \u0219i helpdesk precum Salesforce, HubSpot, Pipedrive \u0219i Zendesk.\nAceasta \u00eenseamn\u0103 c\u0103 v\u0103 pute\u021bi folosi de datele existente despre clien\u021bi pentru a v\u0103 perfec\u021biona oferta de servicii.  <\/p>\n\n\n\n<p>Dori\u021bi s\u0103 afla\u021bi mai multe? Contacta\u021bi <a href=\"https:\/\/test-staging.cloudtalk.io\/ro\/programeaza-un-demo\/\">ast\u0103zi un expert CloudTalk<\/a> pentru a afla cum IVR \u0219i ACD v\u0103 pot ajuta s\u0103 eficientiza\u021bi cozile de apeluri \u0219i s\u0103 \u00eembun\u0103t\u0103\u021bi\u021bi satisfac\u021bia clien\u021bilor.<\/p>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading ct-block-article-faq-header\">\u00centreb\u0103ri frecvente ACD vs IVR<\/h3>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1662054682142\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">De ce utilizeaz\u0103 \u00eentreprinderile meniurile IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00centreprinderile utilizeaz\u0103 meniurile IVR deoarece acestea contribuie la func\u021bionarea eficient\u0103 a centrelor de apeluri.<br \/>\nAcestea ofer\u0103 posibilitatea de a alege <a href=\"https:\/\/staging.cloudtalk.io\/blog\/ivr-self-service-best-practices\/\" target=\"_blank\" rel=\"noopener\">op\u021biuni de autoservire<\/a> pentru \u00eentreb\u0103ri simple, reduc\u00e2nd astfel volumul de apeluri cu care agen\u021bii umani trebuie s\u0103 se ocupe, ceea ce duce la o cre\u0219tere semnificativ\u0103 a productivit\u0103\u021bii. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Care sunt cele mai bune practici pentru configurarea IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>IVR func\u021bioneaz\u0103 cel mai bine atunci c\u00e2nd urma\u021bi aceste principii u\u0219or de utilizat:<br \/>&#8211; P\u0103stra\u021bi simplitatea.<br \/>\nAve\u021bi \u00een jur de trei sau patru op\u021biuni la un moment dat<br \/>&#8211; Evita\u021bi s\u0103 face\u021bi clien\u021bii s\u0103 repete informa\u021biile<br \/>&#8211; Asigura\u021bi-v\u0103 c\u0103 toate informa\u021biile sunt actualizate<br \/>&#8211; Oferi\u021bi op\u021biunea de a intra \u00een leg\u0103tur\u0103 cu un agent uman <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ce reguli de rutare pute\u021bi utiliza \u00een call center-ul dumneavoastr\u0103?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Pute\u021bi configura orice algoritm de rutare dori\u021bi, pe baza unor factori precum disponibilitatea agentului, setul de competen\u021be al agentului, originea geografic\u0103 a apelului, ora din zi sau statisticile cozii.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1709720311330\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ob\u021bine\u021bi ACD \u0219i IVR pentru toate planurile CloudTalk?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Da. Toate <a href=\"https:\/\/staging.cloudtalk.io\/pricing\/\/\" target=\"_blank\" rel=\"noopener\">planurile CloudTalk<\/a> includ apeluri interne \u0219i interne nelimitate cu distribu\u021bie automat\u0103 a apelurilor \u0219i IVR.<br \/>\nNum\u0103rul interna\u021bional \u0219i suportul pentru aplica\u021bii mobile sunt, de asemenea, standard. <\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Statisticile sugereaz\u0103 c\u0103 majoritatea companiilor ar beneficia de pe urma \u00eencorpor\u0103rii ACD \u0219i IVR \u00een sistemele lor. De exemplu, \u0219tia\u021bi&#8230;<\/p>\n","protected":false},"author":131,"featured_media":206052,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-230918","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230918","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/users\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/comments?post=230918"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/posts\/230918\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media\/206052"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/media?parent=230918"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/categories?post=230918"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/ro\/wp-json\/wp\/v2\/tags?post=230918"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}