{"id":231834,"date":"2024-07-31T11:44:05","date_gmt":"2024-07-31T09:44:05","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/co-je-softver-call-centra-a-ako-funguje\/"},"modified":"2024-08-25T14:12:21","modified_gmt":"2024-08-25T12:12:21","slug":"co-je-softver-call-centra-a-ako-funguje","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/co-je-softver-call-centra-a-ako-funguje\/","title":{"rendered":"\u010co je softv\u00e9r call centra a ako funguje?"},"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\">\u010co je softv\u00e9r call centra a ako funguje?<\/h1>\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\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024.png\" alt=\"\" class=\"wp-image-201434\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/Rev-Up-The-Engines-Of-Your-RevOps-With-The-Best-VoIP-Combo-On-The-Market-2024-88x50.png 88w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure><\/div>\n\n\n<div style=\"height:29px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Prv\u00e9 call centrum na svete otvorilo svoje br\u00e1ny v roku 1965.\nTeraz, takmer o 60 rokov nesk\u00f4r, sa zd\u00e1 by\u0165 logick\u00e9, \u017ee \u013eudia t\u00fa\u017eiaci po inov\u00e1ci\u00e1ch sa obracaj\u00fa na internet a h\u013eadaj\u00fa n\u00e1hradu za skromn\u00fd telefon\u00e1t.\nA predsa sa tak nestalo.\n\u010co sa teda stalo?   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 poznatky:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Softv\u00e9r call centra je jednotn\u00e1 virtu\u00e1lna platforma ur\u010den\u00e1 na spr\u00e1vu prich\u00e1dzaj\u00facich aj odch\u00e1dzaj\u00facich hovorov, ktor\u00e1 sa st\u00e1va nevyhnutnou pre organiz\u00e1cie zameran\u00e9 na z\u00e1kazn\u00edcku podporu a predaj.\nVyu\u017e\u00edva technol\u00f3giu VoIP, ktor\u00e1 umo\u017e\u0148uje volania z \u013eubovo\u013en\u00e9ho zariadenia s internetom, zlep\u0161uje pr\u00e1cu na dia\u013eku a odstra\u0148uje potrebu n\u00e1kladnej infra\u0161trukt\u00fary. <\/li>\n\n\n\n<li>Medzi hlavn\u00e9 v\u00fdhody patr\u00ed zlep\u0161enie riadenia slu\u017eieb z\u00e1kazn\u00edkom, zv\u00fd\u0161enie predaja, vy\u0161\u0161ia produktivita, \u00faspora n\u00e1kladov a profesionalita v\u010faka automatiz\u00e1cii a zefekt\u00edvneniu pracovn\u00fdch postupov.<\/li>\n\n\n\n<li>Medzi funkcie softv\u00e9ru call centra patr\u00ed interakt\u00edvna hlasov\u00e1 odozva (IVR), medzin\u00e1rodn\u00e9 telef\u00f3nne \u010d\u00edsla, v\u00fdkonn\u00e9 \u010d\u00edseln\u00edky, integr\u00e1cie a analytika na optimaliz\u00e1ciu prev\u00e1dzky call centra.<\/li>\n\n\n\n<li>Cloudov\u00e9 rie\u0161enia s\u00fa vyzdvihovan\u00e9 pre svoju \u0161k\u00e1lovate\u013enos\u0165, n\u00e1kladov\u00fa efekt\u00edvnos\u0165 a jednoduch\u00e9 pou\u017e\u00edvanie, najm\u00e4 pre vzdialen\u00e9 t\u00edmy, v kontraste s lok\u00e1lnymi rie\u0161eniami, ktor\u00e9 pon\u00fakaj\u00fa kontrolu, ale s\u00fa spojen\u00e9 s vy\u0161\u0161\u00edmi po\u010diato\u010dn\u00fdmi n\u00e1kladmi a men\u0161ou flexibilitou.<\/li>\n<\/ul>\n\n\n\n<p><a href=\"https:\/\/www.servicebell.com\/post\/cold-calling-statistics\" target=\"_blank\" rel=\"noopener\">Odhaduje sa,<\/a> \u017ee viac ako <strong>70 % rozhovorov so z\u00e1kazn\u00edkmi<\/strong> sa uskuto\u010d\u0148uje telefonicky.\nPriemern\u00fd B2B predajca z\u00e1rove\u0148 uskuto\u010dn\u00ed <strong>pribli\u017ene 35 telefon\u00e1tov denne<\/strong>.\nAko si iste viete predstavi\u0165, z\u00e1kazn\u00edcka podpora a odch\u00e1dzaj\u00faci predaj s\u00fa d\u00f4le\u017eit\u00e9 pre \u00faspech podniku.  <\/p>\n\n\n\n<p>To n\u00e1m v\u0161ak len napoved\u00e1, pre\u010do spolo\u010dnosti na\u010falej vyu\u017e\u00edvaj\u00fa rie\u0161enia call centra.\nSkuto\u010dnou ot\u00e1zkou je, pre\u010do by si priemern\u00fd \u010dlovek vybral hovor namiesto podstatne r\u00fdchlej\u0161ieho chatbota? <\/p>\n\n\n\n<p>Zd\u00e1 sa, \u017ee to vypl\u00fdva z jednoduch\u00e9ho faktu, \u017ee \u013eudia s\u00fa spolo\u010densk\u00e9 tvory a zd\u00e1 sa, \u017ee viac d\u00f4verujeme in\u00e9mu \u010dloveku ako stroju&#8230; aspo\u0148 zatia\u013e.\nNavy\u0161e sa radi c\u00edtime v\u00fdnimo\u010dn\u00ed a ke\u010f n\u00e1m niekto venuje svoj \u010das, c\u00edtime sa ako nie\u010do viac ne\u017e len \u010d\u00edslo. <br\/><strong>Tak\u017ee to je d\u00f4vod.\nTeraz prejdime k tomu, ako.   <\/strong>V tomto \u010dl\u00e1nku sa budeme venova\u0165 realite modernej obchodnej komunik\u00e1cie, technol\u00f3gi\u00e1m, ktor\u00e9 ju umo\u017e\u0148uj\u00fa, a jej \u00falohe v ka\u017edodennom \u017eivote.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je softv\u00e9r call centra?<\/h2>\n\n\n\n<p>V\u0161eobecne povedan\u00e9, softv\u00e9r call centra je s\u00fabor aplik\u00e1ci\u00ed a n\u00e1strojov ur\u010den\u00fdch na zefekt\u00edvnenie \u010dinnost\u00ed call centra.\nV s\u00fa\u010dasnosti je v\u00e4\u010d\u0161ina softv\u00e9rov\u00fdch rie\u0161en\u00ed pre call centr\u00e1 na trhu unifikovan\u00fdmi virtu\u00e1lnymi platformami. <\/p>\n\n\n\n<p>Tieto platformy maj\u00fa mnoho funkci\u00ed na spr\u00e1vu a vybavovanie prich\u00e1dzaj\u00facich a odch\u00e1dzaj\u00facich hovorov.\nStali sa preto nepostr\u00e1date\u013enou s\u00fa\u010das\u0165ou technologick\u00e9ho bal\u00edka pre centr\u00e1 z\u00e1kazn\u00edckej podpory, telemarketingov\u00e9 firmy a mnoh\u00e9 \u010fal\u0161ie organiz\u00e1cie zameran\u00e9 na komunik\u00e1ciu.<br\/>Najd\u00f4le\u017eitej\u0161\u00edm funkci\u00e1m call centra sa budeme venova\u0165 v nasleduj\u00facej \u010dasti.\nZatia\u013e sta\u010d\u00ed vedie\u0165, \u017ee softv\u00e9r poskytuje rie\u0161enia na <strong>smerovanie hovorov<\/strong>, <strong>automatiz\u00e1ciu pracovn\u00fdch postupov<\/strong> a <strong>anal\u00fdzu v\u00fdkonnosti<\/strong>.  <\/p>\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\">Kone\u010dn\u00fd sprievodca kupuj\u00faceho pre softv\u00e9r call centra v  2025<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"213\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-213x300.png\" alt=\"\" class=\"wp-image-185786\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-725x1024.png 725w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-768x1084.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-765x1080.png 765w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-526x742.png 526w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/eBook-buyers-guide.png 899w\" sizes=\"auto, (max-width: 213px) 100vw, 213px\" \/><\/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\/call-center-software-ebook\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je pr\u00edchod a odchod?  <\/h2>\n\n\n\n<p>Spomenuli sme pr\u00edchod a odchod ako k\u013e\u00fa\u010dov\u00e9 pr\u00edpady pou\u017eitia softv\u00e9ru call centra.\n\u010co to v\u0161ak znamen\u00e1?\nAk v\u00e1s to zauj\u00edma, pripravili sme pre v\u00e1s tohto stru\u010dn\u00e9ho preh\u013eadov\u00e9ho sprievodcu, ktor\u00fd v\u00e1m to pribl\u00ed\u017ei.  <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Inbound <\/strong>v kontexte telco sa vz\u0165ahuje na ak\u00fako\u013evek interakciu (typicky \u017eiados\u0165 o z\u00e1kazn\u00edcky servis alebo predajn\u00fa aktivitu) iniciovan\u00fa potenci\u00e1lnym z\u00e1kazn\u00edkom\/z\u00e1kazn\u00edkom bez ak\u00e9hoko\u013evek podnetu zo strany samotnej spolo\u010dnosti.<br\/><br\/>Tento pr\u00edpad pou\u017eitia je pre podniky obzvl\u00e1\u0161\u0165 cenn\u00fd, preto\u017ee im umo\u017e\u0148uje <strong>budova\u0165 vz\u0165ah<\/strong>, <strong>zlep\u0161ova\u0165 lojalitu z\u00e1kazn\u00edkov<\/strong>, <strong>organicky podporova\u0165 pozit\u00edvne \u00fastne odpor\u00fa\u010dania<\/strong> a <strong>zvy\u0161ova\u0165 predaj <\/strong>bez v\u00e4\u010d\u0161ieho \u00fasilia.<br\/><br\/>Softv\u00e9r call centra m\u00f4\u017ee t\u00fdmto iniciat\u00edvam pom\u00f4c\u0165 <strong>vytvoren\u00edm mo\u017enost\u00ed personaliz\u00e1cie z\u00e1kazn\u00edckeho servisu<\/strong>, <strong>anal\u00fdzou v\u00fdkonu<\/strong>, <strong>ponukou bezplatn\u00fdch \u010d\u00edsel<\/strong> a dokonca <strong>zjednodu\u0161en\u00edm kou\u010dovania agentov pomocou automatick\u00fdch z\u00e1znamov a prepisov hovorov<\/strong>.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group note\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Pozn\u00e1mka<\/p>\n<\/div><\/div>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/inbound-support-center\/\">Tu<\/a> zist\u00edte, ako v\u00e1m softv\u00e9r centra prich\u00e1dzaj\u00facich hovorov pom\u00f4\u017ee prija\u0165 o <strong>40 % <\/strong>viac hovorov.<\/p>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Odch\u00e1dzaj\u00faci <\/strong>hovor v telco sa vz\u0165ahuje na ak\u00fako\u013evek interakciu iniciovan\u00fa spolo\u010dnos\u0165ou bez predch\u00e1dzaj\u00faceho podnetu zo strany potenci\u00e1lneho z\u00e1kazn\u00edka.\nNaj\u010dastej\u0161ie ide o predajn\u00e9 aktivity, ako s\u00fa studen\u00e9 hovory a e-maily, ale m\u00f4\u017eu sem patri\u0165 aj in\u00e9 iniciat\u00edvy na oslovenie (recenzie, sp\u00e4tn\u00e1 v\u00e4zba). <br\/><br\/>Ako sa dalo o\u010dak\u00e1va\u0165, tento pr\u00edpad pou\u017eitia je d\u00f4le\u017eit\u00fd pre podniky, ktor\u00e9 <strong>chc\u00fa zv\u00fd\u0161i\u0165 predaj, generova\u0165 pr\u00edjmy, kvalifikova\u0165 nov\u00fdch potenci\u00e1lnych z\u00e1kazn\u00edkov<\/strong> a <strong>zv\u00fd\u0161i\u0165 ich celo\u017eivotn\u00fa hodnotu prostredn\u00edctvom upsellingu<\/strong>.<br\/><br\/>Softv\u00e9r call centra, ktor\u00fd pom\u00e1ha zvy\u0161ova\u0165 v\u00fdkonnos\u0165 t\u00fdchto iniciat\u00edv, je obzvl\u00e1\u0161\u0165 cenn\u00fd, preto\u017ee priemern\u00e1 miera konverzie v pr\u00edpade outbound predaja je pribli\u017ene <strong>30 %<\/strong>, ale len <strong>2 % <\/strong>v pr\u00edpade studen\u00fdch hovorov.<br\/><br\/>Dostupn\u00e9 rie\u0161enia dosahuj\u00fa tieto ciele <strong>zefekt\u00edvnen\u00edm pracovn\u00fdch postupov<\/strong>, <strong>odstr\u00e1nen\u00edm opakuj\u00facich sa \u00faloh<\/strong>, <strong>anal\u00fdzou v\u00fdkonu agentov<\/strong>, <strong>vyu\u017e\u00edvan\u00edm poznatkov o z\u00e1kazn\u00edkoch prostredn\u00edctvom CRM<\/strong> a <strong>umo\u017enen\u00edm efekt\u00edvnej spolupr\u00e1ce medzi obchodn\u00fdmi z\u00e1stupcami<\/strong>.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-group note\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-group side-text\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Pozn\u00e1mka<\/p>\n<\/div><\/div>\n\n\n\n<p>Zistite, ako m\u00f4\u017ee softv\u00e9r pre call centr\u00e1 zv\u00fd\u0161i\u0165 v\u00fdkonnos\u0165 agentov a\u017e o <strong>87 %<\/strong> a pom\u00f4c\u0165 v\u00e1m oslovi\u0165 <strong>3\u00d7 <\/strong>viac z\u00e1kazn\u00edkov <a href=\"https:\/\/test-staging.cloudtalk.io\/outbound-sales\/\">.<\/a><\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ako funguje softv\u00e9r call centra?<\/h2>\n\n\n\n<p>V\u00e4\u010d\u0161ina modern\u00fdch softv\u00e9rov\u00fdch rie\u0161en\u00ed pre call centr\u00e1 je postaven\u00e1 na b\u00e1ze VoIP (Voice over Internet Protocol).\nNa rozdiel od tradi\u010dn\u00e9ho pr\u00edstupu PBX (pevn\u00e1 linka) si VoIP <strong>nevy\u017eaduje \u017eiadne \u0161pecializovan\u00e9 vybavenie<\/strong>, <strong>rozsiahlu infra\u0161trukt\u00faru<\/strong> <strong>ani<\/strong> <strong>drah\u00e9 po\u010diato\u010dn\u00e9 n\u00e1klady<\/strong>. <\/p>\n\n\n\n<p>Sta\u010d\u00ed v\u00e1m inteligentn\u00e9 zariadenie vybaven\u00e9 mikrof\u00f3nom (notebook, tablet, smartf\u00f3n) a m\u00f4\u017eete virtu\u00e1lne telefonova\u0165 odkia\u013eko\u013evek a kedyko\u013evek, \u010do je v s\u00fa\u010dasnej dobe pr\u00e1ce na dia\u013eku neocenite\u013en\u00e9.<\/p>\n\n\n\n<p><strong>Tu je stru\u010dn\u00fd preh\u013ead fungovania tejto technol\u00f3gie:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Aplik\u00e1cia sa pripoj\u00ed k internetu a iniciuje hovor medzi dvoma (alebo viacer\u00fdmi) stranami.<\/li>\n\n\n\n<li>Zariadenie zachyt\u00e1va v\u00e1\u0161 hlas prostredn\u00edctvom mikrof\u00f3nu a transformuje ho na digit\u00e1lne sign\u00e1ly.<\/li>\n\n\n\n<li>Aplik\u00e1cia rozdel\u00ed sign\u00e1ly na d\u00e1tov\u00e9 pakety a prenesie ich druh\u00e9mu volaj\u00facemu.<\/li>\n\n\n\n<li>Zariadenie volaj\u00faceho de\u0161ifruje d\u00e1tov\u00e9 pakety a transformuje ich na po\u010dute\u013en\u00fd zvuk.<\/li>\n\n\n\n<li><strong> <\/strong>Tento proces sa opakuje a\u017e do ukon\u010denia hovoru.<\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\"> \n<iframe loading=\"lazy\" title=\"What is VoIP? (VoIP explained 2024)\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/jxTMZ22K0zE?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n <\/div><\/figure>\n\n\n\n<p>Treba spomen\u00fa\u0165, \u017ee t\u00e1to technol\u00f3gia v\u00e1s neobmedzuje len na online hovory.\nSoftv\u00e9r call centra sa dok\u00e1\u017ee spoji\u0165 s ak\u00fdmko\u013evek telef\u00f3nom v mobilnej sieti alebo dokonca s pevnou linkou.\nA pr\u00e1ve tento aspekt rob\u00ed tieto rie\u0161enia tak\u00fdmi cenn\u00fdmi pre dosahovanie predaja.  <\/p>\n\n\n\n<p>\u010eal\u0161\u00edm aspektom softv\u00e9ru call centra, ktor\u00fd je potrebn\u00e9 zv\u00e1\u017ei\u0165, s\u00fa jeho \u010fal\u0161ie funkcie, ako s\u00fa napr\u00edklad <strong>predajn\u00e9 dialery,<\/strong> <strong>automatick\u00e1 distrib\u00facia hovorov (ACD)<\/strong> a <strong>automatiz\u00e1cia pracovn\u00fdch postupov <\/strong>.\nTie m\u00f4\u017eu by\u0165 bu\u010f <strong>intern\u00e9, <\/strong>alebo <strong>integrovan\u00e9<\/strong>. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Intern\u00e9 funkcie <\/strong>s\u00fa aplik\u00e1cie zabudovan\u00e9 do softv\u00e9ru.\nS\u00fa to hotov\u00e9 rie\u0161enia, ktor\u00e9 m\u00f4\u017ee vyu\u017ei\u0165 ka\u017ed\u00fd pou\u017e\u00edvate\u013e, pokia\u013e si predplat\u00ed dan\u00fd platobn\u00fd pl\u00e1n. <br\/><\/li>\n\n\n\n<li><strong>Integr\u00e1cie<\/strong> s\u00fa n\u00e1stroje tret\u00edch str\u00e1n, ktor\u00e9 sa zvy\u010dajne daj\u00fa stiahnu\u0165 z trhu softv\u00e9ru call centra alebo s\u00fa k dispoz\u00edcii prostredn\u00edctvom <strong>otvoren\u00e9ho rozhrania API<\/strong>.\nM\u00f4\u017eu zah\u0155\u0148a\u0165 <strong>CRM<\/strong>, <strong>ERP<\/strong>, <strong>helpdesky<\/strong> a \u010fal\u0161ie. <\/li>\n<\/ul>\n\n\n\n<p>Nakoniec sa pozrime na samotn\u00fd softv\u00e9r call centra.\nVo v\u00e4\u010d\u0161ine pr\u00edpadov ide o rie\u0161enia <strong>zalo\u017een\u00e9 na cloude, <\/strong>ktor\u00e9 hostia s\u00fakromn\u00fd &#8222;server&#8220; pre ka\u017ed\u00fa spolo\u010dnos\u0165, ktor\u00e1 ich pou\u017e\u00edva.\nJednotliv\u00ed zamestnanci m\u00f4\u017eu s t\u00fdmito inform\u00e1ciami komunikova\u0165 prostredn\u00edctvom rel\u00e1ci\u00ed iniciovan\u00fdch z ich lok\u00e1lnej aplik\u00e1cie (stoln\u00fd po\u010d\u00edta\u010d, notebook, telef\u00f3n).    <\/p>\n\n\n\n<p>To umo\u017e\u0148uje v\u0161etk\u00fdm s\u00fa\u010dasne pristupova\u0165 k rovnak\u00fdm \u00fadajom a funkci\u00e1m bez toho, aby do svojho zariadenia s\u0165ahovali ve\u013ek\u00e9 s\u00fabory alebo ru\u0161ili ostatn\u00fdch pou\u017e\u00edvate\u013eov.\nAj v\u010faka tomu je softv\u00e9r call centra tak\u00fdm skvel\u00fdm rie\u0161en\u00edm pre vzdialen\u00e9 t\u00edmy. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ak\u00e9 s\u00fa v\u00fdhody softv\u00e9ru call centra?<\/h2>\n\n\n\n<p>Softv\u00e9r pre call centr\u00e1 ako rie\u0161enia zameran\u00e9 na v\u00fdkon a automatiz\u00e1ciu pon\u00faka <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/8-key-advantages-of-call-center-software-every-business-must-know\/\">\u0161irok\u00fa \u0161k\u00e1lu v\u00fdhod pre podniky, ktor\u00e9<\/a> chc\u00fa zlep\u0161i\u0165 v\u00fdkonnos\u0165 a celkov\u00fa produktivitu svojich agentov.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Medzi 5 hlavn\u00fdch v\u00fdhod softv\u00e9ru call centra patr\u00ed:<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Lep\u0161ie riadenie slu\u017eieb z\u00e1kazn\u00edkom:<\/strong><br\/>Z\u00e1kazn\u00edci o\u010dak\u00e1vaj\u00fa takmer okam\u017eit\u00e9 rie\u0161enie svojich probl\u00e9mov.\nA hoci to softv\u00e9r call centra nem\u00f4\u017ee zaru\u010di\u0165, m\u00f4\u017ee cel\u00fd proces v\u00fdrazne ur\u00fdchli\u0165 v\u010faka nepretr\u017eitej dostupnosti, profilom z\u00e1kazn\u00edkov a intern\u00fdm zdrojom. <\/li>\n\n\n\n<li><strong><strong>Viac uzatvoren\u00fdch predajn\u00fdch zml\u00fav<\/strong>:<\/strong><br\/>\u00daspe\u0161n\u00fd predaj si vy\u017eaduje efekt\u00edvne oslovenie a v\u010dasn\u00e9 reakcie na prich\u00e1dzaj\u00face po\u017eiadavky.\nSoftv\u00e9r call centra pom\u00e1ha s oboma.\nPredajn\u00e9 dialery m\u00f4\u017eu zv\u00fd\u0161i\u0165 po\u010det denn\u00fdch hovorov a\u017e <strong>3\u00d7<\/strong>, pom\u00f4\u017eu v\u00e1m n\u00e1js\u0165 vn\u00edmav\u00e9 a dostupn\u00e9 kontakty a zme\u0161k\u00e1te menej hovorov.  <\/li>\n\n\n\n<li><strong><strong>Vy\u0161\u0161ia produktivita<\/strong>:<\/strong><br\/>\u010ci u\u017e ide o predaj alebo podporu, softv\u00e9r call centra m\u00f4\u017ee zv\u00fd\u0161i\u0165 produktivitu ka\u017ed\u00e9ho zamestnanca.\nTaktick\u00e1 automatiz\u00e1cia opakuj\u00facich sa \u00faloh a proakt\u00edvne pon\u00fakanie relevantn\u00fdch poznatkov umo\u017e\u0148uje pou\u017e\u00edvate\u013eom efekt\u00edvne vyu\u017e\u00edva\u0165 svoj \u010das a s\u00fastredi\u0165 sa na \u00falohy, ktor\u00e9 s\u00fa najd\u00f4le\u017eitej\u0161ie.   <\/li>\n\n\n\n<li><strong><strong>\u00daspora n\u00e1kladov<\/strong>:<\/strong><br\/>S efektivitou prich\u00e1dzaj\u00fa ni\u017e\u0161ie n\u00e1klady.\nSoftv\u00e9r call centra v\u00e1m umo\u017en\u00ed urobi\u0165 viac s men\u0161\u00edm po\u010dtom zamestnancov a samostatn\u00fdch n\u00e1strojov.\nOkrem toho v\u00e1m u\u0161etr\u00ed aj peniaze za inak drah\u00e9 pevn\u00e9 linky a n\u00e1klady na hovory (najm\u00e4 medzimestsk\u00e9).  <\/li>\n\n\n\n<li><strong><strong>Vy\u0161\u0161ia profesionalita<\/strong>:<\/strong><br\/>Vytvorenie v\u00fdnimo\u010dnej z\u00e1kazn\u00edckej sk\u00fasenosti (prich\u00e1dzaj\u00facej alebo odch\u00e1dzaj\u00facej) je len jednou \u010das\u0165ou sklada\u010dky.\nSoftv\u00e9r call centra v\u00e1m poskytne n\u00e1stroje na budovanie lep\u0161\u00edch vz\u0165ahov a ich trvanie t\u00fdm, \u017ee ochr\u00e1ni z\u00e1ujmy v\u0161etk\u00fdch pomocou vysokokvalitn\u00e9ho zabezpe\u010denia. <\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 vlastnosti softv\u00e9ru call centra<\/h2>\n\n\n\n<p>Teraz, ke\u010f sme v\u00e1m vykreslili \u0161ir\u0161\u00ed obraz niektor\u00fdch v\u00fdhod, ktor\u00e9 m\u00f4\u017ee softv\u00e9r call centra poskytn\u00fa\u0165, je \u010das vytiahnu\u0165 lupu a pribl\u00ed\u017ei\u0165 najpopul\u00e1rnej\u0161ie funkcie a ich pr\u00ednos pre va\u0161e procesy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Medzi 5 najob\u013e\u00fabenej\u0161\u00edch funkci\u00ed softv\u00e9ru call centra patr\u00ed:<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/interactive-voice-response-ivr\/\"><strong>Interakt\u00edvna hlasov\u00e1 odozva (IVR):<br\/><\/strong><\/a>Pomocou syst\u00e9mu automatickej odozvy m\u00f4\u017eete kvalifikova\u0165 a efekt\u00edvne rozdeli\u0165 volaj\u00facich medzi jednotliv\u00e9 oddelenia.\nVytvorte si jedine\u010dn\u00fd priebeh hovoru s a\u017e 10 krokmi a skr\u00e1\u0165te priemern\u00fa d\u013a\u017eku hovoru a\u017e o 40 %. <\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/international-numbers\/\"><strong>Medzin\u00e1rodn\u00e9 telef\u00f3nne \u010d\u00edsla:<br\/><\/strong><\/a>Volajte ako miestni na viac ako 160 medzin\u00e1rodn\u00fdch trhoch a roz\u0161\u00edrte vplyv svojej firmy.\nDosiahnite vy\u0161\u0161iu mieru vyzdvihnutia s lokalizovan\u00fdm form\u00e1tom \u010d\u00edsla a vyhnite sa drah\u00fdm poplatkom s miestnymi sadzbami a \u010d\u00edslami od 6 USD. <\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/power-dialer\/\"><strong>Power Dialer:<br\/><\/strong><\/a>Vyu\u017eite \u010das svojich agentov a oslovte ka\u017ed\u00fd de\u0148 3x viac potenci\u00e1lnych z\u00e1kazn\u00edkov.\nPride\u013ete agentom kampane so skriptami hovorov a prieskumami a zefekt\u00edvnite \u010dasovo n\u00e1ro\u010dn\u00fa alebo opakovan\u00fa administrat\u00edvnu pr\u00e1cu. <\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/integrations\/\"><strong>Integr\u00e1cie:<br\/><\/strong><\/a>Roz\u0161\u00edrte svoj profesion\u00e1lny technick\u00fd z\u00e1sobn\u00edk o viac ako 35 bezplatn\u00fdch integr\u00e1ci\u00ed a preme\u0148te svoj softv\u00e9r call centra na centralizovan\u00fa obchodn\u00fa platformu.\nJedn\u00fdm kliknut\u00edm pripoj\u00edte CRM, ERP, helpdesky, business intelligence a rie\u0161enia AI.   <\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/analytics\/\"><strong>Anal\u00fdza:<\/strong><\/a><br\/>Zjednotite v\u0161etky svoje \u00fadaje na jednom mieste.\nZ\u00edskajte pr\u00edstup ku v\u0161etk\u00e9mu, \u010do potrebujete vedie\u0165 o v\u00fdkone svojich agentov a \u0161tatistik\u00e1ch hovorov, vytv\u00e1rajte si vlastn\u00e9 reporty, robte predpovede a optimalizujte svoju strat\u00e9giu. <\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Typy softv\u00e9ru call centra<\/h2>\n\n\n\n<p>V z\u00e1vislosti od toho, koho sa op\u00fdtate, m\u00f4\u017eete na ot\u00e1zku &#8222;Ak\u00e9 s\u00fa r\u00f4zne typy softv\u00e9ru pre call centr\u00e1?&#8220; dosta\u0165 ve\u013emi odli\u0161n\u00e9 odpovede.\nMy sa pozrieme na naj\u0161ir\u0161iu defin\u00edciu a budeme diskutova\u0165 o dvoch hlavn\u00fdch typoch, preto\u017ee maj\u00fa najpodstatnej\u0161ie rozdiely. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1 On-Premise softv\u00e9r call centra<\/h3>\n\n\n\n<p>Ako u\u017e n\u00e1zov napoved\u00e1, softv\u00e9r pre call centr\u00e1 on-premise je rie\u0161enie fyzicky nain\u0161talovan\u00e9 v priestoroch spolo\u010dnosti.\nM\u00f4\u017ee vyu\u017e\u00edva\u0165 existuj\u00facu infra\u0161trukt\u00faru vr\u00e1tane pevn\u00fdch liniek, d\u00e1tov\u00fdch k\u00e1blov a serverov, ak s\u00fa u\u017e pr\u00edtomn\u00e9.   <\/p>\n\n\n\n<p>V opa\u010dnom pr\u00edpade si to m\u00f4\u017ee vy\u017eadova\u0165 rozsiahle \u00fasilie pri nastavovan\u00ed.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">V\u00fdhody<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Kontrola a prisp\u00f4sobenie<\/strong>: \u00fapln\u00e1 kontrola nad infra\u0161trukt\u00farou a mo\u017enos\u0165ami prisp\u00f4sobenia.<\/li>\n\n\n\n<li><strong>Bezpe\u010dnos\u0165 online<\/strong>: vn\u00edman\u00e1 vy\u0161\u0161ia bezpe\u010dnos\u0165 v\u010faka internej spr\u00e1ve.<\/li>\n\n\n\n<li><strong>Ni\u017e\u0161ie dlhodob\u00e9 n\u00e1klady<\/strong>: dlhodob\u00e9 n\u00e1klady na \u00fadr\u017ebu m\u00f4\u017eu by\u0165 lacnej\u0161ie ako n\u00e1klady na predplatn\u00e9 SaaS.<\/li>\n\n\n\n<li><strong>Existuj\u00faca infra\u0161trukt\u00fara:<\/strong> d\u00e1 sa \u013eahko integrova\u0165 s existuj\u00facimi syst\u00e9mami a datab\u00e1zami.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Nev\u00fdhody<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Obmedzen\u00e1 flexibilita:<\/strong> vy\u017eaduje si rozsiahlu pr\u00e1cu pri prid\u00e1van\u00ed nov\u00fdch funkci\u00ed a rie\u0161en\u00ed.<\/li>\n\n\n\n<li><strong>Miestne hrozby:<\/strong> je zranite\u013en\u00fd vo\u010di hrozb\u00e1m na mieste a vy\u017eaduje si spo\u013eahliv\u00e9 opatrenia na ich prevenciu.<\/li>\n\n\n\n<li><strong>Zna\u010dn\u00e9 po\u010diato\u010dn\u00e9 n\u00e1klady<\/strong>: vytvorenie potrebnej infra\u0161trukt\u00fary si vy\u017eaduje ve\u013ea pe\u0148az\u00ed a \u010dasu.<\/li>\n\n\n\n<li><strong>Geografick\u00e9 obmedzenia:<\/strong> m\u00f4\u017eu by\u0165 obmedzuj\u00face pre podniky s viacer\u00fdmi lokalitami alebo vzdialen\u00fdmi t\u00edmami.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">#2 Cloudov\u00fd softv\u00e9r call centra<\/h3>\n\n\n\n<p>Aby sme si osvie\u017eili to, \u010do sme uviedli v predch\u00e1dzaj\u00facej \u010dasti, cloudov\u00fd softv\u00e9r call centra, niekedy naz\u00fdvan\u00fd aj hostovan\u00fd alebo softv\u00e9r SaaS, je typ rie\u0161enia umiestnen\u00fd na extern\u00fdch serveroch tret\u00edch str\u00e1n, ku ktor\u00e9mu m\u00e1 pr\u00edstup ktoko\u013evek z ak\u00e9hoko\u013evek inteligentn\u00e9ho zariadenia so spr\u00e1vnou aplik\u00e1ciou a prihlasovac\u00edmi \u00fadajmi.  <\/p>\n\n\n\n<p>Namiesto toho, aby spolo\u010dnos\u0165 bola zodpovedn\u00e1 za zavedenie a priebe\u017en\u00e9 fungovanie, poskytovate\u013e softv\u00e9ru spravuje, aktualizuje a udr\u017eiava rie\u0161enie call centra v mene z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">V\u00fdhody<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\u0160k\u00e1lovate\u013enos\u0165:<\/strong> Jednoduch\u00e9 zvy\u0161ovanie alebo zni\u017eovanie na z\u00e1klade dopytu.<\/li>\n\n\n\n<li><strong>N\u00e1kladov\u00e1 efekt\u00edvnos\u0165:<\/strong> ni\u017e\u0161ie po\u010diato\u010dn\u00e9 n\u00e1klady; cena pod\u013ea potreby.<\/li>\n\n\n\n<li><strong>Dostupnos\u0165:<\/strong> pr\u00edstupn\u00fd odkia\u013eko\u013evek s pripojen\u00edm na internet; podporuje vzdialen\u00fd a distribuovan\u00fd t\u00edm<\/li>\n\n\n\n<li><strong>R\u00fdchla implement\u00e1cia:<\/strong> r\u00fdchlej\u0161ie nasadenie; menej \u010dasovo n\u00e1ro\u010dn\u00e9 nastavenie v porovnan\u00ed s lok\u00e1lnymi rie\u0161eniami.<\/li>\n\n\n\n<li><strong>Automatick\u00e9 aktualiz\u00e1cie<\/strong>: automatick\u00e9 aktualiz\u00e1cie a \u00fadr\u017eba, o ktor\u00e9 sa star\u00e1 poskytovate\u013e slu\u017eieb.<\/li>\n\n\n\n<li><strong>Obnova po hav\u00e1rii:<\/strong> vylep\u0161en\u00e1 obnova po hav\u00e1rii v\u010faka z\u00e1lohovaniu \u00fadajov a redundancii, ktor\u00e9 poskytuje poskytovate\u013e cloudu.<\/li>\n\n\n\n<li><strong>Geografick\u00e1 flexibilita:<\/strong> podporuje glob\u00e1lnu pracovn\u00fa silu dostupn\u00fa z r\u00f4znych miest.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Nev\u00fdhody<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Obmedzen\u00e1 kontrola:<\/strong> obmedzen\u00e9 mo\u017enosti prisp\u00f4sobenia a kontroly nad softv\u00e9rom v porovnan\u00ed s lok\u00e1lnymi rie\u0161eniami.<\/li>\n\n\n\n<li><strong>Z\u00e1vislos\u0165 od internetu<\/strong>: z\u00e1vis\u00ed od stabiln\u00e9ho a vysokor\u00fdchlostn\u00e9ho internetov\u00e9ho pripojenia; v\u00fdpadky v pr\u00edpade nedostupnosti internetu.<\/li>\n\n\n\n<li><strong>Obavy o bezpe\u010dnos\u0165 \u00fadajov<\/strong>: obavy o bezpe\u010dnos\u0165 a s\u00fakromie citliv\u00fdch \u00fadajov ulo\u017een\u00fdch v cloude.<\/li>\n\n\n\n<li><strong>Priebe\u017en\u00e9 n\u00e1klady na predplatn\u00e9<\/strong>: priebe\u017en\u00e9 n\u00e1klady na predplatn\u00e9 m\u00f4\u017eu \u010dasom narasta\u0165 a potenci\u00e1lne prekro\u010di\u0165 n\u00e1klady na lok\u00e1lne pou\u017e\u00edvanie.<\/li>\n\n\n\n<li><strong>Obmedzen\u00e1 vlastn\u00e1 integr\u00e1cia<\/strong>: integr\u00e1cia s niektor\u00fdmi lok\u00e1lnymi syst\u00e9mami m\u00f4\u017ee by\u0165 obmedzen\u00e1 alebo si m\u00f4\u017ee vy\u017eadova\u0165 dodato\u010dn\u00e9 \u00fasilie.<\/li>\n\n\n\n<li><strong>Potenci\u00e1lne zablokovanie dod\u00e1vate\u013ea:<\/strong> \u0165a\u017ekosti pri prechode na in\u00e9 rie\u0161enie\/ dod\u00e1vate\u013ea z d\u00f4vodu z\u00e1vislost\u00ed \u00fadajov a procesov.<\/li>\n\n\n\n<li><strong>Obmedzen\u00fd pr\u00edstup offline:<\/strong> m\u00f4\u017ee ma\u0165 obmedzenia funk\u010dnosti v offline re\u017eime alebo po\u010das v\u00fdpadkov internetu.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:46px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel is-style-image-left\" style=\"background-color:#FFF4FD\"><div class=\"cta-simple-panel-inner\">\n<figure class=\"wp-block-image size-large is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"560\" height=\"394\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/01\/alternative-pages-illustration4.svg\" alt=\"\" class=\"wp-image-201222\"\/><\/figure>\n\n\n\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-text-align-left\">Objavte viac  <\/p>\n\n\n\n<p>Typy call centier<\/p>\n<\/div><\/div>\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 wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/blog\/types-of-call-centers\/\">Zisti\u0165 viac<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ako drah\u00e9 je nasadenie softv\u00e9ru call centra?<\/h2>\n\n\n\n<p>Vzh\u013eadom na mno\u017estvo rie\u0161en\u00ed, ktor\u00e9 s\u00fa dnes na trhu k dispoz\u00edcii, sa n\u00e1klady na softv\u00e9r call centra m\u00f4\u017eu v\u00fdrazne l\u00ed\u0161i\u0165.\nCenu ovplyv\u0148uje viacero faktorov, tak\u017ee si m\u00f4\u017eete vybra\u0165 aspekty, ktor\u00e9 s\u00fa pre va\u0161u firmu najd\u00f4le\u017eitej\u0161ie, a pod\u013ea nich si vybra\u0165. <\/p>\n\n\n\n<p><strong>Medzi faktory ovplyv\u0148uj\u00face ceny softv\u00e9ru call centra patria:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Typ call centra:<\/strong><br\/>Ako bolo uveden\u00e9 v predch\u00e1dzaj\u00facej \u010dasti, rozdiel medzi on-premise a cloudov\u00fdm rie\u0161en\u00edm call centra je podstatn\u00fd.\nNapr\u00edklad so softv\u00e9rom, ako je <a href=\"https:\/\/test-staging.cloudtalk.io\/\">CloudTalk<\/a>, m\u00f4\u017eete za\u010da\u0165 <a href=\"https:\/\/test-staging.cloudtalk.io\/\">len za <strong> 25 USD na pou\u017e\u00edvate\u013ea\/mesiac<\/strong><\/a>. <br\/><br\/>Priame rie\u0161enie v\u00e1s pritom m\u00f4\u017ee st\u00e1\u0165 v priemere <strong> 500 a\u017e 2 000 USD<\/strong> za softv\u00e9rov\u00fa licenciu,<strong> 20 000 a\u017e 500 000<\/strong> USD za hardv\u00e9r a infra\u0161trukt\u00faru a <strong> viac ako 25 000 USD<\/strong> za samotn\u00e9 zriadenie.<\/li>\n\n\n\n<li><strong>Po\u010det pou\u017e\u00edvate\u013eov:<\/strong><br\/>Ceny softv\u00e9ru call centra z\u00e1visia od po\u010dtu pou\u017e\u00edvate\u013eov (licenci\u00ed), ktor\u00fdch chcete zapoji\u0165.\nSamozrejme, \u010d\u00edm vy\u0161\u0161\u00ed po\u010det, t\u00fdm vy\u0161\u0161ia cena.\nMnoh\u00ed poskytovatelia v\u0161ak pon\u00fakaj\u00fa mno\u017estevn\u00e9 z\u013eavy pre v\u00e4\u010d\u0161ie call centr\u00e1.    <\/li>\n\n\n\n<li><strong>Mno\u017estvo\/typ funkci\u00ed:<br\/><\/strong>\u010eal\u0161\u00edm d\u00f4le\u017eit\u00fdm cenov\u00fdm aspektom je pl\u00e1n, ktor\u00fd si chcete zak\u00fapi\u0165.\nTie sa zvy\u010dajne delia na <strong>\u00farovne<\/strong> <strong>Starter<\/strong>, <strong>Intermediate<\/strong>, <strong>Expert<\/strong> a <strong>Enterprise<\/strong>, pri\u010dom ceny sa pod\u013ea toho zvy\u0161uj\u00fa.\nTie maj\u00fa zvy\u010dajne \u0161trukt\u00faru platby za pou\u017e\u00edvate\u013ea\/mesiac.  <br\/><br\/>Poskytovatelia \u010dasto zamykaj\u00fa zlo\u017eitej\u0161ie funkcie za drah\u0161ie predplatn\u00e9, preto je v\u017edy dobr\u00e9 dvakr\u00e1t skontrolova\u0165, \u010di vybran\u00e9 rie\u0161enie pon\u00faka n\u00e1stroje (vr\u00e1tane integr\u00e1ci\u00ed), ktor\u00e9 potrebujete, za cenu, ktor\u00fa ste ochotn\u00ed zaplati\u0165.<br\/><br\/>Niekedy si m\u00f4\u017eete zak\u00fapi\u0165 \u0161pecifick\u00e9 funkcie ako samostatn\u00e9 doplnky ni\u017e\u0161ej \u00farovne, ale to m\u00f4\u017ee by\u0165 zriedkav\u00e9.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-us.googleusercontent.com\/TGQU3feKZcV8gJmN7jv5BGu-H-4sPx-zQrRlBCAtyYlz0xZzA_2XxnPfp-0g-NY8m_TlcrQdDM2gcau4Ep7L6iRQfH5JgLDRrM1h6log9fAi_QsgXPvBGwq2jeMvImVRDtk1raayZu-I7ZkWFE1ILN8\" alt=\"\"\/><\/figure>\n\n\n\n<div style=\"height:12px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Telef\u00f3nne \u010d\u00edsla a ceny hovorov:<\/strong><br\/>Bez telef\u00f3nneho \u010d\u00edsla nem\u00f4\u017eete vola\u0165.\nVo v\u0161eobecnosti poskytovatelia softv\u00e9ru pre call centr\u00e1 pon\u00fakaj\u00fa <strong>varianty<\/strong> <strong>miestnych<\/strong>, <strong>mobiln\u00fdch<\/strong>, <strong>bezplatn\u00fdch<\/strong> a <strong>medzin\u00e1rodn\u00fdch \u010d\u00edsel<\/strong>.\nTie sa zvy\u010dajne kupuj\u00fa jednotlivo a ich cena sa l\u00ed\u0161i v z\u00e1vislosti od typu a lokality.  <br\/><br\/>V tejto s\u00favislosti je potrebn\u00e9 zv\u00e1\u017ei\u0165 aj ceny hovorov (a SMS).\nNiektor\u00ed dod\u00e1vatelia SaaS pon\u00fakaj\u00fa predplaten\u00e9 bal\u00edky s predplatn\u00fdm, ale zvy\u010dajne sa m\u00f4\u017eete rozhodn\u00fa\u0165 aj pre \u0161trukt\u00faru &#8222;pay-as-you-go&#8220;.   <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Ako si vybra\u0165 spr\u00e1vny softv\u00e9r call centra?<\/h2>\n\n\n\n<p>Teraz, ke\u010f u\u017e lep\u0161ie rozumiete cen\u00e1m softv\u00e9ru pre call centr\u00e1, sta\u010d\u00ed n\u00e1js\u0165 poskytovate\u013ea, ktor\u00fd v\u00e1m vyhovuje.\nBohu\u017eia\u013e, to sa \u013eah\u0161ie povie, ako urob\u00ed.   <\/p>\n\n\n\n<p>Vyh\u013ead\u00e1vanie rie\u0161en\u00ed je \u010dasovo n\u00e1ro\u010dn\u00fd proces.\nAle vzh\u013eadom na skuto\u010dnos\u0165, \u017ee v\u00fdber nespr\u00e1vneho rie\u0161enia m\u00f4\u017ee sp\u00f4sobi\u0165 stratu pr\u00edjmov vo v\u00fd\u0161ke <a href=\"https:\/\/www.mckinsey.com\/~\/media\/mckinsey\/business%20functions\/people%20and%20organizational%20performance\/our%20insights\/the%20state%20of%20organizations%202023\/the-state-of-organizations-2023.pdf\" target=\"_blank\" rel=\"noopener\">8 &#8211; 28 %<\/a>, je to dobre str\u00e1ven\u00fd \u010das.\nDovo\u013ete n\u00e1m teda, aby sme v\u00e1m poskytli nieko\u013eko tipov, ktor\u00e9 v\u00e1m pom\u00f4\u017eu uisti\u0165 sa, \u017ee ste si vybrali spr\u00e1vny softv\u00e9r call centra pre va\u0161u firmu.    <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pri k\u00fape softv\u00e9ru pre call centr\u00e1 zv\u00e1\u017ete nasleduj\u00face skuto\u010dnosti:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Identifikujte svoje potreby:<\/strong><strong><br\/><\/strong>Sk\u00f4r ako n\u00e1jdete to &#8222;spr\u00e1vne&#8220; rie\u0161enie, mus\u00edte vedie\u0165, ak\u00e9 je.\nOdpor\u00fa\u010dame zhroma\u017edi\u0165 pr\u00edslu\u0161n\u00e9 zainteresovan\u00e9 strany z t\u00edmov, ktor\u00e9 bud\u00fa toto rie\u0161enie pou\u017e\u00edva\u0165, a identifikova\u0165 probl\u00e9my, ktor\u00e9 chcete vyrie\u0161i\u0165. <br\/><br\/>Mali by ste si ur\u010di\u0165 napr\u00edklad <strong>po\u010det pou\u017e\u00edvate\u013eov<\/strong>, <strong>konkr\u00e9tne pr\u00edpady pou\u017eitia<\/strong>, <strong>povinn\u00e9 funkcie a integr\u00e1cie<\/strong>, <strong>k\u013e\u00fa\u010dov\u00e9 geografick\u00e9 lokality<\/strong> a <strong>celkov\u00fd rozpo\u010det<\/strong> (na zavedenie a ro\u010dn\u00e9 n\u00e1klady).<br\/><\/li>\n\n\n\n<li><strong>Zozbierajte zoznam konkurentov:<\/strong><strong><br\/><\/strong>\u010eal\u0161\u00ed krok je celkom jednoduch\u00fd.\nPomocou nieko\u013ek\u00fdch vyh\u013ead\u00e1van\u00ed v slu\u017ebe Google budete m\u00f4c\u0165 n\u00e1js\u0165 mno\u017estvo poskytovate\u013eov, ktor\u00ed sa pribli\u017ene zhoduj\u00fa s cie\u013emi va\u0161ej organiz\u00e1cie.\nOdpor\u00fa\u010dame vytvori\u0165 si h\u00e1rok pribli\u017ene 10 potenci\u00e1lnych rie\u0161en\u00ed, aby ste mohli za\u010da\u0165 h\u013abkov\u00fd prieskum.  <br\/><\/li>\n\n\n\n<li><strong>Vytvorenie u\u017e\u0161ieho zoznamu:<\/strong><br\/>Na z\u00e1klade zoznamu po\u017eiadaviek m\u00f4\u017eete za\u010da\u0165 preh\u013ead\u00e1va\u0165 str\u00e1nky s <strong>rie\u0161eniami<\/strong>, <strong>funkciami<\/strong>, <strong>integr\u00e1ciou<\/strong> a <strong>cenami <\/strong>konkuren\u010dn\u00fdch produktov.\nTakto by ste mali pomerne r\u00fdchlo vyradi\u0165 nieko\u013eko kandid\u00e1tov a zostane v\u00e1m pribli\u017ene 5-7. <br\/><br\/>V tejto chv\u00edli odpor\u00fa\u010dame vyh\u013eada\u0165 na Googli <strong>&#8222;X candidate alternative&#8220;<\/strong>.\nV\u00e4\u010d\u0161ina spolo\u010dnost\u00ed SaaS vytv\u00e1ra str\u00e1nky na priame porovnanie so svojimi konkurentmi, ktor\u00e9 v\u00e1m m\u00f4\u017eu pom\u00f4c\u0165 \u010falej z\u00fa\u017ei\u0165 v\u00fdber. <br\/><\/li>\n\n\n\n<li><strong>Konzultova\u0165 recenzn\u00e9 port\u00e1ly:<\/strong><strong><br\/><\/strong>Ako ka\u017ed\u00fd dobr\u00fd spotrebite\u013e vie, nikdy by ste nemali bra\u0165 marketing ako nomin\u00e1lnu hodnotu.\nStr\u00e1nky ako <strong>G2<\/strong>, <strong>Capterra<\/strong> a <strong>TrustRadar<\/strong> umo\u017e\u0148uj\u00fa minul\u00fdm a s\u00fa\u010dasn\u00fdm pou\u017e\u00edvate\u013eom podeli\u0165 sa o svoje sk\u00fasenosti, aby ste sa mohli informovane rozhodn\u00fa\u0165, \u010do je fakt a \u010do fikcia. <br\/><br\/>Niektor\u00e9 veci, na ktor\u00e9 si treba d\u00e1va\u0165 pozor a ktor\u00e9 by v\u00e1s inak nemuseli napadn\u00fa\u0165, zah\u0155\u0148aj\u00fa <strong>vysok\u00fa kvalitu a spo\u013eahlivos\u0165 hovorov<\/strong>, <strong>nepretr\u017eit\u00fa z\u00e1kazn\u00edcku podporu<\/strong> a <strong>absenciu skryt\u00fdch n\u00e1kladov<\/strong>.\nPo tomto kroku by v\u00e1m malo zosta\u0165 3 a\u017e 5 realizovate\u013en\u00fdch rie\u0161en\u00ed. <br\/><\/li>\n\n\n\n<li><strong>Kontakt na predajcu<br\/><\/strong>Ke\u010f\u017ee v\u00e1m neost\u00e1va ni\u010d in\u00e9, je \u010das presk\u00fama\u0165 svoje mo\u017enosti.\nZaregistrujte sa na <strong>demo <\/strong>alebo <strong>bezplatn\u00fa sk\u00fa\u0161obn\u00fa verziu<\/strong> (ak je k dispoz\u00edcii) a prediskutujte svoje obchodn\u00e9 \u017eelania a potreby so samotn\u00fdmi poskytovate\u013emi. <br\/><br\/><strong>Vysk\u00fa\u0161ajte softv\u00e9r.\nZv\u00e1\u017ete pou\u017eite\u013enos\u0165. <\/strong>  Je \u013eahk\u00e9 sa s \u0148ou nau\u010di\u0165 pracova\u0165, alebo si bude vy\u017eadova\u0165 ve\u013ea tr\u00e9ningu, aby ste ju plne vyu\u017eili?  <strong>Ak\u00ed boli predajcovia?<\/strong>  Zdalo sa, \u017ee vedia, o \u010dom hovoria, alebo len tla\u010dia na predaj?  <strong>M\u00f4\u017eete z\u00edska\u0165 z\u013eavu?<br\/><\/strong><\/li>\n\n\n\n<li><strong>K\u00fapi\u0165 softv\u00e9r<\/strong><br\/>Po zodpovedan\u00ed v\u0161etk\u00fdch t\u00fdchto ot\u00e1zok by ste mali ma\u0165 v\u00ed\u0165aza.\nTeraz si u\u017e len mus\u00edte naposledy prejs\u0165 svoj zoznam a prekontrolova\u0165, \u010di je v\u0161etko tak, ako m\u00e1 by\u0165.\nA potom u\u017e len kliknite na tla\u010didlo <strong>&#8222;k\u00fapi\u0165<\/strong>&#8222;.  <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Ako za\u010da\u0165 so softv\u00e9rom call centra<\/h2>\n\n\n\n<p>Nastal okamih pravdy.\n\u010coskoro sa budete m\u00f4c\u0165 podeli\u0165 o t\u00fato nov\u00fa v\u00fdbavu so v\u0161etk\u00fdmi svojimi zamestnancami a o v\u00fdhody, ktor\u00e9 pon\u00faka, so svojimi z\u00e1kazn\u00edkmi.\nNepredbiehajte v\u0161ak.\nE\u0161te je potrebn\u00e9 urobi\u0165 jednu vec &#8211; <strong>nalodi\u0165 sa<\/strong>.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Tipy na \u00faspe\u0161n\u00e9 zavedenie softv\u00e9rov\u00e9ho rie\u0161enia call centra:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Napl\u00e1nujte zavedenie:<\/strong><strong><br\/><\/strong>N\u00e1\u0161 intern\u00fd prieskum v spolo\u010dnosti CloudTalk odhalil, \u017ee podniky m\u00f4\u017eu <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/scalability-lost-revenue\/\">strati\u0165 a\u017e <strong> 10 000 dol\u00e1rov<\/strong> <strong>denne<\/strong><\/a> kv\u00f4li prestojom sp\u00f4soben\u00fdm prechodom na nov\u00fd softv\u00e9r call centra.\nSta\u010d\u00ed poveda\u0165, \u017ee tento krok by ste mali bra\u0165 ve\u013emi v\u00e1\u017ene. <br\/><br\/>Komunikujte s obchodn\u00fdm a technick\u00fdm t\u00edmom poskytovate\u013ea a n\u00e1jdite d\u00e1tum a \u010das, ktor\u00fd nebude ma\u0165 negat\u00edvny vplyv na va\u0161u prev\u00e1dzku.\nTo sa m\u00f4\u017ee l\u00ed\u0161i\u0165 v z\u00e1vislosti od va\u0161ej firmy, ale spustenie softv\u00e9ru po\u010das <strong>v\u00edkendovej noci <\/strong>je \u010dasto najlep\u0161ou mo\u017enos\u0165ou. <br\/><\/li>\n\n\n\n<li><strong>Kombin\u00e1cia zav\u00e1dzania s migr\u00e1ciou \u00fadajov<\/strong><strong><br\/><\/strong>Ak m\u00e1te u\u017e existuj\u00face rie\u0161enie call centra alebo pou\u017e\u00edvate CRM, budete chcie\u0165 ma\u0165 v\u0161etky svoje \u00fadaje pripraven\u00e9, ke\u010f za\u010dnete pou\u017e\u00edva\u0165 nov\u00fd softv\u00e9r.\nPoskytovatelia \u010dasto dok\u00e1\u017eu migrova\u0165 \u00fadaje priamo po nastaven\u00ed, preto odpor\u00fa\u010dame dohodn\u00fa\u0165 sa na oboch krokoch s\u00fa\u010dasne. <br\/><\/li>\n\n\n\n<li><strong>Nastavenie \u010d\u00edsel<\/strong><strong><br\/><\/strong>K\u00fapa a nastavenie nov\u00e9ho \u010d\u00edsla je rozsiahlej\u0161\u00ed proces, ne\u017e by sa mohlo zda\u0165.\n\u010casto si vy\u017eaduje \u010fal\u0161ie dokumenty vr\u00e1tane potvrdenia o podnikan\u00ed a \u010fal\u0161\u00edch.\nTak\u017ee podobne ako pri migr\u00e1cii \u00fadajov, aj toto chcete ma\u0165 hotov\u00e9 \u010do najsk\u00f4r.  <br\/><br\/>Vyberte si miestne, mobiln\u00e9, bezplatn\u00e9 a medzin\u00e1rodn\u00e9 \u010d\u00edsla, ktor\u00e9 potrebujete pre svoju firmu, zv\u00e1\u017ete prenos niektor\u00fdch star\u00fdch \u010d\u00edsel, ak je to mo\u017en\u00e9, a poverte svojho z\u00e1stupcu pre \u00faspechy z\u00e1kazn\u00edkov.<br\/><\/li>\n\n\n\n<li><strong>Nastupte do svojho t\u00edmu<\/strong><strong><br\/><\/strong>Ke\u010f u\u017e m\u00e1te v\u0161etky pr\u00edpravn\u00e9 pr\u00e1ce za sebou, sta\u010d\u00ed, aby sa va\u0161i zamestnanci prisp\u00f4sobili nov\u00e9mu n\u00e1stroju.\nNajlep\u0161\u00ed sp\u00f4sob, ako to urobi\u0165, je napl\u00e1nova\u0165 si u poskytovate\u013ea <strong>uk\u00e1\u017eku produktu <\/strong>, nahra\u0165 ju pre bud\u00face pou\u017eitie a \u0161\u00edri\u0165 inform\u00e1cie \u010falej. <br\/><br\/>Prv\u00fdch p\u00e1r t\u00fd\u017ed\u0148ov bude ur\u010dite pln\u00fdch ot\u00e1zok a probl\u00e9mov, ale pokia\u013e m\u00e1te pr\u00edstup k spo\u013eahlivej podpore, v\u0161etko sa vyrie\u0161i.  <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Z\u00e1vere\u010dn\u00e9 volanie<\/h2>\n\n\n\n<p>Cloudov\u00fd softv\u00e9r call centra je najv\u00e4\u010d\u0161\u00edm v\u00fdvojom podnikovej komunik\u00e1cie od vzniku call centra v 60. rokoch minul\u00e9ho storo\u010dia.\nPon\u00faka najmodernej\u0161ie rie\u0161enia v oblasti automatiz\u00e1cie, umelej inteligencie a obchodnej inteligencie, ktor\u00e9 s\u00fa potrebn\u00e9 na to, aby modern\u00e1 spolo\u010dnos\u0165 udr\u017eala n\u00e1skok pred konkurenciou. <\/p>\n\n\n\n<p>Po pre\u010d\u00edtan\u00ed tohto \u010dl\u00e1nku m\u00e1te v\u0161etky inform\u00e1cie potrebn\u00e9 na zodpovedanie azda najd\u00f4le\u017eitej\u0161ej ot\u00e1zky v\u00e1\u0161ho call centra na nasleduj\u00facich 5 a\u017e 10 rokov.  <strong>Je \u010das na aktualiz\u00e1ciu?<\/strong><\/p>\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 wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">Kontaktujte sales<\/a><\/div>\n<\/div>\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\">\u010co ste na\u0161li v tomto \u010dl\u00e1nku?<\/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 \">\u010co je softv\u00e9r call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Softv\u00e9r call centra je technologick\u00e9 rie\u0161enie, ktor\u00e9 organiz\u00e1ci\u00e1m umo\u017e\u0148uje efekt\u00edvne spracov\u00e1va\u0165 a riadi\u0165 komunik\u00e1ciu so z\u00e1kazn\u00edkmi.<br \/>\n\u010casto zah\u0155\u0148a automatick\u00fa distrib\u00faciu hovorov, interakt\u00edvnu hlasov\u00fa odozvu a analytiku na zefekt\u00edvnenie \u010dinnosti call centra. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00fd je najlep\u0161\u00ed softv\u00e9r call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Ur\u010denie najlep\u0161ieho softv\u00e9ru call centra z\u00e1vis\u00ed od konkr\u00e9tnych potrieb podniku.<br \/>\nMedzi ob\u013e\u00faben\u00e9 mo\u017enosti patria CloudTalk, Aircall a 8&#215;8.<br \/>\nPresk\u00famanie funkci\u00ed, \u0161k\u00e1lovate\u013enosti a recenzi\u00ed z\u00e1kazn\u00edkov m\u00f4\u017ee pom\u00f4c\u0165 ur\u010di\u0165 najvhodnej\u0161ie rie\u0161enie.  <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00fd je rozdiel medzi softv\u00e9rom call centra a softv\u00e9rom kontaktn\u00e9ho centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Softv\u00e9r call centra sa zameriava predov\u0161etk\u00fdm na hlasov\u00e9 interakcie, zatia\u013e \u010do softv\u00e9r kontaktn\u00e9ho centra zah\u0155\u0148a \u0161ir\u0161ie spektrum vr\u00e1tane e-mailu, chatu a soci\u00e1lnych m\u00e9di\u00ed.<br \/>\nSoftv\u00e9r kontaktn\u00e9ho centra poskytuje viac v\u0161esmerov\u00fd pr\u00edstup k interakci\u00e1m so z\u00e1kazn\u00edkmi. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1673205890952\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 syst\u00e9my sa pou\u017e\u00edvaj\u00fa v call centr\u00e1ch?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Call centr\u00e1 pou\u017e\u00edvaj\u00fa r\u00f4zne syst\u00e9my vr\u00e1tane softv\u00e9ru call centra, syst\u00e9mov na riadenie vz\u0165ahov so z\u00e1kazn\u00edkmi (CRM), automatickej distrib\u00facie hovorov (ACD), interakt\u00edvnej hlasovej odozvy (IVR) a n\u00e1strojov na riadenie pracovnej sily na zlep\u0161enie komunik\u00e1cie a produktivity.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1705387473801\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako nastavi\u0165 softv\u00e9r call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Nastavenie softv\u00e9ru call centra zah\u0155\u0148a v\u00fdber vhodn\u00e9ho rie\u0161enia, in\u0161tal\u00e1ciu softv\u00e9ru, konfigur\u00e1ciu nastaven\u00ed, integr\u00e1ciu s existuj\u00facimi syst\u00e9mami, ako je CRM, \u0161kolenie zamestnancov a priebe\u017en\u00e9 monitorovanie optimaliz\u00e1cie.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1705387500562\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 s\u00fa \u0161tyri typy softv\u00e9ru call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u0160tyri hlavn\u00e9 typy call centier s\u00fa:<\/p>\n<p><strong>Inbound Call Centers:<\/strong><br \/><strong> Odch\u00e1dzaj\u00face call centr\u00e1:<\/strong> Vybavuj\u00fa prich\u00e1dzaj\u00face hovory od z\u00e1kazn\u00edkov, ktor\u00ed h\u013eadaj\u00fa podporu, inform\u00e1cie alebo pomoc: <br \/><strong> Zmie\u0161an\u00e9 call centr\u00e1 (Blended Call Centers): Call centr\u00e1<\/strong>, ktor\u00e9 sa zameriavaj\u00fa na uskuto\u010d\u0148ovanie odch\u00e1dzaj\u00facich hovorov, \u010dasto na \u00fa\u010dely telemarketingu, predaja alebo proakt\u00edvneho oslovovania z\u00e1kazn\u00edkov: Kombinuj\u00fa \u010dinnosti prich\u00e1dzaj\u00facich aj odch\u00e1dzaj\u00facich hovorov a umo\u017e\u0148uj\u00fa agentom vybavova\u0165 r\u00f4zne typy hovorov.<br \/><strong>Virtu\u00e1lne call centr\u00e1:<\/strong> Pracuj\u00fa so vzdialen\u00fdmi agentmi, ktor\u00ed s\u00fa \u010dasto rozmiestnen\u00ed na r\u00f4znych miestach, \u010do zabezpe\u010duje flexibilitu a n\u00e1kladov\u00fa efekt\u00edvnos\u0165.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1705387509092\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ko\u013eko stoj\u00ed softv\u00e9r call centra?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p><a href=\"https:\/\/www.cloudtalk.io\/blog\/how-much-does-call-center-software-cost\/\" target=\"_blank\" rel=\"noopener\">N\u00e1klady na softv\u00e9r call centra<\/a> sa l\u00ed\u0161ia v z\u00e1vislosti od funkci\u00ed, \u0161k\u00e1lovate\u013enosti a poskytovate\u013eov.<br \/>\nZ\u00e1kladn\u00e9 mo\u017enosti sa m\u00f4\u017eu pohybova\u0165 od 15 USD na pou\u017e\u00edvate\u013ea mesa\u010dne, zatia\u013e \u010do komplexnej\u0161ie rie\u0161enia sa m\u00f4\u017eu pohybova\u0165 od 50 do viac ako 150 USD na pou\u017e\u00edvate\u013ea mesa\u010dne.<br \/>\nPrisp\u00f4sobenie a \u010fal\u0161ie funkcie m\u00f4\u017eu by\u0165 spojen\u00e9 s \u010fal\u0161\u00edmi n\u00e1kladmi.  <\/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>Prv\u00e9 call centrum na svete otvorilo svoje br\u00e1ny v roku 1965. Teraz, takmer o 60 rokov nesk\u00f4r, sa zd\u00e1 by\u0165&#8230;<\/p>\n","protected":false},"author":127,"featured_media":203203,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[673],"tags":[],"class_list":["post-231834","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-centrum"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231834","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/users\/127"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=231834"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231834\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/203203"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=231834"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=231834"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=231834"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}