{"id":231842,"date":"2024-07-31T12:23:49","date_gmt":"2024-07-31T10:23:49","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/acd-vs-ivr-aky-je-rozdiel-preco-pouzivat-oboje\/"},"modified":"2024-08-12T11:54:00","modified_gmt":"2024-08-12T09:54:00","slug":"acd-vs-ivr-aky-je-rozdiel-preco-pouzivat-oboje","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/acd-vs-ivr-aky-je-rozdiel-preco-pouzivat-oboje\/","title":{"rendered":"ACD vs. IVR: Ak\u00fd je rozdiel + pre\u010do pou\u017e\u00edva\u0165 oboje?"},"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: Pochopte obidve mo\u017enosti a pou\u017e\u00edvajte ich spolo\u010dne na zlep\u0161enie 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\/sk\/vyskusat-demo\/\" style=\"border-radius:3px\">KONTAKTUJTE PREDAJ<\/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\/sk\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\" style=\"border-radius:3px\">VYSK\u00da\u0160A\u0164 ZDARMA<\/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\">\u0160tatistiky nazna\u010duj\u00fa, \u017ee v\u00e4\u010d\u0161ina spolo\u010dnost\u00ed by mala prospech zo za\u010dlenenia ACD a IVR do svojich syst\u00e9mov.\nVedeli ste napr\u00edklad, \u017ee celosvetov\u00fd trh IVR mal v<a href=\"https:\/\/www.researchnester.com\/reports\/interactive-voice-response-market\/5245\" target=\"_blank\" rel=\"noopener\"> roku 2023<\/a> hodnotu pribli\u017ene<a href=\"https:\/\/www.researchnester.com\/reports\/interactive-voice-response-market\/5245\" target=\"_blank\" rel=\"noopener\"> 4,5 miliardy dol\u00e1rov<\/a>?   <\/p>\n\n\n\n<p>Predpoklad\u00e1 sa, \u017ee do roku 2036 sa tento po\u010det viac ako zdvojn\u00e1sob\u00ed, \u010do predstavuje rast o 6,5 % ro\u010dne.<\/p>\n\n\n\n<p>Samozrejme, existuje d\u00f4vod, pre\u010do s\u00fa tieto technol\u00f3gie tak\u00e9 roz\u0161\u00edren\u00e9.\nS\u00fa tak\u00e9 u\u017eito\u010dn\u00e9 na zv\u00fd\u0161enie produktivity call centra, \u017ee ich u\u017e nie je mo\u017en\u00e9 ignorova\u0165.\nVo svete call centier je relat\u00edvna v\u00fdhoda ACD vs. IVR hor\u00facou t\u00e9mou.\nPo\u010fme sa do nej ponori\u0165.   <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">K\u013e\u00fa\u010dov\u00e9 poznatky:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ACD a IVR pracuj\u00fa v tandeme s cie\u013eom zlep\u0161i\u0165 z\u00e1kazn\u00edcku sk\u00fasenos\u0165 skr\u00e1ten\u00edm priemernej d\u013a\u017eky hovoru a\u017e o 40 %.<\/li>\n\n\n\n<li>Pom\u00e1haj\u00fa zefekt\u00edvni\u0165 pracovn\u00e9 postupy a zn\u00ed\u017ei\u0165 z\u00e1\u0165a\u017e \u013eudsk\u00fdch pracovn\u00edkov, \u010d\u00edm im pom\u00e1haj\u00fa by\u0165 produkt\u00edvnej\u0161\u00ed.<\/li>\n\n\n\n<li>S\u00fa \u0161peci\u00e1lne navrhnut\u00e9 tak, aby skr\u00e1tili \u010das \u010dakania a ur\u00fdchlili rie\u0161enie hovorov a zabezpe\u010dili, \u017ee sa volaj\u00faci hne\u010f na prv\u00fdkr\u00e1t dovol\u00e1 spr\u00e1vnemu agentovi.<\/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\">Prevezmite \u00fapln\u00fa kontrolu nad prich\u00e1dzaj\u00facimi hovormi, navrhnite vlastn\u00e9 toky hovorov a poskytnite vynikaj\u00face CX s 5 najlep\u0161\u00edmi rie\u0161eniami 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\/\">\u010c\u00edtajte zadarmo<\/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>Ak\u00fd je teda rozdiel medzi ACD a IVR?\nObe s\u00fa funkciami dobr\u00e9ho rie\u0161enia pre podnikov\u00e9 hovory, ale je medzi nimi nieko\u013eko k\u013e\u00fa\u010dov\u00fdch rozdielov: <\/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>Parameter<\/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>Funkcia<\/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\">Presmeruje prich\u00e1dzaj\u00face hovory na najvhodnej\u0161ieho agenta v z\u00e1vislosti od vopred nastaven\u00fdch pravidiel.<\/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\">P\u00f4sob\u00ed ako virtu\u00e1lny recep\u010dn\u00fd, ktor\u00fd ur\u010duje z\u00e1mery z\u00e1kazn\u00edka a pod\u013ea toho riadi hovor.<\/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>Vlastnosti<\/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\">Triedi hovory do frontov v z\u00e1vislosti od faktorov, ako je priorita hovoru a dostupnos\u0165 agenta.<\/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\">Umo\u017e\u0148uje z\u00e1kazn\u00edkom dohodn\u00fa\u0165 sa na mo\u017enostiach samoobsluhy prostredn\u00edctvom hlasov\u00e9ho ovl\u00e1dania alebo vstupu z kl\u00e1vesnice.<\/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>\u00da\u010del<\/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\">Optimalizuje spr\u00e1vu hovorov.<\/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\">Optimalizuje z\u00e1kazn\u00edcku sk\u00fasenos\u0165.<\/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\">\u010co je ACD (automatick\u00e1 distrib\u00facia hovorov)?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/automatic-call-distribution-system-ga\/\">Automatick\u00e1 distrib\u00facia hovorov (ACD<\/a> ) je jedn\u00fdm z naju\u017eito\u010dnej\u0161\u00edch technick\u00fdch prvkov v s\u00faprave n\u00e1strojov modern\u00e9ho call centra.\nKe\u010f pr\u00edde hovor od z\u00e1kazn\u00edka, ACD ho presmeruje na pr\u00edslu\u0161n\u00e9ho agenta alebo ho nasmeruje do frontu. <\/p>\n\n\n\n<p>Tu s\u00fa uveden\u00e9 kroky, ktor\u00e9 sa pri \u0148om uplat\u0148uj\u00fa:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Identifikuje z\u00e1kazn\u00edka:<\/strong> ACD vyu\u017e\u00edva identifika\u010dn\u00fa technol\u00f3giu, ako je ID volaj\u00faceho, slu\u017eba identifik\u00e1cie vyto\u010den\u00e9ho \u010d\u00edsla alebo automatick\u00e1 identifik\u00e1cia \u010d\u00edsla, aby zistila, kto je na linke.<\/li>\n\n\n\n<li><strong>Ur\u010duje prioritu:<\/strong> Nie v\u0161etky hovory z\u00e1kazn\u00edkov s\u00fa rovnak\u00e9.\nACD m\u00f4\u017eete naprogramova\u0165 tak, aby uprednost\u0148oval niektor\u00e9 hovory pred in\u00fdmi.\nAk napr\u00edklad va\u0161a spolo\u010dnos\u0165 pon\u00faka pr\u00e9miov\u00fa slu\u017ebu, m\u00f4\u017ee zah\u0155\u0148a\u0165 pr\u00e1vo na presko\u010denie linky.\nV takom pr\u00edpade ACD zarad\u00ed hovor pr\u00e9miov\u00e9ho z\u00e1kazn\u00edka pred hovory nepr\u00e9miov\u00fdch z\u00e1kazn\u00edkov.   <\/li>\n\n\n\n<li><strong>Presmeruje hovor na agenta alebo do frontu:<\/strong> ACD pou\u017eije na presmerovanie hovoru distribu\u010dn\u00e9 pravidl\u00e1, ktor\u00e9 ste mu zadali.\nTypick\u00e9 faktory v t\u00fdchto pravidl\u00e1ch m\u00f4\u017eu zah\u0155\u0148a\u0165 dostupnos\u0165 agenta, geografick\u00fd zdroj hovoru, s\u00fabor zru\u010dnost\u00ed agenta alebo dokonca \u010das a d\u00e1tum. <\/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>Zdroj :<\/em> <em>https:\/\/leadsrain.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<p>Tu je nieko\u013eko be\u017en\u00fdch pr\u00edstupov k distrib\u00facii hovorov:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Pevn\u00e1 objedn\u00e1vka: <\/strong>Toto je najjednoduch\u0161ie nastavenie.\nAgenti s\u00fa na zozname a ke\u010f pr\u00edde hovor, syst\u00e9m ho presmeruje na osobu na za\u010diatku zoznamu, potom na druh\u00e9ho a tak \u010falej, k\u00fdm ho niekto neprijme. <\/li>\n\n\n\n<li><strong>Okru\u017en\u00e1:<\/strong> Podobne ako pri pevnom porad\u00ed s\u00fa v\u0161etci agenti na zozname.\nV tomto pr\u00edpade v\u0161ak ACD presmeruje hovor na \u010fal\u0161ieho dostupn\u00e9ho agenta v zozname v nepretr\u017eitej slu\u010dke.\nTento pr\u00edstup zabezpe\u010duje rovnomern\u00e9 rozdelenie hovorov medzi agentov.  <\/li>\n\n\n\n<li><strong>V\u00e1\u017een\u00e9: <\/strong>Tu sa do hry dost\u00e1vaj\u00fa zru\u010dnosti va\u0161ich agentov.\nAk pr\u00edde hovor, ktor\u00fd si vy\u017eaduje \u0161pecifick\u00e9 odborn\u00e9 znalosti, syst\u00e9m ho presmeruje na agenta, ktor\u00fd tieto znalosti m\u00e1. <\/li>\n\n\n\n<li><strong>S\u00fa\u010dasne:<\/strong> Smeruje hovor v\u0161etk\u00fdm agentom v zadanej skupine s\u00fa\u010dasne.\nHovor prevezme ten, ktor\u00fd ho prijme ako prv\u00fd. <\/li>\n\n\n\n<li><strong>Uniforma:<\/strong> Rozde\u013euje hovory pod\u013ea \u00farovne aktivity agenta.\nSmeruje hovory agentom, ktor\u00ed prijali najmenej hovorov alebo maj\u00fa najdlh\u0161\u00ed \u010das ne\u010dinnosti medzi hovormi. <\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je IVR (interakt\u00edvna hlasov\u00e1 odozva)?<\/h2>\n\n\n\n<p>Syst\u00e9m<a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-interaktivna-hlasova-odozva-ivrvyhody-a-nastavenie\/\"> interakt\u00edvnej hlasovej odozvy (IVR<\/a> ) najjednoduch\u0161ie priv\u00edta z\u00e1kazn\u00edkov a poskytne im ponuku mo\u017enost\u00ed.<\/p>\n\n\n\n<p>Ak ste niekedy volali na z\u00e1kazn\u00edcku podporu a po\u010duli ste spr\u00e1vu, ktor\u00e1 znela pribli\u017ene takto:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Ak chcete vykona\u0165 objedn\u00e1vku, stla\u010dte tla\u010didlo 1.<\/em><\/li>\n\n\n\n<li><em>Ak sa chcete op\u00fdta\u0165 na existuj\u00facu objedn\u00e1vku, stla\u010dte dvojku.<\/em><\/li>\n\n\n\n<li><em>V pr\u00edpade v\u0161etk\u00fdch ostatn\u00fdch ot\u00e1zok stla\u010dte tla\u010didlo tri.<\/em><\/li>\n<\/ul>\n\n\n\n<p>Potom ste komunikovali s IVR.<\/p>\n\n\n\n<p>Ponuky IVR ved\u00fa volaj\u00facich cez strom mo\u017enost\u00ed, aby im poskytli potrebn\u00fa pomoc.\nAk je ot\u00e1zka relat\u00edvne jednoduch\u00e1, z\u00e1kazn\u00edk m\u00f4\u017ee vyu\u017ei\u0165 samoobslu\u017en\u00e9 mo\u017enosti na vyrie\u0161enie probl\u00e9mu s\u00e1m, pri\u010dom si vypo\u010duje vopred nahrat\u00e9 inform\u00e1cie. <\/p>\n\n\n\n<p>Ak je po\u017eiadavka dostato\u010dne zlo\u017eit\u00e1, aby si vy\u017eadovala \u013eudsk\u00fa pozornos\u0165, IVR spolupracuje s ACD na presmerovan\u00ed hovoru na pr\u00edslu\u0161n\u00e9ho agenta.<\/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>Zdroj: https:\/\/fastcall.com\/<\/em><\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">ACD a IVR: pr\u00edklad zo \u017eivota<\/h2>\n\n\n\n<p>Definova\u0165 ACD a IVR je jedna vec, ale rozdiely medzi nimi sa \u013eah\u0161ie pochopia, ak si ich uk\u00e1\u017eeme na praktickom pr\u00edklade.  <\/p>\n\n\n\n<p>Pozrime sa teda na <strong>typick\u00fd scen\u00e1r hovoru so z\u00e1kazn\u00edkom<\/strong>.<\/p>\n\n\n\n<p>Predstavte si, \u017ee ste si pr\u00e1ve k\u00fapili nov\u00e9 auto s mesa\u010dnou spl\u00e1tkou.\nZ nejak\u00e9ho d\u00f4vodu v\u00e1m spl\u00e1tky nechodia z bankov\u00e9ho \u00fa\u010dtu a vy si to mus\u00edte overi\u0165 v spolo\u010dnosti. <\/p>\n\n\n\n<p>Zavol\u00e1te na linku z\u00e1kazn\u00edckej podpory.\n <strong>Syst\u00e9m IVR prijme v\u00e1\u0161 hovor<\/strong> a prehr\u00e1 \u0161tandardn\u00fd pozdrav: <\/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;Dobr\u00e9 r\u00e1no a vitajte v Lovely Cars. <\/em><br\/><em>Pros\u00edm, vyberte si z nasleduj\u00facich mo\u017enost\u00ed. <\/em><br\/><em>Ak chcete skontrolova\u0165 stav objedn\u00e1vky, stla\u010dte jednu z nich.<\/em><br\/><em>Ak chcete nahl\u00e1si\u0165 probl\u00e9m s existuj\u00facou objedn\u00e1vkou, stla\u010dte dvojku.<\/em><br\/><em>Pre ostatn\u00e9 ot\u00e1zky stla\u010dte trojku.&#8220;<\/em><br\/><br\/><\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div>\n\n\n\n<p>Rozhodnite sa, \u017ee druh\u00e1 mo\u017enos\u0165 je najvhodnej\u0161ia.\nStla\u010d\u00edte teda na kl\u00e1vesnici telef\u00f3nu dvojku a IVR v\u00e1s presunie na \u010fal\u0161iu f\u00e1zu stromu mo\u017enost\u00ed: <\/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;\u010eakujem.\nJe n\u00e1m \u013e\u00fato, \u017ee <\/em><br\/><em>  m\u00e1te probl\u00e9m so svojou objedn\u00e1vkou.  <\/em><br\/><em>Vyberte si z nasleduj\u00facich mo\u017enost\u00ed.<\/em><br\/><em>Ak chcete nahl\u00e1si\u0165 po\u0161koden\u00fd v\u00fdrobok, stla\u010dte tla\u010didlo 1.<\/em><br\/><em>Ak chcete po\u017eiada\u0165 o vr\u00e1tenie, stla\u010dte dvojku.<\/em><br\/><em>Pre \u010fal\u0161ie mo\u017enosti stla\u010dte tla\u010didlo tri.&#8220;<\/em><br\/><br\/><\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div>\n\n\n\n<p>Probl\u00e9m, ktor\u00fd m\u00e1te, sa v skuto\u010dnosti net\u00fdka samotn\u00e9ho produktu.\nVa\u0161e nov\u00e9 auto jazd\u00ed ako sen.\nNie, v\u00e1\u0161 probl\u00e9m je sk\u00f4r administrat\u00edvny.\nStla\u010d\u00edte tla\u010didlo tri.   <\/p>\n\n\n\n<p>Tu za\u010d\u00edna IVR <strong>pracova\u0165 v tandeme s ACD<\/strong>.\nAko sa pohybujete v strome, IVR prij\u00edma inform\u00e1cie, ktor\u00e9 mu poskytnete, a odovzd\u00e1va ich ACD. <\/p>\n\n\n\n<p>Ke\u010f v\u00e1s IVR dovedie tak \u010faleko, ako je to len mo\u017en\u00e9, <strong>spust\u00ed sa ACD a presmeruje v\u00e1\u0161 hovor<\/strong> na agenta, ktor\u00fd by v\u00e1m mal pom\u00f4c\u0165 vyrie\u0161i\u0165 v\u00e1\u0161 probl\u00e9m.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Mus\u00edte si vybra\u0165 medzi ACD alebo IVR?<\/h2>\n\n\n\n<p>Jednoduch\u00e1 odpove\u010f znie: &#8222;Nie, nem\u00e1te.&#8220;\nKvalitn\u00e9 rie\u0161enia call centra spravidla obsahuj\u00fa obidve funkcie, preto\u017ee ve\u013emi dobre spolupracuj\u00fa a prin\u00e1\u0161aj\u00fa \u0161irok\u00fa \u0161k\u00e1lu v\u00fdhod. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">V\u00fdhody pou\u017e\u00edvania IVR s ACD<\/h3>\n\n\n\n<p>Tu je len nieko\u013eko v\u00fdhod, ktor\u00e9 z\u00edskate, ak do pracovn\u00e9ho procesu svojho call centra za\u010dlen\u00edte IVR aj ACD:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Zlep\u0161enie sk\u00fasenost\u00ed z\u00e1kazn\u00edkov<\/h4>\n\n\n\n<p>A\u017e<a href=\"https:\/\/www.researchnester.com\/reports\/interactive-voice-response-market\/5245#market-analysis\" target=\"_blank\" rel=\"noopener\"> 30 % v\u0161etk\u00fdch z\u00e1kazn\u00edkov<\/a> zaves\u00ed telef\u00f3n, ak sa stretn\u00fa s pr\u00edli\u0161 komplikovan\u00fdm procesom obsluhy z\u00e1kazn\u00edka.\nTak\u017ee v\u0161etko, \u010do m\u00f4\u017eete urobi\u0165 pre zjednodu\u0161enie toho v\u00e1\u0161ho, je dobr\u00e1 spr\u00e1va. <\/p>\n\n\n\n<p>Okrem toho s\u00fa \u010dast\u00fdm probl\u00e9mom z\u00e1kazn\u00edkov dlh\u00e9 \u010dakacie lehoty.\nNikto nem\u00e1 r\u00e1d, ke\u010f mus\u00ed \u010daka\u0165 pol hodiny (alebo viac!) na rozhovor s agentom.\nBohu\u017eia\u013e, niekedy je to nevyhnutn\u00e9, ak je po\u010det hovorov obzvl\u00e1\u0161\u0165 vysok\u00fd.  <\/p>\n\n\n\n<p>Mana\u017e\u00e9ri autopo\u017ei\u010dovne<a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\"> Discover Cars<\/a> to ve\u013emi dobre vedia.\nZvl\u00e1dali nezvl\u00e1dnute\u013ene vysok\u00fd po\u010det hovorov, v d\u00f4sledku \u010doho museli z\u00e1kazn\u00edci \u010daka\u0165 pr\u00edli\u0161 dlho v radoch.\nCloudTalk im pomohol nastavi\u0165 syst\u00e9m IVR, ktor\u00fd:  <\/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\">Zv\u00fd\u0161enie mor\u00e1lky agentov<\/h4>\n\n\n\n<p>Okrem vysok\u00e9ho po\u010dtu hovorov m\u00f4\u017ee by\u0165 jedn\u00fdm z \u010fal\u0161\u00edch<a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/blog\/what-is-automatic-call-distribution-acd-7-signs-that-you-need-it\/\"> pr\u00edznakov potreby ACD<\/a> a IVR vo va\u0161om call centre n\u00edzka mor\u00e1lka zamestnancov.<\/p>\n\n\n\n<p>Nechcete, aby vznikla situ\u00e1cia, ke\u010f pre\u0165a\u017een\u00ed agenti neust\u00e1le rie\u0161ia mimoriadne vysok\u00fd po\u010det hovorov od nespokojn\u00fdch z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<p>Implement\u00e1cia syst\u00e9mu IVR a ACD tomu zabr\u00e1ni t\u00fdm, \u017ee zn\u00ed\u017ei za\u0165a\u017eenie va\u0161ich agentov.\nIVR odstra\u0148uje v\u0161etky jednoduch\u00e9 \u00falohy, ktor\u00e9 si z\u00e1kazn\u00edci m\u00f4\u017eu vyrie\u0161i\u0165 sami prostredn\u00edctvom samoobsluhy, a ACD zabezpe\u010duje, aby agenti vybavovali len hovory, ktor\u00e9 zodpovedaj\u00fa ich \u00farovni odbornosti. <\/p>\n\n\n\n<p>V\u00fdsledok?\nSpokojn\u00fd t\u00edm v call centre a vy\u0161\u0161ia miera udr\u017eania zamestnancov, tak\u017ee je to v\u00fdhra pre v\u0161etk\u00fdch. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Zn\u00ed\u017eenie prev\u00e1dzkov\u00fdch n\u00e1kladov<\/h4>\n\n\n\n<p>Pou\u017e\u00edvanie rie\u0161en\u00ed pre call centr\u00e1 IVR a ACD je skvel\u00fd sp\u00f4sob, ako zefekt\u00edvni\u0165 pracovn\u00e9 postupy a u\u0161etri\u0165 n\u00e1klady.<\/p>\n\n\n\n<p>V\u010faka t\u00fdmto inteligentn\u00fdm n\u00e1strojom toti\u017e m\u00f4\u017eete urobi\u0165 viac s men\u0161\u00edm mno\u017estvom pr\u00e1ce.\nPre t\u00edm agentov akejko\u013evek ve\u013ekosti bude v\u00e1\u0161 syst\u00e9m schopn\u00fd efekt\u00edvne spracova\u0165 ove\u013ea v\u00e4\u010d\u0161\u00ed po\u010det hovorov. <\/p>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\"> Ceny syst\u00e9mov<\/a> ACD a<a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\"> IVR<\/a> s\u00fa zvy\u010dajne zalo\u017een\u00e9 na jednoduchom modeli na licenciu.\nTo znamen\u00e1, \u017ee nielen\u017ee si udr\u017e\u00edte n\u00edzke n\u00e1klady, ale m\u00f4\u017eete tie\u017e presne predpoveda\u0165, ko\u013eko v\u00e1s bude syst\u00e9m st\u00e1\u0165 v strednodobom horizonte. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Vyu\u017eite na\u0161e ACD a IVR na skr\u00e1tenie priemern\u00e9ho trvania hovoru<\/h2>\n\n\n\n<p>CloudTalk poskytuje \u0161irok\u00fa \u0161k\u00e1lu rie\u0161en\u00ed pre modern\u00e9 call centr\u00e1 vr\u00e1tane \u0161pi\u010dkov\u00fdch n\u00e1strojov ACD a IVR, ktor\u00e9 dok\u00e1\u017eu skr\u00e1ti\u0165 priemern\u00fa d\u013a\u017eku hovoru o 40 %.\nV\u010faka smerovaniu zalo\u017een\u00e9mu na zru\u010dnostiach navy\u0161e dosiahnete zv\u00fd\u0161enie produktivity a\u017e o 25 % a z\u00e1rove\u0148 zv\u00fd\u0161ite spokojnos\u0165 z\u00e1kazn\u00edkov. <\/p>\n\n\n\n<p>To v\u0161ak nie je v\u0161etko.\nCloudTalk pon\u00faka aj integr\u00e1ciu s viac ako 35 platformami CRM a helpdesk, ako s\u00fa Salesforce, HubSpot, Pipedrive a Zendesk.\nTo znamen\u00e1, \u017ee m\u00f4\u017eete vyu\u017ei\u0165 svoje existuj\u00face \u00fadaje o z\u00e1kazn\u00edkoch na doladenie ponuky slu\u017eieb.  <\/p>\n\n\n\n<p>Chcete sa dozvedie\u0165 viac? Obr\u00e1\u0165te sa <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/vyskusat-demo\/\">na odborn\u00edka spolo\u010dnosti CloudTalk<\/a> a zistite, ako v\u00e1m IVR a ACD m\u00f4\u017eu pom\u00f4c\u0165 zefekt\u00edvni\u0165 fronty hovorov a zv\u00fd\u0161i\u0165 spokojnos\u0165 z\u00e1kazn\u00edkov.<\/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\">\u010casto kladen\u00e9 ot\u00e1zky t\u00fdkaj\u00face sa ACD a 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 \">Pre\u010do firmy pou\u017e\u00edvaj\u00fa menu IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Podniky pou\u017e\u00edvaj\u00fa menu IVR, preto\u017ee pom\u00e1haj\u00fa udr\u017eiava\u0165 efekt\u00edvne fungovanie call centier.<br \/>\nPon\u00fakaj\u00fa mo\u017enos\u0165 v\u00fdberu <a href=\"https:\/\/staging.cloudtalk.io\/blog\/ivr-self-service-best-practices\/\" target=\"_blank\" rel=\"noopener\">samoobslu\u017en\u00fdch mo\u017enost\u00ed pre<\/a> jednoduch\u00e9 ot\u00e1zky, \u010d\u00edm zni\u017euj\u00fa objem hovorov, ktor\u00e9 musia \u013eudsk\u00ed agenti vybavova\u0165, \u010do vedie k v\u00fdrazn\u00e9mu zv\u00fd\u0161eniu produktivity. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054689829\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 s\u00fa osved\u010den\u00e9 postupy nastavenia IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>IVR funguje najlep\u0161ie, ke\u010f sa riadite t\u00fdmito z\u00e1sadami:<br \/>&#8211; Zachovajte jednoduchos\u0165.<br \/>\nMajte v\u017edy pribli\u017ene tri alebo \u0161tyri mo\u017enosti<br \/>&#8211; Vyhnite sa tomu, aby z\u00e1kazn\u00edci opakovali inform\u00e1cie<br \/>&#8211; Uistite sa, \u017ee v\u0161etky inform\u00e1cie s\u00fa aktu\u00e1lne<br \/>&#8211; Poskytnite mo\u017enos\u0165 spoji\u0165 sa s \u013eudsk\u00fdm agentom <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ak\u00e9 pravidl\u00e1 smerovania m\u00f4\u017eete pou\u017ei\u0165 vo svojom call centre?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>M\u00f4\u017eete nastavi\u0165 \u013eubovo\u013en\u00fd algoritmus smerovania na z\u00e1klade faktorov, ako je dostupnos\u0165 agenta, jeho zru\u010dnosti, geografick\u00fd p\u00f4vod hovoru, denn\u00fd \u010das alebo \u0161tatistiky frontu.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1709720311330\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Z\u00edskate slu\u017eby ACD a IVR vo v\u0161etk\u00fdch pl\u00e1noch CloudTalk?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>\u00c1no.<br \/>\nV\u0161etky <a href=\"https:\/\/staging.cloudtalk.io\/pricing\/\/\" target=\"_blank\" rel=\"noopener\">tarify CloudTalk<\/a> obsahuj\u00fa neobmedzen\u00fd po\u010det prich\u00e1dzaj\u00facich a vn\u00fatrofiremn\u00fdch hovorov s automatickou distrib\u00faciou hovorov a IVR.<br \/>\n\u0160tandardom je aj podpora medzin\u00e1rodn\u00fdch \u010d\u00edsel a mobiln\u00fdch aplik\u00e1ci\u00ed.  <\/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>\u0160tatistiky nazna\u010duj\u00fa, \u017ee v\u00e4\u010d\u0161ina spolo\u010dnost\u00ed by mala prospech zo za\u010dlenenia ACD a IVR do svojich syst\u00e9mov. Vedeli ste napr\u00edklad, \u017ee&#8230;<\/p>\n","protected":false},"author":131,"featured_media":206053,"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-231842","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231842","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\/131"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/comments?post=231842"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231842\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/206053"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=231842"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=231842"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=231842"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}