{"id":231866,"date":"2024-07-31T13:06:45","date_gmt":"2024-07-31T11:06:45","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/13-osvedcenych-postupov-ivr-ktore-ohromia-volajucich-cloudtalk\/"},"modified":"2024-08-12T12:39:08","modified_gmt":"2024-08-12T10:39:08","slug":"13-osvedcenych-postupov-ivr-ktore-ohromia-volajucich-cloudtalk","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/13-osvedcenych-postupov-ivr-ktore-ohromia-volajucich-cloudtalk\/","title":{"rendered":"13 osved\u010den\u00fdch postupov IVR, ktor\u00e9 ohromia volaj\u00facich | CloudTalk"},"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\">13 osved\u010den\u00fdch postupov IVR na zabezpe\u010denie efekt\u00edvneho smerovania hovorov a skvel\u00e9ho CX<\/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\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2.png\" alt=\"\" class=\"wp-image-203086\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/02\/Cloudtalks-2024-Top-Sales-Software-Picks-2-88x50.png 88w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure><\/div>\n\n\n<p class=\"has-medium-font-size\">V spr\u00e1ve spolo\u010dnosti Salesforce sa uv\u00e1dza, \u017ee <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\" target=\"_blank\" rel=\"noopener\">88 %<\/a> z\u00e1kazn\u00edkov po sk\u00fasenostiach s dobr\u00fdm z\u00e1kazn\u00edckym servisom pravdepodobne uskuto\u010dn\u00ed opakovan\u00fd n\u00e1kup.\nNa druhej strane, zl\u00e9 sk\u00fasenosti znamenaj\u00fa, \u017ee sa priprav\u00edte o bud\u00face obchody. <\/p>\n\n\n\n<p>Slu\u017eba IVR je \u010dasto prv\u00fdm kontaktom z\u00e1kazn\u00edkov s t\u00edmom podpory a slu\u017eieb, a preto je pr\u00edle\u017eitos\u0165ou urobi\u0165 dobr\u00fd prv\u00fd dojem.  <\/p>\n\n\n\n<p>Dodr\u017eiavate osved\u010den\u00e9 postupy IVR, aby ste to dok\u00e1zali a zlep\u0161ili z\u00e1kazn\u00edcku sk\u00fasenos\u0165 (CX)?<\/p>\n\n\n\n<p>Zistite to ni\u017e\u0161ie.<\/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>Ponuky IVR s\u00fa \u00fa\u010dinn\u00fdm n\u00e1strojom na prisp\u00f4sobenie tokov hovorov jedine\u010dn\u00fdm potreb\u00e1m.\nZjednodu\u0161uj\u00fa v\u00e1m pr\u00e1cu a zr\u00fdch\u013euj\u00fa \u010das odozvy. <\/li>\n\n\n\n<li>IVR v\u00e1m pom\u00e1ha udr\u017eiava\u0165 \u0161tandardy slu\u017eieb z\u00e1kazn\u00edkom a konzistentnos\u0165 zna\u010dky.<\/li>\n\n\n\n<li>Optimalizovan\u00e9 menu IVR skracuje priemern\u00fd \u010das vybavenia a zvy\u0161uje vyrie\u0161enie prv\u00e9ho kontaktu t\u00fdm, \u017ee volaj\u00faci sa r\u00fdchlej\u0161ie a jednoduch\u0161ie dostan\u00fa k spr\u00e1vnemu agentovi.<\/li>\n\n\n\n<li>Usmernenia pre osved\u010den\u00e9 postupy IVR v\u00e1m pom\u00f4\u017eu optimalizova\u0165 IVR.<\/li>\n\n\n\n<li>CloudTalk IVR pom\u00e1ha v\u00e1\u0161mu t\u00edmu pracova\u0165 inteligentnej\u0161ie a poskytuje z\u00e1kazn\u00edkom slu\u017eby, ktor\u00e9 o\u010dak\u00e1vaj\u00fa.<\/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 kontrolu nad prich\u00e1dzaj\u00facimi hovormi, navrhnite vlastn\u00e9 toky hovorov a poskytnite vynikaj\u00face slu\u017eby CX.<\/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\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png\" alt=\"\" class=\"wp-image-202809\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png 213w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-303x428.png 303w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-300x424.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-80x113.png 80w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24-62x88.png 62w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/eBook-Best-IVR-solution-24.png 450w\" 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\/5-best-ivr-solutions\/\">\u010c\u00edtajte zadarmo<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">13 osved\u010den\u00fdch postupov IVR v call centre na zv\u00fd\u0161enie CX<\/h2>\n\n\n\n<p>Zvy\u0161uje v\u00e1\u0161 syst\u00e9m IVR produktivitu a poskytuje vynikaj\u00face CX?\nAk nie, \u010do m\u00f4\u017eete urobi\u0165 pre zlep\u0161enie? <\/p>\n\n\n\n<p>Presk\u00famame 13 osved\u010den\u00fdch postupov na efekt\u00edvne nastavenie a pou\u017e\u00edvanie <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-interaktivna-hlasova-odozva-ivrvyhody-a-nastavenie\/\">interakt\u00edvnej hlasovej odozvy<\/a> v prospech va\u0161ej firmy, zamestnancov a z\u00e1kazn\u00edkov:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Pou\u017e\u00edvanie vhodn\u00e9ho hlasu pre spr\u00e1vy<\/li>\n\n\n\n<li>Prisp\u00f4sobenie sa r\u00f4znym jazykom<\/li>\n\n\n\n<li>Zosta\u0148te vern\u00ed svojej zna\u010dke<\/li>\n\n\n\n<li>Kr\u00e1tke a jednoduch\u00e9 v\u00fdzvy<\/li>\n\n\n\n<li>Zjednodu\u0161te navig\u00e1ciu<\/li>\n\n\n\n<li>Zabezpe\u010dte r\u00fdchle spojenie s agentom<\/li>\n\n\n\n<li>Bu\u010fte \u00faprimn\u00ed v ot\u00e1zke \u010dakac\u00edch leh\u00f4t a pon\u00faknite sp\u00e4tn\u00e9 volania<\/li>\n\n\n\n<li>Pripojenie ku v\u0161etk\u00fdm hlavn\u00fdm oddeleniam<\/li>\n\n\n\n<li>Odpovede na \u010dasto kladen\u00e9 ot\u00e1zky v nahran\u00fdch spr\u00e1vach<\/li>\n\n\n\n<li>Nen\u00fa\u0165te volaj\u00facich, aby sa opakovali<\/li>\n\n\n\n<li>U\u013eah\u010dite presmerovanie po chybe<\/li>\n\n\n\n<li>Aktualizujte jed\u00e1lny l\u00edstok a inform\u00e1cie<\/li>\n\n\n\n<li>Vyu\u017e\u00edvanie \u00fadajov a analytiky na neust\u00e1le zlep\u0161ovanie<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">#1 Pou\u017e\u00edvanie vhodn\u00e9ho hlasu pre spr\u00e1vy<\/h3>\n\n\n\n<p>Z\u00e1kazn\u00edci pri kontakte s va\u0161ou spolo\u010dnos\u0165ou o\u010dak\u00e1vaj\u00fa interakciu podobn\u00fa \u013eudskej.\nV skuto\u010dnosti <a href=\"https:\/\/www.statista.com\/statistics\/818566\/preferred-channels-customer-service-issues-united-states\/\" target=\"_blank\" rel=\"noopener\">54 %<\/a> z\u00e1kazn\u00edkov uprednost\u0148uje pri rie\u0161en\u00ed probl\u00e9mov telefonick\u00e9 hovory.   <\/p>\n\n\n\n<p>Z toho logicky vypl\u00fdva, \u017ee najlep\u0161ie je ma\u0165 na druhej strane linky nie\u010do, \u010do znie aspo\u0148 \u013eudsky.  <\/p>\n\n\n\n<p>Vyhnite sa robotick\u00fdm hlasom.\nNamiesto toho si vyberte prirodzene znej\u00faci hlas.\nUistite sa tie\u017e, \u017ee ste zoh\u013eadnili pravdepodobn\u00fa jazykov\u00fa \u00farove\u0148 volaj\u00facich a \u017ee ponuka IVR je pre nich zrozumite\u013en\u00e1.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#2 prisp\u00f4sobenie sa r\u00f4znym jazykom<\/h3>\n\n\n\n<p>Pod\u013ea ned\u00e1vnej spr\u00e1vy americk\u00e9ho \u00faradu pre s\u010d\u00edtanie \u013eudu hovor\u00ed doma po anglicky <a href=\"https:\/\/www.census.gov\/content\/dam\/Census\/library\/publications\/2022\/acs\/acs-50.pdf\" target=\"_blank\" rel=\"noopener\">78 %<\/a> Ameri\u010danov.\nTo znamen\u00e1, \u017ee viac ako jeden z piatich americk\u00fdch spotrebite\u013eov uprednost\u0148uje in\u00fd jazyk ako angli\u010dtinu.\nAj v\u00e4\u010d\u0161ina podnikov na celom svete m\u00e1 medzin\u00e1rodn\u00fdch z\u00e1kazn\u00edkov, ktor\u00ed m\u00f4\u017eu hovori\u0165 r\u00f4znymi jazykmi.  <\/p>\n\n\n\n<p>Posledn\u00e1 vec, ktor\u00fa t\u00edto z\u00e1kazn\u00edci potrebuj\u00fa, je, aby ich vyko\u013eajilo menu IVR v nezn\u00e1mom alebo neob\u013e\u00fabenom jazyku.\nUmo\u017enite viacjazy\u010dn\u00fdm z\u00e1kazn\u00edkom komunikova\u0165 s va\u0161ou firmou v ich ob\u013e\u00fabenom jazyku. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#3 Zosta\u0148te vern\u00ed imid\u017eu svojej zna\u010dky<\/h3>\n\n\n\n<p>Vytvorili ste imid\u017e svojej zna\u010dky tak, aby oslovil cie\u013eov\u00fa skupinu.\nUrobte to ist\u00e9 aj so sk\u00fasenos\u0165ami so smerovan\u00edm hovorov, ktor\u00e9 poskytujete z\u00e1kazn\u00edkom, a budete odmenen\u00ed.   <\/p>\n\n\n\n<p>V ned\u00e1vnej \u0161t\u00fadii <a href=\"https:\/\/info.marq.com\/brand-consistency-thank-you\" target=\"_blank\" rel=\"noopener\">68 %<\/a> spolo\u010dnost\u00ed uviedlo, \u017ee konzistentnos\u0165 zna\u010dky zv\u00fd\u0161ila ich pr\u00edjmy o 10 % a\u017e viac ako 20 %.  <\/p>\n\n\n\n<p>Ak ste zn\u00e1mi svoj\u00edm hl\u00fapym, z\u00e1bavn\u00fdm marketingom, nezabudnite sa zabavi\u0165 aj pri pozdravoch IVR a hl\u00e1seniach na po\u010dkanie.\nAk ste pr\u00e9miov\u00e1, luxusn\u00e1 zna\u010dka, zachovajte form\u00e1lnos\u0165 a pri \u010dakan\u00ed z\u00e1kazn\u00edkov pou\u017eite klasick\u00fa hudbu. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#4 V\u00fdzvy s\u00fa kr\u00e1tke a jednoduch\u00e9<\/h3>\n\n\n\n<p>Jedn\u00fdm z najz\u00e1kladnej\u0161\u00edch osved\u010den\u00fdch postupov pri pou\u017e\u00edvan\u00ed IVR je, aby boli v\u00fdzvy v menu IVR r\u00fdchle a v\u00fdsti\u017en\u00e9.\nNenechajte volaj\u00facich \u010daka\u0165 ve\u010dne, k\u00fdm n\u00e1jdu po\u017eadovan\u00fa mo\u017enos\u0165.\nVo v\u0161eobecnosti obmedzte uv\u00edtacie spr\u00e1vy na 30 sek\u00fand alebo menej.  <\/p>\n\n\n\n<p>Sna\u017ete sa v jednej v\u00fdzve nepon\u00faka\u0165 viac ako p\u00e4\u0165 mo\u017enost\u00ed.\nZ tohto pravidla existuj\u00fa v\u00fdnimky &#8211; preto CloudTalk IVR umo\u017e\u0148uje a\u017e 10 mo\u017enost\u00ed &#8211; ale nemalo by to by\u0165 pravidlom.\nKa\u017edej mo\u017enosti venujte len nieko\u013eko sek\u00fand.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#5 Zjednodu\u0161te navig\u00e1ciu<\/h3>\n\n\n\n<p>Navrhnite ponuky IVR, ktor\u00e9 bud\u00fa ma\u0165 logick\u00fd priebeh.\nNa najvy\u0161\u0161ej \u00farovni by ste mali za\u010da\u0165 so v\u0161eobecn\u00fdmi mo\u017enos\u0165ami, ako s\u00fa napr\u00edklad oddelenia.\nDo prv\u00fdch pon\u00fak m\u00f4\u017eete zahrn\u00fa\u0165 popul\u00e1rne ciele, ako napr\u00edklad &#8222;uskuto\u010dni\u0165 platbu&#8220;.\nIntuit\u00edvne navrhnut\u00e9 ponuky znamenaj\u00fa, \u017ee v\u0161etko trv\u00e1 krat\u0161ie.   <\/p>\n\n\n\n<p><strong>Spolo\u010dnos\u0165 DiscoverCars, ktor\u00e1 si prenaj\u00edma aut\u00e1,<\/strong> pre\u0161la na slu\u017ebu CloudTalk a zistila, \u017ee inteligentn\u00e1 funkcia IVR jej prin\u00e1\u0161a mno\u017estvo v\u00fdhod.\nPo optimaliz\u00e1cii svojich pon\u00fak pre zjednodu\u0161enie toku hovorov r\u00fdchlo <strong>skr\u00e1tili \u010das \u010dakania o <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/discovercars-customer-story\/\"><strong>80%<\/strong><\/a>.\n <strong>O 20 % sa zn\u00ed\u017eila aj miera opusten\u00fdch hovorov.<\/strong>  <\/p>\n\n\n\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-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<div class=\"wp-block-ct-evo-quote-with-icon\"><p>V\u00fdhodou, ktor\u00fa si cen\u00edme najviac, je smerovanie hovorov.\nPomocou IVR presmerujeme z\u00e1kazn\u00edkov na agentov, ktor\u00ed hovoria ich jazykom.\nHovory m\u00f4\u017eeme rozde\u013eova\u0165 aj na z\u00e1klade f\u00e1zy, v ktorej sa z\u00e1kazn\u00edci nach\u00e1dzaj\u00fa v procese rezerv\u00e1cie, pri\u010dom vy\u0161\u0161iu prioritu maj\u00fa t\u00ed klienti, ktor\u00ed si vyzdvihuj\u00fa svoje vozidl\u00e1.  <\/p><div class=\"quote-cite\"><div class=\"quote-icon\"><img decoding=\"async\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/09\/logo-for-testimonials-2.png\" alt=\"Ikona cit\u00e1tu\"><\/div><cite>Issam Daoudi &#8211; Supervisor v DiscoverCars<\/cite><\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">#6 Zabezpe\u010dte r\u00fdchle oslovenie agenta<\/h3>\n\n\n\n<p>Niektor\u00ed volaj\u00faci s\u00fa spokojn\u00ed s mo\u017enos\u0165ami samoobsluhy.\nIn\u00ed uprednost\u0148uj\u00fa \u010do najr\u00fdchlej\u0161\u00ed rozhovor s \u010dlovekom.\nAj ke\u010f ich ponuka IVR s umelou inteligenciou m\u00f4\u017ee presmerova\u0165 na spr\u00e1vnu osobu, v\u017edy je najlep\u0161ie pon\u00faknu\u0165 priamu cestu k \u017eiv\u00e9mu agentovi.  <\/p>\n\n\n\n<p>Poskytnite toto priame spojenie jedn\u00e9mu zo svojich z\u00e1stupcov v prv\u00fdch ponuk\u00e1ch.\nPotom pou\u017e\u00edvate\u013eom t\u00fato mo\u017enos\u0165 pripome\u0148te, ak sa po v\u00fdzvach v ponuke zdaj\u00fa by\u0165 nerozhodn\u00ed. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#7 Bu\u010fte \u00faprimn\u00ed k \u010dakac\u00edm lehot\u00e1m a pon\u00faknite sp\u00e4tn\u00e9 volania<\/h3>\n\n\n\n<p>Nikto nem\u00e1 r\u00e1d \u010dakanie, ale z\u00e1kazn\u00edci s\u00fa ochotn\u00ed by\u0165 trpezlivej\u0161\u00ed, ak sa s nimi zaobch\u00e1dza \u010destne a transparentne.\nPrieskum spolo\u010dnosti WaitWhile uk\u00e1zal, \u017ee odhady a aktualiz\u00e1cie by zlep\u0161ili z\u00e1\u017eitok z \u010dakania takmer <a href=\"https:\/\/waitwhile.com\/blog\/consumer-survey-waiting-in-line\/\" target=\"_blank\" rel=\"noopener\">48 %<\/a> z\u00e1kazn\u00edkov. <\/p>\n\n\n\n<p>Implementujte rie\u0161enie IVR, ktor\u00e9 poskytuje funkciu <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/callback-2\/\">sp\u00e4tn\u00e9ho volania<\/a>.\nVolaj\u00faci tak nemusia dlho \u010daka\u0165.\nSp\u00e4tn\u00e9 volania tie\u017e od\u013eah\u010dia v\u00e1\u0161 t\u00edm v \u010dase najv\u00e4\u010d\u0161ej telefonickej \u0161pi\u010dky.\nUmo\u017e\u0148uj\u00fa im dovola\u0165 sa vo vhodnej\u0161om \u010dase.   <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#8 Pripojenie na v\u0161etky hlavn\u00e9 oddelenia<\/h3>\n\n\n\n<p>Osved\u010den\u00e9 postupy pre menu IVR stanovuj\u00fa, \u017ee volaj\u00faci sa m\u00f4\u017eu dovola\u0165 na ka\u017ed\u00e9 hlavn\u00e9 oddelenie.  <\/p>\n\n\n\n<p>Zabezpe\u010dte jednoduch\u00fd pr\u00edstup k hlavn\u00fdm oddeleniam pomocou mo\u017enost\u00ed smerovania v hornej \u010dasti stromu pon\u00fak.\nVo v\u0161eobecnosti s\u00fa ob\u013e\u00faben\u00e9 oddelenia ako faktur\u00e1cia, technick\u00e1 podpora, predaj a pl\u00e1novanie.   <\/p>\n\n\n\n<p>V ka\u017edom podmenu uve\u010fte v\u0161etky pr\u00edslu\u0161n\u00e9 oddelenia, na ktor\u00e9 sa volaj\u00faci m\u00f4\u017eu chcie\u0165 obr\u00e1ti\u0165.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#9 Odpovede na \u010dasto kladen\u00e9 ot\u00e1zky v nahran\u00fdch spr\u00e1vach<\/h3>\n\n\n\n<p><a href=\"https:\/\/go.emplifi.io\/rs\/284-ENW-442\/images\/Emplifi_Report_Consumer_Expectations_US_UK_EN.pdf\" target=\"_blank\" rel=\"noopener\">Viac ako tretina<\/a> z\u00e1kazn\u00edkov uprednost\u0148uje samoobslu\u017en\u00e9 mo\u017enosti rie\u0161enia probl\u00e9mu.\nA <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\" target=\"_blank\" rel=\"noopener\">56 %<\/a> z\u00e1kazn\u00edkov je otvoren\u00fdch vyu\u017e\u00edvaniu umelej inteligencie na zlep\u0161enie ich sk\u00fasenost\u00ed.\nMedzi osved\u010den\u00e9 postupy samoobsluhy IVR teda patr\u00ed zabezpe\u010denie odpoved\u00ed na jednoduch\u00e9 ot\u00e1zky bez \u00fa\u010dasti agenta.    <\/p>\n\n\n\n<p>Pou\u017e\u00edvajte IVR na presmerovanie hovorov ni\u017e\u0161ej \u00farovne a skr\u00e1tenie priemern\u00e9ho \u010dasu vybavenia (AHT) t\u00fdm, \u017ee presmerujete niektor\u00fdch volaj\u00facich na vopred nahrat\u00e9 spr\u00e1vy, ktor\u00e9 im poskytn\u00fa potrebn\u00e9 inform\u00e1cie.\nTento druh samoobsluhy pon\u00faka zjednodu\u0161en\u00fd z\u00e1\u017eitok zo slu\u017eieb z\u00e1kazn\u00edkom a zvy\u010dajne dosahuje lep\u0161ie rie\u0161enie prv\u00e9ho hovoru (FCR). <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#10 Nen\u00fa\u0165te volaj\u00facich, aby sa opakovali<\/h3>\n\n\n\n<p>Nikto sa ner\u00e1d opakuje, najm\u00e4 po\u010das vn\u00edmanej kr\u00edzy.\nZ prieskumu vypl\u00fdva, \u017ee <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_ie\/www\/PDF\/state-of-connected-customer-fifth-ed-comp.pdf\" target=\"_blank\" rel=\"noopener\">66 %<\/a> z\u00e1kazn\u00edkov mus\u00ed z\u00e1stupcom opakova\u0165 alebo op\u00e4tovne vysvet\u013eova\u0165 inform\u00e1cie. <\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"534\" height=\"433\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome.png\" alt=\"St&#x13A;pcov&#xFD; graf ukazuje, &#x17E;e v roku 2022 85 % spotrebite&#x13E;ov o&#x10D;ak&#xE1;va konzistentn&#xFA; interakciu medzi jednotliv&#xFD;mi oddeleniami, ale 66 % sa mus&#xED; &#x10D;asto opakova&#x165;\" class=\"wp-image-207530\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome.png 534w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-300x243.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-528x428.png 528w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-424x344.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-139x113.png 139w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/03\/state-of-connected-custome-88x71.png 88w\" sizes=\"auto, (max-width: 534px) 100vw, 534px\" \/><figcaption class=\"wp-element-caption\">Zdroj: https:\/\/www.salesforce.com\/<\/figcaption><\/figure>\n\n\n\n<p>Zlep\u0161ite svoje slu\u017eby CX pomocou softv\u00e9ru na podnikov\u00e9 hovory s umelou inteligenciou, ako je CloudTalk.\nIntegr\u00e1cie so syst\u00e9mom CRM umo\u017enia va\u0161im agentom z\u00edska\u0165 aktu\u00e1lne inform\u00e1cie o ka\u017edom volaj\u00facom.\nU\u0161etr\u00edte svojich z\u00e1kazn\u00edkov od opakovania a va\u0161i agenti bud\u00fa m\u00f4c\u0165 tie\u017e str\u00e1vi\u0165 viac \u010dasu h\u013eadan\u00edm rie\u0161enia.    <\/p>\n\n\n\n<p>Smerovanie zalo\u017een\u00e9 na zru\u010dnostiach navy\u0161e pom\u00e1ha zabezpe\u010di\u0165, aby sa volaj\u00faci dostal k agentovi, ktor\u00fd mu dok\u00e1\u017ee pom\u00f4c\u0165 hne\u010f pri prvom kontakte.\nT\u00fdm sa tie\u017e eliminuje potreba ich opakovania. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#11 U\u013eah\u010dite presmerovanie po chybe<\/h3>\n\n\n\n<p>Ka\u017ed\u00fd ob\u010das urob\u00ed chybu.\nAk volaj\u00faci skon\u010dia na nespr\u00e1vnom mieste, nechcete, aby museli zavesi\u0165 a za\u010da\u0165 proces odznova.\nM\u00f4\u017eu to jednoducho frustrovane vzda\u0165 &#8211; v takej situ\u00e1cii nikto nevyhr\u00e1!  <\/p>\n\n\n\n<p>Poskytnite im jednoduch\u00fd sp\u00f4sob, ako sa vr\u00e1ti\u0165 o krok sp\u00e4\u0165 prostredn\u00edctvom ponuky IVR.\nPomocou syst\u00e9mu rozpozn\u00e1vania hlasu by mohli poveda\u0165 &#8222;sp\u00e4\u0165&#8220; alebo vybra\u0165 \u010d\u00edslo, ktor\u00e9 by fungovalo ako tla\u010didlo sp\u00e4\u0165.\nIde o jednoduch\u00fd osved\u010den\u00fd postup n\u00e1vrhu IVR, ktor\u00fd zlep\u0161\u00ed sp\u00f4sob, ak\u00fdm sa z\u00e1kazn\u00edci pohybuj\u00fa vo va\u0161om syst\u00e9me smerovania hovorov.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#12 Udr\u017eujte menu a inform\u00e1cie aktu\u00e1lne<\/h3>\n\n\n\n<p>Po spusten\u00ed efekt\u00edvneho syst\u00e9mu IVR sa \u013eahko stane, \u017ee sa uspokoj\u00edte.\nVa\u0161a firma sa v\u0161ak \u010dasom vyv\u00edja a rastie.\nNiektor\u00e9 oddelenia alebo procesy sa mohli zmeni\u0165 alebo u\u017e neexistuj\u00fa.    <\/p>\n\n\n\n<p>V\u0161etky zmeny je potrebn\u00e9 prepoji\u0165 s ponukami IVR.\nMedzi d\u00f4le\u017eit\u00e9 aktualiz\u00e1cie patria aj pozdravy, spr\u00e1vy o podr\u017ean\u00ed, ozn\u00e1menia a ak\u00e9ko\u013evek in\u00e9 spr\u00e1vy. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#13 Pou\u017e\u00edvanie \u00fadajov a analytiky na neust\u00e1le zlep\u0161ovanie<\/h3>\n\n\n\n<p>Jedn\u00fdm z posledn\u00fdch osved\u010den\u00fdch postupov IVR v call centre je zabezpe\u010di\u0165, aby ste sa neust\u00e1le zlep\u0161ovali.  <\/p>\n\n\n\n<p>Pou\u017eite rie\u0161enie s umelou inteligenciou, ktor\u00e9 monitoruje a sleduje \u00fadaje o hovoroch. <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/analytika\/\">Zabudovan\u00e1 analytika<\/a> umo\u017e\u0148uje agentom a mana\u017e\u00e9rom vyhodnocova\u0165 d\u00f4le\u017eit\u00e9 metriky hovorov.\nMedzi k\u013e\u00fa\u010dov\u00e9 ukazovatele v\u00fdkonnosti slu\u017eieb patr\u00ed priemern\u00fd \u010das \u010dakania a miera opustenia hovoru. <\/p>\n\n\n\n<p>\u00dadaje pou\u017e\u00edvate\u013eov o navig\u00e1cii v menu IVR v\u00e1m tie\u017e pom\u00f4\u017eu z\u00edska\u0165 poznatky na zlep\u0161enie.Napr\u00edklad, ak je jedna z mo\u017enost\u00ed menu najvy\u0161\u0161ej \u00farovne vyberan\u00e1 len zriedka, nahra\u010fte ju ob\u013e\u00fabenej\u0161ou.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bonus: Najlep\u0161ie postupy zabezpe\u010denia IVR<\/h2>\n\n\n\n<p>Spolo\u010dnos\u0165 Adobe uv\u00e1dza, \u017ee <a href=\"https:\/\/blog.adobe.com\/en\/publish\/2022\/03\/15\/2022-trust-report-customer-trust-is-earned-or-broken-with-every-experience\" target=\"_blank\" rel=\"noopener\">72 %<\/a> spotrebite\u013eov d\u00f4veruje umelej inteligencii, aby zlep\u0161ila CX.\nKe\u010f t\u00fato d\u00f4veru poru\u0161\u00edte, riskujete, \u017ee strat\u00edte svojich z\u00e1kazn\u00edkov.   <\/p>\n\n\n\n<p>Presk\u00famame niektor\u00e9 osved\u010den\u00e9 postupy zabezpe\u010denia IVR na spr\u00e1vu \u00fadajov volaj\u00facich a ich ochranu pred podvodmi:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Pou\u017e\u00edvajte viac\u00farov\u0148ov\u00e9 overovanie toto\u017enosti<\/strong>: Zaznamen\u00e1vajte telef\u00f3nne \u010d\u00edsla z\u00e1kazn\u00edkov a pou\u017e\u00edvajte jednorazov\u00e9 SMS k\u00f3dy.<\/li>\n\n\n\n<li><strong>Nastavte si siln\u00e9 hesl\u00e1<\/strong>: Zabezpe\u010dte, aby pou\u017e\u00edvatelia mali dlh\u00e9 hesl\u00e1, ktor\u00e9 kombinuj\u00fa alfanumerick\u00e9 a numerick\u00e9 znaky.<\/li>\n\n\n\n<li><strong>Pozorne sledujte hovory mimo svojho regi\u00f3nu<\/strong>: Automaticky kontrolujte hovory, ktor\u00e9 nie s\u00fa na va\u0161ich geografick\u00fdch trhoch a m\u00f4\u017eu sa zda\u0165 podozriv\u00e9.<\/li>\n\n\n\n<li><strong>Zostavte zoznam blokov<\/strong>: Nechajte svoj t\u00edm prida\u0165 v\u0161etky podozriv\u00e9 \u010d\u00edsla alebo spamerov do komplexn\u00e9ho zoznamu blokovania.<\/li>\n\n\n\n<li><strong>Monitorovanie \u010dinnosti zamestnancov<\/strong>: Pomocou karty Sledovanie hovorov na ovl\u00e1dacom paneli CloudTalk m\u00f4\u017eete pod\u013ea potreby zobrazi\u0165 a skontrolova\u0165 \u010dinnosti ktor\u00e9hoko\u013evek pou\u017e\u00edvate\u013ea.  <\/li>\n\n\n\n<li><strong>Vy\u0161kolte svoj t\u00edm<\/strong>: Agenti a mana\u017e\u00e9ri musia rozpozna\u0165 pr\u00edznaky podvodn\u00e9ho volania.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">V\u00fdhody dodr\u017eiavania osved\u010den\u00fdch postupov IVR<\/h2>\n\n\n\n<p>Pre\u010do je d\u00f4le\u017eit\u00e9 pozna\u0165 osved\u010den\u00e9 postupy IVR, ako s\u00fa uveden\u00e9 tu, a dodr\u017eiava\u0165 ich vo va\u0161om call centre?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Poskytn\u00fa\u0165 volaj\u00facim viac mo\u017enost\u00ed samoobsluhy<\/li>\n\n\n\n<li>Zefekt\u00edvnite smerovanie hovorov<\/li>\n\n\n\n<li>Zlep\u0161enie rie\u0161enia prv\u00fdch hovorov (FCR)<\/li>\n<\/ul>\n\n\n\n<p>V \u010dase \u0161pi\u010dky dok\u00e1\u017ee jednoduch\u00fd oznam vybavi\u0165 zna\u010dn\u00fa \u010das\u0165 hovorov.\nDobre optimalizovan\u00e9 ponuky so <strong>samoobslu\u017en\u00fdmi mo\u017enos\u0165ami<\/strong> predstavuj\u00fa pre volaj\u00facich zjednodu\u0161en\u00fd z\u00e1\u017eitok.\nMnoh\u00ed z nich bud\u00fa schopn\u00ed n\u00e1js\u0165 to, \u010do potrebuj\u00fa, bez toho, aby museli zapoji\u0165 agenta.    <\/p>\n\n\n\n<p>A ak sa volaj\u00faci potrebuje spoji\u0165 s agentom, \u013eahko ovl\u00e1date\u013en\u00e1 ponuka zabezpe\u010d\u00ed, \u017ee hovory bud\u00fa <strong>presmerovan\u00e9 na spr\u00e1vneho agenta hne\u010f na prv\u00fd pokus<\/strong>.\n\u010c\u00edm r\u00fdchlej\u0161ie za\u010dne volaj\u00faci chatova\u0165 so z\u00e1stupcom podpory, t\u00fdm r\u00fdchlej\u0161ie sa dopracuje k rie\u0161eniu. <\/p>\n\n\n\n<p>V\u00e1\u0161 t\u00edm bude profitova\u0165 aj z efekt\u00edvnej\u0161ieho <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/co-je-smerovanie-hovorov-a-ake-vyhody-vam-moze-priniest\/\">smerovania hovorov<\/a>.\nAgenti nebud\u00fa musie\u0165 rie\u0161i\u0165 jednoduch\u00e9 hovory, ktor\u00e9 dok\u00e1\u017ee vyrie\u0161i\u0165 samoobsluha IVR, a bud\u00fa ma\u0165 viac \u010dasu na komplexn\u00e9 probl\u00e9my, \u010d\u00edm <strong>sa zv\u00fd\u0161i FCR<\/strong>.   <\/p>\n\n\n\n<p>Spolo\u010dnos\u0165 Nokia vyu\u017eila v\u00fdhody efekt\u00edvnej\u0161ieho smerovania hovorov (a \u010fal\u0161\u00edch funkci\u00ed), ke\u010f pre\u0161la na CloudTalk zo svojho predch\u00e1dzaj\u00faceho rie\u0161enia volania.\n <strong>Zv\u00fd\u0161ili produktivitu agentov o <\/strong><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nokia-customer-story-2\/\"><strong>10%<\/strong><\/a> a z\u00e1rove\u0148 <strong>skr\u00e1tili maxim\u00e1lny \u010das \u010dakania takmer o polovicu<\/strong>.   <\/p>\n\n\n\n<p>V\u00fdznam osved\u010den\u00fdch postupov IVR mo\u017eno vidie\u0165 aj v oblasti anal\u00fdzy \u00fadajov a v tom, ako to pom\u00e1ha zlep\u0161i\u0165 va\u0161e hospod\u00e1rske v\u00fdsledky.\n\u00dadaje z\u00edskan\u00e9 prostredn\u00edctvom IVR m\u00f4\u017eete vyu\u017ei\u0165 na zlep\u0161enie CX a sp\u00f4sobu, ak\u00fdm v\u00e1\u0161 t\u00edm vybavuje hovory.\nK\u013e\u00fa\u010dom je n\u00e1js\u0165 v\u00fdkonn\u00e9 rie\u0161enie s <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">cenou IVR<\/a>, ktor\u00e9 vyhovuje v\u00e1\u0161mu rozpo\u010dtu.  <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Zefekt\u00edvnenie ciest z\u00e1kazn\u00edkov pomocou IVR<\/h2>\n\n\n\n<p>Je na\u010dase zbavi\u0165 sa robotick\u00fdch a neintuit\u00edvnych IVR z minulosti.\nPotrebujete rie\u0161enie na volanie s umelou inteligenciou a IVR, ktor\u00e9 posiln\u00ed v\u00e1\u0161 t\u00edm a va\u0161ich z\u00e1kazn\u00edkov. <\/p>\n\n\n\n<p>Pomocou slu\u017eby CloudTalk m\u00f4\u017eete vytvori\u0165 <a href=\"https:\/\/test-staging.cloudtalk.io\/call-flow-designer\/\">tok hovorov<\/a>, ktor\u00fd va\u0161im t\u00edmom poskytne vizu\u00e1lne zobrazenie sk\u00fasenost\u00ed volaj\u00faceho.\nJe \u013eahk\u00e9 prid\u00e1va\u0165 alebo odstra\u0148ova\u0165 kroky v ponuke IVR a v procese smerovania hovorov.   <\/p>\n\n\n\n<p>Spolu s technol\u00f3giou automatickej distrib\u00facie hovorov m\u00f4\u017eete presmerova\u0165 hovory na \u013eubovo\u013en\u00e9 telef\u00f3nne \u010d\u00edslo alebo oddelenie, \u010do m\u00f4\u017ee skr\u00e1ti\u0165 priemern\u00fa d\u013a\u017eku hovoru o 40 % &#8211; \u010do znamen\u00e1 spokojnej\u0161\u00edch z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<p>Celkovo CloudTalk vytv\u00e1ra slu\u017ebu IVR, ktor\u00e1 u\u013eah\u010duje \u017eivot va\u0161im agentom aj z\u00e1kazn\u00edkom.<\/p>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#DFF0F6\"><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>Vysk\u00fa\u0161ajte syst\u00e9m IVR poh\u00e1\u0148an\u00fd umelou inteligenciou od spolo\u010dnosti CloudTalk zadarmo e\u0161te dnes!<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><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-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\/14-dnova-bezplatna-skusobna-verzia-cloudtalku\/\">Vysk\u00fa\u0161a\u0165 zdarma<\/a><\/div>\n<\/div>\n<\/div><\/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<h2 class=\"wp-block-heading ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky o osved\u010den\u00fdch postupoch IVR<\/h2>\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 \">Ak\u00fd je rozdiel medzi IVR a ACD?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>V pr\u00edpade<a href=\"https:\/\/staging.cloudtalk.io\/blog\/acd-vs-ivr\/\" target=\"_blank\" rel=\"noopener\"> IVR a ACD<\/a> existuje nieko\u013eko rozdielov.<br \/>\nACD automaticky presmeruje prich\u00e1dzaj\u00face hovory na dostupn\u00fdch agentov.<br \/>\nSmerovanie je zalo\u017een\u00e9 na pevne stanoven\u00fdch pravidl\u00e1ch, ako je najbli\u017e\u0161\u00ed dostupn\u00fd agent alebo smerovanie na z\u00e1klade zru\u010dnost\u00ed.    <\/p>\n<p>IVR je interakt\u00edvne menu, ktor\u00e9 zhroma\u017e\u010fuje \u00fadaje a usmer\u0148uje volaj\u00facich pomocou hlasov\u00fdch pokynov.<br \/>\nPou\u017e\u00edvatelia reaguj\u00fa na v\u00fdzvy na navig\u00e1ciu v menu a umo\u017e\u0148uj\u00fa samoobslu\u017en\u00e9 mo\u017enosti.   <\/p>\n<p>Rie\u0161enia poh\u00e1\u0148an\u00e9 umelou inteligenciou, ako je CloudTalk, kombinuj\u00fa IVR a ACD na zefekt\u00edvnenie smerovania hovorov.<\/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 rozdiel medzi IVR a IVA?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Interakt\u00edvny hlasov\u00fd asistent (IVA) a interakt\u00edvna hlasov\u00e1 odozva s\u00fa podobn\u00e9.<br \/>\nOba komunikuj\u00fa prostredn\u00edctvom hlasov\u00fdch v\u00fdziev a \u010dakaj\u00fa na odpovede volaj\u00faceho.   <\/p>\n<p>Ako teda rozpozna\u0165<a href=\"https:\/\/staging.cloudtalk.io\/blog\/iva-vs-ivr\/\" target=\"_blank\" rel=\"noopener\"> IVR a IVA<\/a>?<br \/>\nZvy\u010dajne sa rozli\u0161uj\u00fa pod\u013ea technol\u00f3gie, ktor\u00fa pou\u017e\u00edvaj\u00fa.<br \/>\nIVR tradi\u010dne pou\u017e\u00edva dvojt\u00f3nov\u00fa multifrekven\u010dn\u00fa signaliz\u00e1ciu (DTMF), ktor\u00e1 umo\u017e\u0148uje volaj\u00facim vyt\u00e1\u010da\u0165 \u010d\u00edsla na odpove\u010f alebo jednoduch\u00e9 hlasov\u00e9 v\u00fdzvy.    <\/p>\n<p>IVA vyu\u017e\u00edva spracovanie prirodzen\u00e9ho jazyka (NLP) na interpret\u00e1ciu re\u010di volaj\u00faceho a vedenie konverz\u00e1cie podobnej \u013eudskej.<br \/>\nSyst\u00e9my IVA m\u00f4\u017eu poskytova\u0165 samoobslu\u017en\u00e9 slu\u017eby pri zlo\u017eitej\u0161\u00edch probl\u00e9moch. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u010co je Visual IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Vizu\u00e1lne IVR je funkcia volacieho softv\u00e9ru, ktor\u00e1 umo\u017e\u0148uje volaj\u00facim prech\u00e1dza\u0165 ponukami IVR prostredn\u00edctvom rozhrania na obrazovke.<br \/>\nNamiesto po\u010d\u00favania v\u00fdziev a odpovedania tak m\u00f4\u017eu \u010d\u00edta\u0165 a \u0165uka\u0165 na mo\u017enosti na obrazovke telef\u00f3nu. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1673205890952\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">\u010co znamen\u00e1 optimaliz\u00e1cia IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Ponuky IVR m\u00f4\u017eu pom\u00f4c\u0165 alebo br\u00e1ni\u0165 CX.<br \/>\nNapr\u00edklad poskytovanie pr\u00edli\u0161 ve\u013ek\u00e9ho po\u010dtu mo\u017enost\u00ed menu m\u00f4\u017ee by\u0165 m\u00e4t\u00face.<br \/>\nM\u00f4\u017ee tie\u017e odradi\u0165 netrpezliv\u00fdch volaj\u00facich.  <\/p>\n<p>Syst\u00e9my IVR a smerovania hovorov musia by\u0165 optimalizovan\u00e9 tak, aby sp\u013a\u0148ali potreby a o\u010dak\u00e1vania z\u00e1kazn\u00edkov a aby v\u00e1\u0161mu t\u00edmu pomohli zvl\u00e1dnu\u0165 a vybavi\u0165 v\u00e4\u010d\u0161\u00ed po\u010det hovorov.<br \/>\nNajlep\u0161\u00ed postup optimaliz\u00e1cie IVR pom\u00e1ha n\u00e1js\u0165 rovnov\u00e1hu medzi samoobslu\u017en\u00fdmi mo\u017enos\u0165ami a smerovan\u00edm hovorov na agentov. <\/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>V spr\u00e1ve spolo\u010dnosti Salesforce sa uv\u00e1dza, \u017ee 88 % z\u00e1kazn\u00edkov po sk\u00fasenostiach s dobr\u00fdm z\u00e1kazn\u00edckym servisom pravdepodobne uskuto\u010dn\u00ed opakovan\u00fd n\u00e1kup&#8230;.<\/p>\n","protected":false},"author":131,"featured_media":201503,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[760],"tags":[],"class_list":["post-231866","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-skusenosti-zakaznikov"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231866","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=231866"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/231866\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/201503"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=231866"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=231866"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=231866"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}