{"id":232083,"date":"2024-08-01T13:28:20","date_gmt":"2024-08-01T11:28:20","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/6-najlepsich-strategii-smerovania-ivr-pre-lepsie-sluzby-zakaznikom\/"},"modified":"2024-08-12T12:49:22","modified_gmt":"2024-08-12T10:49:22","slug":"6-najlepsich-strategii-smerovania-ivr-pre-lepsie-sluzby-zakaznikom","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/6-najlepsich-strategii-smerovania-ivr-pre-lepsie-sluzby-zakaznikom\/","title":{"rendered":"6 najlep\u0161\u00edch strat\u00e9gi\u00ed smerovania IVR pre lep\u0161ie slu\u017eby z\u00e1kazn\u00edkom"},"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\">6 najlep\u0161\u00edch strat\u00e9gi\u00ed smerovania IVR na zlep\u0161enie ciest z\u00e1kazn\u00edkov<\/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\/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\/signup\/\" 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-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1024x576.png\" alt=\"\" class=\"wp-image-209342\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1024x576.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-300x169.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-768x432.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1536x864.png 1536w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-2048x1152.png 2048w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1920x1080.png 1920w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-1320x742.png 1320w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-760x428.png 760w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-424x239.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-200x113.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/Unlock-Your-Full-Potential-With-Conversation-Intelligence-Software-88x50.png 88w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\"><a href=\"https:\/\/www.zendesk.co.uk\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\">Dve tretiny z\u00e1kazn\u00edkov<\/a>, ktor\u00ed veria, \u017ee sa spolo\u010dnos\u0165 zauj\u00edma o ich emocion\u00e1lny stav, sa pravdepodobne stan\u00fa opakovan\u00fdmi z\u00e1kazn\u00edkmi.\nA ni\u010d nehovor\u00ed &#8222;ste pre n\u00e1s cenn\u00ed&#8220; viac ako r\u00fdchla a efekt\u00edvna sk\u00fasenos\u0165 v call centre, ktor\u00e1 tie\u017e r\u00fdchlo vybuduje vz\u0165ahy so z\u00e1kazn\u00edkmi a ich lojalitu. <\/p>\n\n\n\n<p>Sp\u00f4sob, ak\u00fdm smerujete hovory z\u00e1kazn\u00edkov, m\u00e1 ve\u013ek\u00fd vplyv na r\u00fdchlos\u0165 a efekt\u00edvnos\u0165 rie\u0161enia hovorov.\nPreto je optimaliz\u00e1cia strat\u00e9gie smerovania kontaktn\u00e9ho centra jednou z najlep\u0161\u00edch vec\u00ed, ktor\u00e9 m\u00f4\u017eete urobi\u0165 pre svojich z\u00e1kazn\u00edkov <em>a <\/em>svoju firmu.   <\/p>\n\n\n\n<p>Technol\u00f3gia IVR pon\u00faka nieko\u013eko sofistikovan\u00fdch sp\u00f4sobov smerovania hovorov.\nTu si predstav\u00edme \u0161es\u0165 najlep\u0161\u00edch dostupn\u00fdch strat\u00e9gi\u00ed smerovania IVR. <\/p>\n\n\n\n<p><strong>K\u013e\u00fa\u010dov\u00e9 poznatky:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Spr\u00e1vna strat\u00e9gia smerovania IVR m\u00f4\u017ee v\u00fdrazne ovplyvni\u0165 priemern\u00fd \u010das \u010dakania a spokojnos\u0165 z\u00e1kazn\u00edkov, ktor\u00ed sa obr\u00e1tia na va\u0161e call centrum.<\/li>\n\n\n\n<li>Existuje mnoho sp\u00f4sobov smerovania hovorov IVR vr\u00e1tane smerovania pod\u013ea polohy z\u00e1kazn\u00edka, predch\u00e1dzaj\u00facich interakci\u00ed z\u00e1kazn\u00edka a dostupn\u00fdch zru\u010dnost\u00ed agenta.<\/li>\n\n\n\n<li>Cloudov\u00e9 rie\u0161enia IVR pon\u00fakaj\u00fa n\u00e1kladovo ve\u013emi efekt\u00edvny sp\u00f4sob implement\u00e1cie sofistikovan\u00fdch strat\u00e9gi\u00ed smerovania hovorov.\nPozrite si n\u00e1\u0161ho sprievodcu <a href=\"https:\/\/test-staging.cloudtalk.io\/ivr-phone-system-price\/\">cenami syst\u00e9mov IVR<\/a> a dozviete sa viac. <\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u010co je IVR a ako funguje?<\/h2>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/co-je-interaktivna-hlasova-odozva-ivrvyhody-a-nastavenie\/\">Interakt\u00edvna hlasov\u00e1 odozva (IVR<\/a> ) je syst\u00e9m, ktor\u00fd umo\u017e\u0148uje z\u00e1kazn\u00edkom komunikova\u0165 so syst\u00e9mom call centra, aby ich mohol nasmerova\u0165 na \u010do najr\u00fdchlej\u0161ie rie\u0161enie.  <\/p>\n\n\n\n<p>Ke\u010f volaj\u00faci kontaktuje va\u0161e call centrum, zvy\u010dajne sa pripoj\u00ed k menu IVR a zobraz\u00ed sa mu cel\u00fd rad mo\u017enost\u00ed.\nPotom si pomocou kl\u00e1vesnice alebo hlasu vyberie t\u00fa spr\u00e1vnu mo\u017enos\u0165.   <\/p>\n\n\n\n<p>V\u010faka automatickej distrib\u00facii hovorov (ACD) a funkcii smerovania hovorov syst\u00e9m presmeruje volaj\u00faceho na najlep\u0161ie miesto, kde dostane potrebn\u00e9 odpovede.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ako funguje hostovan\u00e9 kontaktn\u00e9 centrum<\/h3>\n\n\n\n<p>V pr\u00edpade hostovan\u00e9ho rie\u0161enia kontaktn\u00e9ho centra plat\u00edte predplatn\u00e9 poskytovate\u013eovi tretej strany, ktor\u00fd v\u00e1m potom poskytne pr\u00edstup k potrebn\u00e9mu hardv\u00e9ru a softv\u00e9ru.\nPoskytovate\u013e je zodpovedn\u00fd za aktualiz\u00e1ciu a \u00fadr\u017ebu rie\u0161enia, \u010d\u00edm v\u00e1m tieto starosti odpadaj\u00fa. <\/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\">Zv\u00fd\u0161te CSAT a zn\u00ed\u017ete odchod klientov pomocou 5 najlep\u0161\u00edch rie\u0161en\u00ed IVR 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\/2024\/03\/eBook-Best-IVR-solution-24-213x300.png\" alt=\"\" class=\"wp-image-202809\" style=\"object-fit:cover\" 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\">Najlep\u0161ie strat\u00e9gie smerovania IVR na zefekt\u00edvnenie interakcie so z\u00e1kazn\u00edkmi<\/h2>\n\n\n\n<p>Smerovanie hovorov IVR je \u0161pecifick\u00e1 podsekcia smerovania hovorov, ktor\u00e1 zah\u0155\u0148a presmerovanie volaj\u00facich na spr\u00e1vnu osobu pomocou interakt\u00edvnych hlasov\u00fdch v\u00fdziev.\nSmerovac\u00ed syst\u00e9m \u00fastne prehovor\u00ed ka\u017ed\u00e9ho z\u00e1kazn\u00edka prostredn\u00edctvom s\u00e9rie smerovac\u00edch pon\u00fak.   <\/p>\n\n\n\n<p>Ak sa chcete dozvedie\u0165 viac o smerovan\u00ed hovorov vo v\u0161eobecnosti, m\u00e1me pre v\u00e1s komplexn\u00e9ho sprievodcu <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/blog\/co-je-smerovanie-hovorov-a-ake-vyhody-vam-moze-priniest\/\">smerovan\u00edm hovorov<\/a>.<\/p>\n\n\n\n<p>Teraz sa po\u010fme venova\u0165 IVR poh\u00e1\u0148an\u00e9mu umelou inteligenciou.\nDok\u00e1\u017ee viac ne\u017e len smerova\u0165 z\u00e1kazn\u00edkov pod\u013ea rozpoznan\u00fdch hovoren\u00fdch pokynov alebo stla\u010den\u00ed kl\u00e1vesnice.\nDok\u00e1\u017ee inteligentne smerova\u0165 va\u0161ich z\u00e1kazn\u00edkov s vyu\u017eit\u00edm tak\u00fdch faktorov, ako s\u00fa \u00fadaje o z\u00e1kazn\u00edkoch z dostupn\u00fdch zdrojov, napr\u00edklad z prepojen\u00fdch syst\u00e9mov CRM.    <\/p>\n\n\n\n<p>Strat\u00e9gia smerovania IVR, ktor\u00fa si vyberiete, ur\u010d\u00ed, ako bude va\u0161e IVR distribuova\u0165 hovory.  <\/p>\n\n\n\n<p>Na v\u00fdber je nieko\u013eko strat\u00e9gi\u00ed smerovania IVR.\nPrejdime si niektor\u00e9 z najob\u013e\u00fabenej\u0161\u00edch: <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Priame smerovanie<\/h3>\n\n\n\n<p>Priame smerovanie je pomerne jednoduch\u00e9.\nVolaj\u00faci si m\u00f4\u017ee vybra\u0165 z viacer\u00fdch oddelen\u00ed\/slu\u017eieb a bude tam priamo presmerovan\u00fd.\nPravdepodobne pozn\u00e1te form\u00e1t kontaktn\u00e9ho centra &#8222;Stla\u010dte jeden pre predaj, stla\u010dte dva pre platby&#8230;&#8220;.\nPriame smerovanie v\u0161ak m\u00f4\u017ee fungova\u0165 aj prostredn\u00edctvom rozpozn\u00e1vania hlasu.   <\/p>\n\n\n\n<p>Povedzme napr\u00edklad, \u017ee prich\u00e1dzaj\u00faci volaj\u00faci chce zaplati\u0165 \u00fa\u010det.\nPri typickom <strong>nastaven\u00ed priameho smerovania<\/strong> sa ho IVR op\u00fdta, ktor\u00fa slu\u017ebu\/oddelenie po\u017eaduje.\nVolaj\u00faci povie nie\u010do ako &#8222;Platby&#8220; alebo &#8222;Zapla\u0165te m\u00f4j \u00fa\u010det&#8220; a IVR ho po\u0161le priamo na oddelenie platieb.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/h3>\n\n\n\n<p><a href=\"https:\/\/test-staging.cloudtalk.io\/skill-based-routing\/\">Smerovanie na z\u00e1klade zru\u010dnost\u00ed<\/a> je o nie\u010do zlo\u017eitej\u0161ie ako priame smerovanie a je u\u017eito\u010dn\u00e9 pre zlo\u017eitej\u0161ie hovory.  <\/p>\n\n\n\n<p>Napr\u00edklad centrum pomoci, ktor\u00e9 sa zaober\u00e1 technick\u00fdmi probl\u00e9mami, m\u00f4\u017ee vyu\u017e\u00edva\u0165 smerovanie zalo\u017een\u00e9 na zru\u010dnostiach, preto\u017ee volaj\u00faci pravdepodobne potrebuj\u00fa na vyrie\u0161enie svojich probl\u00e9mov \u0161pecifick\u00e9 zru\u010dnosti a znalosti.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"676\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1024x676.png\" alt=\"\" class=\"wp-image-209355\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1024x676.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-300x198.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-768x507.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-1124x742.png 1124w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-649x428.png 649w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-424x280.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-171x113.png 171w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups-88x58.png 88w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2024\/04\/IVR-route-to-speaking-groups.png 1373w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Pri strat\u00e9gii smerovania zalo\u017eenej na zru\u010dnostiach bude va\u0161e IVR zoh\u013ead\u0148ova\u0165 potreby z\u00e1kazn\u00edka pod\u013ea jeho odpoved\u00ed na mo\u017enosti ponuky.\nPotom porovn\u00e1 z\u00edskan\u00e9 inform\u00e1cie s \u00fadajmi o dostupn\u00fdch agentoch.\nPotom presmeruje volaj\u00faceho na najlep\u0161ieho mo\u017en\u00e9ho agenta, ktor\u00fd sp\u013a\u0148a jeho potreby.  <\/p>\n\n\n\n<p>Smerovanie zalo\u017een\u00e9 na zru\u010dnostiach spolu so siln\u00fdm t\u00edmom agentov je skvel\u00e9 na r\u00fdchle a efekt\u00edvne rie\u0161enie probl\u00e9mov z\u00e1kazn\u00edkov.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Inteligentn\u00e9 smerovanie na z\u00e1klade \u00fadajov<\/h3>\n\n\n\n<p>Inteligentn\u00e9 smerovanie IVR, niekedy zn\u00e1me ako <a href=\"https:\/\/test-staging.cloudtalk.io\/caller-based-routing\/\">smerovanie na z\u00e1klade volaj\u00faceho<\/a>, vyu\u017e\u00edva \u00fadaje, ktor\u00e9 u\u017e m\u00e1te, na ur\u010denie najlep\u0161ej trasy pre ka\u017ed\u00e9ho jednotliv\u00e9ho volaj\u00faceho.<\/p>\n\n\n\n<p>Rie\u0161enie pre podnikov\u00e9 hovory, ako je CloudTalk, sa v\u010faka zabudovanej funkcii IVR bez probl\u00e9mov integruje s n\u00e1strojmi, ako je CRM a marketingov\u00fd softv\u00e9r.\nDok\u00e1\u017ee \u010derpa\u0165 \u00fadaje z t\u00fdchto n\u00e1strojov, aby z\u00edskalo \u010do najlep\u0161ie inform\u00e1cie o prich\u00e1dzaj\u00facich volaj\u00facich, a na z\u00e1klade t\u00fdchto inform\u00e1ci\u00ed ich smerova\u0165. <\/p>\n\n\n\n<p>Napr\u00edklad predch\u00e1dzaj\u00faci agent mohol v syst\u00e9me CRM ozna\u010di\u0165, \u017ee konkr\u00e9tny z\u00e1kazn\u00edk m\u00e1 pretrv\u00e1vaj\u00faci probl\u00e9m.\nIVR potom m\u00f4\u017ee pou\u017ei\u0165 tieto \u00fadaje na presmerovanie z\u00e1kazn\u00edka na agenta, ktor\u00fd pozn\u00e1 jeho situ\u00e1ciu (mo\u017eno na toho ist\u00e9ho agenta), alebo na oddelenie, ktor\u00e9 je najlep\u0161ie vybaven\u00e9 na to, aby mu pomohlo. <\/p>\n\n\n\n<p>Inteligentn\u00e9 smerovanie na z\u00e1klade \u00fadajov poskytuje vysoko personalizovan\u00e9 slu\u017eby, ktor\u00e9 m\u00f4\u017eu z\u00e1kazn\u00edkom a agentom u\u0161etri\u0165 ve\u013ea \u010dasu.\nJe to skvel\u00e9 na pomoc z\u00e1kazn\u00edkom s vysokou hodnotou a na rie\u0161enie naliehav\u00fdch potrieb. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Smerovanie na z\u00e1klade \u010dasu<\/h3>\n\n\n\n<p>Smerovanie pod\u013ea \u010dasu smeruje hovory r\u00f4zne v z\u00e1vislosti od denn\u00e9ho \u010dasu.<\/p>\n\n\n\n<p>Napr\u00edklad po\u010das mimopracovn\u00fdch hod\u00edn m\u00f4\u017ee IVR presmerova\u0165 volaj\u00facich na va\u0161u slu\u017ebu mimo pracovnej doby alebo do hlasovej schr\u00e1nky.  <\/p>\n\n\n\n<p>Podobne, ak m\u00e1te z\u00e1kazn\u00edkov rozmiestnen\u00fdch po celom svete, hovory, ktor\u00e9 prich\u00e1dzaj\u00fa do jedn\u00e9ho \u010dasov\u00e9ho p\u00e1sma po\u010das mimopracovn\u00fdch hod\u00edn, m\u00f4\u017eu by\u0165 presmerovan\u00e9 na dostupn\u00e9ho agenta v inom \u010dasovom p\u00e1sme.<\/p>\n\n\n\n<p>Smerovanie pod\u013ea \u010dasu je skvel\u00e9 na odb\u00faranie stresu v \u010dasoch, ke\u010f je ve\u013ea pr\u00e1ce alebo m\u00e1lo zamestnancov.\nM\u00f4\u017ee tie\u017e u\u0161etri\u0165 z\u00e1kazn\u00edkov frustr\u00e1cie z \u010dakania na nedostupn\u00fdch agentov a \u010do najr\u00fdchlej\u0161ie ich spoji\u0165 s dostupn\u00fdm agentom alebo slu\u017ebou. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Smerovanie na z\u00e1klade polohy<\/h3>\n\n\n\n<p>Glob\u00e1lne podniky m\u00f4\u017eu ma\u0165 obrovsk\u00fd \u00fa\u017eitok zo smerovania na z\u00e1klade polohy.\nNamiesto toho, aby sa z\u00e1kazn\u00edci dostali do centralizovan\u00e9ho call centra, kde agenti nemusia by\u0165 vybaven\u00ed na rie\u0161enie \u0161pecifick\u00fdch region\u00e1lnych probl\u00e9mov, smerovanie na z\u00e1klade polohy nasmeruje z\u00e1kazn\u00edkov na najvhodnej\u0161ie centrum alebo agenta pod\u013ea ich polohy. <\/p>\n\n\n\n<p>Predpokladajme napr\u00edklad, \u017ee m\u00e1te firmu s pobo\u010dkami po celej Eur\u00f3pe.\nSmerovanie na z\u00e1klade polohy m\u00f4\u017ee z\u00e1kazn\u00edkov nasmerova\u0165 do pobo\u010dky, ktor\u00e1 je im najbli\u017e\u0161ie. <\/p>\n\n\n\n<p>Smerovanie na z\u00e1klade polohy je vhodn\u00e9 pre v\u00e4\u010d\u0161ie podniky alebo podniky s glob\u00e1lnou pr\u00edtomnos\u0165ou.\nS poskytovate\u013eom komunik\u00e1cie zalo\u017eenej na cloude m\u00f4\u017eete \u013eahko vytvori\u0165 sie\u0165 agentov z\u00e1kazn\u00edckeho servisu, ktor\u00ed v\u00e1m poskytn\u00fa lok\u00e1lnu pr\u00edtomnos\u0165 po celom svete.\nNapr\u00edklad spolo\u010dnos\u0165 CloudTalk pon\u00faka najlep\u0161ie pokrytie na trhu s viac ako 160 <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/ziskajte-medzinarodne-virtualne-telefonne-cisla-pre-viac-ako-160-krajin\/\">medzin\u00e1rodn\u00fdmi \u010d\u00edslami<\/a>.  <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Samoobslu\u017en\u00e9 smerovanie<\/h3>\n\n\n\n<p>Samoobsluha je u mlad\u0161\u00edch gener\u00e1ci\u00ed mimoriadne ob\u013e\u00faben\u00e1.\nV roku 2022 <a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2023-10-30-adapting-to-the-customer-service-preferences-of-gen-z-and-millennials\" target=\"_blank\" rel=\"noopener\">spolo\u010dnos\u0165 Gartner zistila, \u017ee 38 %<\/a> z\u00e1kazn\u00edkov z mil\u00e9niovej gener\u00e1cie a gener\u00e1cie Z by sa vzdalo a ukon\u010dilo ak\u00fako\u013evek interakciu so z\u00e1kazn\u00edkom, ak by ju nemohli vyrie\u0161i\u0165 sami prostredn\u00edctvom samoobslu\u017enej automatiz\u00e1cie.   <\/p>\n\n\n\n<p>Samoobslu\u017en\u00e9 smerovanie je teda dobrou vo\u013ebou pre podniky s mlad\u0161\u00edmi z\u00e1kazn\u00edkmi.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"888\" height=\"698\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf.png\" alt=\"\" class=\"wp-image-184960\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf.png 888w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-300x236.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-768x604.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-545x428.png 545w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-424x333.png 424w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-144x113.png 144w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/10\/feature-call-flow-designer-atf-88x69.png 88w\" sizes=\"auto, (max-width: 888px) 100vw, 888px\" \/><\/figure>\n\n\n\n<p>Inteligentn\u00e9 IVR a n\u00e1stroje ako <a href=\"https:\/\/test-staging.cloudtalk.io\/sk\/nastroje-call-centra\/navrhar-toku-hovorov-vytvarajte-a-automatizujte-toky-hovorov\/\">Call Flow Designer<\/a> od spolo\u010dnosti CloudTalk u\u013eah\u010duj\u00fa nastavenie automatizovan\u00fdch samoobslu\u017en\u00fdch tr\u00e1s pre jednoduch\u0161ie transakcie.\nSo spr\u00e1vnymi \u00fadajmi a integr\u00e1ciami mo\u017eno napr\u00edklad prostredn\u00edctvom inteligentn\u00e9ho IVR \u013eahko uskuto\u010dni\u0165 tak\u00e9 veci, ako s\u00fa platby a stretnutia, bez potreby interakcie s \u013eudsk\u00fdm agentom. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Vyberte si spr\u00e1vnu strat\u00e9giu smerovania IVR a zv\u00fd\u0161te mieru FCR<\/h2>\n\n\n\n<p>M\u00e1te teda ve\u013ea mo\u017enost\u00ed pre svoju strat\u00e9giu smerovania hovorov IVR.\nVyberte si t\u00fa, ktor\u00e1 najlep\u0161ie vyhovuje va\u0161ej firme a va\u0161im z\u00e1kazn\u00edkom, alebo si vytvorte vlastn\u00fa, jedine\u010dn\u00fa strat\u00e9giu. <\/p>\n\n\n\n<p>Pomocou CloudTalk si m\u00f4\u017eete \u013eahko prisp\u00f4sobi\u0165 a vytvori\u0165 t\u00fa najlep\u0161iu strat\u00e9giu smerovania hovorov IVR.<\/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>Ak chcete zisti\u0165, ako funguje IVR, n\u00e1\u0161 intuit\u00edvny n\u00e1vrh\u00e1r toku hovorov a \u010fal\u0161ie funkcie<strong> <\/strong>, zavolajte n\u00e1m alebo za\u010dnite bezplatn\u00fa sk\u00fa\u0161obn\u00fa verziu.<\/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 has-text-align-center ct-block-article-faq-header\">\u010casto kladen\u00e9 ot\u00e1zky o smerovan\u00ed 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 \">Ktor\u00fd typ smerovania IVR je najlep\u0161\u00ed pre moju firmu?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Najlep\u0161\u00ed typ smerovania IVR pre va\u0161u firmu do ve\u013ekej miery z\u00e1vis\u00ed od toho, \u010do rob\u00edte, ako fungujete a \u010do preferuj\u00fa va\u0161i z\u00e1kazn\u00edci.<\/p>\n<p>Napr\u00edklad firma, ktor\u00e1 je rozpt\u00fdlen\u00e1 v nieko\u013ek\u00fdch krajin\u00e1ch, by mohla vyu\u017ei\u0165 strat\u00e9giu miestneho smerovania hovorov, ktor\u00e1 by z\u00e1kazn\u00edkov spojila s agentom, ktor\u00fd hovor\u00ed ich jazykom a pozn\u00e1 ich region\u00e1lne probl\u00e9my.<\/p>\n<p>Podnik s mlad\u0161ou z\u00e1kazn\u00edckou z\u00e1klad\u0148ou vyu\u017eije mno\u017estvo samoobslu\u017en\u00fdch mo\u017enost\u00ed.<br \/>\nStrat\u00e9gia samoobslu\u017en\u00e9ho smerovania presmeruje prich\u00e1dzaj\u00facich volaj\u00facich na mo\u017enosti samoobsluhy, ak je to mo\u017en\u00e9, a nie na agentov.   <\/p>\n<p>Ak je pravdepodobn\u00e9, \u017ee z\u00e1kazn\u00edci volaj\u00fa so zlo\u017eit\u00fdmi probl\u00e9mami, ktor\u00e9 si vy\u017eaduj\u00fa kvalifikovan\u00fa pomoc, strat\u00e9gia smerovania zalo\u017een\u00e1 na zru\u010dnostiach ich r\u00fdchlo spoj\u00ed s osobou, ktor\u00e1 m\u00e1 najlep\u0161iu kvalifik\u00e1ciu na to, aby im pomohla.<\/p>\n<p>Pri rozhodovan\u00ed o najlep\u0161ej strat\u00e9gii smerovania pre va\u0161u firmu preto myslite na to, \u010do <em>vy<\/em> a <em>va\u0161i<\/em> z\u00e1kazn\u00edci najviac potrebujete.<\/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 ACD?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Na presmerovanie hovorov na spr\u00e1vneho agenta alebo oddelenie sa pou\u017e\u00edva IVR (Interactive Voice Response) aj ACD (Automatic Call Distribution).<br \/>\nNie je to v\u0161ak to ist\u00e9. <\/p>\n<p>Syst\u00e9m ACD je v podstate smerova\u010d hovorov.<br \/>\nJe to technol\u00f3gia, ktor\u00e1 posiela volaj\u00facich k agentovi, slu\u017ebe alebo oddeleniu na z\u00e1klade strat\u00e9gie smerovania hovorov v podniku. <\/p>\n<p>Syst\u00e9m IVR sa tie\u017e podie\u013ea na smerovan\u00ed hovorov, ale zhroma\u017e\u010fuje \u00fadaje a komunikuje so z\u00e1kazn\u00edkmi, aby zistil, kam je pre ACD najlep\u0161ie ich posla\u0165.<\/p>\n<p>IVR a ACD teda nie s\u00fa protichodn\u00e9 syst\u00e9my, ale spolupracuj\u00fa.<br \/>\nIVR funguje ako &#8222;front of house&#8220; a poskytuje \u00fadaje ACD, ktor\u00fd potom r\u00fdchlo presmeruje z\u00e1kazn\u00edka k spr\u00e1vnemu agentovi\/slu\u017ebe. <\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1662054701629\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">Ako m\u00f4\u017eem nastavi\u0165 tok hovorov IVR?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Nastavenie toku hovorov IVR pomocou intuit\u00edvneho n\u00e1vrh\u00e1ra toku hovorov CloudTalk je jednoduch\u00e9.<br \/>\nM\u00f4\u017eete \u013eahko vytv\u00e1ra\u0165 \u00faplne individu\u00e1lne cesty hovorov z\u00e1kazn\u00edkov od za\u010diatku a\u017e do konca.<br \/>\nViac inform\u00e1ci\u00ed o tom, ako to funguje, n\u00e1jdete <a href=\"https:\/\/staging.cloudtalk.io\/call-flow-designer\/\" target=\"_blank\" rel=\"noopener\">tu<\/a>.  <\/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>Dve tretiny z\u00e1kazn\u00edkov, ktor\u00ed veria, \u017ee sa spolo\u010dnos\u0165 zauj\u00edma o ich emocion\u00e1lny stav, sa pravdepodobne stan\u00fa opakovan\u00fdmi z\u00e1kazn\u00edkmi. A ni\u010d&#8230;<\/p>\n","protected":false},"author":131,"featured_media":209351,"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-232083","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\/232083","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=232083"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/posts\/232083\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media\/209351"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/media?parent=232083"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/categories?post=232083"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/sk\/wp-json\/wp\/v2\/tags?post=232083"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}