{"id":51138,"date":"2023-01-25T13:46:26","date_gmt":"2023-01-25T12:46:26","guid":{"rendered":"https:\/\/www.soitron.com\/?p=51138"},"modified":"2023-12-27T09:51:36","modified_gmt":"2023-12-27T08:51:36","slug":"komunikace-s-pomoci-cloudu-spokojenejsi-zakaznici","status":"publish","type":"post","link":"https:\/\/new.soitron.com\/cs\/komunikace-s-pomoci-cloudu-spokojenejsi-zakaznici\/","title":{"rendered":"Komunikace s\u00a0pomoc\u00ed cloudu: spokojen\u011bj\u0161\u00ed z\u00e1kazn\u00edci a v\u011brn\u011bj\u0161\u00ed zam\u011bstnanci"},"content":{"rendered":"\n<p><strong>Z\u00edskat, a hlavn\u011b udr\u017eet z\u00e1kazn\u00edka v&nbsp;konkuren\u010dn\u00ed tla\u010denici p\u0159edstavuje celkem n\u00e1ro\u010dn\u00fd o\u0159\u00ed\u0161ek. A bu\u010fte si jisti, \u017ee kvalitn\u00ed produkt \u010di slu\u017eba p\u0159edstavuj\u00ed sice nutnou, ale nikoli posta\u010duj\u00edc\u00ed podm\u00ednku. O tom, jestli klient z\u016fstane nebo odejde ke konkurenci, rozhoduje, jakkoli to zn\u00ed dnes u\u017e ot\u0159epan\u011b, z\u00e1kaznick\u00e1 zku\u0161enost. A ta se rod\u00ed z&nbsp;komunikace. S&nbsp;cloudovou komunika\u010dn\u00ed platformou Webex dostanete tuhle veled\u016fle\u017eitou \u010d\u00e1st byznysu na vy\u0161\u0161\u00ed level.<\/strong><\/p>\n\n\n\n<p>Nejen pro retailov\u011b zam\u011b\u0159en\u00e9 spole\u010dnosti plat\u00ed, \u017ee prvn\u00ed, s&nbsp;k\u00fdm p\u0159ijde z\u00e1kazn\u00edk do styku, je n\u011bjak\u00e1 forma kontaktn\u00ed platformy, na ni\u017e se obrac\u00ed, kdy\u017e vyb\u00edr\u00e1, reklamuje zbo\u017e\u00ed nebo si t\u0159eba rezervuje term\u00edn prohl\u00eddky. A co si budeme pov\u00eddat, dne\u0161n\u00ed spot\u0159ebitel\u00e9 s&nbsp;digit\u00e1ln\u00edmi zku\u0161enostmi po\u017eaduj\u00ed rychlou, interaktivn\u00ed a personalizovanou odezvu. S&nbsp;ohledem na mno\u017estv\u00ed komunika\u010dn\u00edch kan\u00e1l\u016f a platforem m\u016f\u017ee b\u00fdt obt\u00ed\u017en\u00e9 udr\u017eet z\u00e1kaznickou cestu v mez\u00edch p\u0159ehlednosti a jednoduchosti.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rozbo\u0159te sila<\/h2>\n\n\n\n<p>A pr\u00e1v\u011b <a href=\"https:\/\/www.youtube.com\/watch?v=7UD8x08vivM\">Webex Contact Center (Webex CC)<\/a> p\u0159edstavuje platformu, kter\u00e1 na to byla designovan\u00e1. Nasazen\u00ed dovoluje odstranit komunika\u010dn\u00ed sila a vytvo\u0159it omnichannel prost\u0159ed\u00ed, v\u00a0n\u011bm\u017e spolupracuj\u00ed r\u016fznorod\u00e9 kan\u00e1ly: hlasov\u00e9 slu\u017eby, SMS, chatbot, web, Whats App, Facebook a dal\u0161\u00ed. Koncept jde ale nad r\u00e1mec pouh\u00e9ho jednoduch\u00e9ho spojen\u00ed se z\u00e1kazn\u00edkem. Sm\u011b\u0159uje toti\u017e i dovnit\u0159 firmy a propojuje komunikaci s\u00a0podnikov\u00fdmi obchodn\u00edmi syst\u00e9my a intern\u00edmi informacemi o klientech.<\/p>\n\n\n\n<p>A pr\u00e1v\u011b tohle spojen\u00ed, anal\u00fdza trend\u016f, zp\u011btn\u00e9 vazby nebo identifikace r\u016fzn\u00fdch ud\u00e1lost\u00ed v&nbsp;\u017eivot\u011b z\u00e1kazn\u00edka umo\u017e\u0148uj\u00ed posunout se k&nbsp;buzzwordu personalizovan\u00e9 z\u00e1kaznick\u00e9 zku\u0161enosti. M\u016f\u017eete nap\u0159\u00edklad nastavit automatick\u00fd proces, co se m\u00e1 st\u00e1t v&nbsp;komunikaci m\u011bs\u00edc p\u0159ed koncem smlouvy, t\u00fdden p\u0159ed koncem smlouvy, po vypr\u0161en\u00ed platnosti smlouvy. M\u016f\u017eete uzp\u016fsobit kontakty konkr\u00e9tn\u00edm typ\u016fm z\u00e1kazn\u00edk\u016f, t\u011bm v\u011brn\u00fdm, t\u011bm, kte\u0159\u00ed hodn\u011b utr\u00e1cej\u00ed, t\u011bm, kte\u0159\u00ed pou\u017e\u00edvaj\u00ed Apple i t\u011bm s&nbsp;Androidem\u2026<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Platforma jako slu\u017eba<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>Cisco postavilo celou platformu jako slu\u017ebu, jej\u00ed\u017e parametry se nastav\u00ed p\u0159esn\u011b podle konkr\u00e9tn\u00edho z\u00e1kazn\u00edka. V&nbsp;praxi si platformu od Cisca pronaj\u00edm\u00e1 partner (v tomto p\u0159\u00edpad\u011b my v&nbsp;Soitronu) a vlastn\u00edmu nasazen\u00ed mus\u00ed nutn\u011b p\u0159edch\u00e1zet analytick\u00e1 f\u00e1ze byznys proces\u016f u z\u00e1kazn\u00edka. Teprve pak n\u00e1sleduje implementace a nasazen\u00ed obchodn\u00edch proces\u016f do samotn\u00e9 platformy. D\u00edky tomu je zaji\u0161t\u011bna smysluplnost samotn\u00e9 investice.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Webex CC nepot\u0159ebuje slo\u017eit\u00e9 programov\u00e1n\u00ed<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>Webex CC je low code\/no code \u0159e\u0161en\u00edm. Jednotliv\u00e9 stavebn\u00ed bloky platformy lze v&nbsp;logice komunikace p\u0159esouvat bez nutnosti slo\u017eit\u00e9ho programov\u00e1n\u00ed. <em>\u201eTo p\u0159edstavuje rozhoduj\u00edc\u00ed v\u00fdhodu, proto\u017ee na vlastn\u00ed konkr\u00e9tn\u00ed konfiguraci se mohou pod\u00edlet p\u0159\u00edmo lid\u00e9 z&nbsp;obchodu, kte\u0159\u00ed nejl\u00e9pe vid\u00ed do detail\u016f vztah\u016f se z\u00e1kazn\u00edky,\u201c <\/em><strong>vysv\u011btluje Jaroslav Martan.<\/strong><\/p>\n\n\n\n<p>A proto\u017ee se pracuje se z\u00e1kaznick\u00fdmi daty, \u0159e\u0161\u00ed Webex CC pe\u010dliv\u011b i ot\u00e1zku bezpe\u010dnosti. Cloudov\u00e1 \u0159e\u0161en\u00ed Cisco dodr\u017euj\u00ed <a href=\"https:\/\/www.soitron.cz\/pravidla-kyberbezpecnosti-zprisni\/\">nejvy\u0161\u0161\u00ed bezpe\u010dnostn\u00ed standardy<\/a>. Nap\u0159\u00edklad obsah v\u0161ech telefonick\u00fdch hovor\u016f je za\u0161ifrov\u00e1n, tak\u017ee si jej nikdo nepovolan\u00fd nem\u016f\u017ee p\u0159ehr\u00e1t. Evropsk\u00fdm z\u00e1kazn\u00edk\u016fm Cisco garantuje dodr\u017eov\u00e1n\u00ed GDPR i to, \u017ee jejich data neopust\u00ed \u00fazem\u00ed EU.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1536\" height=\"1536\" src=\"https:\/\/www.soitron.cz\/wp-content\/uploads\/2023\/01\/cisco-expert-tip.png\" alt=\"kontaktne centra kresleny obrazok cisco expert tip\" class=\"wp-image-51143\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Oper\u00e1to\u0159i bez fluktuace<\/h2>\n\n\n\n<p>Webex CC ov\u0161em nep\u0159in\u00e1\u0161\u00ed benefity jen do vztah\u016f se z\u00e1kazn\u00edky. V&nbsp;dne\u0161n\u00edch podm\u00ednk\u00e1ch, kdy se za\u010dal v\u00fdrazn\u011b prosazovat hybridn\u00ed zp\u016fsob pr\u00e1ce, dovoluje zvolit model \u201ehome office\u201c oper\u00e1tor\u016f. Cloud umo\u017e\u0148uje, aby oper\u00e1to\u0159i pracovali odkudkoli a kdykoli. Webex CC tak odbour\u00e1v\u00e1 nejen v\u011bt\u0161inu on-premise hardware, server\u016f a dal\u0161\u00edch za\u0159\u00edzen\u00ed, vy\u017eaduj\u00edc\u00edch pravidelnou obnovu. S&nbsp;Webex CC odpad\u00e1 i pot\u0159eba budovat a udr\u017eovat fyzick\u00e9 \u201ecall centrum\u201c. Co\u017e \u0159e\u0161\u00ed i probl\u00e9m fluktuace zam\u011bstnanc\u016f, kter\u00e1 b\u00fdv\u00e1 v&nbsp;t\u011bchto klasick\u00fdch za\u0159\u00edzen\u00edch obrovsk\u00e1. Oper\u00e1to\u0159i, kte\u0159\u00ed pracuj\u00ed vzd\u00e1len\u011b, jsou spokojen\u011bj\u0161\u00ed, v\u011brn\u011bj\u0161\u00ed a ve fin\u00e1le toho mnohem v\u00edc v\u011bd\u00ed i o pot\u0159eb\u00e1ch z\u00e1kazn\u00edk\u016f. Nap\u0159\u00edklad u telekomunika\u010dn\u00edho giganta T-Mobile takto s&nbsp;pomoc\u00ed Webexu p\u0159esunuli z&nbsp;call center do remote prost\u0159ed\u00ed 12&nbsp;000 lid\u00ed!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rychl\u00e1 n\u00e1vratnost<\/h2>\n\n\n\n<p>Do detailu promy\u0161len\u00e1 konfigurace Webex CC p\u0159in\u00e1\u0161\u00ed p\u0159i nasazen\u00ed konkr\u00e9tn\u00ed a p\u0159esn\u011b vy\u010d\u00edsliteln\u00e9 \u00faspory. Analytici Forrester ve sv\u00e9 pr\u00e1ci \u201eTotal Economic Impact of Cisco Webex Contact Center\u201c spo\u010d\u00edtali n\u00e1vratnost investice do Webex CC na 13 m\u011bs\u00edc\u016f a ROI na 262 %! Cloudov\u00e1 platforma samoz\u0159ejm\u011b nem\u00e1 \u017e\u00e1dnou otev\u00edrac\u00ed dobu a vydr\u017e\u00ed bez probl\u00e9m\u016f z\u00e1p\u0159ah v re\u017eimu 24\/7. P\u0159edstavuje tak ide\u00e1ln\u00ed \u0159e\u0161en\u00ed pro e commerce, zdravotnictv\u00ed nebo t\u0159eba segment finan\u010dn\u00edch slu\u017eeb.<\/p>\n\n\n\n<p>Pokud se chcete o Webex CC dozv\u011bd\u011bt v\u00edc, pod\u00edvejte se na <a href=\"https:\/\/www.webex.com\/cloud-contact-center.html\">internet<\/a> nebo je\u0161t\u011b l\u00e9pe kontaktujte n\u00e1\u0161 t\u00fdm v&nbsp;Soitronu! (Marcel Vejmelka, Senior Business Consultant, email: marcel.vejmelka@soitron.com)<\/p>\n\n\n\n<div style=\"height:17px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>#CiscoExpertTip <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Z\u00edskat, a hlavn\u011b udr\u017eet z\u00e1kazn\u00edka v&nbsp;konkuren\u010dn\u00ed tla\u010denici p\u0159edstavuje celkem n\u00e1ro\u010dn\u00fd o\u0159\u00ed\u0161ek. A bu\u010fte si jisti, \u017ee kvalitn\u00ed produkt \u010di slu\u017eba p\u0159edstavuj\u00ed sice nutnou, ale nikoli posta\u010duj\u00edc\u00ed podm\u00ednku. O tom, jestli klient z\u016fstane nebo odejde ke konkurenci, rozhoduje, jakkoli to zn\u00ed dnes u\u017e ot\u0159epan\u011b, z\u00e1kaznick\u00e1 zku\u0161enost. A ta se rod\u00ed z&nbsp;komunikace. S&nbsp;cloudovou komunika\u010dn\u00ed platformou Webex dostanete [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":51143,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[143],"tags":[],"news_categories":[373],"class_list":["post-51138","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-cs","news_categories-komunikacni-reseni"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Komunikace s\u00a0pomoc\u00ed cloudu: spokojen\u011bj\u0161\u00ed z\u00e1kazn\u00edci | Soitron<\/title>\n<meta name=\"description\" content=\"Jestli klient z\u016fstane nebo odejde ke konkurenci, rozhoduje, jakkoli to zn\u00ed dnes u\u017e ot\u0159epan\u011b, z\u00e1kaznick\u00e1 zku\u0161enost. A ta se rod\u00ed z\u00a0komunikace.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Komunikace s\u00a0pomoc\u00ed cloudu: spokojen\u011bj\u0161\u00ed z\u00e1kazn\u00edci | Soitron\" \/>\n<meta property=\"og:description\" content=\"Jestli klient z\u016fstane nebo odejde ke konkurenci, rozhoduje, jakkoli to zn\u00ed dnes u\u017e ot\u0159epan\u011b, z\u00e1kaznick\u00e1 zku\u0161enost. A ta se rod\u00ed z\u00a0komunikace.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/new.soitron.com\/cloud-communication-makes-things-better\/\" \/>\n<meta property=\"og:site_name\" content=\"Soitron\" \/>\n<meta property=\"article:published_time\" content=\"2023-01-25T12:46:26+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-27T08:51:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/new.soitron.com\/wp-content\/uploads\/2023\/01\/cisco-expert-tip.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1536\" \/>\n\t<meta property=\"og:image:height\" content=\"1536\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Leona Dundrova\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Leona Dundrova\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Komunikace s\u00a0pomoc\u00ed cloudu: spokojen\u011bj\u0161\u00ed z\u00e1kazn\u00edci | Soitron","description":"Jestli klient z\u016fstane nebo odejde ke konkurenci, rozhoduje, jakkoli to zn\u00ed dnes u\u017e ot\u0159epan\u011b, z\u00e1kaznick\u00e1 zku\u0161enost. 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