{"id":5991,"date":"2016-11-16T09:48:00","date_gmt":"2016-11-16T08:48:00","guid":{"rendered":"https:\/\/www.soitron.com\/?post_type=case-studies&#038;p=5991"},"modified":"2023-02-17T15:06:37","modified_gmt":"2023-02-17T14:06:37","slug":"slovak-telekom-dokaze-pocuvat-vsetky-hovory-kontaktneho-centra","status":"publish","type":"case-studies","link":"https:\/\/new.soitron.com\/sk\/case-studies\/slovak-telekom-dokaze-pocuvat-vsetky-hovory-kontaktneho-centra\/","title":{"rendered":"Slovak Telekom dok\u00e1\u017ee &#8220;po\u010d\u00fava\u0165&#8221; v\u0161etky hovory z kontaktn\u00e9ho centra"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221;][vc_column]\n                        <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-banner-wrapper type-4\">\n                    <div>\n                        <figure class=\"background\">\n                            <img decoding=\"async\" src=\"https:\/\/new.soitron.com\/wp-content\/uploads\/2016\/11\/person-woman-hand-smartphone.jpg\">\n                        <\/figure>\n                                                <div class=\"container\">\n                            <h1 style=\"color:#fff\">SLOVAK TELEKOM DOK\u00c1\u017dE \u201ePO\u010c\u00daVA\u0164\u201c V\u0160ETKY HOVORY Z KONTAKTN\u00c9HO CENTRA<\/h1>\n                                                    <\/div>\n                    <\/div>\n                    \n                <\/div>\n            \n[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>po\u017eiadavky<\/h2>\n<ul>\n<li>Nahradi\u0165 manu\u00e1lny a \u010dasto nepresn\u00fd proces\u00a0zad\u00e1vania predmetu hovoru agentami\u00a0automatick\u00fdm a presnej\u0161\u00edm rie\u0161en\u00edm.<\/li>\n<li>Z\u00edska\u0165 lep\u0161\u00ed preh\u013ead o obsahu a trendoch\u00a0v\u0161etk\u00fdch telefon\u00e1tov v kontaktnom centre.<\/li>\n<li>Zefekt\u00edvni\u0165 hodnotenie pr\u00e1ce agentov\u00a0kontaktn\u00e9ho centra.<\/li>\n<li>Vy\u0165a\u017ei\u0165 z kontaktn\u00e9ho centra viac inform\u00e1ci\u00ed\u00a0u\u017eito\u010dn\u00fdch pre zlep\u0161enie firemn\u00fdch<br \/>\nprocesov a skvalitnenie z\u00e1kazn\u00edckych\u00a0slu\u017eieb.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>Rie\u0161enie<\/h2>\n<ul>\n<li>Nasadenie syst\u00e9mu pre anal\u00fdzu hovorov\u00a0(Speech Analytics) od spolo\u010dnosti<br \/>\nVerint, ktor\u00fd identifikuje k\u013e\u00fa\u010dov\u00e9 slov\u00e1 a\u00a0slovn\u00e9 spojenia vo v\u0161etk\u00fdch telefon\u00e1toch\u00a0v kontaktnom centre a na z\u00e1klade nich\u00a0kategorizuje hovory a analyzuje trendy\u00a0komunik\u00e1cie.<\/li>\n<li>Konzulta\u010dn\u00e9 slu\u017eby, v r\u00e1mci ktor\u00fdch\u00a0boli identifikovan\u00e9 k\u013e\u00fa\u010dov\u00e9 slov\u00e1 a\u00a0pr\u00ednosy, ktor\u00e9 m\u00f4\u017ee toto rie\u0161enie\u00a0prinies\u0165 jednotliv\u00fdm oddeleniam Slovak\u00a0Telekomu.<\/li>\n<li>Optimaliz\u00e1cia jazykov\u00e9ho modelu\u00a0pre potreby najv\u00e4\u010d\u0161ieho slovensk\u00e9ho\u00a0telekomunika\u010dn\u00e9ho oper\u00e1tora.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2>v\u00fdsledky<\/h2>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-40\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Presn\u00e9 \u0161tatistiky o tom, do akej kateg\u00f3rie alebo kateg\u00f3ri\u00ed jednotliv\u00e9 hovory spadaj\u00fa.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-107\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Objekt\u00edvny n\u00e1stroj na hodnotenie pr\u00e1ce agentov.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-1\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Zefekt\u00edvnenie kapac\u00edt kontaktn\u00e9ho centra, odbremenenie oper\u00e1torov od manu\u00e1lnej pr\u00e1ce.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-82\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Lep\u0161ie spoznanie z\u00e1kazn\u00edkov, ich n\u00e1lad a em\u00f3ci\u00ed.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-82\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Kontaktn\u00e9 centrum sa stalo efekt\u00edvnym zdrojom podnetov pre zlep\u0161enie slu\u017eieb a zefekt\u00edvnenie procesov.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-76\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Mo\u017enos\u0165 okam\u017eitej identifik\u00e1cie a anal\u00fdzy rozli\u010dn\u00fdch udalost\u00ed a probl\u00e9mov, ako je napr\u00edklad technick\u00fd v\u00fdpadok, alebo d\u00f4vod, pre\u010do z\u00e1kazn\u00edci nereaguj\u00fa na nov\u00fa ponuku.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/3&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]        <div class=\"case-read-more\">\n            <a href=\"https:\/\/www.soitron.com\/wp-content\/uploads\/2016\/10\/SA_telekom.pdf\" target=\"_blank\">\n                Pre\u010d\u00edtajte si viac            <\/a>\n        <\/div>\n        [\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"featured_media":6019,"template":"","case-category":[64],"case-category-solutions":[601],"class_list":["post-5991","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry","case-category-obchod-a-sluzby","case-category-solutions-komunikacne-riesenia"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Slovak Telekom analyzuje hovory z kontaktn\u00e9ho centra | Soitron<\/title>\n<meta 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