{"id":51746,"date":"2023-01-25T13:46:26","date_gmt":"2023-01-25T12:46:26","guid":{"rendered":"https:\/\/www.soitron.com\/komunikace-s-pomoci-cloudu-spokojenejsi-zakaznici\/"},"modified":"2023-03-13T15:36:53","modified_gmt":"2023-03-13T14:36:53","slug":"komunikacia-cez-cloudu","status":"publish","type":"post","link":"https:\/\/new.soitron.com\/sk\/komunikacia-cez-cloudu\/","title":{"rendered":"Komunik\u00e1cia pomocou cloudu vytv\u00e1ra spokojnej\u0161\u00edch z\u00e1kazn\u00edkov a vernej\u0161\u00edch zamestnancov"},"content":{"rendered":"\n<p><strong>Z\u00edska\u0165, a hlavne udr\u017ea\u0165 si z\u00e1kazn\u00edka v konkuren\u010dnom prostred\u00ed predstavuje n\u00e1ro\u010dn\u00fd orie\u0161ok. Kvalitn\u00fd produkt \u010di slu\u017eba v s\u00fa\u010dasnej dobe \u2013 viac ne\u017e kedyko\u013evek predt\u00fdm &#8211; predstavuje s\u00edce nutn\u00fa, ale nie posta\u010duj\u00facu podmienku. O tom, \u010di spotrebite\u013e zostane alebo od\u00edde ku konkurencii, v prvom rade rozhoduje z\u00e1kazn\u00edcka sk\u00fasenos\u0165. A t\u00e1 sa rod\u00ed z komunik\u00e1cie.<\/strong><\/p>\n\n\n\n<p>Nielen pre retailovo zameran\u00e9 spolo\u010dnosti plat\u00ed, \u017ee prv\u00fd, s k\u00fdm pr\u00edde z\u00e1kazn\u00edk do styku, je nejak\u00e1 forma kontaktnej platformy, na ktor\u00fa sa obracia, ke\u010f vyber\u00e1 alebo reklamuje tovar, pr\u00edpadne si napr\u00edklad rezervuje term\u00edn prehliadky. \u201eDne\u0161n\u00ed spotrebitelia s digit\u00e1lnymi sk\u00fasenos\u0165ami po\u017eaduj\u00fa r\u00fdchlu, interakt\u00edvnu a personalizovan\u00fa odozvu. Av\u0161ak s oh\u013eadom na mno\u017estvo komunika\u010dn\u00fdch kan\u00e1lov a platforiem m\u00f4\u017ee by\u0165 \u0165a\u017ek\u00e9 udr\u017ea\u0165 z\u00e1kazn\u00edcku cestu v medziach preh\u013eadnosti a jednoduchosti,\u201c vysvet\u013euje Marcel Vejmelka, Senior Business Consultant spolo\u010dnosti Soitron. Na trhu v\u0161ak existuj\u00fa rie\u0161enia, ktor\u00e9 toto nielen eliminuj\u00fa, ale aj dostan\u00fa t\u00fato ve\u013emi d\u00f4le\u017eit\u00fa \u010das\u0165 biznisu na vy\u0161\u0161\u00ed level.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Koncept omnichannel prostredia aj dovn\u00fatra firmy<\/h2>\n\n\n\n<p>Existuje mno\u017estvo syst\u00e9mov a platforiem, ktor\u00e9 s\u00fa pripraven\u00e9 plni\u0165 v\u0161etky po\u017eiadavky. Napr\u00edklad Webex Cloud Contact Center (Webex CC) je platforma, ktor\u00e1 bola pre tento \u00fa\u010del priamo navrhnut\u00e1. \u201eNasaden\u00edm je mo\u017en\u00e9 vytvori\u0165 omnichannel prostredie, v ktorom spolupracuj\u00fa r\u00f4zne kan\u00e1ly. Teda ako hlasov\u00e9 slu\u017eby, tak aj SMS, chatbot, web, Whats App, Facebook a \u010fal\u0161ie komunika\u010dn\u00e9 kan\u00e1ly,\u201c vysvet\u013euje Marcel Vejmelka. Koncept ide ale nad r\u00e1mec oby\u010dajn\u00e9ho jednoduch\u00e9ho spojenia so z\u00e1kazn\u00edkom. Smeruje toti\u017e aj dovn\u00fatra firmy a prep\u00e1ja komunik\u00e1ciu s podnikov\u00fdmi obchodn\u00fdmi syst\u00e9mami a intern\u00fdmi inform\u00e1ciami o z\u00e1kazn\u00edkoch.<\/p>\n\n\n\n<p>A pr\u00e1ve toto spojenie, anal\u00fdza trendov, sp\u00e4tnej v\u00e4zby alebo identifik\u00e1cia r\u00f4znych udalost\u00ed v \u017eivote z\u00e1kazn\u00edka umo\u017e\u0148uj\u00fa organiz\u00e1cii posun\u00fa\u0165 sa k personalizovanej z\u00e1kazn\u00edckej sk\u00fasenosti. \u201eM\u00f4\u017eete napr\u00edklad nastavi\u0165 automatick\u00fd proces, \u010do sa m\u00e1 sta\u0165 v komunik\u00e1cii mesiac pred koncom zmluvy, t\u00fd\u017ede\u0148 pred koncom zmluvy \u010di po vypr\u0161an\u00ed platnosti zmluvy. Ale tie\u017e je mo\u017en\u00e9 prisp\u00f4sobi\u0165 kontakty konkr\u00e9tnym typom z\u00e1kazn\u00edkov, t\u00fdm vern\u00fdm, t\u00fdm, ktor\u00ed ve\u013ea utr\u00e1caj\u00fa, t\u00fdm, ktor\u00ed pou\u017e\u00edvaj\u00fa Apple aj t\u00fdm s Androidom. Mo\u017enosti s\u00fa prakticky nekone\u010dn\u00e9,\u201c hovor\u00ed Marcel Vejmelka.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Platforma ako slu\u017eba<\/h2>\n\n\n\n<p>Cisco postavilo cel\u00fa platformu ako slu\u017ebu, ktorej parametre sa nastavia presne pod\u013ea konkr\u00e9tneho z\u00e1kazn\u00edka. V praxi si ju prenaj\u00edma partner\/integr\u00e1tor a jej samotn\u00e9mu nasadeniu v organiz\u00e1cii mus\u00ed predch\u00e1dza\u0165 analytick\u00e1 f\u00e1za biznis procesov. \u201eA\u017e potom nasleduje implement\u00e1cia a nasadenie obchodn\u00fdch procesov do samotnej platformy. V\u010faka tomu je zaisten\u00e1 zmysluplnos\u0165 celej invest\u00edcie,\u201c vyzdvihuje Jaroslav Martan, Cisco odborn\u00edk pre oblas\u0165 Collaboration.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">#CiscoExpertTip \u2013 odborn\u00edka Cisco pro oblast collaboration Jaroslava Martana: Webex CC nepot\u0159ebuje slo\u017eit\u00e9 programov\u00e1n\u00ed<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>Platforma Webex CC je low code \/ no code rie\u0161en\u00edm. Jednotliv\u00e9 stavebn\u00e9 bloky platformy je mo\u017en\u00e9 v logike komunik\u00e1cie pres\u00fava\u0165 bez nutnosti zlo\u017eit\u00e9ho programovania. \u201eTo predstavuje rozhoduj\u00facu v\u00fdhodu, preto\u017ee na konkr\u00e9tnej konfigur\u00e1cii sa m\u00f4\u017eu podie\u013ea\u0165 priamo \u013eudia z obchodu, ktor\u00ed najlep\u0161ie vidia do detailov vz\u0165ahov so z\u00e1kazn\u00edkmi,\u201c <strong>vysvet\u013euje Jaroslav Martan<\/strong>. <\/p>\n\n\n\n<p>A preto\u017ee sa pracuje so z\u00e1kazn\u00edckymi d\u00e1tami, rie\u0161i Webex CC starostlivo aj ot\u00e1zku bezpe\u010dnosti. Cloudov\u00e9 rie\u0161enia Cisco dodr\u017euj\u00fa najvy\u0161\u0161ie bezpe\u010dnostn\u00e9 \u0161tandardy. Napr\u00edklad obsah v\u0161etk\u00fdch telefonick\u00fdch hovorov je za\u0161ifrovan\u00fd, tak\u017ee si ich nikto nepovolan\u00fd nem\u00f4\u017ee prehra\u0165. Eur\u00f3pskym z\u00e1kazn\u00edkom Cisco garantuje dodr\u017eiavanie GDPR aj to, \u017ee ich d\u00e1ta neopustia \u00fazemie 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\u00e1tori bez fluktu\u00e1cie<\/h2>\n\n\n\n<p>Webex CC v\u0161ak neprin\u00e1\u0161a benefity len do vz\u0165ahov so z\u00e1kazn\u00edkmi. V dne\u0161n\u00fdch podmienkach, kedy sa za\u010dal v\u00fdrazne presadzova\u0165 hybridn\u00fd sp\u00f4sob pr\u00e1ce, dovo\u013euje zvoli\u0165 model home office oper\u00e1torov \u2013 pracova\u0165 m\u00f4\u017eu odkia\u013eko\u013evek a kedyko\u013evek. T\u00fdm platforma odb\u00farava nielen v\u00e4\u010d\u0161inu on-premise hardv\u00e9rov, serverov ale aj \u010fal\u0161\u00edch zariaden\u00ed, vy\u017eaduj\u00facich pravideln\u00fa obnovu.<\/p>\n\n\n\n<p>S Webex CC odpad\u00e1 aj potreba budova\u0165 a udr\u017eova\u0165 fyzick\u00e9 kontaktn\u00e9 centrum. \u010co rie\u0161i probl\u00e9m s fluktu\u00e1ciou zamestnancov, ktor\u00e1 b\u00fdva v tomto segmente slu\u017eieb obrovsk\u00e1. Oper\u00e1tori, ktor\u00ed pracuj\u00fa vzdialene, s\u00fa spokojnej\u0161\u00ed, vernej\u0161\u00ed a vo fin\u00e1le toho o potreb\u00e1ch z\u00e1kazn\u00edkov vedia omnoho viac. Napr\u00edklad u telekomunika\u010dn\u00e9ho giganta T-Mobile takto s pomocou Webexu presunuli z kontaktn\u00fdch centier do vzdialen\u00e9ho prostredia 12 000 oper\u00e1torov.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bez zatv\u00e1racej doby a s v\u00fdborn\u00fdm ROI<\/h2>\n\n\n\n<p>Do detailov premyslen\u00e1 konfigur\u00e1cia Webex CC prin\u00e1\u0161a pri nasaden\u00ed konkr\u00e9tne a presne vy\u010d\u00edslite\u013en\u00e9 \u00faspory. Analytici Forrester vo svojej pr\u00e1ci \u201eTotal Economic Impact of Cisco Webex Contact Center\u201c spo\u010d\u00edtali n\u00e1vratnos\u0165 invest\u00edci\u00ed do Webex CC na 13 mesiacov a ROI na 262 %. Navy\u0161e, cloudov\u00e1 platforma nem\u00e1 \u017eiadnu otv\u00e1raciu dobu a vydr\u017e\u00ed bez probl\u00e9mov z\u00e1prah v re\u017eime 24\/7. Predstavuje tak vhodn\u00e9 rie\u0161enie pre segment e-commerce, zdravotn\u00edctva alebo napr\u00edklad finan\u010dn\u00fdch slu\u017eieb.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Z\u00edska\u0165, a hlavne udr\u017ea\u0165 si z\u00e1kazn\u00edka v konkuren\u010dnom prostred\u00ed predstavuje n\u00e1ro\u010dn\u00fd orie\u0161ok. Kvalitn\u00fd produkt \u010di slu\u017eba v s\u00fa\u010dasnej dobe \u2013 viac ne\u017e kedyko\u013evek predt\u00fdm &#8211; predstavuje s\u00edce nutn\u00fa, ale nie posta\u010duj\u00facu podmienku. O tom, \u010di spotrebite\u013e zostane alebo od\u00edde ku konkurencii, v prvom rade rozhoduje z\u00e1kazn\u00edcka sk\u00fasenos\u0165. A t\u00e1 sa rod\u00ed z komunik\u00e1cie. Nielen pre [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":51145,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"news_categories":[374],"class_list":["post-51746","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nezaradene","news_categories-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>Komunik\u00e1cia\u00a0pomocou cloudu= spokojnej\u0161\u00ed z\u00e1kazn\u00edci | Soitron<\/title>\n<meta name=\"description\" content=\"O tom, \u010di spotrebite\u013e zostane alebo od\u00edde ku konkurencii, v prvom rade rozhoduje z\u00e1kazn\u00edcka sk\u00fasenos\u0165. 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A t\u00e1 sa rod\u00ed z komunik\u00e1cie.\" \/>\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=\"2023-03-13T14:36:53+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=\"Autor\" \/>\n\t<meta name=\"twitter:data1\" content=\"Leona Dundrova\" \/>\n\t<meta name=\"twitter:label2\" content=\"Predpokladan\u00fd \u010das \u010d\u00edtania\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 min\u00fat\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Komunik\u00e1cia\u00a0pomocou cloudu= spokojnej\u0161\u00ed z\u00e1kazn\u00edci | Soitron","description":"O tom, \u010di spotrebite\u013e zostane alebo od\u00edde ku konkurencii, v prvom rade rozhoduje z\u00e1kazn\u00edcka sk\u00fasenos\u0165. 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