{"id":1841,"date":"2022-06-07T19:00:00","date_gmt":"2022-06-07T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1841"},"modified":"2022-05-30T21:20:42","modified_gmt":"2022-05-30T18:20:42","slug":"ccaas-cozumleri-nelerdir","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/ccaas-cozumleri-nelerdir\/","title":{"rendered":"CCaaS \u00c7\u00f6z\u00fcmleri Nelerdir?"},"content":{"rendered":"\n

CCaaS yaz\u0131l\u0131mlar\u0131 genellikle ileti\u015fim merkezlerinin sa\u011flad\u0131\u011f\u0131 bulut tabanl\u0131 CX \u00e7\u00f6z\u00fcm\u00fc \u015feklinde i\u015fletmelere sat\u0131lmaktad\u0131r. Baz\u0131 i\u015fletmelerde ise kendi i\u015f modellerine ve teknolojik altyap\u0131lar\u0131na uygun CCaaS yaz\u0131l\u0131mlar\u0131 olu\u015fturulmaktad\u0131r. Peki, CCaaS \u00e7\u00f6z\u00fcmleri nelerdir? Hangi ama\u00e7lara hizmet eder? <\/p>\n\n\n\n

CCaaS \u00c7\u00f6z\u00fcmleri Hakk\u0131nda <\/strong><\/h2>\n\n\n\n

CCaaS, i\u015fletmelerin ihtiya\u00e7 duyduklar\u0131 altyap\u0131 teknolojilerini sat\u0131n almalar\u0131n\u0131 ve entegrasyon, bili\u015fim teknolojileri destek maliyetlerini azaltmalar\u0131n\u0131 sa\u011flayan bir yaz\u0131l\u0131m modelidir. M\u00fc\u015fteri ili\u015fkilerine ve etkile\u015fimlerine g\u00f6re \u00e7a\u011fr\u0131 merkezi y\u00f6neticilerine uygun olarak y\u00f6nlendirilen m\u00fc\u015fterilere bulut tabanl\u0131 bir teklif sunan CCaaS \u00e7\u00f6z\u00fcmleri \u015fu \u015fekilde s\u0131ralanabilir: <\/p>\n\n\n\n

1) Etkile\u015fimli Sesli Yan\u0131tlar (IVR)<\/strong><\/h3>\n\n\n\n
\"CCaaS\"<\/figure><\/div>\n\n\n\n

\u00c7a\u011fr\u0131 merkezini arayan ki\u015filerin taleplerini sesli bir \u015fekilde dile getirmelerini ya da bir numaray\u0131 tu\u015flayarak istedikleri yard\u0131m t\u00fcr\u00fcn\u00fc se\u00e7melerini sa\u011flayan men\u00fcd\u00fcr. Fatura \u00f6demeleri ya da hesap sorgulamalar\u0131 gibi s\u0131k ba\u015fvurulan taleplerde IVR sistemi bu talepleri kolayla\u015ft\u0131rmaktad\u0131r. IVR sistemleri bu yaz\u0131l\u0131mla birlikte kullan\u0131ld\u0131\u011f\u0131nda y\u00f6netilmesi ve kontrol edilmesi \u00e7ok daha pratik bir i\u015fleme d\u00f6n\u00fc\u015fmektedir. <\/p>\n\n\n\n

2) Otomatik \u00c7a\u011fr\u0131 Da\u011f\u0131t\u0131m\u0131(ACD)<\/strong><\/h3>\n\n\n\n

Bir \u00e7a\u011fr\u0131 merkezi teknolojisi olan ACD, \u00e7a\u011fr\u0131lar\u0131 otomatik olarak yan\u0131tlar ve da\u011f\u0131t\u0131m kurallar\u0131n\u0131 g\u00f6zeterek m\u00fc\u015fteri temsilcilerine veya \u00e7a\u011fr\u0131 merkezindeki ilgili birimlere y\u00f6nlendirir. M\u00fc\u015fteri temsilcisiyle g\u00f6r\u00fc\u015fmek isteyen ki\u015fileri daha h\u0131zl\u0131 s\u00fcrede aktararak ileti\u015fimi kolayla\u015ft\u0131rmaktad\u0131r. ACD, m\u00fc\u015fteri temsilcileri taraf\u0131ndan optimum m\u00fc\u015fteri deste\u011fi sunmak i\u00e7in kullan\u0131lan en ideal y\u00f6ntemlerden biridir.  <\/p>\n\n\n\n

3) Otomatik Arama (Autodialer & Predictive Dialer)<\/strong><\/h3>\n\n\n\n
\"CCaaS\"<\/figure><\/div>\n\n\n\n

Otomatik Arama, \u00e7a\u011fr\u0131 merkezi \u015firketlerinin \u00f6nceden belirlemi\u015f oldu\u011fu ki\u015fi rehberi do\u011frultusunda m\u00fc\u015fteri listesini otomatik olarak aramay\u0131 sa\u011flar. Bu y\u00f6ntem zamanla geli\u015ftirilmi\u015f ve zaman kayb\u0131n\u0131 \u00f6nleyerek en h\u0131zl\u0131 \u015fekilde m\u00fc\u015fterilere ula\u015fmak i\u00e7in etkili sistemlerden biri haline gelmi\u015ftir. <\/p>\n\n\n\n

\u0130leti\u015fim Merkezleri Neden CCaaS \u00c7\u00f6z\u00fcmlerini Kullan\u0131r?<\/strong><\/h2>\n\n\n\n

CCaaS yaz\u0131l\u0131m\u0131 operasyonel ihtiya\u00e7lar\u0131n de\u011fi\u015fmesine ve farkl\u0131la\u015fmas\u0131na g\u00f6re pratik \u00e7\u00f6z\u00fcmler sunan bir yaz\u0131l\u0131md\u0131r. Bu sebeple \u00fczerinde kolay bir \u015fekilde oynamalar yap\u0131lmas\u0131na olduk\u00e7a m\u00fcsaittir ve sadece ihtiya\u00e7 duyuldu\u011fu kadar \u00f6deme yap\u0131larak yaz\u0131l\u0131m\u0131 kullanmaya imkan tan\u0131r. <\/p>\n\n\n\n

Verilere g\u00f6re<\/a>; Zoom, Genesys, Oracle gibi global firmalar\u0131n bulut tabanl\u0131 bu yaz\u0131l\u0131mla ileti\u015fim merkezlerine dahil ettikleri ve m\u00fc\u015fteri ileti\u015fimlerinin finansal parametrelerini daha kolay bir \u015fekilde d\u00fczenleyebildikleri g\u00f6r\u00fclmektedir.<\/p>\n\n\n\n

CCaaS Yaz\u0131l\u0131m\u0131n\u0131n Temel Faydalar\u0131 Nelerdir?<\/strong><\/h2>\n\n\n\n

Daha iyi bir \u00e7al\u0131\u015fan deneyimi sunan CCaaS yaz\u0131l\u0131m\u0131n\u0131n bir\u00e7ok faydas\u0131 bulunur. Bunlar:<\/p>\n\n\n\n

M\u00fc\u015fteri Beklentilerini Kar\u015f\u0131lama<\/strong><\/h3>\n\n\n\n

Avaya<\/a>\u2019n\u0131n verilerine g\u00f6re, m\u00fc\u015fteriler ak\u0131ll\u0131 telefonlar\u0131ndan ve tabletlerinden sosyal medya hesaplar\u0131, e-posta, sesli ileti\u015fim gibi \u00e7e\u015fitli kanallar \u00fczerinden i\u015fletmelerle etkile\u015fim kurma iste\u011fine b\u00fcr\u00fcn\u00fcyor. Bu noktada CCaaS yaz\u0131l\u0131mlar\u0131<\/a>, farkl\u0131 temas noktalar\u0131ndan en h\u0131zl\u0131 \u015fekilde m\u00fc\u015fteri temsilcileriyle g\u00f6r\u00fc\u015fme f\u0131rsat\u0131 tan\u0131yor. <\/p>\n\n\n\n

Ofise Ba\u011fl\u0131 Kalmayan M\u00fc\u015fteri Temsilcileri<\/strong><\/h3>\n\n\n\n
\"CCaaS\"<\/figure><\/div>\n\n\n\n

Bulut tabanl\u0131 yaz\u0131l\u0131m altyap\u0131s\u0131 ile m\u00fc\u015fteri temsilcileri bulunduklar\u0131 her noktadan m\u00fc\u015fterilerle ileti\u015fime ge\u00e7ebiliyor ve sorunlar\u0131na \u00e7\u00f6z\u00fcm \u00fcretebiliyor. Ki\u015fisel bilgisayarlar, cep telefonlar\u0131 veya tabletler \u00fczerinden ba\u011flan\u0131lan ortak altyap\u0131 ile i\u015fletmeler m\u00fc\u015fterilerinin taleplerine uygun kal\u0131c\u0131 \u00e7\u00f6z\u00fcmler i\u00e7in CCaaS yaz\u0131l\u0131mlar\u0131n\u0131 kullan\u0131yor.<\/p>\n\n\n\n

Birle\u015ftirilmi\u015f Trafik Y\u00f6netimi<\/strong><\/h3>\n\n\n\n

\u00d6zellikle birden fazla d\u0131\u015f kaynak kullan\u0131lan sistemlerde CCaaS yaz\u0131l\u0131mlar\u0131 daha anla\u015f\u0131labilir ve kolay analiz edilebilir bir destek sunuyor. \u0130\u015fletmeler i\u00e7in hem harici hem de i\u00e7 m\u00fc\u015fterilerin g\u00f6r\u00fc\u015fmelerini takip etmek, CCaaS\u2019\u0131n sa\u011flad\u0131\u011f\u0131 birle\u015ftirilmi\u015f trafik y\u00f6netimi ile daha kolay bir hale geliyor.<\/p>\n\n\n\n

Infoset ile M\u00fc\u015fterilerinize Kesintisiz Hizmet Verin<\/strong><\/h2>\n\n\n\n

CCaaS \u00e7\u00f6z\u00fcmlerinden faydalanan i\u015fletmeler daha iyi bir m\u00fc\u015fteri deneyimi vaad eder. M\u00fc\u015fterileriyle h\u0131zl\u0131, g\u00fcvenli ve optimizasyonu kolay bir ileti\u015fim taban\u0131na sahip olmak isteyenler i\u00e7in Infoset en ideal \u00e7\u00f6z\u00fcmleri sunmaktad\u0131r. T\u00fcm destek kanallar\u0131n\u0131z\u0131 tek bir platformdan y\u00f6netmenizi sa\u011flayan Infoset ile self-servis destek sayesinde m\u00fc\u015fterilerinize \u00f6zel bir yard\u0131m merkezi olu\u015fturabilirsiniz. M\u00fc\u015fteri temsilcilerinizin m\u00fc\u015fterilerinizle olan ili\u015fkilerini kontrol edebilmek ve m\u00fc\u015fterilerinize daha iyi bir deneyim sunmak i\u00e7in Infoset’i hemen bug\u00fcn kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"

Bu yaz\u0131m\u0131zda CCaaS \u00e7\u00f6z\u00fcmlerinden ve CCaaS\u2019\u0131n faydalar\u0131ndan bahsedece\u011fiz.\u00a0<\/p>\n","protected":false},"author":2,"featured_media":1834,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[536,1146,1148,483],"yoast_head":"\nCCaaS \u00c7\u00f6z\u00fcmleri Nelerdir? - Infoset<\/title>\n<meta name=\"description\" content=\"CCaaS \u00e7\u00f6z\u00fcmleri nelerdir? Hangi ama\u00e7lara hizmet eder? \u0130leti\u015fim merkezleri neden CCaaS \u00e7\u00f6z\u00fcmlerini kullan\u0131r? 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