Pambuyo pazaka za chitukuko, acall centerpang'onopang'ono wakhala ulalo pakati pa mabizinesi ndi makasitomala, ndipo amatenga gawo lofunikira pakukulitsa kukhulupirika kwa makasitomala ndikuwongolera ubale wamakasitomala. Komabe, mu nthawi ya chidziwitso cha intaneti, mtengo wa call center sunagulidwe mokwanira, ndipo sunasinthe kuchoka ku malo opangira ndalama kupita kumalo opindulitsa.
Kwa malo oyimbira foni, anthu ambiri sadziwa, ndi njira yolumikizira chidziwitso yomwe mabizinesi amagwiritsa ntchito ukadaulo wamakono wolumikizana ndi makasitomala. Mabizinesi amakhazikitsa malo oyimbira mafoni kuti apereke ntchito zapamwamba kwambiri, zogwira mtima kwambiri komanso ntchito zozungulira, kuti akwaniritse cholinga chochepetsera ndalama komanso kukulitsa phindu.
Leromalo oimbira fonisizilinso ndi ntchito zotsatsa pa telefoni, koma zasintha kukhala malo olumikizirana ndi makasitomala. Osati zokhazo, ponena za luso lamakono, malo oimbira foni apanganso mibadwo isanu yazinthu zatsopano, ndipo malo ochezera a m'badwo wachisanu waposachedwa ali pachiwonetsero.
M'badwo woyamba waukadaulo wa call center ndi wosavuta, pafupifupi wofanana ndi telefoni ya hotline, yomwe imadziwika ndimtengo wotsika, ndalama zazing'ono, ntchito imodzi, digiri yochepa ya automation, ndipo imatha kupereka ntchito zamanja zokha.
Kwa m'badwo wachiwiri wa malo kuitana, anayamba kugwiritsa ntchito kwambiri luso kompyuta, monga Nawonso achichepere, mawu basi poyankha, ndi zina zotero, ndi nsanja yapadera hardware ndi mapulogalamu ntchito. Komabe, zovuta zake ndizosasinthika bwino, kukweza kosasinthika, kukwera mtengo kolowera, ndi zida zamatelefoni ndi zida zamakompyuta zidakali zodziyimira pawokha.
Chofunikira kwambiri pagulu lachitatu loyimbira foni ndikuyambitsa ukadaulo wa CTI, womwe umapangitsa kusintha kwake. Ukadaulo wa CTI umamanga mlatho pakati pa matelefoni ndi makompyuta, kupangitsa awiriwo kukhala athunthu, ndipo chidziwitso chamakasitomala chimatha kuwonetsedwa mofanana mudongosolo, ndikuwongolera bwino ntchito.
Malo ochezera a m'badwo wachinayi ndi malo ochezera a softswitch pomwe mtsinje wowongolera ndi mtsinje wa media umalekanitsidwa. Poyerekeza ndi mibadwo itatu yapitayi, m'badwo wachinayi wa kugwiritsira ntchito zida za call center wachepetsedwa kwambiri, kuchepetsa kwambiri ndalama zoyendetsera ntchito ndi kukonza.
Malo oimbira mafoni a m'badwo wachisanu, omwe pakali pano ali pachiwonetsero, ndi malo oyimbira omangidwa ndiukadaulo waukadaulo wa IP komanso mawu a IP monga ukadaulo wogwiritsa ntchito. Kupyolera mu kukhazikitsidwa kwa teknoloji yolumikizirana ndi IP, njira yolumikizira wogwiritsa ntchito imalemeretsedwa, sakhalanso ndi njira yamafoni, ndipo ndalama zolowera ndi zogwiritsira ntchito zimachepetsedwa. Kusiyana kwakukulu, ndithudi, ndiko kugwirizanitsa mawu ndi deta.
M'zaka zaposachedwa, kukula kwachangu kwaukadaulo wapaintaneti, cloud computing, luntha lochita kupanga ndi kukwera kwina kofulumira, kupita ku malo oyitanitsa kuti abweretse malo oganiza bwino, mtengo wa malo oyitanitsa kuti awunikenso. Titha kuneneratu kuti m'tsogolomu, malo oimbira foni ayamba kukhala odzichitira okha komanso owoneka bwino, ndipo nthawi yomweyo azikhala ndi makina apakompyuta amtundu wa IT, ndipo chikoka chawo pamabizinesi chikuchulukirachulukira.
Call Center ndiye njira yachitukuko yamtsogolo, cholembera chabwino choletsa phokoso ndichofunika kwambiri m'malo aphokoso, posachedwapa takhazikitsa malo ochezera otsika mtengo.Zithunzi za ENC, C25DM, Kuletsa phokoso la maikolofoni apawiri, kusefa 99% phokoso.
Nthawi yotumiza: Dec-16-2023
