{"id":28324,"date":"2022-04-20T11:51:22","date_gmt":"2022-04-20T09:51:22","guid":{"rendered":"https:\/\/www.tecsens.com\/avantatges-i-usos-del-dbr\/"},"modified":"2022-04-20T11:51:24","modified_gmt":"2022-04-20T09:51:24","slug":"avantatges-i-usos-del-dbr","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/ca\/avantatges-i-usos-del-dbr\/","title":{"rendered":"Avantatges i usos del DBR"},"content":{"rendered":"\n<p>En la constant carrera de fons per adaptar les empreses de Call i Contact Center a les necessitats actuals dels clients, apareix el <strong>DBR (Dynamic Business Router)<\/strong> un m\u00f2dul que proporciona a les companyies <strong>l&#8217;anomenada &#8221;intel\u00b7lig\u00e8ncia de negoci \u0301 \u0301<\/strong>. El <strong>DBR compta multitud d&#8217;avantatges i usos.<\/strong><\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>\u00bfQu\u00e8 \u00e9s el DBR?<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>El DBR \u00e9s un<strong> m\u00f2dul permet l&#8217;encastament intel\u00b7ligent<\/strong> aconseguint una distribuci\u00f3 als agents en el moment indicat a m\u00e9s d&#8217;altres funcionalitats avan\u00e7ades. Aix\u00f2 permet fer una estrat\u00e8gia que defineixi la campanya a realitzar i tots els par\u00e0metres amb els quals aquesta ha de comptar. Sobretot la manera en qu\u00e8 es planteja la interacci\u00f3 amb el client.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.tecsens.com\/ca\/solucions-veu-empreses\/call-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">Programari Call \/ Contact Center<\/a><\/div>\n<\/div>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>Avantatges del DBR<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<ul class=\"wp-block-list\"><li>Encastament intel\u00b7ligent, aix\u00f2 permet optimitzar el temps d&#8217;espera del client i aix\u00ed oferir una excel\u00b7lent customer experience.<\/li><li>Distribuci\u00f3 als agents<\/li><li>Consecuci\u00f3 d&#8217; objectius<\/li><li>Visibilitat i control<\/li><li>Multicanalitat<\/li><\/ul>\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>Usos del DBR<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>El DBR atribueix pol\u00edtiques a cada campanya, des de l&#8217;inici, encastament, distribuci\u00f3 als agents, prioritzant les m\u00e9s importants. Per tant, si les estrat\u00e8gies desenvolupades s&#8217;ajusten a les campanyes (objectius, temps, agents etc.). El <strong>DBR ser\u00e0 l&#8217;eina perfecta per a la millora del servei i atenci\u00f3 al client reduint tamb\u00e9 el &#8221;agent burn-out \u0301 \u0301.<\/strong> Vegem alguns <strong>exemples <\/strong>clars:<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>&#8211;<strong>Administraci\u00f3 i gesti\u00f3 de les trucades en cua<\/strong> per repartir les interaccions i prioritzar en funci\u00f3 dels objectius proposats per complir de la manera m\u00e9s optima possible.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>-El DBR tamb\u00e9 t\u00e9 la <strong>capacitat d&#8217;atendre trucades i passar-les a la cua d&#8217;espera<\/strong> que es configuri. Aix\u00f2 fa que mentre el client sigui informat mitjan\u00e7ant una locuci\u00f3 del temps d&#8217;espera.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>-Gr\u00e0cies al <em>&#8221;skill-based routing \u0301 \u0301<\/em> es poden <strong>definir les habilitats de cada agent perqu\u00e8 la interacci\u00f3 amb el client sigui el m\u00e9s adequada possible<\/strong>. Aix\u00f2 aconseguir\u00e0 millorar l&#8217; experi\u00e8ncia de client, ja que cadascun d&#8217; ells ser\u00e0 at\u00e8s per l&#8217; agent que m\u00e9s s&#8217; ajusti a les habilitats que aquest necessita. Per exemple, si un client necessita que l&#8217;agent parli en franc\u00e8s l&#8217;skill buscar\u00e0 la paraula franc\u00e8s entre les habilitats i li passar\u00e0 la trucada amb l&#8217;agent que reuneixi aquest requisit.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>&#8211;<strong>Establiment de pol\u00edtiques de repartiment d&#8217; interaccions<\/strong> que podran realitzar els administradors de campanyes per repartir les interaccions entre els seus agents o gestionar de manera espec\u00edfica les trucades en una possible saturaci\u00f3 de cues.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>-En tipus de campanya on entra en joc m\u00e9s d&#8217;un canal de comunicaci\u00f3, el DBR \u00e9s <strong>capa\u00e7 d&#8217;analitzar el contingut d&#8217;una interacci\u00f3<\/strong> com per exemple un email, un tweet per donar-li prioritat i assignar-lo a l&#8217;agent indicat per resoldre&#8217;l.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>-El DBR <strong>\u00e9s capa\u00e7 de generar locucions din\u00e0miques a trav\u00e9s de textos predefinits o generats gr\u00e0cies al reconeixement de la parla<\/strong> el sistema pot interactuar amb el client, sol\u00b7licitar informaci\u00f3 i recon\u00e8ixer el que diu aquest amb la veu. Aix\u00f2 pot ser molt \u00fatil per a una trucada en espera on el sistema pot sol\u00b7licitar al client dades, el motiu de la consulta etc que ajudaran l&#8217;agent a disposar de determinades dades que estalviaran temps a tots dos.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>-Una altra manera d&#8217;optimitzar el rendiment de campanya a trav\u00e9s del DBR \u00e9s <strong>la detecci\u00f3 de resposta autom\u00e0tica (AMD)<\/strong>, molt important per a les campanyes sortints ja que tots els contactes passats a l&#8217;agent seran trucades v\u00e0lides.<\/p>\n\n<div style=\"height:28px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"has-text-align-center wp-block-heading\"><strong>\u00bfComptes amb un programari de Call o Contact Center que inclogui aquestes capacitats?<\/strong><\/h3>\n\n<div style=\"height:28px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-2 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.tecsens.com\/ca\/contacte-2\/\" target=\"_blank\" rel=\"noreferrer noopener\">Consulta&#8217;ns<\/a><\/div>\n<\/div>\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En la constant carrera de fons per adaptar les empreses de Call i Contact Center a les necessitats actuals dels clients, apareix el DBR (Dynamic Business Router) un m\u00f2dul que proporciona a les companyies l&#8217;anomenada &#8221;intel\u00b7lig\u00e8ncia de negoci \u0301 \u0301. El DBR compta multitud d&#8217;avantatges i usos. \u00bfQu\u00e8 \u00e9s el DBR? El DBR \u00e9s un [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":28175,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[496,494],"tags":[584,387,605,423,170],"class_list":["post-28324","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-consulting-ca","category-voice","tag-call-center-centre-datencio-telefonica","tag-centre-de-contactes","tag-dbr","tag-veu","tag-voip"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Avantatges i usos del DBR - Tecsens -<\/title>\n<meta name=\"description\" content=\"El DBR \u00e9s un m\u00f2dul que proporciona a les companyies l&#039;anomenada &#039;&#039;intel\u00b7lig\u00e8ncia de negoci \u0301 \u0301. 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