Ngemva kweminyaka yokuthuthuka, i-call centrekancane kancane isibe isixhumanisi phakathi kwamabhizinisi namakhasimende, futhi idlala indima ebalulekile ekuthuthukiseni ukwethembeka kwamakhasimende kanye nokuphatha ubudlelwano bamakhasimende.Kodwa-ke, eminyakeni yolwazi lwe-inthanethi, inani lesikhungo sezingcingo alikathintwa ngokugcwele, futhi alikashintshi ukusuka esikhungweni sezindleko ukuya esikhungweni senzuzo.
Okwesikhungo sezingcingo, abantu abaningi abasijwayele, wuhlelo oluphelele lwesevisi yolwazi amabhizinisi asebenzisa ubuchwepheshe besimanje zokuxhumana ukuxhumana namakhasimende.Amabhizinisi asungula izikhungo zezingcingo ukuze anikeze ikhwalithi ephezulu, ukusebenza kahle okuphezulu kanye nezinsizakalo ezizungezile, ukuze kuzuzwe umgomo wokunciphisa izindleko kanye nokukhulisa inzuzo.
Okwanamuhlaizikhungo zocingoazisakhawulelwe ezinsizeni zokumaketha ngocingo, kodwa seziguquke zaba izikhungo zokuxhumana namakhasimende.Akugcinanga lapho, ngokobuchwepheshe, isikhungo sezingcingo siphinde sasungula izizukulwane ezinhlanu, kanti isikhungo sakamuva sezingcingo sesizukulwane sesihlanu sisesigabeni sokuphromotha.
Isizukulwane sokuqala sobuchwepheshe besikhungo sezingcingo silula, sicishe silingane nocingo lwe-hotline, olubonakala ngokuthiizindleko eziphansi, ukutshalwa kwezimali okuncane, umsebenzi owodwa, izinga eliphansi lokuzenzakalela, futhi lingahlinzeka ngamasevisi okwenziwa ngesandla kuphela.
Esizukulwaneni sesibili sezikhungo zezingcingo, zaqala ukusebenzisa ubuchwepheshe obuningi bekhompiyutha, njengokwabelana kwedatha, ukusabela okuzenzakalelayo kwezwi, nokunye, ngesiteji esikhethekile se-hardware kanye nesofthiwe yesicelo.Kodwa-ke, okubi ukuguquguquka okungalungile, ukuthuthukiswa okungashintshiwe, izindleko zokufaka eziphakeme, kanye nehadiwe yezokuxhumana ngocingo kanye nehardware yekhompyutha kusazimele.
Isici esibaluleke kakhulu sesikhungo sezingcingo sesizukulwane sesithathu ukwethulwa kobuchwepheshe be-CTI, okwenza ushintsho lwaso lwekhwalithi.Ubuchwepheshe be-CTI bakha ibhuloho phakathi kwezokuxhumana namakhompyutha, okwenza kokubili kube okuphelele, futhi ulwazi lwamakhasimende lungaboniswa ngendlela efanayo ohlelweni, kuthuthukisa kakhulu ukusebenza kahle kwesevisi.
Isikhungo sezingcingo sesizukulwane sesine siyisikhungo socingo esisekelwe ku-softswitch lapho ukusakazwa kokulawula nokusakazwa kwemidiya kuhlukaniswa khona.Uma kuqhathaniswa nezizukulwane ezintathu ezedlule, isizukulwane sesine sokusebenzisa i-hardware yesikhungo sezingcingo sincishiswe kakhulu, kunciphisa kakhulu izindleko zokusebenza nezokulungisa.
Isikhungo sezingcingo sesizukulwane sesihlanu, okumanje sisesigabeni sokuphromotha, siyisikhungo sezingcingo esakhiwe ngobuchwepheshe bokuxhumana be-IP kanye nezwi le-IP njengobuchwepheshe bokufaka isicelo.Ngokwethulwa kobuchwepheshe bokuxhumana be-IP, isiteshi sokufinyelela komsebenzisi siyathuthukiswa, asisanqunyelwe kumodi yocingo, futhi izindleko zokufaka nezokusebenza ziyancishiswa.Umehluko omkhulu, kunjalo, ukuhlanganiswa kwezwi nedatha.
Eminyakeni yamuva nje, ukuthuthukiswa okusheshayo kobuchwepheshe be-inthanethi, i-cloud computing, intelligence yokwenziwa nokunye ukukhuphuka okusheshayo, esikhungweni sezingcingo ukuletha isikhala esikhulu sokucabanga, inani lesikhungo socingo okufanele sihlolwe kabanzi.KUNGENZEKA kubikezelwe ukuthi esikhathini esizayo, izikhungo zezingcingo zizothuthukela ku-automation kanye ne-virtualization, futhi zizothuthuka kanyekanye nezinhlelo ze-IT zekhompyutha zendabuko, futhi ithonya lazo emisebenzini yebhizinisi liya ngokuya likhula.
I-Call Centre iyindlela yentuthuko yesikhathi esizayo, i-headphones enhle yokukhansela umsindo ingaphezu kokubaluleke kakhulu endaweni enomsindo, muva nje sethule isikhungo socingo esingabizi kakhulu.Ihedisethi ye-ENC, C25DM, Ukukhansela umsindo wemakrofoni ekabili, ukuhlunga umsindo ongu-99%.
Isikhathi sokuthumela: Dec-16-2023
