{"id":485,"date":"2013-07-08T10:10:39","date_gmt":"2013-07-08T09:10:39","guid":{"rendered":"http:\/\/blogs.encamina.com\/mascrm\/?p=485"},"modified":"2014-05-14T10:27:25","modified_gmt":"2014-05-14T09:27:25","slug":"callcenter","status":"publish","type":"post","link":"https:\/\/blogs.encamina.com\/mascrm\/2013\/07\/08\/callcenter\/","title":{"rendered":"Externalizaci\u00f3n de un call center integrado con CRM"},"content":{"rendered":"<p>Para externalizar el servicio de Call Center en una empresa que utiliza Microsoft Dynamics CRM existen dos alternativas.<\/p>\n<p><div id=\"attachment_496\" style=\"width: 160px\" class=\"wp-caption aligncenter\"><a href=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Alternativas.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-496\" class=\"size-thumbnail wp-image-496\" alt=\"Alternativas\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Alternativas-150x150.png\" width=\"150\" height=\"150\" \/><\/a><p id=\"caption-attachment-496\" class=\"wp-caption-text\">Alternativas para integrar CRM con un proveedor de Call Center<\/p><\/div><\/p>\n<h3>La alternativa &#8216;compleja&#8217;: integraci\u00f3n de sistemas<\/h3>\n<p>Bajo esta alternativa, el sistema CRM de la empresa y el sistema del proveedor de Call Center deben comunicarse entre s\u00ed, de forma automatizada y transparente para los usuarios de ambos sistemas.<\/p>\n<p>Bajo este modelo, t\u00e9cnicamente hablando las tareas a realizar se reducen a:<\/p>\n<ol>\n<li>Programar un servicio web para que el sistema CRM pueda ser utilizado por un proveedor de servicios de Call Center externo.<\/li>\n<li>Asegurar que el proveedor de Call Center es capaz de integrar su sistema con este servicio web.<\/li>\n<\/ol>\n<p>El servicio web debe exponer dos sencillas funciones:<\/p>\n<ul>\n<li>Una para obtener todas las llamadas pendientes de realizaci\u00f3n (i.e: <em>GetPendingPhoneCalls<\/em>).<\/li>\n<li>Otra para informar sobre la realizaci\u00f3n de una llamada dada (agente, intentos previos, segundos, prioridad, comentarios y estado) (i.e: <em>UpdatePhoneCall<\/em>).<\/li>\n<\/ul>\n<p><!--more--><\/p>\n<p>En este escenario, los agentes del Call Center siguen utilizando su sistema, aunque el origen de la <strong>cola de llamadas<\/strong> es el sistema CRM de su cliente (GetPendingPhoneCalls).<\/p>\n<p style=\"padding-left: 30px\">En el caso que el sistema CRM tenga programado un <a title=\"Di\u00e1logos para operadoras de \u2018Call Center\u2019 con Dynamics CRM\" href=\"http:\/\/blogs.encamina.com\/mascrm\/2013\/06\/24\/dialogos\/\" target=\"_blank\">sistema de di\u00e1logos<\/a>, cu\u00e1ndo un agente realiza una llamada, el sistema de Call Center debe adem\u00e1s invocar el di\u00e1logo de dicha llamada, para que el agente ejecute dicho di\u00e1logo.<\/p>\n<p><div id=\"attachment_495\" style=\"width: 624px\" class=\"wp-caption aligncenter\"><a href=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Dialogo.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-495\" class=\" wp-image-495 \" alt=\"Di\u00e1logo\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Dialogo-1024x575.png\" width=\"614\" height=\"345\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Dialogo-1024x575.png 1024w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Dialogo-300x168.png 300w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Dialogo.png 1366w\" sizes=\"auto, (max-width: 614px) 100vw, 614px\" \/><\/a><p id=\"caption-attachment-495\" class=\"wp-caption-text\">Di\u00e1logo<\/p><\/div><\/p>\n<p>En el <strong>cierre de la llamada<\/strong>, el sistema de Call Center, debe actualizar la llamada en el sistema CRM (UpdatePhoneCall), de modo que los resultados de la misma est\u00e9n inmediatamente disponibles en el sistema CRM.<\/p>\n<p style=\"text-align: center\"><a href=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/CallCenter.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" title=\"Call center\" alt=\"Call center\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/CallCenter.jpg\" width=\"264\" height=\"191\" \/><\/a><\/p>\n<h3>La alternativa simple<\/h3>\n<p>A\u00fan existe una alternativa mucho m\u00e1s simple que la anterior:<\/p>\n<blockquote><p>Que los agentes del Call Center utilicen directamente el sistema CRM para gestionar sus llamadas.<\/p><\/blockquote>\n<p>Bajo esta alternativa, los agentes del proveedor de Call Center acceden al sistema CRM y realizan las llamadas desde este sistema.<\/p>\n<p><div id=\"attachment_503\" style=\"width: 624px\" class=\"wp-caption aligncenter\"><a href=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/VistaLlamadasPendientes.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-503\" class=\" wp-image-503 \" title=\"Vista de llamadas pendientes\" alt=\"Vista de llamadas pendientes\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/VistaLlamadasPendientes-1024x360.png\" width=\"614\" height=\"216\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/VistaLlamadasPendientes-1024x360.png 1024w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/VistaLlamadasPendientes-300x105.png 300w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/VistaLlamadasPendientes.png 1324w\" sizes=\"auto, (max-width: 614px) 100vw, 614px\" \/><\/a><p id=\"caption-attachment-503\" class=\"wp-caption-text\">Vista de llamadas pendientes<\/p><\/div><\/p>\n<p>En este caso la <strong>cola de llamadas<\/strong> se implementa bien a trav\u00e9s de <strong><em>vistas<\/em> <\/strong>(para llamadas directamente asignadas a un agente) o bien a trav\u00e9s de <em><strong>colas<\/strong> <\/em>(para llamadas asignadas a un equipo).<\/p>\n<p>Y los agentes, realizan las llamadas, bien editando directamente la llamada y reportando el resultado en la misma llamada o\u00a0bien (preferiblemente), en el caso que el sistema CRM tenga programado un <a title=\"Di\u00e1logos para operadoras de \u2018Call Center\u2019 con Dynamics CRM\" href=\"http:\/\/blogs.encamina.com\/mascrm\/2013\/06\/24\/dialogos\/\" target=\"_blank\">sistema de di\u00e1logos<\/a>, ejecutando el di\u00e1logo asociado a cada llamada.<\/p>\n<h3>La mejor alternativa<\/h3>\n<p>En cualquiera de los dos alternativas se tiene <strong>informaci\u00f3n permanentemente actualizada<\/strong> sobre la actividad del servicio de Call Center.<\/p>\n<p><div id=\"attachment_506\" style=\"width: 594px\" class=\"wp-caption aligncenter\"><a href=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Reporting.png\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-506\" class=\" wp-image-506 \" alt=\"Reporting de llamadas\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Reporting.png\" width=\"584\" height=\"263\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Reporting.png 973w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2013\/07\/Reporting-300x135.png 300w\" sizes=\"auto, (max-width: 584px) 100vw, 584px\" \/><\/a><p id=\"caption-attachment-506\" class=\"wp-caption-text\">Reporting de llamadas<\/p><\/div><\/p>\n<p>En el primer escenario, la integraci\u00f3n entre sistemas, requiere una <strong>inversi\u00f3n<\/strong> tanto para programar el servicio web como para que el proveedor de Call Center integre su sistema con Dynamics CRM. Mientras que en el segundo escenario no se requiere esta inversi\u00f3n.<\/p>\n<p>En el primer escenario, el sistema de Call Center est\u00e1 especializado para atender y dar soporte a un gran n\u00famero de operadoras y llamadas, mientras que en el segundo escenario, la <strong>gesti\u00f3n de las colas<\/strong> de llamadas es manual.<\/p>\n<p>Como conclusi\u00f3n, puede decirse que:<\/p>\n<blockquote><p><strong>para un elevando volumen de llamadas y operadores, es m\u00e1s recomendable integrar CRM con un sistema de Call Center externo mientras que, si las llamadas son pocas es mejor utilizar la funcionalidad que el propio CRM ofrece.<\/strong><\/p>\n<p>.<\/p><\/blockquote>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Para externalizar el servicio de Call Center en una empresa que utiliza Microsoft Dynamics CRM existen dos alternativas. La alternativa &#8216;compleja&#8217;: integraci\u00f3n de sistemas Bajo esta alternativa, el sistema CRM de la empresa y el sistema del proveedor de Call &hellip; <a href=\"https:\/\/blogs.encamina.com\/mascrm\/2013\/07\/08\/callcenter\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6,87,38,12,88],"tags":[],"class_list":["post-485","post","type-post","status-publish","format-standard","hentry","category-automatizacion","category-desing","category-integration","category-marketing","category-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.2.1 (Yoast SEO v27.3) - 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