חנוך בן דוד מנהל אגף מערכות מידע, מכון מור

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Presentation transcript:

חנוך בן דוד מנהל אגף מערכות מידע, מכון מור טלפוניה משולבת IT חנוך בן דוד מנהל אגף מערכות מידע, מכון מור

נושאים מי אנחנו? מוקד השירות והמכירות של מור שילוב טלפוניה ו-IT לצורך מתן שירות טוב יותר מימוש הפיתרון מסקנות

משרתת את כל קופות החולים, חברות ופרטיים פועלת משנת 1974 משרתת את כל קופות החולים, חברות ופרטיים המכשיריםהכי טובים המפענחים הכי טובים שירות

מוקד השירות והמכירה של מור שירות זימון תורים מכירת שירותים מענה לשאלות ובקשות מידע 5,000 שיחות נכנסות ביום 1,000 שיחות יוצאות ביום 45 נציגים

הדרישות להקמת מערכת Call Center מימוש מהיר שיפור שירות וזמינות בהתאם לכל המידע במור שידרוג המערכות תוך פגיעה מינימלית בתפקוד המוקד

Availability IVR skills security serviceability CTI Manageability אפיון דרישות המערכת Availability IVR skills security serviceability CTI Manageability scalability Connectivity Usability

שירות טוב יותר באמצעות מידע אינדיקציה על תוצאות הגלשה חכמה חיבור ל-CRM

בחירת ספק

אז מה היה לנו שם.... החלפת מערכת בלילה אחד מימוש תוך זמן קצר

אז מה יצא לנו מזה? שיפור מדדי שביעות רצון לקוחות שיפור תפוקות מוקד ב-50% קיצור זמני המתנה ב60%

מסקנות (1/4) אם לא תדע לאן תרצה להגיע, בטוח לא תגיע לשם

מסקנות (2/4) לא משנה מה תתכנן, תמיד תגלה משהו בהמשך

מסקנות (3/4) ביסים קטנים = ערך מהיר + סיכון נמוך

מסקנות (4/4) בחר את השותף המתאים ביותר לך!

תודה רבה על ההקשבה!