Nyuma yimyaka yiterambere ,.guhamagarayagiye ihinduka gahoro gahoro hagati yimishinga nabakiriya, kandi igira uruhare runini mukuzamura ubudahemuka bwabakiriya no gucunga umubano wabakiriya. Ariko, mugihe cyamakuru yamakuru ya enterineti, agaciro kikigo guhamagara nticyigeze gikoreshwa neza, kandi nticyahindutse kiva mubigo byigiciro kiba ikigo cyunguka.
Kuri call center, abantu benshi ntabwo bamenyereye, ni sisitemu yuzuye ya serivise itanga amakuru ibigo bikoresha ikoranabuhanga rigezweho ryitumanaho kugirango rihuze nabakiriya. Ibigo byashyizeho ibigo byita kumurongo kugirango bitange ubuziranenge, bunoze kandi bunoze na serivisi zose, kugirango tugere ku ntego yo kugabanya ibiciro no kongera inyungu.
Uyu munsiguhamagarantibikiri kugarukira kuri serivisi zo gutumanaho, ariko byahindutse mubigo byita kubakiriya. Ntabwo aribyo gusa, mubijyanye nikoranabuhanga, ikigo cyo guhamagara nacyo cyanyuze mu bisekuru bitanu bishya, kandi ikigo cya gatanu cyo guhamagara cyanyuma kiri murwego rwo kuzamura.
Igisekuru cya mbere cyo guhamagara ikigo cya tekinoroji kiroroshye cyane, hafi ya terefone igendanwa, irangwa naigiciro gito, ishoramari rito, imikorere imwe, urwego ruto rwo kwikora, kandi rushobora gutanga serivisi zintoki gusa.
Ku gisekuru cya kabiri cyo guhamagara, cyatangiye gukoresha tekinoroji ya mudasobwa nyinshi, nko kugabana amakuru, gusubiza amajwi mu buryo bwikora, n'ibindi, hamwe na porogaramu idasanzwe y'ibikoresho na porogaramu. Nyamara, ibibi ni ibintu byoroshye guhinduka, kuzamura impinduka zidahindutse, amafaranga menshi yinjira, hamwe nibikoresho byitumanaho hamwe nibikoresho bya mudasobwa biracyigenga.
Ikintu cyingenzi kiranga igisekuru cya gatatu guhamagarira ikigo ni ugutangiza tekinoroji ya CTI, ikora impinduka zujuje ubuziranenge. Ikoranabuhanga rya CTI ryubaka ikiraro hagati yitumanaho na mudasobwa, bigatuma byombi biba byose, kandi amakuru yabakiriya arashobora kwerekanwa kimwe muri sisitemu, bikazamura cyane imikorere ya serivisi.
Igisekuru cya kane guhamagarira ikigo ni softswitch ishingiye guhamagara aho kugenzura imiyoboro hamwe nibitangazamakuru bitandukanye. Ugereranije n'ibisekuru bitatu byabanjirije, igisekuru cya kane cyo guhamagarira ibikoresho byifashishwa bigabanuka cyane, bigabanya cyane ibikorwa byo kubungabunga no kubungabunga.
Igisekuru cya gatanu guhamagarira ikigo, kuri ubu kiri murwego rwo kuzamura, ni ikigo cyo guhamagara cyubatswe hamwe na tekinoroji ya IP itumanaho hamwe nijwi rya IP nkikoranabuhanga nyamukuru ryo gukoresha. Binyuze mu kumenyekanisha ikoranabuhanga rya IP, umuyoboro w’abakoresha urakungahaye, ntukigarukira gusa kuri terefone, kandi amafaranga yinjira n’ibikorwa aragabanuka. Itandukaniro rinini, birumvikana, ni uguhuza amajwi namakuru.
Mu myaka yashize, iterambere ryihuse ryikoranabuhanga rya interineti, kubara ibicu, ubwenge bwubukorikori nibindi bizamuka byihuse, mukigo guhamagarira kuzana umwanya munini wo gutekereza, agaciro k’ikigo guhamagarira kurushaho gushakishwa. IT irashobora guhanurwa ko mugihe kiri imbere, ibigo byita kumurongo bizatera imbere muburyo bwo gukoresha no gukoresha mudasobwa, kandi bizatera imbere icyarimwe hamwe na sisitemu ya IT gakondo ya mudasobwa, kandi uruhare rwabo mubikorwa byubucuruzi rugenda rwiyongera.
Centre yo guhamagara niyo nzira yiterambere ryigihe kizaza, urusaku rwiza rwo guhagarika gutegera birenze kuba ingenzi mubidukikije bisakuza, duherutse gutangiza ikigo guhamagara cyigiciro cyinshi.Umutwe wa ENC, C25DM, Urusaku rwa mikoro ebyiri guhagarika, gushungura urusaku 99%.
Igihe cyo kohereza: Ukuboza-16-2023
