{"id":11069,"date":"2026-06-08T07:06:52","date_gmt":"2026-06-08T04:06:52","guid":{"rendered":"https:\/\/novatalks.ai\/bloga\/telephony-in-a-contact-center-more-than-just-calls\/"},"modified":"2026-06-10T17:03:28","modified_gmt":"2026-06-10T14:03:28","slug":"ip-telephony-for-contact-center-novatalks","status":"publish","type":"post","link":"https:\/\/novatalks.ai\/pl\/bloga\/ip-telephony-for-contact-center-novatalks\/","title":{"rendered":"Telefonia w contact center: wi\u0119cej ni\u017c tylko po\u0142\u0105czenia"},"content":{"rendered":"\n

Telefonia IP w contact center: wi\u0119cej ni\u017c tylko po\u0142\u0105czenia<\/strong><\/h2>\n\n\n\n

Rozmowa telefoniczna nadal pozostaje jednym z najwa\u017cniejszych kana\u0142\u00f3w kontaktu z klientem. Zw\u0142aszcza wtedy, gdy sprawa jest z\u0142o\u017cona, pilna albo gdy klientowi po prostu \u0142atwiej jest porozmawia\u0107 ni\u017c pisa\u0107.<\/p>\n\n\n\n

Jednak telefonia w nowoczesnym contact center to nie tylko same po\u0142\u0105czenia. To tak\u017ce kolejki, dystrybucja zg\u0142osze\u0144 mi\u0119dzy agentami, przekierowania, nagrywanie rozm\u00f3w i kontrola nieodebranych po\u0142\u0105cze\u0144. Wszystkie te procesy mog\u0105 dzia\u0142a\u0107 p\u0142ynnie \u2014 albo tworzy\u0107 chaos.<\/p>\n\n\n\n

NovaTalks \u0142\u0105czy telefoni\u0119 z innymi kana\u0142ami komunikacji \u2014 komunikatorami, czatem online i e-mailem \u2014 w jednym interfejsie. Agent widzi po\u0142\u0105czenia i wiadomo\u015bci w jednym oknie. Mened\u017cer kontroluje wszystko z jednego miejsca.<\/p>\n\n\n\n

Co potrafi NovaTalks<\/strong><\/h2>\n\n\n\n

Elastyczna dystrybucja po\u0142\u0105cze\u0144 i czat\u00f3w<\/strong><\/p>\n\n\n\n

Samodzielnie decydujesz, ile po\u0142\u0105cze\u0144 i czat\u00f3w agent mo\u017ce obs\u0142ugiwa\u0107 jednocze\u015bnie. Obci\u0105\u017cenie jest rozdzielane r\u00f3wnomiernie, dzi\u0119ki czemu \u017caden agent nie jest przeci\u0105\u017cony, a \u017caden klient nie czeka d\u0142u\u017cej, ni\u017c to konieczne.<\/p>\n\n\n\n

Zawieszenie, przekierowanie i konsultacja<\/strong><\/p>\n\n\n\n

Podczas aktywnego po\u0142\u0105czenia agent mo\u017ce zawiesi\u0107 rozmow\u0119 z klientem, przekierowa\u0107 po\u0142\u0105czenie do innego dzia\u0142u lub agenta albo do\u0142\u0105czy\u0107 koleg\u0119 do konsultacji bez ko\u0144czenia rozmowy. Pomaga to rozwi\u0105zywa\u0107 z\u0142o\u017cone sytuacje bez niepotrzebnych oddzwaniania.<\/p>\n\n\n\n

Nagrywanie rozm\u00f3w<\/strong><\/p>\n\n\n\n

Wszystkie po\u0142\u0105czenia s\u0105 nagrywane automatycznie. Mened\u017cer mo\u017ce ods\u0142ucha\u0107 dowoln\u0105 rozmow\u0119, aby oceni\u0107 jako\u015b\u0107 obs\u0142ugi, przeszkoli\u0107 zesp\u00f3\u0142 lub przeanalizowa\u0107 sporn\u0105 sytuacj\u0119 z klientem.<\/p>\n\n\n\n

Nieodebrane po\u0142\u0105czenia pod kontrol\u0105<\/strong><\/p>\n\n\n\n

Klienci, kt\u00f3rzy nie doczekali si\u0119 po\u0142\u0105czenia z agentem, nie zostaj\u0105 utraceni. Funkcja \u201eNieodebrane dialogi\u201d zbiera wszystkie takie po\u0142\u0105czenia w jednym miejscu \u2014 agent widzi, do kogo trzeba oddzwoni\u0107, i mo\u017ce zrobi\u0107 to kilkoma klikni\u0119ciami.<\/p>\n\n\n\n

Menu g\u0142osowe IVR<\/strong><\/p>\n\n\n\n

Skonfiguruj automatyczne menu g\u0142osowe, kt\u00f3re wita klienta, pomaga wybra\u0107 odpowiedni dzia\u0142 i kieruje po\u0142\u0105czenie do w\u0142a\u015bciwego agenta. Proste zg\u0142oszenia mog\u0105 by\u0107 obs\u0142ugiwane bez udzia\u0142u zespo\u0142u \u2014 przez ca\u0142\u0105 dob\u0119.<\/p>\n\n\n\n

Ocena jako\u015bci po rozmowie<\/strong><\/p>\n\n\n\n

Po zako\u0144czeniu po\u0142\u0105czenia klient mo\u017ce automatycznie otrzyma\u0107 pro\u015bb\u0119 o ocen\u0119 obs\u0142ugi. Daje to mened\u017cerowi realn\u0105 informacj\u0119 zwrotn\u0105, a nie tylko subiektywne wra\u017cenia.<\/p>\n\n\n\n

Co otrzymuje mened\u017cer<\/strong><\/h2>\n\n\n\n
    \n
  • pe\u0142ny obraz obci\u0105\u017cenia zespo\u0142u w czasie rzeczywistym;<\/li>\n\n\n\n
  • nagrania rozm\u00f3w do kontroli jako\u015bci i szkolenia;<\/li>\n\n\n\n
  • statystyki nieodebranych po\u0142\u0105cze\u0144 i czasu oczekiwania;<\/li>\n\n\n\n
  • oceny jako\u015bci obs\u0142ugi od klient\u00f3w po ka\u017cdej rozmowie;<\/li>\n\n\n\n
  • elastyczne ustawienia kolejek i dystrybucji bez udzia\u0142u IT.<\/li>\n<\/ul>\n\n\n\n

    Co otrzymuje agent<\/strong><\/h2>\n\n\n\n
      \n
    • po\u0142\u0105czenia i wiadomo\u015bci w jednym oknie \u2014 bez prze\u0142\u0105czania si\u0119 mi\u0119dzy programami;<\/li>\n\n\n\n
    • pe\u0142n\u0105 histori\u0119 klienta przed rozpocz\u0119ciem rozmowy;<\/li>\n\n\n\n
    • wygodne narz\u0119dzia do zawieszenia, przekierowania i konsultacji podczas po\u0142\u0105czenia;<\/li>\n\n\n\n
    • list\u0119 nieodebranych po\u0142\u0105cze\u0144 do samodzielnego oddzwaniania.<\/li>\n<\/ul>\n\n\n\n

      Jak pod\u0142\u0105czy\u0107 telefoni\u0119 do NovaTalks<\/strong><\/h2>\n\n\n\n

      Aby korzysta\u0107 z telefonii, potrzebny jest wirtualny wielokana\u0142owy numer IP od dowolnego operatora. W Ukrainie mo\u017ce to by\u0107 Kyivstar, Lifecell, Ukrtelecom, Vega i inni dostawcy.<\/p>\n\n\n\n

      Proces pod\u0142\u0105czenia jest prosty: zamawiasz numer u operatora, otrzymujesz parametry po\u0142\u0105czenia i przekazujesz je zespo\u0142owi NovaTalks. Reszt\u0119 konfigurujemy my.<\/p>\n\n\n\n

      Je\u015bli obecnie korzystasz z bramki GSM, pomo\u017cemy przej\u015b\u0107 na nowe rozwi\u0105zanie bez utraty klient\u00f3w: na okres przej\u015bciowy skonfigurujemy przekierowanie ze starego numeru na nowy.<\/p>\n\n\n\n

      FAQ<\/strong><\/h2>\n\n\n\n

      Czy z telefonii NovaTalks mo\u017cna korzysta\u0107 bez innych kana\u0142\u00f3w?<\/strong><\/p>\n\n\n\n

      Tak. Platforma daje jednak najwi\u0119ksz\u0105 warto\u015b\u0107 w trybie omnichannel \u2014 gdy po\u0142\u0105czenia, komunikatory i czat dzia\u0142aj\u0105 razem, a agent widzi ujednolicon\u0105 histori\u0119 klienta.<\/p>\n\n\n\n

      Ilu agent\u00f3w mo\u017ce pracowa\u0107 jednocze\u015bnie?<\/strong><\/p>\n\n\n\n

      Liczba agent\u00f3w nie jest ograniczona. Wszystko zale\u017cy od liczby sesji g\u0142osowych dost\u0119pnych w planie Twojego operatora.<\/p>\n\n\n\n

      Czy nagrania rozm\u00f3w s\u0105 przechowywane?<\/strong><\/p>\n\n\n\n

      Tak, wszystkie nagrania s\u0105 przechowywane na platformie i dost\u0119pne dla mened\u017cera w dowolnym momencie.<\/p>\n\n\n\n

      Czy mo\u017cna skonfigurowa\u0107 r\u00f3\u017cne kolejki dla r\u00f3\u017cnych dzia\u0142\u00f3w?<\/strong><\/p>\n\n\n\n

      Tak. Mo\u017cesz elastycznie konfigurowa\u0107 kolejki oraz dystrybucj\u0119 mi\u0119dzy zespo\u0142ami i agentami w zale\u017cno\u015bci od tematu zg\u0142oszenia.<\/p>\n\n\n\n

      NovaTalks to platforma do obs\u0142ugi klienta, w kt\u00f3rej telefonia dzia\u0142a razem ze wszystkimi innymi kana\u0142ami komunikacji. Wypr\u00f3buj bezp\u0142atnie przez 14 dni lub popro\u015b o demo.<\/p>\n","protected":false},"excerpt":{"rendered":"

      Nowoczesna telefonia pomaga contact center szybciej obs\u0142ugiwa\u0107 po\u0142\u0105czenia, r\u00f3wnomiernie rozdziela\u0107 obci\u0105\u017cenie mi\u0119dzy agentami, \u015bledzi\u0107 nieodebrane zg\u0142oszenia i zachowywa\u0107 pe\u0142n\u0105 histori\u0119 komunikacji z klientem.
      \nW NovaTalks po\u0142\u0105czenia dzia\u0142aj\u0105 razem z czatami, komunikatorami i e-mailem w jednym interfejsie, dzi\u0119ki czemu zespo\u0142y wsparcia mog\u0105 odpowiada\u0107 szybciej i efektywniej.<\/p>\n","protected":false},"author":7,"featured_media":11026,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1173],"tags":[4039,4042,4041,4040,4043,4036,4045,4038,4046,4044,4008,4037,4050,4048,4049,4035,4047,4051,4052,4053],"class_list":["post-11069","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bloga","tag-agent-workload-distribution-pl","tag-business-phone-system-pl","tag-call-center-telephony-pl","tag-call-queue-management-pl","tag-call-recording-pl","tag-call-routing-pl","tag-callback-management-pl","tag-contact-center-software-pl","tag-contact-center-telephony-pl","tag-customer-communication-history-pl","tag-customer-service-automation-pl","tag-customer-support-platform-pl","tag-ip-telephony-for-contact-center-pl","tag-ivr-for-contact-center-pl","tag-missed-call-management-pl","tag-multichannel-support-pl","tag-novatalks-telephony-pl","tag-omnichannel-contact-center-pl","tag-voice-menu-pl","tag-voip-for-contact-center-pl"],"acf":[],"yoast_head":"\nTelefonia IP dla contact center | NovaTalks<\/title>\n<meta name=\"description\" content=\"\ud83d\udcde Telefonia IP NovaTalks pomaga contact center zarz\u0105dza\u0107 po\u0142\u0105czeniami, IVR, kolejkami, nagraniami, nieodebranymi po\u0142\u0105czeniami i histori\u0105 klienta w jednym interfejsie.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/novatalks.ai\/pl\/bloga\/ip-telephony-for-contact-center-novatalks\/\" \/>\n<meta property=\"og:locale\" content=\"pl_PL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Telefonia IP dla contact center | NovaTalks\" \/>\n<meta property=\"og:description\" content=\"\ud83d\udcde Telefonia IP NovaTalks pomaga contact center zarz\u0105dza\u0107 po\u0142\u0105czeniami, IVR, kolejkami, nagraniami, nieodebranymi po\u0142\u0105czeniami i histori\u0105 klienta w jednym interfejsie.\" \/>\n<meta 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