{"id":12976,"date":"2015-10-15T03:53:00","date_gmt":"2015-10-15T03:53:00","guid":{"rendered":"https:\/\/atifunaldi.wordpress.com\/?p=12976"},"modified":"2015-10-15T03:53:00","modified_gmt":"2015-10-15T03:53:00","slug":"4-5g-ile-volte-cagri-merkezlerini-de-olumlu-etkileyecek","status":"publish","type":"post","link":"http:\/\/atif.unaldi.org\/blog\/2015\/10\/15\/4-5g-ile-volte-cagri-merkezlerini-de-olumlu-etkileyecek\/","title":{"rendered":"4.5G ile VoLTE \u00e7a\u011fr\u0131 merkezlerini de olumlu etkileyecek"},"content":{"rendered":"<p><a href=\"http:\/\/atifunaldi.files.wordpress.com\/2015\/10\/wpid-unnamed-file.jpeg\"><img decoding=\"async\" title=\".jpeg\" class=\"alignnone size-full\" alt=\"image\" src=\"http:\/\/atifunaldi.files.wordpress.com\/2015\/10\/wpid-unnamed-file.jpeg\" \/><\/a><br \/>\n<strong>Defne Telekom\u00fcnikasyon Genel M\u00fcd\u00fcr\u00fc O\u011fuz Halilo\u011flu, ge\u00e7ti\u011fimiz A\u011fustos ay\u0131nda ger\u00e7ekle\u015ftirilen 4,5 G ihalesinin ard\u0131ndan mobil \u015febekelerin 2016 y\u0131l\u0131nda kullan\u0131ma ge\u00e7ece\u011fi \u201cVoice over LTE\u201d (VoLTE) teknolojisinin \u00e7a\u011fr\u0131 merkezlerinde hem ses ve g\u00f6r\u00fc\u015fme kalitesini art\u0131raca\u011f\u0131n\u0131, hem de maliyetleri dolayl\u0131 olarak d\u00fc\u015f\u00fcrece\u011fini s\u00f6yledi.<\/strong><br \/>\nKuruldu\u011fu g\u00fcnden bu yana IVR ve \u00c7a\u011fr\u0131 Merkezi \u00fcr\u00fcnleri alan\u0131nda T\u00fcrkiye\u2019nin lider markalar\u0131ndan biri olan Defne Telekom\u00fcnikasyon\u2019un Genel M\u00fcd\u00fcr\u00fc O\u011fuz Halilo\u011flu, 2015 y\u0131l\u0131n\u0131n A\u011fustos ay\u0131nda ger\u00e7ekle\u015ftirilen 4,5 G ihalesi sayesinde mobil \u015febekelerin ge\u00e7ece\u011fi LTE teknolojisinin \u00e7a\u011fr\u0131 merkezi firmalar\u0131n\u0131 da olumlu y\u00f6nde etkileyece\u011fini s\u00f6yledi. Bu geli\u015fme sayesinde mobil \u015febekelerin \u201cVoice over LTE\u201d (VoLTE) ad\u0131 verilen teknolojiyi kullanmaya ba\u015flayaca\u011f\u0131n\u0131 belirten Halilo\u011flu, \u00e7a\u011fr\u0131 merkezlerinin de bu sayede t\u00fcm \u015febekelerde daha y\u00fcksek bir ses kalitesine ula\u015faca\u011f\u0131n\u0131 kaydetti.<br \/>\n<strong>\u201cM\u00fc\u015fteri ile agent kar\u015f\u0131l\u0131kl\u0131 konu\u015fur gibi olacak\u201d<\/strong><br \/>\nHalilo\u011flu \u015funlar\u0131 s\u00f6yledi: \u201c\u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcnde m\u00fc\u015fterilerin en \u00e7ok \u015fikayet ettikleri noktalardan biri, \u00f6zellikle kalabal\u0131k \u00e7a\u011fr\u0131 merkezlerinde, agentlar\u0131n seslerinin iyi duyulmamas\u0131 ve kaliteli bir ileti\u015fim kurulamamas\u0131yd\u0131. VoLTE\u2019nin hayata ge\u00e7mesiyle birlikte, \u00e7a\u011fr\u0131 merkezleri de sanki agent ile arayan ki\u015fi kar\u015f\u0131l\u0131kl\u0131 olarak konu\u015fuyorlarm\u0131\u015f gibi net bir ses kalitesine sahip olacak. Ayr\u0131ca \u015fu anda \u00f6zellikle \u015febekeden gelen sesin kalitesinin s\u0131n\u0131rl\u0131 olmas\u0131 ses tan\u0131ma teknolojilerini de s\u0131n\u0131rl\u0131yordu. VoLTE ile birlikte \u015febekeden gelen sesin kalitesi \u00e7ok ciddi anlamda artaca\u011f\u0131 i\u00e7in ses ve konu\u015fma tan\u0131ma teknolojileri daha hassas, daha duyarl\u0131 ve daha iyi tan\u0131r hale gelecek. Bu da ses teknolojilerinin \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcnde daha verimli kullan\u0131lmas\u0131n\u0131 ve agent say\u0131s\u0131n\u0131n azalt\u0131larak operasyonel giderlerin d\u00fc\u015f\u00fcr\u00fclmesini sa\u011flayacak. Di\u011fer taraftan \u00e7a\u011fr\u0131 merkezlerine teknik altyap\u0131 sa\u011flayan Defne Telekom\u00fcnikasyon gibi firmalar a\u00e7\u0131s\u0131ndan da yeni i\u015f potansiyellerinin ortaya \u00e7\u0131kmas\u0131na yard\u0131mc\u0131 olacak.\u201d<br \/>\n<strong>\u201c2015\u2019te operasyonel maliyetler artt\u0131\u201d<\/strong><br \/>\n\u00c7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcn\u00fcn yakla\u015f\u0131k 80 bin ki\u015fiye istihdam sa\u011flayan, b\u00f6lgesel kalk\u0131nmaya destek olan \u00f6nemli ve stratejik sekt\u00f6rlerden biri oldu\u011funa dikkat \u00e7eken O\u011fuz Halilo\u011flu, \u201c\u00c7a\u011fr\u0131 merkezlerinin m\u00fc\u015fteri memnuniyeti ve y\u00f6netimi konusunda firmalara ve kurumlara yaratt\u0131\u011f\u0131 katma de\u011ferin \u00f6neminin anla\u015f\u0131lmas\u0131yla birlikte sekt\u00f6rdeki i\u015f hacmi de b\u00fcy\u00fcmekte ve yeni yat\u0131r\u0131mlar artmakta. Ancak 2015\u2019te enflasyondan ve d\u00f6viz kurundaki art\u0131\u015ftan dolay\u0131 \u00e7a\u011fr\u0131 merkezlerinin operasyonel maliyetlerinde ciddi bir art\u0131\u015f g\u00f6zlemlendi. Piyasalardaki daralmadan dolay\u0131 \u00e7a\u011fr\u0131 merkezi hizmeti alan firmalar ise ald\u0131klar\u0131 hizmetin \u00fccretini artt\u0131rmak konusunda daha temkinli davranmaktalar. Bu nedenle \u00e7a\u011fr\u0131 merkezlerinde maliyeti d\u00fc\u015f\u00fcrme \u00e7abalar\u0131 h\u0131zland\u0131 ve bu 2016 y\u0131l\u0131nda da devam edecek. Defne Telekom\u00fcnikasyon\u2019un sekt\u00f6re sundu\u011fu farkl\u0131la\u015fm\u0131\u015f yenilik\u00e7i \u00e7a\u011fr\u0131 merkezi \u00fcr\u00fcnleri gibi operasyonel verimlili\u011fi artt\u0131ran ve maliyeti d\u00fc\u015f\u00fcren yaz\u0131l\u0131mlar daha da \u00f6nem kazand\u0131\u201d dedi.<br \/>\n<strong>\u201cYeni yasada \u00e7a\u011fr\u0131 merkezlerinin durumu net de\u011fil\u201d<\/strong><br \/>\nIVR, Speech Recognition ve Text-to-Speech (TTS) gibi geli\u015fen sesli yan\u0131t teknolojileri (IVR, Speech Recognition, Text-to-Speech vb) \u00e7a\u011fr\u0131 merkezi sekt\u00f6r\u00fcndeki maliyetleri d\u00fc\u015f\u00fcrece\u011fini ve \u00e7a\u011fr\u0131 merkezlerindeki agent\u2019lar\u0131n daha verimli kullan\u0131lmas\u0131n\u0131 sa\u011flayaca\u011f\u0131n\u0131 ileri s\u00fcren O\u011fuz Halilo\u011flu, \u201cSon kullan\u0131c\u0131lar\u0131n daha standart ve rutin i\u015flemlerini agent\u2019a ihtiya\u00e7 duymadan sesli yan\u0131t sistemlerini kullanarak kolayl\u0131kla halletmesi, \u00e7a\u011fr\u0131 merkezlerinin operasyonel maliyetlerini d\u00fc\u015f\u00fcrecek.\u00c7a\u011fr\u0131 merkezleri de agent\u2019lar\u0131n\u0131 m\u00fc\u015fteri memnuniyetini artt\u0131rmada daha etkili alanlarda kullanabilecek. Bunun yan\u0131nda, 1 May\u0131s 2015\u2019te y\u00fcr\u00fcrl\u00fc\u011fe giren Elektronik Ticaretin D\u00fczenlenmesi Hakk\u0131ndaki Kanun\u2019da \u00c7a\u011fr\u0131 Merkezleri e-posta ve k\u0131sa mesaj ile ticari elektronik ileti kapsam\u0131 i\u00e7inde de\u011ferlendirilmekte. Bu yeni kanun ile t\u00fcketicilerin izni olmadan ticari elektronik ileti ve sesli arama yap\u0131lam\u0131yor. Ancak bu kanununda \u00e7a\u011fr\u0131 merkezleri a\u00e7\u0131s\u0131ndan baz\u0131 a\u00e7\u0131k konular ve net olmayan alanlar var. \u00d6rne\u011fin izin alma s\u0131ras\u0131nda kullan\u0131labilecek ara\u00e7lar, y\u00f6ntemler ve i\u00e7erik net de\u011fil, al\u0131nan iznin ge\u00e7erlilik s\u00fcresi tan\u0131ml\u0131 de\u011fil, hizmet sa\u011flay\u0131c\u0131 ve arac\u0131 hizmet sa\u011flay\u0131c\u0131lar\u0131n y\u00fck\u00fcml\u00fcl\u00fckleri tam net de\u011fil, vb.zaman i\u00e7inde kanunun tekrar elden ge\u00e7irilece\u011fine ve \u00e7a\u011fr\u0131 merkezleri lehine de\u011fi\u015ftirilece\u011fine inan\u0131yoruz. \u201d ifadelerini kulland\u0131.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Defne Telekom\u00fcnikasyon Genel M\u00fcd\u00fcr\u00fc O\u011fuz Halilo\u011flu, ge\u00e7ti\u011fimiz A\u011fustos ay\u0131nda ger\u00e7ekle\u015ftirilen 4,5 G ihalesinin ard\u0131ndan mobil \u015febekelerin 2016 y\u0131l\u0131nda kullan\u0131ma ge\u00e7ece\u011fi \u201cVoice over LTE\u201d (VoLTE) teknolojisinin \u00e7a\u011fr\u0131 merkezlerinde hem ses ve g\u00f6r\u00fc\u015fme kalitesini art\u0131raca\u011f\u0131n\u0131, hem de&#8230;<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-12976","post","type-post","status-publish","format-standard","hentry","category-blogum"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - 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