{"id":1900,"date":"2015-11-05T16:13:40","date_gmt":"2015-11-05T15:13:40","guid":{"rendered":"https:\/\/blog.wildix.com\/?p=1900"},"modified":"2017-06-09T13:10:18","modified_gmt":"2017-06-09T11:10:18","slug":"cose-un-ivr","status":"publish","type":"post","link":"https:\/\/blog.wildix.com\/it\/cose-un-ivr\/","title":{"rendered":"Cos&#8217;\u00e8 un IVR?"},"content":{"rendered":"<h1>Cos&#8217;\u00e8 un IVR?<\/h1>\n<p><a href=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-05-at-16.49.18.png\"><img decoding=\"async\" class=\"alignright\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-05-at-16.49.18.png\" alt=\"ivr\" width=\"300\" \/><\/a><br \/>\n<strong>Interactive Voice Response (IVR)<\/strong> &#8211; \u00e8 una tecnologia che permette di interagire con i sistemi telefonici attraverso i toni emessi tramite una tastiera telefonica DTMF, o attraverso il riconoscimento vocale.<\/p>\n<p>Il termine IVR non \u00e8 necessariamente legato a una tecnologia VoIP.<\/p>\n<h2>IVR: benefici<\/h2>\n<p>Un esempio pratico di IVR \u00e8 quando si chiama un\u2019azienda e si sente <strong><em>\u201cpremere 1 per supporto tecnico, premere 2 per assistenza alle vendite, premere 0 per parlare con un operatore\u201d<\/em><\/strong>.<br \/>\nDopo aver fatto la scelta, la chiamata viene inoltrata a un interno (oppure un gruppo di risposta), alla segreteria telefonica, a un messaggio vocale viene riprodotto, oppure a un sottomenu di IVR che offre ancora pi\u00f9 scelte.<br \/>\n<!--more--><\/p>\n<p><strong>Grazie all\u2019IVR, in alcuni casi, \u00e8 possibile evitare completamente l\u2019intervento umano<\/strong>, per esempio, \u00e8 possibile chiamare l\u2019operatore GSM per aggiungere credito al proprio conto telefonico, o chiamare la banca per ottenere l\u2019estratto del proprio conto corrente &#8211; tutto questo senza parlare con un operatore, semplicemente seguendo i comandi vocali. La tecnologia IVR \u00e8 spesso usata per fare indagini telefoniche automatiche, quando l\u2019utente viene chiamato e gli viene chiesto di rispondere alle domande premendo i tasti sulla tastiera.<\/p>\n<p>In questo modo le aziende possono minimizzare l\u2019intervento umano, <strong>gestire maggiori volumi di telefonate, ridurre i costi e migliorare la soddisfazione della clientela<\/strong>.<\/p>\n<hr>\n<p><img decoding=\"async\" style=\"border-radius: 0px; box-shadow: none;\" width=\"550\" img class=\"aligncenter\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2017-06-09-at-14.02.02.png\" \/>\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f7465-o1\" lang=\"it-IT\" dir=\"ltr\" data-wpcf7-id=\"7465\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/it\/wp-json\/wp\/v2\/posts\/1900#wpcf7-f7465-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Modulo di contatto\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"7465\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"it_IT\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f7465-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p style=\"text-align: center;\"><span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"email*\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span>\n<\/p>\n<p><b><span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-264\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-validates-as-required\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-264[]\" value=\"Privacy*:\" \/><span class=\"wpcf7-list-item-label\">Privacy*:<\/span><\/span><\/span><\/span><\/b>I read and accept the <a href=\"https:\/\/www.wildix.com\/wildix-privacy-cookie-policy\/\"><strong><u>Privacy*<\/u><\/strong><\/a><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-809\"><span class=\"wpcf7-form-control wpcf7-checkbox\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-809[]\" value=\"\" \/><span class=\"wpcf7-list-item-label\"><\/span><\/span><\/span><\/span> I want to receive exclusive content for MPSs on how to grow my Business\n<\/p>\n<p style=\"text-align: center;\">\n\n<\/p>\n<p style=\"text-align: center;\"><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Submit\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<hr>\n<h2>IVR vs. Automated attendant<\/h2>\n<p>Automated Attendant (Auto-attendant, AA, receptionist virtuale) non \u00e8 stato fatto per supportare i menu a pi\u00f9 livelli e quindi, funziona come un semplice servizio DISA (Direct Inward System Access).<\/p>\n<p>L\u2019IVR \u00e8 una versione pi\u00f9 intelligente di auto-attendant, in grado di offrire un livello avanzato di interazione con il sistema telefonico.<br \/>\n<strong>Con IVR \u00e8 possibile configurare ogni passo (nodo), in modo tale che il chiamante possa essere instradato verso una destinazione specifica (interno, gruppo di risposta, ecc), oppure entrare in un sottomenu con pi\u00f9 opzioni disponibili<\/strong>.<\/p>\n<h2>IVR: come funziona?<\/h2>\n<p>Di solito, il chiamante viene invitato attraverso un messaggio vocale di scegliere un\u2019opzione digitando una cifra.<\/p>\n<p>Un\u2019applicazione IVR \u00e8 normalmente configurata attraverso l\u2019interfaccia grafica utente (GUI), che consente a un utente con minima o nessuna conoscenza tecnica, di creare e impostare gli alberi IVR complessi in pochi minuti.<\/p>\n<p>Ecco un esempio di albero IVR:<\/p>\n<p><a href=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-02-at-16.58.10.png\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-02-at-16.58.10.png\" alt=\"IVR_tree\" width=\"848\" height=\"235\" \/><\/a><\/p>\n<p>In questo esempio, il chiamate \u00e8 invitato a scegliere la lingua (livello 1), il reparto (livello 2), oppure premere il tasto per tornare al menu precedente. Una volta effettuata la scelta, l\u2019utente viene collegato a un interno (operatore di reparto Vendite o Supporto tecnico, che parla la lingua inglese), oppure a un gruppo di risposta (gruppo di operatori di reparto Vendite o Supporto tecnico che parlano la lingua tedesca).<\/p>\n<h2>Wildix IVR<\/h2>\n<p><a href=\"https:\/\/manuals.wildix.com\/wms-start-guide\/#h.94u5tuzgy890\" target=\"_blank\">Su questa pagina<\/a> viene spiegato passo per passo, come configurare l\u2019albero IVR dell\u2019esempio illustrato nel capitolo precedente.<\/p>\n<p>Ecco l\u2019esempio di un albero IVR, come appare nel gestionale Wildix:<\/p>\n<p><a href=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/wms148-1.png\"><img decoding=\"async\" class=\"alignnone\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/wms148-1.png\" width=\"848\" height=\"190\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cos&#8217;\u00e8 un IVR? Interactive Voice Response (IVR) &#8211; \u00e8 una tecnologia che permette di interagire con i sistemi telefonici attraverso i toni emessi tramite una tastiera telefonica DTMF, o attraverso il riconoscimento vocale. Il termine IVR non \u00e8 necessariamente legato a una tecnologia VoIP. IVR: benefici Un esempio pratico di IVR \u00e8 quando si chiama &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/blog.wildix.com\/it\/cose-un-ivr\/\" class=\"more-link\">Leggi tutto<span class=\"screen-reader-text\"> &#8220;Cos&#8217;\u00e8 un IVR?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1,91],"tags":[],"class_list":["post-1900","post","type-post","status-publish","format-standard","hentry","category-blog-it","category-voip-wiki-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cos&#039;\u00e8 un IVR?<\/title>\n<meta name=\"description\" content=\"Un esempio pratico di IVR \u00e8 quando si chiama un\u2019azienda e si sente \u201cpremere 1 per supporto tecnico, premere 2 per assistenza alle vendite...&quot;\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cos&#039;\u00e8 un IVR?\" \/>\n<meta property=\"og:description\" content=\"Un esempio pratico di IVR \u00e8 quando si chiama un\u2019azienda e si sente \u201cpremere 1 per supporto tecnico, premere 2 per assistenza alle vendite...&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.wildix.com\/it\/cose-un-ivr\/\" \/>\n<meta property=\"og:site_name\" content=\"Wildix Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wildix.pbx\" \/>\n<meta property=\"article:published_time\" content=\"2015-11-05T15:13:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-06-09T11:10:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-05-at-16.49.18.png\" \/>\n<meta name=\"author\" content=\"Elena Kornilova\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@WildixSrl\" \/>\n<meta name=\"twitter:site\" content=\"@WildixSrl\" \/>\n<meta name=\"twitter:label1\" content=\"Scritto da\" \/>\n\t<meta name=\"twitter:data1\" content=\"Elena Kornilova\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tempo di lettura stimato\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minuti\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/blog.wildix.com\/it\/cose-un-ivr\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.wildix.com\/it\/cose-un-ivr\/\"},\"author\":{\"name\":\"Elena 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