{"id":382740,"date":"2020-08-18T10:31:32","date_gmt":"2020-08-18T17:31:32","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-es\/actualizacion-mensual-acelere-su-centro-de-contacto-con-cisco-webex-contact-center-basado-en-la-nube\/"},"modified":"2020-08-18T10:31:32","modified_gmt":"2020-08-18T17:31:32","slug":"actualizacion-mensual-acelere-su-centro-de-contacto-con-cisco-webex-contact-center-basado-en-la-nube","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/es\/experiencia-del-cliente\/actualizacion-mensual-acelere-su-centro-de-contacto-con-cisco-webex-contact-center-basado-en-la-nube\/","title":{"rendered":"Actualizaci\u00f3n mensual: Acelere su centro de contacto con Cisco ..."},"content":{"rendered":"<h2><span><br \/>\n  <strong>Le damos la bienvenida a nuestra serie de blogs de actualizaci\u00f3n mensual de caracter\u00edsticas <\/strong><br \/>\n<\/span><\/h2>\n<p>Con el fin de mantener a nuestros clientes informados de las nuevas caracter\u00edsticas disponibles en nuestra cartera del centro de contacto de Cisco, hemos creado esta serie de blogs mensuales. Cada mes, recibir\u00e1 noticias de mi parte y de mis colegas de Cisco, sobre las nuevas caracter\u00edsticas de nuestra cartera de Webex que ayudan a las organizaciones a mejorar la colaboraci\u00f3n en el lugar de trabajo, la productividad y la experiencia del cliente.<\/p>\n<p>Este mes, estoy destacando algunas de las emocionantes caracter\u00edsticas que hemos introducido con el <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">centro de contacto de Webex<\/a>, nuestro vers\u00e1til centro de contacto como servicio (CCaaS) para peque\u00f1os y grandes centros de contacto, en el que conf\u00edan las principales empresas financieras, de servicios de salud, del sector minorista y de entretenimiento de todo el mundo.<\/p>\n<p>Como utilizamos un enfoque \u00e1gil de desarrollo en la nube, podemos introducir nuevas caracter\u00edsticas y funcionalidades de forma frecuente y continua. Nuestra exclusiva plataforma Webex para centros de contacto en la nube nos permite ofrecer estas nuevas caracter\u00edsticas en toda nuestra cartera de centros de contacto, lo que permite a los clientes, tanto en la <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\">nube<\/a> como en las instalaciones, aprovechar r\u00e1pidamente las nuevas funcionalidades que los ayudan a alcanzar sus objetivos comerciales.<\/p>\n<h2><span><br \/>\n  <strong>Estas son las novedades<\/strong><br \/>\n<\/span><\/h2>\n<h2><span><br \/>\n  <strong>Tome decisiones m\u00e1s inteligentes con Webex Workforce Optimization <\/strong><br \/>\n<\/span><\/h2>\n<p>Nuestro paquete mejorado de <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Workforce Optimization<\/a> (WFO) en la nube incluye administraci\u00f3n de la calidad, administraci\u00f3n de la plantilla y an\u00e1lisis que permiten a los supervisores de los centros de contacto optimizar el desempe\u00f1o de los agentes y obtener valiosos datos sobre sus clientes. La soluci\u00f3n incluye tres m\u00f3dulos clave y ahora est\u00e1 disponible con nuestra soluci\u00f3n en las instalaciones, Unified Contact Center Express, as\u00ed como tambi\u00e9n con el centro de contacto de Webex:<\/p>\n<ul>\n<li><strong><br \/>\n  <span>La administraci\u00f3n de la calidad<\/span> <\/strong>incluye la grabaci\u00f3n escalable de llamadas de voz y de pantalla, y herramientas de evaluaci\u00f3n de la calidad que permiten a los supervisores revisar y evaluar f\u00e1cilmente los niveles de desempe\u00f1o de los individuos y los equipos, para que puedan estar al tanto de la productividad del equipo, la resoluci\u00f3n de la primera llamada (FCR) y la satisfacci\u00f3n del cliente (CSAT).<\/li>\n<\/ul>\n<div id=\"attachment_334892\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334892\" class=\"wp-image-334892 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png 840w\" alt=\"El m\u00f3dulo de administraci\u00f3n de la calidad de Webex WFO permite a los gestores del centro de contacto encontrar interacciones de inter\u00e9s con una precisi\u00f3n milim\u00e9trica, mediante el uso de una potente combinaci\u00f3n de datos de clientes, energ\u00eda de voz y otros metadatos relacionados con el negocio.\" width=\"840\" height=\"511\" \/><p id=\"caption-attachment-334892\" class=\"wp-caption-text\">Administraci\u00f3n de la calidad de Webex Workforce optimization<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Con la administraci\u00f3n de la fuerza laboral, <\/strong><br \/>\n<\/span>los supervisores y gerentes pueden desarrollar horarios para varios centros, gestionar datos cr\u00edticos e indicadores clave de desempe\u00f1o (KPI), y gestionar el cumplimiento de los agentes en tiempo real con sus horarios. De este modo, los centros de contacto pueden prever lo inesperado con facilidad y precisi\u00f3n, analizar y ajustar de forma proactiva las realidades diarias y tomar decisiones m\u00e1s inteligentes para gestionar los recursos cr\u00edticos de la empresa con el fin de optimizar los niveles de servicio.<\/li>\n<\/ul>\n<div id=\"attachment_334893\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334893\" class=\"wp-image-334893 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png\" sizes=\"auto, (max-width: 833px) 100vw, 833px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png 833w\" alt=\"Gracias al m\u00f3dulo de administraci\u00f3n de la fuerza laboral de Webex WFO, los gerentes de los centros de contacto pueden pronosticar las tendencias de volumen, desarrollar los horarios de los agentes y hacer un seguimiento de los indicadores clave de desempe\u00f1o. \" width=\"833\" height=\"507\" \/><p id=\"caption-attachment-334893\" class=\"wp-caption-text\">Administraci\u00f3n de la calidad de Webex Workforce optimization<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>El Workforce Optimization Analytics <\/strong><br \/>\n<\/span>integra an\u00e1lisis de voz, de escritorio y de texto en una \u00fanica herramienta de an\u00e1lisis unificada, lo que ofrece a los supervisores informaci\u00f3n basada en datos y m\u00e9tricas vitales sobre la voz de sus clientes. Esto proporciona a las organizaciones una visi\u00f3n \u00fanica sobre cada conversaci\u00f3n con el cliente, para que puedan realizar mejoras que conduzcan a una experiencia del cliente y a resultados empresariales superadores.<\/li>\n<\/ul>\n<div id=\"attachment_334894\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334894\" class=\"wp-image-334894 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png\" sizes=\"auto, (max-width: 845px) 100vw, 845px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-300x180.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-768x461.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png 845w\" alt=\"Los responsables de los centros de contacto pueden integrar y visualizar sin problemas la informaci\u00f3n desde cualquier lugar de Webex WFO mediante el m\u00f3dulo Analytics. \" width=\"845\" height=\"507\" \/><p id=\"caption-attachment-334894\" class=\"wp-caption-text\">Webex Workforce Optimization Analytics<\/p><\/div>\n<h2><span><br \/>\n  <strong>Mejora de la eficiencia operativa con los informes del analizador del centro de contacto de Webex<\/strong><br \/>\n<\/span><\/h2>\n<p>Hemos realizado algunas mejoras en nuestra soluci\u00f3n de an\u00e1lisis avanzado que facilitan y agilizan la b\u00fasqueda de informaci\u00f3n vital y simplifican la configuraci\u00f3n de umbrales para m\u00e9tricas clave como los tiempos de espera.<\/p>\n<ul>\n<li><span><br \/>\n  <strong>B\u00fasqueda mejorada: <\/strong><br \/>\n<\/span>Ahorra tiempo al proporcionar una vista de todos los nombres de carpetas, informes o tableros de mandos, que coinciden con la cadena de b\u00fasqueda para la b\u00fasqueda avanzada. Hemos introducido algunas mejoras en nuestra soluci\u00f3n de an\u00e1lisis avanzado que facilitan y agilizan la b\u00fasqueda de informaci\u00f3n vital y simplifican la configuraci\u00f3n de los umbrales para las m\u00e9tricas clave.<\/li>\n<li><strong><br \/>\n  <span>Informes de umbral:<\/span>\u00a0<\/strong>Permite establecer umbrales y alertas personalizados para los datos de los agentes y las llamadas con el fin de estar al tanto de los tiempos de espera u otras m\u00e9tricas que necesita seguir de cerca.<\/li>\n<\/ul>\n<div id=\"attachment_334681\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334681\" class=\"wp-image-334681 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png\" sizes=\"auto, (max-width: 924px) 100vw, 924px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--300x173.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--768x444.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png 924w\" alt=\"B\u00fasqueda mejorada del analizador del centro de contacto de Webex\" width=\"924\" height=\"534\" \/><p id=\"caption-attachment-334681\" class=\"wp-caption-text\">B\u00fasqueda mejorada del analizador del centro de contacto de Webex<\/p><\/div>\n<h2><span><br \/>\n  <strong>Implementaci\u00f3n y administraci\u00f3n simplificadas con Webex Control Hub<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Llamadas PSTN de Cisco para el centro de contacto de Webex:<\/strong><br \/>\n<\/span> Ahora ofrecemos una soluci\u00f3n de llamadas PSTN de r\u00e1pida implementaci\u00f3n para los clientes de Cisco Webex Contact Center y Cisco Webex Contact Center Enterprise, lo que facilita la compra y la implementaci\u00f3n de su centro de contacto con una sola factura de Cisco. Con el fin de simplificar a\u00fan m\u00e1s las cosas, los derechos de PSTN se pueden a\u00f1adir y aprovisionar en <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-control-hub\/index.html\">Webex Control Hub<\/a>, nuestra herramienta de administraci\u00f3n en la nube para las soluciones de colaboraci\u00f3n Webex. Los clientes pueden comprar una suscripci\u00f3n al centro de contacto de Webex e incluir las llamadas PSTN de Cisco y estar en funcionamiento en tan solo cinco d\u00edas.<\/li>\n<\/ul>\n<div id=\"attachment_334685\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334685\" class=\"wp-image-334685 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png 842w\" alt=\"Agregar Cisco PSTN para el centro de contacto de Webex a trav\u00e9s de Webex Control Hub\" width=\"842\" height=\"472\" \/><p id=\"caption-attachment-334685\" class=\"wp-caption-text\">Agregar Cisco PSTN para el centro de contacto de Webex a trav\u00e9s de Webex Control Hub<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Aplicaciones<\/strong><br \/>\n  <strong><br \/>\n    <sup><\/sup><br \/>\n  <\/strong><br \/>\n  <strong> de terceros: <\/strong><br \/>\n<\/span>Hemos facilitado la administraci\u00f3n del conector del centro de contacto de Webex para Salesforce y otras aplicaciones de terceros<sup> <\/sup>a trav\u00e9s de Webex Control Hub. El conector de Salesforce proporciona datos cr\u00edticos de los clientes en el escritorio del agente, lo que mejora la eficiencia y minimiza el cambio de aplicaci\u00f3n mientras se ayuda a los clientes. Adem\u00e1s, el conector permite a los centros de contacto personalizar los flujos y el routing de IVR bas\u00e1ndose en el acceso en tiempo real a los datos de los clientes, lo que garantiza que los clientes se dirijan a la persona m\u00e1s calificada que pueda proporcionar las respuestas m\u00e1s precisas y oportunas, en un primer momento.<\/li>\n<\/ul>\n<div id=\"attachment_334688\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334688\" class=\"wp-image-334688\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png\" sizes=\"auto, (max-width: 1072px) 100vw, 1072px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-1024x575.png 1024w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png 1072w\" alt=\"Conectores del centro de contacto de Webex para aplicaciones de terceros administradas en Webex Control Hub\" width=\"730\" height=\"410\" \/><p id=\"caption-attachment-334688\" class=\"wp-caption-text\">Conectores del centro de contacto de Webex para aplicaciones de terceros administradas en Webex Control Hub<\/p><\/div>\n<h2><span><br \/>\n  <strong>\u00bfQu\u00e9 sigue?<\/strong><br \/>\n<\/span><\/h2>\n<p>Espero poder comunicarme con ustedes de manera regular y saber c\u00f3mo estas nuevas caracter\u00edsticas los est\u00e1n ayudando a lograr un mayor \u00e9xito. Est\u00e9n atentos al blog del mes que viene, en el que resaltar\u00e9 las nuevas caracter\u00edsticas que mejoran su capacidad de ser m\u00e1s proactivos a la hora de mejorar las experiencias de sus clientes.<\/p>\n<blockquote><p>Para obtener m\u00e1s informaci\u00f3n sobre el centro de contacto de Webex, lea nuestro <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/webex-contact-center-ebook.pdf?ccid=cc001193&#038;oid=ebkco018808\">libro electr\u00f3nico<\/a>. Para obtener m\u00e1s informaci\u00f3n sobre las soluciones del Cisco Contact Center, visite nuestro <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">sitio web<\/a>.<\/p><\/blockquote>\n<p><span><br \/>\n  <strong>\u00bfQuiere hablar con un experto de Cisco sobre las soluciones del centro de contacto?\u00a0\u00a0 <\/strong><br \/>\n<\/span><\/p>\n<p>Explore las opciones de soluciones del centro de contacto de r\u00e1pida implementaci\u00f3n que le acompa\u00f1ar\u00e1n a largo plazo. <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/remote-agents.html#~contact-us\">P\u00f3ngase en contacto con un experto de Cisco aqu\u00ed.<\/a><\/p>\n<p><span><br \/>\n  <strong>M\u00e1s informaci\u00f3n<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020\">Se identifica a Cisco como l\u00edder en el Globo de Arag\u00f3n para el Centro de Contacto Inteligente 2020<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/a-blueprint-for-hybrid-workplaces\">Un plan para los lugares de trabajo h\u00edbridos<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences\">Las \u00faltimas innovaciones de Cisco en Inteligencia Artificial mejoran el desempe\u00f1o del centro de contacto y enriquecen la experiencia del cliente<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Consulte la actualizaci\u00f3n de este mes sobre las nuevas caracter\u00edsticas que ayudan a las organizaciones a mejorar la colaboraci\u00f3n en el lugar de trabajo, la productividad y la experiencia del cliente en nuestra cartera del centro de contacto de Cisco.<\/p>\n","protected":false},"author":5501,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5293,1567],"tags":[15112],"class_list":["post-382740","post","type-post","status-publish","format-standard","hentry","category-colaboracion","category-experiencia-del-cliente","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Actualizaci\u00f3n mensual: Acelere su centro de contacto con Cisco Webex Contact Center basado en la nube | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Actualizaci\u00f3n mensual: Acelere su centro de contacto con Cisco Webex Contact Center basado en la nube | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Consulte la actualizaci\u00f3n de este mes sobre las nuevas caracter\u00edsticas que ayudan a las organizaciones a mejorar la colaboraci\u00f3n en el lugar de trabajo, la productividad y la experiencia del cliente en nuestra cartera del centro de contacto de Cisco.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta 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