{"id":20191,"date":"2021-07-14T13:43:07","date_gmt":"2021-07-14T20:43:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/cisco-designe-comme-leader-dans-le-rapport-aragon-globe-2021-pour-les-centres-de-contact-intelligents\/"},"modified":"2021-08-02T14:53:16","modified_gmt":"2021-08-02T21:53:16","slug":"cisco-designe-comme-leader-dans-le-rapport-aragon-globe-2021-pour-les-centres-de-contact-intelligents","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/cisco-designe-comme-leader-dans-le-rapport-aragon-globe-2021-pour-les-centres-de-contact-intelligents\/","title":{"rendered":"Cisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon ..."},"content":{"rendered":"

Les donn\u00e9es et l\u2019IA optimiseront les exp\u00e9riences client de nouvelle g\u00e9n\u00e9ration<\/h2>\n

Aragon, cabinet d\u2019analyse renomm\u00e9, a publi\u00e9 cette semaine son \u00e9valuation annuelle du march\u00e9 des centres de contact pour 2021, le tr\u00e8s attendu rapport Aragon Research Globe™ pour les centres de contact intelligents. Cisco (Webex) a \u00e9t\u00e9 d\u00e9sign\u00e9 comme un leader pour la troisi\u00e8me ann\u00e9e cons\u00e9cutive. Nous sommes \u00e0 la fois reconnaissants pour cette distinction et fiers du travail et des investissements cons\u00e9quent qui, nous en sommes convaincus, ont conduit \u00e0 ce classement.<\/p>\n


\n \"ICC
\n<\/a><\/p>\n

Examinons quelques points essentiels de ce rapport, qui contient de nombreuses observations importantes sur le caract\u00e8re \u00e9volutif du march\u00e9 des centres de contact, ainsi que l\u2019acc\u00e9l\u00e9ration des innovations, en partie due \u00e0 l\u2019important essor du t\u00e9l\u00e9travail provoqu\u00e9 par la pand\u00e9mie mondiale en 2020-2021.<\/p>\n

Transformation num\u00e9rique et communications omnicanales \u2013 optimis\u00e9es par le cloud<\/h2>\n

Aragon note dans son rapport la nature critique de la transformation num\u00e9rique continue, non seulement pour l\u2019efficacit\u00e9 op\u00e9rationnelle via des taux sup\u00e9rieurs d\u2019automatisation des processus, mais aussi pour un meilleur engagement client.<\/p>\n

Il est \u00e9vident que les consommateurs d\u2019aujourd\u2019hui veulent pouvoir choisir comment interagir, se tournent massivement vers les canaux de communication num\u00e9riques et souhaitent obtenir des informations contextuelles \u00e0 suivre lorsqu\u2019une assistance en direct est requise.
\nSelon le rapport\u00a0:<\/p>\n

\u00ab\u00a0Cisco (Webex), un leader dans le domaine des communications unifi\u00e9es et de la collaboration (UCC), a poursuivi sa strat\u00e9gie pluriannuelle d\u2019am\u00e9lioration de son portefeuille de solutions pour les centres de contact [\u2026] en s\u2019appuyant sur des acquisitions et sur le d\u00e9veloppement technologique organique.\u00a0\u00bb<\/p><\/blockquote>\n

Les solutions cloud hybrides apportent de la valeur \u00e0 toute la cha\u00eene de d\u00e9ploiement des centres de contact<\/h2>\n

Le rapport souligne \u00e9galement la capacit\u00e9 de Webex \u00e0 int\u00e9grer les innovations du cloud aux centres de contact existants. Comme le mentionne Aragon,<\/p>\n

\u00ab\u00a0Nous continuons \u00e0 constater une maturit\u00e9 \u00e9lev\u00e9e concernant la capacit\u00e9 \u00e0 d\u00e9ployer des applications\u00a0SaaS en tant que services g\u00e9r\u00e9s sur site, ce qui est \u00e9galement connu sous le nom de cloud hybride.\u00a0\u00bb<\/p><\/blockquote>\n

Cet aspect important transpara\u00eet \u00e9galement dans la volont\u00e9 de Webex d\u2019apporter de la valeur suppl\u00e9mentaire aux plus de 3,5\u00a0millions d\u2019agents qui utilisent d\u00e9j\u00e0 des plateformes de centres de contact Cisco.<\/p>\n

Des capacit\u00e9s \u00e0 fort impact, telles que l\u2019IA conversationnelle, les transcriptions pour les agents et l\u2019analyse des sentiments du client, sont d\u00e9sormais disponibles pour nos clients existants, depuis le cloud.<\/p>\n

Plus forts ensemble \u2013 l\u2019essor des centres de contact \u00e0 collaboration int\u00e9gr\u00e9e<\/h2>\n

L\u2019engagement client d\u2019aujourd\u2019hui exige que les agents des centres de contact puissent acc\u00e9der du bout du doigt au soutien offert par les experts de leur entreprise. Alors que l\u2019automatisation num\u00e9rique progresse tr\u00e8s rapidement, les interactions en direct restantes sont in\u00e9vitablement de nature plus complexe. Pour cette raison, Aragon pr\u00e9cise que<\/p>\n

\u00ab\u00a0Il est ind\u00e9niable que les capacit\u00e9s de communications unifi\u00e9es et de collaboration s\u2019int\u00e8grent tr\u00e8s efficacement avec les centres de contact [\u2026] de plus en plus d\u2019acheteurs souhaitent acqu\u00e9rir une offre int\u00e9gr\u00e9e [\u2026] car le centre de contact est une application de communication avanc\u00e9e et certaines \u00e9quipes ne peuvent pas se contenter simplement d\u2019une solution basique de t\u00e9l\u00e9phonie et de messagerie.\u00a0\u00bb<\/p><\/blockquote>\n

En tant que fournisseur d\u2019une suite compl\u00e8te de solutions de collaboration, Cisco (Webex) est id\u00e9alement positionn\u00e9 pour proposer aux utilisateurs une solution coh\u00e9rente incluant les appels, la messagerie, les r\u00e9unions et les services de centre de contact.<\/p>\n

Dans son rapport Aragon Globe pour les communications unifi\u00e9es et la collaboration<\/a> de 2021, dans lequel Cisco (Webex) a \u00e9galement \u00e9t\u00e9 d\u00e9sign\u00e9 comme un leader, Aragon a soulign\u00e9 la valeur de l\u2019int\u00e9gration de Webex Contact Center non seulement \u00e0 la toute nouvelle exp\u00e9rience offerte par l\u2019application Webex, mais aussi \u00e0 un portefeuille complet d\u2019appareils de collaboration con\u00e7us pour les agents et tous les autres membres de l\u2019entreprise qui les appuient.<\/p>\n

Cisco (Webex) honor\u00e9 d\u2019\u00eatre distingu\u00e9 comme un innovateur et un leader sur le march\u00e9 des centres de contact cloud, sujet \u00e0 une \u00e9volution rapide<\/h2>\n

Plus que toute autre p\u00e9riode par le pass\u00e9, les 18\u00a0derniers mois ont montr\u00e9 que le centre de contact est un \u00e9l\u00e9ment essentiel de la transformation num\u00e9rique globale et peut permettre de cr\u00e9er un engagement client inspirant pour les entreprises.
\nComme l\u2019explique Jim Lundy, analyste principal chez Aragon\u00a0:<\/p>\n

\u00ab\u00a0Cisco est id\u00e9alement positionn\u00e9 en vue de la transition vers le centre de contact intelligent.\u00a0\u00bb<\/p><\/blockquote>\n

L\u2019innovation dans le secteur de l\u2019exp\u00e9rience client est \u00e0 un niveau sans pr\u00e9c\u00e9dent, avec un d\u00e9ploiement continu de nouvelles capacit\u00e9s \u00e0 un rythme \u00e9lev\u00e9. Nous avons r\u00e9alis\u00e9 d\u2019importants investissements pour proposer \u00e0 nos clients non seulement les capacit\u00e9s les plus r\u00e9centes, mais surtout celles qui, conform\u00e9ment \u00e0 leurs explications, les aideront \u00e0 avoir le plus fort impact en proposant leurs propres services de fa\u00e7on fluide, personnalis\u00e9e et percutante \u00e0 leurs propres clients.<\/p>\n

Cliquez ici<\/a> pour consulter l\u2019int\u00e9gralit\u00e9 du rapport\u00a02021 d\u2019Aragon sur les centres de contact intelligents.<\/p><\/blockquote>\n

En savoir plus<\/strong><\/p>\n

Cisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon Globe™\u00a02021 pour les communications unifi\u00e9es et la collaboration<\/a><\/p>\n

Comment les centres de contact cloud cr\u00e9ent des exp\u00e9riences client exceptionnelles<\/a><\/p>\n

Int\u00e9grer la puissance des donn\u00e9es dans les centres de contact pour cr\u00e9er des \u00ab\u00a0super agents\u00a0\u00bb<\/a><\/p>\n

Avis de non-responsabilit\u00e9 d\u2019Aragon\u00a0: Aragon Research ne fait pas la promotion des fournisseurs, ou de leurs produit ou services, pr\u00e9sent\u00e9s dans ses rapports d\u2019\u00e9tude et ne conseille pas aux utilisateurs de choisir les fournisseurs b\u00e9n\u00e9ficiant des meilleures \u00e9valuations. Les publications d\u2019Aragon Research refl\u00e8tent uniquement les opinions d\u2019Aragon Research and Advisory Services et ne doivent en aucun cas \u00eatre consid\u00e9r\u00e9es comme des \u00e9l\u00e9ments irr\u00e9futables. Aragon Research fournit ses publications de recherche et les informations qu\u2019elles contiennent \u00ab\u00a0EN L\u2019\u00c9TAT\u00a0\u00bb, sans garantie d\u2019aucune sorte.<\/strong><\/h5>\n","protected":false},"excerpt":{"rendered":"

Cisco (Webex) a \u00e9t\u00e9 d\u00e9sign\u00e9 comme un leader pour la troisi\u00e8me ann\u00e9e cons\u00e9cutive. Nous sommes \u00e0 la fois reconnaissants pour cette distinction et fiers du travail et des investissements cons\u00e9quent qui, nous en sommes convaincus, ont conduit \u00e0 ce classement.<\/p>\n","protected":false},"author":5430,"featured_media":18570,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1563],"tags":[4278],"class_list":["post-20191","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-client","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"\nCisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon Globe™\u00a02021 pour les centres de contact intelligents | 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\/cisco-named-a-leader-in-aragon-globe-for-intelligent-contact-centers-2021\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Cisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon Globe™\u00a02021 pour les centres de contact intelligents | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Cisco (Webex) a \u00e9t\u00e9 d\u00e9sign\u00e9 comme un leader pour la troisi\u00e8me ann\u00e9e cons\u00e9cutive. 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