{"id":20266,"date":"2021-07-13T12:00:31","date_gmt":"2021-07-13T19:00:31","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/les-integrations-dapplications-les-plus-importantes-pour-un-centre-de-contact-cloud\/"},"modified":"2021-08-03T06:34:46","modified_gmt":"2021-08-03T13:34:46","slug":"les-integrations-dapplications-les-plus-importantes-pour-un-centre-de-contact-cloud","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/les-integrations-dapplications-les-plus-importantes-pour-un-centre-de-contact-cloud\/","title":{"rendered":"Les int\u00e9grations d\u2019applications les plus importantes pour un ..."},"content":{"rendered":"<p>Un service client de qualit\u00e9 est indispensable \u00e0 l\u2019\u00e9laboration d\u2019une relation \u00e9troite entre la marque et la client\u00e8le. L\u2019am\u00e9lioration de l\u2019exp\u00e9rience des clients mais aussi des agents permet des interactions plus productives, pour une meilleure fid\u00e9lisation de la client\u00e8le.<\/p>\n<p>Selon une enqu\u00eate men\u00e9e par Hubspot, 93\u00a0% des sond\u00e9s sont <a href=\"https:\/\/blog.hubspot.com\/service\/customer-acquisition-study \">susceptibles de devenir des clients r\u00e9guliers<\/a> lorsqu\u2019une soci\u00e9t\u00e9 propose un service client d\u2019excellente qualit\u00e9.<\/p>\n<p>C\u2019est pourquoi il est important de doter vos centres de contact des outils n\u00e9cessaires pour proposer une exp\u00e9rience client plaisante et efficace. Pour ce faire, il est notamment important d\u2019assurer l\u2019int\u00e9gration des bonnes applications, afin de mieux comprendre la productivit\u00e9 de votre \u00e9quipe et le parcours des clients.<\/p>\n<h2>Le centre de contact moderne<\/h2>\n<p>Le support client est devenu bien plus qu\u2019un simple centre d\u2019appels. Le <a href=\"https:\/\/www.webex.com\/contact-center.html \">centre de contact<\/a> moderne est un v\u00e9ritable n\u0153ud de communications avec les clients au sein de multiples plateformes\u00a0: texte, r\u00e9seaux sociaux, tchat, e-mail et voix. Les agents du centre de contact doivent plus que jamais s\u2019adapter \u00e0 une toute nouvelle gamme de m\u00e9thodes de communication.<\/p>\n<p>L&rsquo;organisation est la cl\u00e9 du succ\u00e8s d&rsquo;un centre de contact. Elle permet de satisfaire les clients et de ne pas surcharger les agents. La technologie a permis de rationaliser la proc\u00e9dure d&rsquo;assistance \u00e0 la client\u00e8le pour plus d&rsquo;efficacit\u00e9 moyennant moins d\u2019efforts.<\/p>\n<p>Les solutions en mati\u00e8re de centres de contact moderne s&rsquo;appuient sur les derni\u00e8res technologies pour tirer le meilleur parti des fonctionnalit\u00e9s offertes par notre \u00e9quipe d&rsquo;assistance \u00e0 la client\u00e8le. Parmi ces fonctionnalit\u00e9s figurent\u00a0:<\/p>\n<ul>\n<li>L\u2019intelligence artificielle (IA)<\/li>\n<li>La gestion de l\u2019exp\u00e9rience client (GEC)<\/li>\n<li>L\u2019optimisation de la main-d\u2019\u0153uvre (OMO)<\/li>\n<li>La communication omnicanal<\/li>\n<\/ul>\n<p>Un bon logiciel de centre de contact doit pouvoir s\u2019adapter \u00e0 la taille de votre entreprise en proposant une exp\u00e9rience fluide \u00e0 vos agents, afin qu\u2019ils puissent proposer un support client complet tout en restant concis et efficace.<\/p>\n<h2>Int\u00e9grer une plateforme de GRC \u00e0 votre centre de contact et autres applications<\/h2>\n<p>Une plateforme de gestion de la relation client (GRC) permet de suivre les donn\u00e9es de vos clients en connectant ensemble les diff\u00e9rents services de votre entreprise et en vous aidant \u00e0 organiser vos informations. Il s\u2019agit d\u2019une mani\u00e8re simple et intuitive de maintenir les relations avec vos clients.<\/p>\n<p>La GRC r\u00e9unit en un m\u00eame lieu vos historiques de ventes, d&rsquo;assitance et les r\u00e9unions importantes avec vos clients, afin que votre centre de contact puisse proposer une exp\u00e9rience plus personnalis\u00e9e. La mise \u00e0 disposition d\u2019un dossier d\u00e9taill\u00e9 pour chaque client permet une meilleure compr\u00e9hension de leurs besoins\u00a0: vos agents peuvent ainsi transmettre \u00e0 vos clients les bonnes ressources au bon moment.<\/p>\n<p>Une fois la GRC d\u00e9ploy\u00e9e, vous pouvez facilement l\u2019int\u00e9grer \u00e0 votre centre de contact, qui sera alors en mesure d\u2019extraire vos donn\u00e9es de GRC, mais aussi des informations d\u2019autres applications commerciales, afin de fournir \u00e0 vos agents tout le contexte n\u00e9cessaire \u00e0 chaque interaction.<\/p>\n<p>En d\u2019autres termes, vos agents pourront acc\u00e9der \u00e0 tout ce dont ils ont besoin en une seule plateforme, de la gestion de projet aux feuilles de calcul, en passant par les d\u00e9tails de la GRC et autres ressources, le tout sans interrompre leurs activit\u00e9s en cours.<\/p>\n<p>Un centre de contact peut \u00eatre int\u00e9gr\u00e9 \u00e0 un large \u00e9ventail d&rsquo;applications de pointe dans de nombreuses cat\u00e9gories, de sorte que vos agents puissent \u00eatre plus productifs et vos clients plus satisfaits de la qualit\u00e9 de leurs interactions, notamment :<\/p>\n<ul>\n<li>Une gestion des fichiers et du stockage dans le cloud\u00a0: pour l\u2019acc\u00e8s et le partage de fichiers au sein de votre entreprise<\/li>\n<li>Bureaux d\u2019assistance\u00a0: pour un support web en ligne et un tchat en direct<\/li>\n<li>Logiciel de collaboration\u00a0: pour travailler en contact \u00e9troit avec votre \u00e9quipe via les appels vocaux ou vid\u00e9os et la messagerie<\/li>\n<li>Logiciel de gestion de projet\u00a0: pour vous aider \u00e0 suivre les projets et t\u00e2ches en cours<\/li>\n<li>Et <a href=\"https:\/\/apphub.webex.com\/ \">bien plus encore<\/a><\/li>\n<\/ul>\n<p>Nos solutions en mati\u00e8re de centre de contact permettent aux agents d\u2019appliquer ces pr\u00e9cieuses donn\u00e9es lors de leurs communications avec les clients via messagerie, outils de conf\u00e9rence et autres canaux. Vos agents ne perdront plus jamais de temps \u00e0 naviguer entre des dizaines de fen\u00eatres et onglets pour trouver les informations n\u00e9cessaires.<\/p>\n<h2>Int\u00e9gration de l\u2019IA au centre de contact<\/h2>\n<p>Une enqu\u00eate globale des centres de contact chez Cisco a d\u00e9montr\u00e9 que <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/infographic-cisco-ai-in-the-cc.pdf?ccid=cc001193&#038;oid=ifgco021339 \">76\u00a0% des agents op\u00e9rant dans un centre de contact s\u2019accordent \u00e0 dire<\/a> que leur plus grande difficult\u00e9 r\u00e9side dans la gestion de la technologie et le traitement des probl\u00e8mes. L\u2019int\u00e9gration d\u2019une intelligence artificielle au sein du centre de contact de votre organisation vous aidera \u00e0 contourner nombre de ces probl\u00e8mes car elle permet de\u00a0:<\/p>\n<ul>\n<li>D\u00e9charger vos agents des demandes simples ou courantes<\/li>\n<li>R\u00e9duire le temps d\u2019attente des clients<\/li>\n<li>Proposer un acc\u00e8s \u00e0 votre service 24h\/24 et 7j\/7<\/li>\n<li>Contribuer \u00e0 am\u00e9liorer l\u2019efficacit\u00e9 de vos agents dans leur assistance aux clients<\/li>\n<\/ul>\n<p>L&rsquo;int\u00e9gration de l&rsquo;IA peut d\u00e9multiplier les opportunit\u00e9s de ventes crois\u00e9es et de ventes incitatives et vous permettre d&rsquo;identifier les tendances gr\u00e2ce \u00e0 une pr\u00e9cieuse analyse des donn\u00e9es. Les clients dont les probl\u00e8mes sont faciles \u00e0 r\u00e9soudre profiteront d\u2019une solution rapide gr\u00e2ce \u00e0 l\u2019IA sous forme de voix ou d\u2019agent conversationnel, laissant ainsi aux vrais agents le temps d\u2019aider les clients dont les probl\u00e8mes sont plus complexes. L\u2019IA contribue \u00e0 augmenter les revenus, r\u00e9duire les co\u00fbts et am\u00e9liorer l\u2019exp\u00e9rience client g\u00e9n\u00e9rale.<\/p>\n<h2>Int\u00e9gration d\u2019Experience\u00a0Management et de l\u2019optimisation de la main-d\u2019\u0153uvre<\/h2>\n<p><a href=\"https:\/\/www.webex.com\/experience-management.html \">Webex\u00a0Experience\u00a0Management<\/a> vous donne des informations sur le parcours de vos clients gr\u00e2ce \u00e0 l&rsquo;analyse pr\u00e9dictive, aux syst\u00e8mes de billetterie et \u00e0 l&rsquo;analyse financi\u00e8re, du parcours et des th\u00e8mes.<\/p>\n<p>Il peut vous aider \u00e0 visualiser les performances gr\u00e2ce \u00e0 des cartes du parcours client et \u00e0 prendre des d\u00e9cisions fond\u00e9es sur des donn\u00e9es gr\u00e2ce \u00e0 des indicateurs cl\u00e9s et des informations exploitables. Plus important encore, ce syst\u00e8me permet \u00e0 vos clients de fournir des retours qui seront g\u00e9r\u00e9s en temps r\u00e9el, afin de disposer de donn\u00e9es \u00e0 jour \u00e0 chaque \u00e9tape du processus.<\/p>\n<p>Les applications d&rsquo;optimisation de la main-d&rsquo;\u0153uvre donnent aux superviseurs la possibilit\u00e9 de g\u00e9rer les performances de l&rsquo;\u00e9quipe gr\u00e2ce \u00e0 l&rsquo;enregistrement des appels et \u00e0 la gestion de la qualit\u00e9, ainsi qu&rsquo;aux donn\u00e9es et aux analyses pour faciliter l&rsquo;exp\u00e9rience id\u00e9ale du client.<\/p>\n<p>Gr\u00e2ce \u00e0 la gestion de la performance des \u00e9quipes, vous serez en mesure d\u2019identifier ce qui permet \u00e0 vos agents de s\u2019am\u00e9liorer et ce qui les ralentit, ceci afin d\u2019optimiser l\u2019exp\u00e9rience avec le temps. Le parcours client ne s\u2019arr\u00eate pas au point de vente\u00a0: il vous faudra fid\u00e9liser votre client\u00e8le, notamment gr\u00e2ce \u00e0 un <a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/comment-depasser-les-attentes-grace-aux-solutions-dexperience-client-webex\/\">service client d\u2019excellente qualit\u00e9<\/a>.<\/p>\n<blockquote><p>Contactez l\u2019un de nos experts en centre de contact d\u00e8s aujourd\u2019hui pour <a href=\"https:\/\/www.webex.com\/dg\/contactcenter-0621.html#contactus \">recevoir une d\u00e9mo personnalis\u00e9e<\/a> et pour en savoir plus sur la fa\u00e7on dont Webex\u00a0Contact\u00a0Center <a href=\"https:\/\/www.webex.com\/contact-center.html \">optimise l\u2019exp\u00e9rience client dans le monde entier<\/a>.<\/p><\/blockquote>\n<p><strong>Pour en savoir plus<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/integrer-la-puissance-des-donnees-dans-les-centres-de-contact-pour-creer-des-super-agents\/\">Int\u00e9grer le pouvoir des donn\u00e9es dans les centres de contact pour cr\u00e9er des \u00ab\u00a0super-agents\u00a0\u00bb<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/comment-depasser-les-attentes-grace-aux-solutions-dexperience-client-webex\/\">D\u00e9passer toutes les attentes gr\u00e2ce aux solutions Webex relatives \u00e0 l\u2019exp\u00e9rience client<\/a> [Blog]<\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together \">Cisco\u00a0+\u00a0IMImobile\u00a0: Formaliser, ensemble, l\u2019avenir de l\u2019exp\u00e9rience client<\/a>\u00a0[Blog]<\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now \">L\u2019avenir de l\u2019exp\u00e9rience client commence maintenant<\/a>\u00a0[Blog]<\/p>\n<p><a href=\"https:\/\/www.webex.com\/contact-center.html \">Webex\u00a0Contact\u00a0Center<\/a>\u00a0[Site web]<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/ \">Webex\u00a0Contact\u00a0Center<\/a>\u00a0[Enregistrement de webinaire]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Int\u00e9grer les bonnes applications peut vous aider \u00e0 doter votre centre de contact des bons outils pour offrir une exp\u00e9rience client efficace et agr\u00e9able, tout en vous permettant de mieux \u00e9valuer la productivit\u00e9 de votre \u00e9quipe et le parcours du client.<\/p>\n","protected":false},"author":5420,"featured_media":17565,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1563],"tags":[4278,15112],"class_list":["post-20266","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-client","tag-contact-center-as-a-service","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>Les int\u00e9grations d\u2019applications les plus importantes pour un centre de contact cloud | 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\/the-most-important-application-integrations-for-a-cloud-contact-center\/\" 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