{"id":382758,"date":"2020-08-03T08:27:46","date_gmt":"2020-08-03T15:27:46","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/customer-magazine-decerne-a-cisco-le-prix-de-la-technologie-de-centre-de-contact-2020\/"},"modified":"2020-08-03T08:27:46","modified_gmt":"2020-08-03T15:27:46","slug":"customer-magazine-decerne-a-cisco-le-prix-de-la-technologie-de-centre-de-contact-2020","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/customer-magazine-decerne-a-cisco-le-prix-de-la-technologie-de-centre-de-contact-2020\/","title":{"rendered":"CUSTOMER Magazine d\u00e9cerne \u00e0 Cisco le prix de la Technologie de ..."},"content":{"rendered":"

Cisco Webex Contact Center CCaaS r\u00e9compens\u00e9 pour avoir am\u00e9lior\u00e9 la technologie du service et de l\u2019exp\u00e9rience client.<\/em><\/p>\n


\n Laur\u00e9at du prix pour la deuxi\u00e8me ann\u00e9e cons\u00e9cutive<\/strong>
\n<\/span><\/h2>\n

Je suis ravi d\u2019annoncer que Webex Contact Center compte parmi les laur\u00e9ats du prix Technologie de centre de contact 2020, d\u00e9cern\u00e9 ce mois-ci par CUSTOMER Magazine. Ce prix r\u00e9compense les fournisseurs qui ont adopt\u00e9 la technologie comme un outil essentiel pour offrir un service client d\u2019exception et distingue leur r\u00e9ussite en tant qu\u2019innovateurs, leaders d\u2019opinion et influenceurs du march\u00e9 dans les domaines des centres de contact et de l\u2019assistance client<\/p>\n

Permettez-moi de vous faire partager les raisons pour lesquelles Webex Contact Center a re\u00e7u cette distinction.<\/p>\n


\n Agilit\u00e9 cloud<\/strong>
\n<\/span><\/h2>\n

Webex Contact Center<\/a> est notre logiciel SaaS (Software as a Service) omnicanal pour les centres de contact distribu\u00e9s de taille moyenne. \u00a0Comme il repose sur le cloud public, il est hautement \u00e9volutif, flexible, s\u00e9curis\u00e9 et agile. Il a recours \u00e0 l\u2019intelligence artificielle et \u00e0 des insights bas\u00e9s sur les donn\u00e9es pour offrir ses excellentes performances. Par ailleurs, il responsabilise les agents gr\u00e2ce \u00e0 l\u2019acc\u00e8s \u00e9tendu \u00e0 des connaissances et au contexte n\u00e9cessaires pour \u00e9tablir des interactions plus riches et pertinentes avec les clients.<\/p>\n

Webex Contact Center repose sur l\u2019exceptionnelle plateforme Webex pour Contact Center. Cette architecture de plateforme ouverte permet \u00e0 nos clients d\u2019ajouter et d\u2019int\u00e9grer facilement des applications cloud avanc\u00e9es, telles que des agents virtuels bas\u00e9s sur l\u2019IA, des analyses de donn\u00e9es avanc\u00e9es, l\u2019optimisation de la force de travail et d\u2019autres applications Webex, y compris Webex Experience Management, Webex Calling et Webex Control Hub.<\/p>\n

Cette approche multi-locataire est avantageuse pour les clients de Cisco Contact Center \u00e0 deux \u00e9gards. Premi\u00e8rement, elle permet \u00e0 tous les clients (sur site ou dans le cloud) de b\u00e9n\u00e9ficier d\u2019applications avanc\u00e9es, d\u2019une livraison continue de fonctionnalit\u00e9s et d\u2019un acc\u00e8s au cloud pr\u00e9sentant peu de perturbations. Deuxi\u00e8mement, les int\u00e9grations entre applications Webex simplifient la collaboration au sein de l\u2019entreprise, r\u00e9duisent les co\u00fbts et facilitent l\u2019acquisition et la gestion de solutions pour nos clients.<\/p>\n


\n Continuit\u00e9 de l\u2019activit\u00e9 <\/strong>
\n<\/span><\/h2>\n

Avec l\u2019augmentation des demandes des clients et du volume des appels, conjugu\u00e9s aux millions d\u2019agents travaillant depuis chez eux, de nombreuses entreprises ont subi d\u2019importantes perturbations de leurs activit\u00e9s.\u00a0 Certaines ont eu besoin d\u2019un centre de contact<\/a> pour la premi\u00e8re fois afin de mettre en place une \u00ab\u00a0Hot Line\u00a0\u00bb d\u2019urgence, tandis que d\u2019autres ont d\u00fb agrandir le leur pour g\u00e9rer ces volumes d\u2019appels. Dans les deux premiers mois de la pand\u00e9mie, nous avons pu rapidement d\u00e9ployer et \u00e9tendre des solutions pour centres de contact et agents \u00e0 distance en moins de cinq jours pour plus de 150\u00a0entreprises qui en avaient besoin de toute urgence.<\/p>\n

Voici ce que certains de ces clients d\u00e9clarent \u00e0 notre sujet\u00a0:<\/p>\n

\u00ab\u00a0Webex Contact Center nous a permis de r\u00e9pondre aux besoins imm\u00e9diats de l\u2019entreprise, tout en maintenant une distanciation sociale et en permettant le t\u00e9l\u00e9travail. Nous avons pu b\u00e9n\u00e9ficier d\u2019une \u00e9volutivit\u00e9 sans aucune mesure avec ce qu\u2019une solution sur site nous aurait procur\u00e9.\u00a0\u00bb<\/p>\n

\u00ab\u00a0Webex Contact Center a \u00e9t\u00e9 un \u00e9l\u00e9ment moteur du t\u00e9l\u00e9travail durant la COVID. Sans cette solution, nous aurions \u00e9t\u00e9 contraints de fermer notre centre de contact plus longtemps.\u00a0\u00bb<\/p>\n

\u00ab\u00a0Webex Contact Center nous a permis d\u2019adopter une approche de \u2018travail agile\u2019 pendant la pand\u00e9mie actuelle.\u00a0\u00bb<\/p>\n

\u00ab\u00a0Webex Contact Center a fourni une mani\u00e8re simple de g\u00e9rer le volume des appels entrants et de suivre les tendances pour pr\u00e9voir et planifier en cons\u00e9quence. Il nous a fourni toutes les m\u00e9triques ad\u00e9quates pour rendre compte \u00e0 l\u2019\u00e9quipe de management.\u00a0\u00bb<\/p>\n


\n Transformation num\u00e9rique et intelligence artificielle<\/strong>
\n<\/span><\/h2>\n

Au cours des deux derni\u00e8res ann\u00e9es, Cisco a fait l\u2019acquisition de Voicea et CloudCherry, des entreprises d\u2019intelligence artificielle, afin d\u2019acc\u00e9l\u00e9rer notre ma\u00eetrise de l\u2019IA pour Webex Contact Center<\/a>. Pour livrer des solutions reposant sur l\u2019IA \u00e0 nos clients, nous avons recours \u00e0 une approche \u00ab\u00a0avanc\u00e9e\u00a0\u00bb, qui conjugue notre propre IA interne et l\u2019IA de partenaires tels que Google Cloud. \u00a0Par exemple, les agents virtuels pour la voix et le chat sont bas\u00e9s sur Google Cloud CCAI et fournissent \u00e0 nos clients de nouvelles mani\u00e8res de r\u00e9pondre \u00e0 leur propres clients \u00e0 l\u2019aide de technologies d\u2019IA en libre-service.\u00a0 Avec la hausse des interactions num\u00e9riques, le libre-service automatis\u00e9 est devenu la m\u00e9thode pr\u00e9f\u00e9r\u00e9e des consommateurs pour interagir avec une entreprise. Le libre-service permet \u00e0 un centre de contact de se d\u00e9charger des demandes entrantes, tout en fournissant aux clients un service plus rapide 24h\/24, 7j\/7. D\u2019apr\u00e8s le cabinet d\u2019\u00e9tudes et de conseil Nemertes, les entreprises enregistrent une
\n augmentation de 37\u00a0% de leur CSAT<\/strong>
\n<\/span> (scores de satisfaction client) lorsqu\u2019elles ont recours \u00e0 l\u2019IA pour le contact client.<\/p>\n

Cet automne, nous proposerons Agent Answers, un assistant d\u2019agent intelligent qui affiche des suggestions et des conseils contextuels en temps r\u00e9el \u00e0 l\u2019attention des agents des centres de contact alors qu\u2019ils discutent ou chattent avec un client. Ainsi, leur temps de recherche est \u00e9court\u00e9 et le taux de r\u00e9solution au premier contact est optimis\u00e9, de m\u00eame que le taux de satisfaction des clients.\u200b<\/p>\n

De plus, la propre IA de Cisco nous permet de proposer Agent Call Transcription. Reposant sur le m\u00eame moteur vocal r\u00e9volutionnaire que celui utilis\u00e9 pour les transcriptions et les sous-titres de la plateforme Webex Meetings, cette fonctionnalit\u00e9 unique fournit une transcription en temps r\u00e9el de la conversation entre l\u2019agent et le client, pour que l\u2019agent b\u00e9n\u00e9ficie d\u2019un rapport complet et d\u2019une synth\u00e8se de chaque appel. Les agents peuvent ainsi se concentrer sur les propos des clients et passer moins de temps \u00e0 \u00e9tablir un r\u00e9capitulatif apr\u00e8s l\u2019appel, \u00e0 v\u00e9rifier l\u2019exactitude de la transaction et \u00e0 r\u00e9aliser un suivi aupr\u00e8s des clients. \u00a0Agent Call Transcription est actuellement \u00e0 l\u2019essai sur les plateformes Cisco Contact Center et en d\u00e9veloppement pour Webex Contact Center.<\/p>\n


\n L\u2019exp\u00e9rience client sur le devant de la sc\u00e8ne de Contact Center <\/strong>
\n<\/span><\/h2>\n

\"Webex<\/p>\n

En janvier, nous avons annonc\u00e9 Webex Experience Management<\/a> (anciennement CloudCherry), notre solution SaaS de nouvelle g\u00e9n\u00e9ration ax\u00e9e sur la gestion de l\u2019exp\u00e9rience client qui repose sur l\u2019IA.\u00a0 Cette solution fournit une vue \u00e0 100\u00a0% compl\u00e8te du parcours client, offrant une quantit\u00e9 ph\u00e9nom\u00e9nale d\u2019informations sur tous les points de contact client dans toute l\u2019organisation.<\/p>\n

Cisco int\u00e8grera ces fonctionnalit\u00e9s directement dans Webex Contact Center, en commen\u00e7ant par les sondages post-appels adress\u00e9s par SMS et e-mail. Ces informations donneront aux organisations les moyens de conna\u00eetre les sentiments des clients gr\u00e2ce \u00e0 des donn\u00e9es en temps r\u00e9el, pour mieux comprendre l\u2019exp\u00e9rience client. Par ailleurs, elles pourront ainsi prendre des d\u00e9cisions plus avis\u00e9es et prendre les mesures qui s\u2019imposent pour am\u00e9liorer ces exp\u00e9riences afin d\u2019obtenir de meilleures taux NPS, CSAT et CES. D\u2019autres int\u00e9grations avec le bureau des agents sont pr\u00e9vues tr\u00e8s prochainement.<\/p>\n


\n Ce n\u2019est qu\u2019un d\u00e9but<\/strong>
\n<\/span><\/h2>\n

Ceci n\u2019est qu\u2019un avant-go\u00fbt de la mani\u00e8re dont nous optimisons Webex Contact Center pour aider les organisations \u00e0 augmenter l\u2019efficacit\u00e9 et la productivit\u00e9, ainsi qu\u2019\u00e0 entretenir des relations plus pertinentes avec leurs clients, am\u00e9liorant la fid\u00e9lisation et les r\u00e9sultats financiers. Tenez-vous r\u00e9guli\u00e8rement au courant pour ne pas manquer les autres innovations pr\u00e9vues pour Cisco Contact Center\u00a0!<\/p>\n

Consultez l\u2019e-book Webex Contact Center<\/a> pour en savoir plus.<\/p>\n

Apprenez-en plus sur les solutions Cisco Contact Center<\/a>.<\/p>\n

Aragon Research d\u00e9signe Cisco comme un leader des centres de contact intelligents.
\nConsultez leur dernier rapport\u00a0: \u00a0Aragon Research Globe pour les centres de contact intelligents, 2020<\/a><\/p>\n

\u00a0<\/p>\n


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

Cisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon Globe sur les centres de contact intelligents<\/a><\/p>\n

Cisco re\u00e7oit le prix UC Today de la meilleure plateforme de collaboration en 2020<\/a><\/p>\n

Cisco annonce le d\u00e9ploiement rapide de Webex Contact Center pour le t\u00e9l\u00e9travail<\/a><\/p>\n

Message \u00e0 l\u2019attention de nos clients\u00a0: vos agents peuvent travailler de chez eux gr\u00e2ce \u00e0 votre solution Cisco Contact Center<\/a><\/p>\n


\n Infos sur les r\u00e9compenses<\/strong>
\n<\/span><\/p>\n

Ce 15e prix annuel de la Technologie de centre de contact, d\u00e9cern\u00e9 par
\n CUSTOMER Magazine<\/em>
\n<\/a>, r\u00e9compense les fournisseurs et les technologies qui ont adopt\u00e9 la technologie comme un outil essentiel pour offrir un service client d\u2019exception. Ce prix distingue leur r\u00e9ussite en tant qu\u2019innovateurs, leaders d\u2019opinion et influenceurs du march\u00e9 dans les domaines des centres de contact et de l\u2019assistance client.<\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Webex Contact Center comptait parmi les laur\u00e9ats du prix de la Technologie de centre de contact 2020, d\u00e9cern\u00e9 ce mois-ci par CUSTOMER Magazine, qui ont \u00e9t\u00e9 r\u00e9compens\u00e9s pour avoir am\u00e9lior\u00e9 la technologie du service et de l\u2019exp\u00e9rience client.<\/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":[5253,1563],"tags":[4421],"class_list":["post-382758","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-awards"],"acf":[],"yoast_head":"\nCUSTOMER Magazine d\u00e9cerne \u00e0 Cisco le prix de la Technologie de centre de contact 2020 | 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\" 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