{"id":382783,"date":"2020-07-10T10:02:40","date_gmt":"2020-07-10T17:02:40","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/le-cloud-est-arrive-le-nom-se-transforme-en-verbe\/"},"modified":"2020-07-10T10:02:40","modified_gmt":"2020-07-10T17:02:40","slug":"le-cloud-est-arrive-le-nom-se-transforme-en-verbe","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/le-cloud-est-arrive-le-nom-se-transforme-en-verbe\/","title":{"rendered":"Le cloud est arriv\u00e9\u00a0: Le nom se transforme en verbe."},"content":{"rendered":"


\n L\u2019\u00e9mergence du <\/strong>
\n
\n
\n cloud<\/strong>
\n <\/a>
\n <\/span>
\n<\/span><\/h2>\n

Les Grecs de l\u2019Antiquit\u00e9 avaient un mot pour d\u00e9signer le moment opportun pour agir\u00a0: le kairos. Le temps est le grand \u00e9galiseur\u00a0: nous commen\u00e7ons tous avec la m\u00eame mise de d\u00e9part, mais chacun en fait un usage diff\u00e9rent. Au cours des vingt derni\u00e8res ann\u00e9es, nous avons vu des entreprises r\u00e9ussir ou \u00e9chouer en fonction de leur capacit\u00e9 \u00e0 s\u2019adapter \u00e0 la nouveaut\u00e9, notamment en mati\u00e8re de mise sur le march\u00e9 et de rapidit\u00e9 avec laquelle elles r\u00e9agissent \u00e0 la demande.<\/p>\n

La gratification imm\u00e9diate et la facilit\u00e9 d\u2019acc\u00e8s ont encourag\u00e9 de nouvelles initiatives qui ont permis \u00e0 des soci\u00e9t\u00e9s naissantes d\u2019acqu\u00e9rir une valeur consid\u00e9rable sur le march\u00e9. \u00c0 mesure que les consommateurs sont devenus plus confiants envers internet, de nouveaux services en ligne ont vu le jour dans le monde entier. La rapidit\u00e9 et la r\u00e9activit\u00e9 sont devenues la norme. Les entreprises n\u2019ont plus besoin de d\u00e9pendre des clients locaux, ce qui a ancr\u00e9 dans le lexique l\u2019expression \u00ab\u00a0abolition de la distance\u00a0\u00bb.<\/p>\n


\n \u00ab\u00a0Au bon endroit, au bon moment…\u00a0\u00bb <\/strong>\u00a0Dans la m\u00eame temp\u00eate, mais pas sur le m\u00eame navire\u00a0?<\/strong><\/span><\/h2>\n

Si le timing est un \u00e9l\u00e9ment fondamental, il est encore plus important de se positionner au bon endroit et au bon moment, afin de mettre \u00e0 profit le moment opportun. Savoir quand passer \u00e0 l\u2019action pour une nouvelle technologie repose sur un \u00e9quilibre d\u00e9licat entre pragmatisme et agressivit\u00e9.<\/p>\n

Au fil des ann\u00e9es, nombreux sont ceux qui ont tent\u00e9 de d\u00e9finir ce moment pr\u00e9cis \u00e0 l\u2019aide de termes trop familiers\u00a0: \u00ab\u00a0points de basculement\u00a0\u00bb, \u00ab\u00a0gouffres \u00e0 franchir\u00a0\u00bb ou encore \u00ab\u00a0pentes d\u2019illumination\u00a0\u00bb pour tenter de d\u00e9finir le moment o\u00f9 un nouveau paradigme est accept\u00e9 par le grand public.<\/p>\n


\n \u00ab\u00a0\u00catre\u00a0\u00bb ou \u00ab\u00a0faire\u00a0\u00bb<\/strong>
\n<\/span><\/h2>\n

Je voudrais proposer un moyen encore plus direct pour identifier le moment cl\u00e9. Apr\u00e8s avoir observ\u00e9 le flux des vagues technologiques, je pense que ce moment pr\u00e9cis se produit lorsque la technologie passe du statut de substantif \u00e0 celui de verbe. Plus explicitement, il s\u2019agit du moment o\u00f9 on arr\u00eate de se concentrer sur ce qu\u2019une chose \u00ab\u00a0est\u00a0\u00bb pour se focaliser sur ce qu\u2019elle \u00ab\u00a0fait\u00a0\u00bb. Les vendeurs ont tendance \u00e0 se concentrer sur ce \u00ab\u00a0qu\u2019est\u00a0\u00bb une technologie, autrement dit, sur les attributs du produit. Or, les clients ach\u00e8tent le verbe (ce que fait le produit) et non pas le nom (ce qu\u2019il est). Lorsque les entreprises parlent avec leurs clients le m\u00eame langage, on r\u00e9alise un pas vers l\u2019adoption du produit.<\/p>\n

Les soci\u00e9t\u00e9s sont confront\u00e9es aux incertitudes du march\u00e9 actuel et peinent \u00e0 engager pleinement leurs consommateurs et leur client\u00e8le. Comme dans toutes les grandes crises \u00e9conomiques et sociales, il est clair que certaines entreprises survivront et que d\u2019autres feront faillite. Les premi\u00e8res indications montrent que les entreprises proposant des solutions virtuelles bas\u00e9es sur le cloud<\/a> peuvent continuer \u00e0 fournir des produits et des services alors que d\u2019autres ne le font pas. Ces entreprises ont saisi le moment opportun pour fournir les services les plus demand\u00e9s. Elles seront r\u00e9compens\u00e9es par de futures opportunit\u00e9s d\u2019affaires et par une bonne r\u00e9putation de la marque, gr\u00e2ce a leur disponibilit\u00e9 et a leur r\u00e9activit\u00e9 dans les moments les moins s\u00fbrs.<\/p>\n


\n Fonctions de for\u00e7age<\/strong>
\n<\/span><\/h2>\n

Subitement, en 2020, nous avons assist\u00e9 \u00e0 un for\u00e7age massif des entreprises mondiales. Les fournisseurs, qui avaient pass\u00e9 des ann\u00e9es \u00e0 d\u00e9finir des solutions pour le nuage selon une seule perspective, ont rapidement compris que ce que le cloud \u00ab\u00a0faisait\u00a0\u00bb \u00e9tait bien plus pertinent que ce qu\u2019il \u00ab\u00a0\u00e9tait\u00a0\u00bb. Les organisations informatiques du monde entier et leurs partenaires commerciaux ont d\u00fb rapidement relever le d\u00e9fi suivant\u00a0: passer d\u2019urgence de la th\u00e9orie \u00e0 la pratique en quelques semaines, c\u2019est-\u00e0-dire, du substantif au verbe.<\/p>\n

Dans le domaine des centres de contact<\/a> ,75 \u00e0 80\u00a0% des dix-huit millions d\u2019agents dans le monde se sont soudainement mis \u00e0 travailler depuis leur domicile, soutenus totalement ou partiellement par un mod\u00e8le en nuage, et cela peut-\u00eatre pour longtemps. Les entreprises ont pu constater concr\u00e8tement les avantages imm\u00e9diats d\u2019un mod\u00e8le d\u2019exploitation en cloud, au lieu de tenter d\u2019\u00e9valuer une solution \u00e0 partir de fiches techniques ou d\u2019avantages g\u00e9n\u00e9riques tels que \u00ab\u00a0r\u00e9duction du co\u00fbt total de possession\u00a0\u00bb ou \u00ab\u00a0d\u2019agilit\u00e9 d\u2019affaires\u00a0\u00bb.<\/p>\n

In\u00e9vitablement, de nouvelles technologies pouvant historiquement \u00eatre d\u00e9crites en termes d\u2019\u00ab\u00a0\u00eatre\u00a0\u00bb verront le jour. Toujours est-il que si les \u00e9v\u00e9nements r\u00e9cents laissent entrevoir de nouveaux paradigmes, le verbe prendra une place d\u2019importance \u00e0 l\u2019avenir<\/a> dans les centres de contact mondiaux.<\/p>\n

\n

Lisez notre ebook, Transf\u00e9rez vos donn\u00e9es sur le cloud<\/a>,
\npour plus d\u2019informations sur les avantages du cloud.<\/strong><\/h2>\n<\/blockquote>\n

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

Cisco est identifi\u00e9 comme un leader dans le Globe for Intelligent Contact Center 2020 d\u2019Aragon<\/a><\/p>\n

Les derni\u00e8res innovations de Cisco en mati\u00e8re d\u2019intelligence artificielle am\u00e9liorent les r\u00e9sultats commerciaux des centres de contact.<\/a><\/p>\n

Votre centre de contact est-il \u00ab\u00a0dans la zone\u00a0\u00bb\u00a0?<\/a><\/p>\n

Pr\u00e9sentation de Webex Contact Center Enterprise [Webinar]<\/a><\/p>\n

Ressources suppl\u00e9mentaires<\/strong><\/p>\n

Maximisez vos r\u00e9sultats en travaillant mieux ensemble\u00a0: r\u00e9duisez les cloisonnements dans votre entreprise<\/a><\/p>\n

D\u00e9passez les attentes des clients par le biais d\u2019interactions personnalis\u00e9es et contextualis\u00e9es<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Le centre de contact en nuage \u00e9merge en force avec un nouveau besoin de s\u2019adapter rapidement aux demandes du march\u00e9 et des clients<\/p>\n","protected":false},"author":5430,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[6208,772],"class_list":["post-382783","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-centre-dappel-en-tant-que-service","tag-cloud-communications"],"acf":[],"yoast_head":"\nLe cloud est arriv\u00e9\u00a0: Le nom se transforme en verbe. | 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\/cloud-has-arrived-when-a-noun-becomes-a-verb\/\" \/>\n<meta property=\"og:locale\" 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