{"id":382871,"date":"2020-11-24T07:57:08","date_gmt":"2020-11-24T15:57:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/acceleration-fulgurante-des-experts-se-penchent-sur-les-avancees-de-la-technologie-des-centres-de-contact\/"},"modified":"2020-11-24T07:57:08","modified_gmt":"2020-11-24T15:57:08","slug":"acceleration-fulgurante-des-experts-se-penchent-sur-les-avancees-de-la-technologie-des-centres-de-contact","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/acceleration-fulgurante-des-experts-se-penchent-sur-les-avancees-de-la-technologie-des-centres-de-contact\/","title":{"rendered":"Acc\u00e9l\u00e9ration fulgurante\u00a0– Des experts se penchent sur les ..."},"content":{"rendered":"


\n
\n
\n \"Brochure
\n <\/a>Panac\u00e9e et battage m\u00e9diatique autour des solutions de soutien et de services \u00e0 la client\u00e8le\u00a0\u2014 <\/strong>
\n<\/span>
\n R\u00e9flexions de Cisco et de Gartner\u00a0Research<\/strong>
\n<\/span><\/h2>\n

R\u00e9cemment, Cisco s\u2019est associ\u00e9 \u00e0 Gartner\u00a0Research pour d\u00e9velopper un ensemble de r\u00e9flexions approfondies sur cinq sujets li\u00e9s au d\u00e9ploiement du centre de contact nouvelle g\u00e9n\u00e9ration. Elles peuvent \u00eatre exploit\u00e9es par les consultants des centres de contact et les experts en exp\u00e9rience client, pour orienter leur planification pour l\u2019ann\u00e9e \u00e0 venir.<\/p>\n

La publication qui en r\u00e9sulte, appel\u00e9e Acc\u00e9l\u00e9ration des centres de contact de nouvelle g\u00e9n\u00e9ration<\/a><\/em>
\n ,<\/em>
\n<\/strong> pr\u00e9sente cinq articles qui donnent \u00e0 r\u00e9fl\u00e9chir sur des probl\u00e8mes essentiels rencontr\u00e9s par les d\u00e9cideurs des centres de contact. Chaque section a \u00e9t\u00e9 soigneusement r\u00e9dig\u00e9e par des dirigeants de Cisco, experts en la mati\u00e8re. Le but de ces articles est d\u2019aider \u00e0 comprendre quels sont les \u00e9l\u00e9ments-cl\u00e9 du d\u00e9ploiement des centres de contacts nouvelle g\u00e9n\u00e9ration. Sur les canaux num\u00e9riques, ils s\u2019imposent, en effet, \u00e0 partir de 2020 comme premier lieu de commerce et de services.<\/p>\n

Les articles sont accompagn\u00e9s d\u2019un exemplaire gratuit du rapport\u00a0Gartner de 2020 intitul\u00e9
\n Cycle de battage m\u00e9diatique pour les technologies de soutien et de services \u00e0 la client\u00e8le.<\/em>
\n<\/a> Selon nous, ce rapport permet de suivre les technologies-cl\u00e9s tout au long de leur cycle d\u2019adoption.<\/p>\n


\n D\u00e9couvrons le groupe d\u2019experts de renom de Cisco sp\u00e9cialis\u00e9s dans les centres de contact\u00a0:<\/strong>
\n<\/span><\/p>\n


\n Se tourner vers\u00a0: L\u2019avenir des centres de contact<\/strong>\u00a0<\/span><\/h2>\n


\n
\n
\n \"Omar\u00a0Tawakol\"
\n <\/a>
\n Omar\u00a0Tawakol<\/span>
\n <\/em>
\n<\/strong> dirige notre \u00e9quipe de r\u00e9daction. Il est le vice-pr\u00e9sident et le directeur g\u00e9n\u00e9ral de l\u2019unit\u00e9 commerciale du centre de contact de Cisco. Omar a construit plusieurs entreprises bas\u00e9es sur le nuage et nous a rejoints, suite \u00e0 l\u2019acquisition de Voicea en 2019.<\/p>\n

Dans son article,
\n Se tourner vers\u00a0: L\u2019avenir des centres de contact<\/a>
\n<\/em>, Omar fournit une vision large de notre activit\u00e9 de centre de contact, en soulignant quatre domaines-cl\u00e9s d\u2019investissement. Il d\u00e9crit \u00e9galement comment nos solutions vont \u00ab\u00a0aplanir la courbe des ressources\u00a0\u00bb dans le centre de contact. L\u2019objectif final\u00a0? De meilleures conditions de travail pour les clients.<\/p>\n

\u00a0<\/p>\n


\n L\u2019avenir de l\u2019IA dans les centres de contact<\/strong>
\n<\/span><\/h2>\n


\n \"Mohamed\u00a0El\u00a0Geish\"
\n<\/a>
\n
\n Mohamed\u00a0El\u00a0Geish<\/span>
\n <\/em>
\n<\/strong> est le directeur de
\n l\u2019IA du centre de contact\u00a0Cisco<\/a>
\n<\/em>. Inventeur accompli, il a d\u00e9j\u00e0 d\u00e9pos\u00e9 dix brevets pour des innovations li\u00e9es \u00e0 l\u2019IA. Son article,
\n L\u2019avenir de l\u2019IA<\/em>
\n<\/a>
\n ,<\/em>
\n<\/strong> offre une perspective int\u00e9ressante\u00a0– bonne lecture\u00a0!<\/p>\n

M.\u00a0Geish aide le lecteur \u00e0 se rep\u00e9rer dans les grandes tendances de l\u2019IA et \u00e0 savoir o\u00f9 il se positionne dans le cycle du battage m\u00e9diatique. Il y trouvera un aper\u00e7u de ce \u00e0 quoi il faut s\u2019attendre dans les ann\u00e9es \u00e0 venir avec cette tendance de fond.<\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n


\n Battage m\u00e9diatique ou panac\u00e9e\u00a0: exp\u00e9rience client<\/strong>
\n<\/span><\/h2>\n


\n
\n
\n \"Vinod\u00a0Muthukrishnan\"
\n <\/a>
\n Vinod\u00a0Muthukrishnan<\/span>
\n <\/em>
\n<\/strong> est le directeur principal de la croissance du centre de contact\u00a0Cisco. Vinod a s\u00fbrement l\u2019un des parcours les plus int\u00e9ressants de notre \u00e9quipe puisqu\u2019il \u00e9tait autrefois chef-officier de navigation sur un p\u00e9trolier g\u00e9ant et a pass\u00e9 neuf ans en haute mer\u00a0! Le parcours qui l\u2019a motiv\u00e9 \u00e0 cr\u00e9er CloudCherry, rachet\u00e9 par Cisco en 2019, est digne d\u2019une l\u00e9gende.<\/p>\n

Vinod guide le lecteur \u00e0 travers la r\u00e9alit\u00e9 de
\n
\n Battage m\u00e9diatique ou panac\u00e9e\u00a0: exp\u00e9rience client<\/em>
\n <\/strong>
\n<\/a>. Son exp\u00e9rience approfondie des solutions vocales du client se retrouve chez Cisco dans notre capacit\u00e9 de
\n gestion de l\u2019exp\u00e9rience\u00a0Webex<\/a> <\/em>. Le lecteur d\u00e9couvrira des exp\u00e9riences clients pr\u00e9dictives et pr\u00e9ventives.<\/p>\n

\u00a0<\/p>\n


\n Pourquoi le centre de contact est plus important que jamais<\/strong>
\n<\/span><\/h2>\n

\"Zack\u00a0Taylor\"<\/p>\n

Directeur des communications strat\u00e9giques pour l\u2019unit\u00e9 commerciale du centre de contact\u00a0Cisco, j\u2019ai l\u2019occasion de discuter quotidiennement avec des entreprises leaders dans le monde entier, qui r\u00e9inventent leurs exp\u00e9riences clients sur la base d\u2019une strat\u00e9gie \u00e0 deux volets d\u2019innovation : le num\u00e9rique et le centre de contact. Au fil des ans, ma r\u00e9flexion sur les probl\u00e8mes rencontr\u00e9s m\u2019a conduit \u00e0 d\u00e9poser neuf brevets dans le domaine de l\u2019innovation des centres de contact.<\/p>\n

Ma th\u00e8se fondatrice dans <\/em>
\n Pourquoi le centre de contact est plus important que jamais<\/em>
\n<\/a> se v\u00e9rifie en temps r\u00e9el, alors que le centre de contact conna\u00eet une renaissance massive et qu\u2019il est en train de jouer un r\u00f4le fondamental dans l\u2019exp\u00e9rience client des entreprises. Le centre de contact va se lib\u00e9rer de sa r\u00e9putation de \u00ab\u00a0co\u00fbt \u00e0 g\u00e9rer\u00a0\u00bb pour devenir un \u00ab\u00a0atout \u00e0 exploiter\u00a0\u00bb. Les centres de contact sont v\u00e9ritablement devenus les \u00ab\u00a0gardiens de but num\u00e9riques\u00a0\u00bb de l\u2019entreprise, g\u00e9rant de fa\u00e7on d\u00e9cisive les cas particuliers dans le domaine de l\u2019exp\u00e9rience client, qui ne peuvent \u00eatre trait\u00e9s en libre-service.<\/p>\n


\n Les six \u00e9l\u00e9ments essentiels de la plateforme d\u2019exp\u00e9rience client de demain<\/strong>
\n<\/span><\/h2>\n

\"Ryan\u00a0Plant,Le directeur technique du centre de contact\u00a0Cisco,
\n Ryan\u00a0Plant<\/em>, est le plus exp\u00e9riment\u00e9 d\u2019entre nous. <\/strong>
\n<\/span>Ryan est un v\u00e9t\u00e9ran du d\u00e9veloppement de logiciels en nuage, qui apporte une vaste exp\u00e9rience \u00e0 notre unit\u00e9 commerciale de centre de contact. Il a \u00e9t\u00e9 tr\u00e8s impliqu\u00e9 dans l\u2019architecture de notre plateforme\u00a0CCaaS (centre de contact en tant que service) de future g\u00e9n\u00e9ration. En lisant son article, intitul\u00e9\u00a0
\n Les six \u00e9l\u00e9ments essentiels de la plateforme d\u2019exp\u00e9rience client de demain<\/a>
\n<\/em>\u00a0vous rev\u00eatirez la casquette d\u2019un directeur technique qui aurait pour mission de construire une plateforme logicielle moderne et dominante.<\/p>\n

Ryan explique clairement pourquoi chacun de ces six domaines est si essentiel \u00e0 une plateforme de service client moderne. Et la bonne nouvelle\u00a0? Il n\u2019est pas n\u00e9cessaire d\u2019\u00eatre un codeur informatique pour comprendre le raisonnement de Ryan\u00a0!<\/p>\n

\u00a0<\/p>\n

Je me souviens que, pendant des ann\u00e9es, j\u2019ai toujours \u00e9t\u00e9 \u00e9merveill\u00e9 par le groupe All-Starr Band que Ringo Starr montait chaque ann\u00e9e pour sa tourn\u00e9e et qui \u00e9tait compos\u00e9 des meilleurs musiciens de diff\u00e9rents groupes. En travaillant sur ce projet, j\u2019ai pu imaginer ce qu\u2019il devait ressentir\u00a0! Merci \u00e0 mes coll\u00e8gues Omar, Geish, Vinod et Ryan de m\u2019avoir accompagn\u00e9 dans ce parcours vers le centre de contact de demain\u00a0!<\/p>\n

\n

T\u00e9l\u00e9chargez votre exemplaire gratuit de <\/em><\/h2>\n


\n
\n
\n Acc\u00e9l\u00e9rer le d\u00e9ploiement du centre de contact de nouvelle g\u00e9n\u00e9ration<\/u>
\n <\/strong>
\n <\/a>
\n<\/em><\/h2>\n<\/blockquote>\n

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

Page web des solutions de centres de contact dans le nuage de Cisco<\/a><\/p>\n

Retour sur investissement de 262\u00a0%\u00a0: \u00c9tude\u00a0Forrester\u00a0Total\u00a0Economic\u00a0Impact (TEI) sur l\u2019impact \u00e9conomique total du centre de contact\u00a0Webex<\/a><\/p>\n

Cisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon\u00a0Globe™\u00a02020 pour les centres de contact intelligents<\/a><\/p>\n

Quatre parcours pour une m\u00eame destination\u00a0: Le nuage<\/a>, un livre blanc r\u00e9dig\u00e9 par Mc-Gee\u00a0Smith\u00a0Analytics<\/p>\n","protected":false},"excerpt":{"rendered":"

Cisco s\u2019est associ\u00e9 \u00e0 Gartner\u00a0Research pour pr\u00e9senter un ensemble de connaissances approfondies qui acc\u00e9l\u00e9reront le d\u00e9veloppement de la prochaine g\u00e9n\u00e9ration de centres de contact.<\/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":[5256,772],"class_list":["post-382871","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-centre-dappel","tag-cloud-communications"],"acf":[],"yoast_head":"\nAcc\u00e9l\u00e9ration fulgurante\u00a0- Des experts se penchent sur les avanc\u00e9es de la technologie des centres de contact | 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\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Acc\u00e9l\u00e9ration fulgurante\u00a0- Des experts se penchent sur les avanc\u00e9es de la technologie des centres de contact | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Cisco s\u2019est associ\u00e9 \u00e0 Gartner\u00a0Research pour pr\u00e9senter un ensemble de connaissances approfondies qui acc\u00e9l\u00e9reront le d\u00e9veloppement de la prochaine g\u00e9n\u00e9ration de centres de contact.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-24T15:57:08+00:00\" \/>\n<meta name=\"author\" content=\"Zack Taylor\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Zack Taylor\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/\"},\"author\":{\"name\":\"Zack Taylor\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/767ee6f6afb59ecd788a7e9975d507a7\"},\"headline\":\"Acc\u00e9l\u00e9ration fulgurante\u00a0– Des experts se penchent sur les ...\",\"datePublished\":\"2020-11-24T15:57:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/\"},\"wordCount\":1180,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/storage.googleapis.com\\\/blogs-images\\\/ciscoblogs\\\/1\\\/2020\\\/11\\\/Accelerating-the-Next-Generation-Contact-Center.png\",\"keywords\":[\"Centre d\u2019appel\",\"Cloud Communications\"],\"articleSection\":[\"Collaboration\",\"Exp\u00e9rience client\u00a0\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/\",\"name\":\"Acc\u00e9l\u00e9ration fulgurante\u00a0- Des experts se penchent sur les avanc\u00e9es de la technologie des centres de contact | Webex Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/storage.googleapis.com\\\/blogs-images\\\/ciscoblogs\\\/1\\\/2020\\\/11\\\/Accelerating-the-Next-Generation-Contact-Center.png\",\"datePublished\":\"2020-11-24T15:57:08+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/767ee6f6afb59ecd788a7e9975d507a7\"},\"breadcrumb\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#primaryimage\",\"url\":\"https:\\\/\\\/storage.googleapis.com\\\/blogs-images\\\/ciscoblogs\\\/1\\\/2020\\\/11\\\/Accelerating-the-Next-Generation-Contact-Center.png\",\"contentUrl\":\"https:\\\/\\\/storage.googleapis.com\\\/blogs-images\\\/ciscoblogs\\\/1\\\/2020\\\/11\\\/Accelerating-the-Next-Generation-Contact-Center.png\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/blog.webex.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Acc\u00e9l\u00e9ration fulgurante\u00a0– Des experts se penchent sur les ...\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#website\",\"url\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/\",\"name\":\"Webex Blog\",\"description\":\"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/767ee6f6afb59ecd788a7e9975d507a7\",\"name\":\"Zack Taylor\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/e2d5177fff0d970a2485cdb96b62c7dd1a91c5ab23da864218944040b7f18443?s=96&d=wp_user_avatar&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/e2d5177fff0d970a2485cdb96b62c7dd1a91c5ab23da864218944040b7f18443?s=96&d=wp_user_avatar&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/e2d5177fff0d970a2485cdb96b62c7dd1a91c5ab23da864218944040b7f18443?s=96&d=wp_user_avatar&r=g\",\"caption\":\"Zack Taylor\"},\"description\":\"Zack is Senior Director of Strategic Communications for Cisco's Contact Center Business Unit. In this role, he is responsible for the planning, development, and communication of the unit's business-relevant solutions to key internal and external constituents. He is a published author on numerous contact center technologies and is a featured Cisco blogger. Zack is a Satmetrix-certified Net Promoter\u00ae practitioner and a Certified Customer Experience Professional (CCXP). A frequent speaker in the Call Center and Collaboration marketplace at industry and customer events, he has authored nine U.S. patents and four European patents on contact center innovations.\",\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/profile\\\/view?id=632082&trk=spm_pic\",\"https:\\\/\\\/x.com\\\/https:\\\/\\\/twitter.com\\\/johnnyzt\"],\"url\":\"https:\\\/\\\/blog.webex.com\\\/fr\\\/contributors\\\/zacktaylor\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Acc\u00e9l\u00e9ration fulgurante\u00a0- Des experts se penchent sur les avanc\u00e9es de la technologie des centres de contact | Webex Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/","og_locale":"fr_FR","og_type":"article","og_title":"Acc\u00e9l\u00e9ration fulgurante\u00a0- Des experts se penchent sur les avanc\u00e9es de la technologie des centres de contact | Webex Blog","og_description":"Cisco s\u2019est associ\u00e9 \u00e0 Gartner\u00a0Research pour pr\u00e9senter un ensemble de connaissances approfondies qui acc\u00e9l\u00e9reront le d\u00e9veloppement de la prochaine g\u00e9n\u00e9ration de centres de contact.","og_url":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/","og_site_name":"Webex Blog","article_published_time":"2020-11-24T15:57:08+00:00","author":"Zack Taylor","twitter_misc":{"\u00c9crit par":"Zack Taylor","Dur\u00e9e de lecture estim\u00e9e":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#article","isPartOf":{"@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/"},"author":{"name":"Zack Taylor","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/767ee6f6afb59ecd788a7e9975d507a7"},"headline":"Acc\u00e9l\u00e9ration fulgurante\u00a0– Des experts se penchent sur les ...","datePublished":"2020-11-24T15:57:08+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/"},"wordCount":1180,"commentCount":0,"image":{"@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#primaryimage"},"thumbnailUrl":"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/11\/Accelerating-the-Next-Generation-Contact-Center.png","keywords":["Centre d\u2019appel","Cloud Communications"],"articleSection":["Collaboration","Exp\u00e9rience client\u00a0"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/","url":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/","name":"Acc\u00e9l\u00e9ration fulgurante\u00a0- Des experts se penchent sur les avanc\u00e9es de la technologie des centres de contact | Webex Blog","isPartOf":{"@id":"https:\/\/blog.webex.com\/es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#primaryimage"},"image":{"@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#primaryimage"},"thumbnailUrl":"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/11\/Accelerating-the-Next-Generation-Contact-Center.png","datePublished":"2020-11-24T15:57:08+00:00","author":{"@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/767ee6f6afb59ecd788a7e9975d507a7"},"breadcrumb":{"@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#primaryimage","url":"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/11\/Accelerating-the-Next-Generation-Contact-Center.png","contentUrl":"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/11\/Accelerating-the-Next-Generation-Contact-Center.png"},{"@type":"BreadcrumbList","@id":"https:\/\/blog.webex.com\/customer-experience\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.webex.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Acc\u00e9l\u00e9ration fulgurante\u00a0– Des experts se penchent sur les ..."}]},{"@type":"WebSite","@id":"https:\/\/blog.webex.com\/es\/#website","url":"https:\/\/blog.webex.com\/es\/","name":"Webex Blog","description":"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/blog.webex.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Person","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/767ee6f6afb59ecd788a7e9975d507a7","name":"Zack Taylor","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/e2d5177fff0d970a2485cdb96b62c7dd1a91c5ab23da864218944040b7f18443?s=96&d=wp_user_avatar&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/e2d5177fff0d970a2485cdb96b62c7dd1a91c5ab23da864218944040b7f18443?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e2d5177fff0d970a2485cdb96b62c7dd1a91c5ab23da864218944040b7f18443?s=96&d=wp_user_avatar&r=g","caption":"Zack Taylor"},"description":"Zack is Senior Director of Strategic Communications for Cisco's Contact Center Business Unit. In this role, he is responsible for the planning, development, and communication of the unit's business-relevant solutions to key internal and external constituents. He is a published author on numerous contact center technologies and is a featured Cisco blogger. Zack is a Satmetrix-certified Net Promoter\u00ae practitioner and a Certified Customer Experience Professional (CCXP). A frequent speaker in the Call Center and Collaboration marketplace at industry and customer events, he has authored nine U.S. patents and four European patents on contact center innovations.","sameAs":["https:\/\/www.linkedin.com\/profile\/view?id=632082&trk=spm_pic","https:\/\/x.com\/https:\/\/twitter.com\/johnnyzt"],"url":"https:\/\/blog.webex.com\/fr\/contributors\/zacktaylor\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/382871","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/users\/5430"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/comments?post=382871"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/posts\/382871\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/media?parent=382871"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/categories?post=382871"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/fr\/wp-json\/wp\/v2\/tags?post=382871"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}