{"id":382930,"date":"2020-08-18T10:31:32","date_gmt":"2020-08-18T17:31:32","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/mise-a-jour-mensuelle-boostez-votre-centre-de-contact-avec-cisco-webex-contact-center-dans-le-nuage\/"},"modified":"2020-08-18T10:31:32","modified_gmt":"2020-08-18T17:31:32","slug":"mise-a-jour-mensuelle-boostez-votre-centre-de-contact-avec-cisco-webex-contact-center-dans-le-nuage","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/mise-a-jour-mensuelle-boostez-votre-centre-de-contact-avec-cisco-webex-contact-center-dans-le-nuage\/","title":{"rendered":"Mise \u00e0 jour mensuelle : Boostez votre centre de contact avec ..."},"content":{"rendered":"<h2><span><br \/>\n  <strong>Bienvenue dans notre s\u00e9rie de blogs sur les mises \u00e0 jour mensuelles <\/strong><br \/>\n<\/span><\/h2>\n<p>Afin de tenir vos clients inform\u00e9s des nouvelles fonctionnalit\u00e9s disponibles dans notre gamme Cisco Contact Center, nous avons mis en place cette s\u00e9rie de blogs mensuels. Chaque mois, mes coll\u00e8gues de Cisco et moi-m\u00eame vous parlerons des nouvelles fonctionnalit\u00e9s de notre gamme Webex qui permet aux entreprises d\u2019am\u00e9liorer la collaboration au bureau, la productivit\u00e9 et l&rsquo;exp\u00e9rience client.<\/p>\n<p>Ce mois-ci, je vous fais d\u00e9couvrir des nouveaut\u00e9s que nous avons introduites dans <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Webex Contact Center<\/a>, notre centre de contact polyvalent, v\u00e9ritable service (CCaaS) pour les petits et grands centres de contact envers lequel les plus grandes entreprises du monde dans les domaines de la finance, de la sant\u00e9, du commerce de d\u00e9tail et du divertissement ont la plus grande confiance.<\/p>\n<p>Comme nous utilisons une approche flexible de d\u00e9veloppement en nuage, nous sommes capables de proposer de nouvelles fonctionnalit\u00e9s de fa\u00e7on r\u00e9guli\u00e8re et syst\u00e9matique. Notre plateforme Webex Contact Center est unique sur le march\u00e9 et multi-entit\u00e9 : elle nous permet de proposer ces nouvelles fonctionnalit\u00e9s pour toute notre gamme ce qui permet aux clients sur site ou dans le <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\">nuage<\/a>, de profiter rapidement des nouveaut\u00e9s pour atteindre leurs objectifs \u00e9conomiques.<\/p>\n<h2><span><br \/>\n  <strong>Les nouvelles fonctionnalit\u00e9s<\/strong><br \/>\n<\/span><\/h2>\n<h2><span><br \/>\n  <strong>Faites des choix plus judicieux avec Webex Workforce Optimization <\/strong><br \/>\n<\/span><\/h2>\n<p>Notre suite en nuage <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Workforce Organization<\/a> (WFO) a \u00e9t\u00e9 am\u00e9lior\u00e9e pour int\u00e9grer des fonctions de gestion de la qualit\u00e9, de gestion des salari\u00e9s et un syst\u00e8me d&rsquo;analyse qui donnent aux superviseurs des centres de contact le pouvoir d&rsquo;optimiser les performances des agents et d&rsquo;obtenir des donn\u00e9es pr\u00e9cieuses sur leurs clients. La solution comprend trois modules fondamentaux et d\u00e8s \u00e0 pr\u00e9sent disponible avec notre solution sur site Unified Contact Center Express et Webex Contact Center \u00e9galement :<\/p>\n<ul>\n<li><strong><br \/>\n  <span>la gestion de la qualit\u00e9<\/span> <\/strong>tient compte de l\u2019enregistrement mesurable des appels vocaux et vid\u00e9os, ainsi que des outils d&rsquo;\u00e9valuation qui permettent aux superviseurs d&rsquo;examiner et de v\u00e9rifier facilement les niveaux de performance des collaborateurs et des \u00e9quipes. Ils peuvent ainsi s\u2019assurer que la productivit\u00e9 de l&rsquo;\u00e9quipe ne baisse pas, de la r\u00e9solution au premier appel (FCR) et du score de satisfaction du client (CSAT).<\/li>\n<\/ul>\n<div id=\"attachment_334892\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334892\" class=\"wp-image-334892 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png 840w\" alt=\"Le module de gestion de la qualit\u00e9 Webex WFO permet avec une grande pr\u00e9cision aux gestionnaires de centres de contact de trouver les interactions utiles en utilisant une combinaison puissante de donn\u00e9es du clients, de l'\u00e9nergie de la voix et d'autres m\u00e9tadonn\u00e9es li\u00e9es \u00e0 l'entreprise.\" width=\"840\" height=\"511\" \/><p id=\"caption-attachment-334892\" class=\"wp-caption-text\">Optimisation de la gestion de la qualit\u00e9 Webex Workforce<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Gestion des ressources humaines<\/strong><br \/>\n<\/span>permet aux superviseurs et aux gestionnaires de d\u00e9velopper des plannings pour plusieurs sites, de g\u00e9rer les donn\u00e9es importantes et les indicateurs cl\u00e9s de performance (ICP) et de g\u00e9rer en direct le bon respect des plannings par les agents. Les centres de contact peuvent ainsi facilement et de fa\u00e7on pr\u00e9cise anticiper les impr\u00e9vus, effectuer des analyses dynamiques et s&rsquo;adapter aux changements quotidiens pour prendre des d\u00e9cisions plus judicieuses afin de g\u00e9rer les ressources critiques de l&rsquo;entreprise et optimiser les niveaux de service.<\/li>\n<\/ul>\n<div id=\"attachment_334893\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334893\" class=\"wp-image-334893 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png\" sizes=\"auto, (max-width: 833px) 100vw, 833px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png 833w\" alt=\"Le module de gestion des ressources humaines Webex WFO permet aux responsables de centres de contact d'anticiper les tendances en volume, d'\u00e9laborer les plannings et de suivre les indicateurs de performance les plus importants. \" width=\"833\" height=\"507\" \/><p id=\"caption-attachment-334893\" class=\"wp-caption-text\">Optimisation de la gestion de la qualit\u00e9 Webex Workforce<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Analyses de l\u2019optimisation des salari\u00e9s <\/strong><br \/>\n<\/span>int\u00e8gre l&rsquo;analyse de la voix, du bureau et du texte en un seul outil d&rsquo;analyse et permet ainsi aux superviseurs de b\u00e9n\u00e9ficier d&rsquo;informations bas\u00e9es sur des donn\u00e9es et des mesures vitales de la voix de leurs clients. L\u2019entreprise b\u00e9n\u00e9ficie d\u2019informations uniques sur chaque conversation de client ce qui lui permet de s&rsquo;am\u00e9liorer et tend a l\u2019amener vers de meilleures exp\u00e9riences clients et de meilleurs r\u00e9sultats commerciaux.<\/li>\n<\/ul>\n<div id=\"attachment_334894\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334894\" class=\"wp-image-334894 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png\" sizes=\"auto, (max-width: 845px) 100vw, 845px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-300x180.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-768x461.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png 845w\" alt=\"Les responsables des centres de contact peuvent int\u00e9grer et visualiser sans contrainte des informations issues de n'importe o\u00f9 dans Webex WFO en utilisant le module d'analyse. \" width=\"845\" height=\"507\" \/><p id=\"caption-attachment-334894\" class=\"wp-caption-text\">Webex Workforce Optimization Analytics<\/p><\/div>\n<h2><span><br \/>\n  <strong>Efficacit\u00e9 op\u00e9rationnelle am\u00e9lior\u00e9e avec les rapports de l\u2019analyseur de Webex Contact Center<\/strong><br \/>\n<\/span><\/h2>\n<p>Nous avons apport\u00e9 quelques am\u00e9liorations \u00e0 notre solution d&rsquo;analyse avanc\u00e9e, qui permettent plus facilement et plus rapidement de trouver des informations capitales. Elles simplifient la d\u00e9termination de seuils pour les mesures importantes comme la connaissance des temps d&rsquo;attente.<\/p>\n<ul>\n<li><span><br \/>\n  <strong>Recherche am\u00e9lior\u00e9e : <\/strong><br \/>\n<\/span>Gagnez du temps en ayant acc\u00e8s \u00e0 une visualisation de tous les noms de dossiers, de rapports ou de tableaux de bord et qui correspond \u00e0 la cha\u00eene de recherche pour une recherche avanc\u00e9e. Nous avons perfectionn\u00e9 notre solution d&rsquo;analyse avanc\u00e9e pour rendre plus facile et plus rapide la recherche d&rsquo;informations capitales et simplifier la fixation des seuils pour les mesures les plus importantes.<\/li>\n<li><strong><br \/>\n  <span>Rapports de seuil :<\/span>\u00a0<\/strong>Les rapports de seuil vous permettent de d\u00e9finir des seuils et des alertes personnalis\u00e9s pour des donn\u00e9es sur les agents et les appels et conna\u00eetre les temps d&rsquo;attente ou d&rsquo;autres param\u00e8tres que vous devez suivre attentivement.<\/li>\n<\/ul>\n<div id=\"attachment_334681\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334681\" class=\"wp-image-334681 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png\" sizes=\"auto, (max-width: 924px) 100vw, 924px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--300x173.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--768x444.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png 924w\" alt=\"Recherche am\u00e9lior\u00e9e gr\u00e2ce \u00e0 l'analyseur de Webex Contact Center\" width=\"924\" height=\"534\" \/><p id=\"caption-attachment-334681\" class=\"wp-caption-text\">Webex Contact Center Analyzer enhanced search<\/p><\/div>\n<h2><span><br \/>\n  <strong>D\u00e9ploiement simplifi\u00e9 et gestion avec Webex Control Hub<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Appel RTCP Cisco pour Webex Contact Center :<\/strong><br \/>\n<\/span> Nous proposons d\u00e8s \u00e0 pr\u00e9sent une solution d&rsquo;appel RTCP rapide \u00e0 d\u00e9ployer pour les clients du centre de Webex Contact Center et du Cisco Webex Contact Center pour clients d\u2019entreprise afin de faciliter l&rsquo;achat et le d\u00e9ploiement de votre centre de contact sur une seule facture de Cisco. Pour simplifier encore plus les choses, des prestations RTCP peuvent \u00eatre ajout\u00e9s et provisionn\u00e9s dans <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-control-hub\/index.html\">Webex Control Hub<\/a>, notre outil de gestion en nuage pour les solutions de collaboration Webex. Les clients peuvent s\u2019abonner \u00e0 Webex Contact Center et int\u00e9grer les appels RTCP Cisco et \u00eatre en mesure de fonctionner en seulement cinq jours.<\/li>\n<\/ul>\n<div id=\"attachment_334685\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334685\" class=\"wp-image-334685 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png 842w\" alt=\"Le RTCP de Cisco pour le centre de contact Webex Contact Center peut \u00eatre int\u00e9gr\u00e9 au centre de contr\u00f4le Webex.\" width=\"842\" height=\"472\" \/><p id=\"caption-attachment-334685\" class=\"wp-caption-text\">Adding Cisco PSTN for Webex Contact Center via Webex Control Hub<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>3<\/strong><br \/>\n  <strong><br \/>\n    <sup>\u00e8me<\/sup><br \/>\n  <\/strong><br \/>\n  <strong> Formulaires de demande : <\/strong><br \/>\n<\/span>Nous avons simplifi\u00e9 la gestion du connecteur Salesforce du Webex Contact Center et d&rsquo;autres applications<sup> externes<\/sup>avec Webex Control Hub. Le connecteur Salesforce transmet les donn\u00e9es strat\u00e9giques sur le client au bureau de l&rsquo;agent, am\u00e9liorant ainsi l&rsquo;efficacit\u00e9 et limitant le changement d&rsquo;application tout en aidant les clients. Le connecteur permet aussi aux centres de contact de personnaliser les flux et le routage SVI qui sont bas\u00e9s sur l&rsquo;acc\u00e8s en temps r\u00e9el aux donn\u00e9es des clients. Il garantit qu\u2019ils sont ainsi dirig\u00e9s vers la personne la plus qualifi\u00e9e et restent ponctuels et pr\u00e9cis d\u00e8s la premi\u00e8re fois.<\/li>\n<\/ul>\n<div id=\"attachment_334688\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334688\" class=\"wp-image-334688\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png\" sizes=\"auto, (max-width: 1072px) 100vw, 1072px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-1024x575.png 1024w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png 1072w\" alt=\"Les connecteurs de Webex Contact Center pour les applications externes se g\u00e8rent dans le Webex Contro Hub\" width=\"730\" height=\"410\" \/><p id=\"caption-attachment-334688\" class=\"wp-caption-text\">Webex Contact Center connectors for third-party applications managed in Webex Control Hub<\/p><\/div>\n<h2><span><br \/>\n  <strong>Et la suite ?<\/strong><br \/>\n<\/span><\/h2>\n<p>J&rsquo;attends avec impatience de pouvoir communiquer avec vous de fa\u00e7on r\u00e9guli\u00e8re et d&rsquo;entendre comment ces nouvelles fonctionnalit\u00e9s vous aident \u00e0 obtenir de grands succ\u00e8s. Restez \u00e0 l&rsquo;\u00e9coute du blog du mois prochain dans lequel je pr\u00e9senterai les nouvelles capacit\u00e9s qui vous permettront d&rsquo;\u00eatre plus proactif en am\u00e9liorant vos exp\u00e9riences clients.<\/p>\n<blockquote><p>Pour en savoir plus sur Webex Contact Center, lisez notre <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/webex-contact-center-ebook.pdf?ccid=cc001193&#038;oid=ebkco018808\">ebook<\/a>. Pour en savoir plus sur les solutions pour Webex Contact Center, visitez notre <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">site internet<\/a>.<\/p><\/blockquote>\n<p><span><br \/>\n  <strong>Vous souhaitez parler \u00e0 un expert Cisco des solutions pour centre de contact ?\u00a0\u00a0 <\/strong><br \/>\n<\/span><\/p>\n<p>D\u00e9couvrez les options des solutions de d\u00e9ploiement rapide pour centre de contact qui resteront dans la dur\u00e9e. <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/remote-agents.html#~contact-us\">Rentrez en contact ici avec un expert Cisco.<\/a><\/p>\n<p><span><br \/>\n  <strong>En savoir plus<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020\">Cisco est consid\u00e9r\u00e9 comme un leader dans Aragon&rsquo;s Globe for Intelligent Contact Center 2020<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/a-blueprint-for-hybrid-workplaces\">Un plan pour les lieux de travail hybrides<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences\">Les derni\u00e8res innovations de Cisco en IA am\u00e9liorent les performances des centres de contact et enrichissent les exp\u00e9riences clients.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>V\u00e9rifiez la mise \u00e0 jour de ce mois-ci sur les nouvelles possibilit\u00e9s qui aident les entreprises \u00e0 am\u00e9liorer la collaboration sur le lieu de travail, la productivit\u00e9 et l&rsquo;exp\u00e9rience client dans notre gamme Cisco Contact Center.<\/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":[15112],"class_list":["post-382930","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mise \u00e0 jour mensuelle : Boostez votre centre de contact avec Cisco Webex Contact Center dans le nuage | 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\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mise \u00e0 jour mensuelle : Boostez votre centre de contact avec Cisco Webex Contact Center dans le nuage | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"V\u00e9rifiez la mise \u00e0 jour de ce mois-ci sur les nouvelles possibilit\u00e9s qui aident les entreprises \u00e0 am\u00e9liorer la collaboration sur le lieu de travail, la productivit\u00e9 et l&#039;exp\u00e9rience client dans notre gamme Cisco Contact Center.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-18T17:31:32+00:00\" \/>\n<meta name=\"author\" content=\"David Wiener\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"David Wiener\" \/>\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\\\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.webex.com\\\/customer-experience\\\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\\\/\"},\"author\":{\"name\":\"David Wiener\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/cdfe41aab915cfc13512c9622170a8e8\"},\"headline\":\"Mise \u00e0 jour mensuelle : Boostez votre centre de contact avec 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