{"id":383192,"date":"2021-05-20T08:47:07","date_gmt":"2021-05-20T15:47:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/apporter-des-services-en-nuage-dans-les-centres-de-contact-sur-site\/"},"modified":"2021-05-20T08:47:07","modified_gmt":"2021-05-20T15:47:07","slug":"apporter-des-services-en-nuage-dans-les-centres-de-contact-sur-site","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/apporter-des-services-en-nuage-dans-les-centres-de-contact-sur-site\/","title":{"rendered":"Apporter des services en nuage dans les centres de contact sur site"},"content":{"rendered":"<h2><span><br \/>\n  <strong>Strat\u00e9gies de nuage hybride <\/strong><br \/>\n<\/span><\/h2>\n<p>Il y a quelques ann\u00e9es, lorsque le secteur des centres de contacts a commenc\u00e9 \u00e0 parler du nuage comme de la prochaine \u00e9tape in\u00e9vitable de l\u2019\u00e9volution de ces centres, certains avantages sp\u00e9cifiques ont aliment\u00e9 cette tendance, comme la rapidit\u00e9 accrue des livraisons d\u2019innovations et de mises \u00e0 jour.<\/p>\n<p>Bien que les avantages de la livraison de logiciels bas\u00e9s sur le nuage soient importants, de nombreux clients d\u2019entreprises de centres de contact, dont l\u2019activit\u00e9 professionnelle s\u2019effectue en pr\u00e9sentiel, ne sont pas encore pr\u00eats \u00e0 faire migrer leurs investissements dans une solution de nuage public. Ils pr\u00e9f\u00e9reraient une option qui leur apporte les avantages des technologies en nuage, tout en pr\u00e9servant leurs investissements et leurs exigences en mati\u00e8re de contr\u00f4le, de flexibilit\u00e9 de d\u00e9ploiement et de s\u00e9curit\u00e9 plus \u00e9lev\u00e9s.<\/p>\n<p>Conscient de ce besoin, Cisco pr\u00e9conise depuis un certain temps une strat\u00e9gie de nuage hybride. Certaines caract\u00e9ristiques et fonctionnalit\u00e9s disponibles par l\u2019interm\u00e9diaire du nuage sont assur\u00e9ment plus performantes, m\u00eame pour les solutions sur site. Cependant, nous devons optimiser non seulement le mod\u00e8le de livraison, mais aussi l\u2019exp\u00e9rience globale de l\u2019utilisateur. Par exemple, selon vous, un smartphone aurait-il la performance que nous lui connaissons s\u2019il s\u2019agissait d\u2019un appareil fonctionnant uniquement dans le nuage\u00a0? Probablement pas. C\u2019est l\u2019aspect \u00ab\u00a0nuage hybride\u00a0\u00bb des appareils et des logiciels de t\u00e9l\u00e9phones \u2013 fonctionnant avec des applications du nuage \u2013 qui offre ce confort d\u2019utilisation exceptionnel, pl\u00e9biscit\u00e9 par les utilisateurs dans le monde entier.<\/p>\n<h2><span><br \/>\n  <strong>Am\u00e9liorations administratives pour la r\u00e9silience des op\u00e9rations <\/strong><br \/>\n<\/span><\/h2>\n<p>Dans cette optique, nous avons renforc\u00e9 notre strat\u00e9gie de nuage hybride pour offrir les avantages technologiques du nuage les plus importants pour les gestionnaires d\u2019entreprise et am\u00e9liorer le fonctionnement de votre centre de contact sur site.<\/p>\n<p><span><br \/>\n  <strong>Capacit\u00e9s de mises \u00e0 niveau de type nuage<\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li>La nouvelle strat\u00e9gie de <span><br \/>\n  <strong>version dynamique<\/strong><br \/>\n<\/span> permettra la livraison continue de nouvelles fonctionnalit\u00e9s sous forme de mises \u00e0 jour logicielles pour les clients qui souhaitent b\u00e9n\u00e9ficier des toutes derni\u00e8res fonctionnalit\u00e9s. (Les clients qui pr\u00e9f\u00e8rent des mises \u00e0 jour peu fr\u00e9quentes peuvent continuer \u00e0 utiliser des versions plus anciennes comme la 12.5). Le <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/customer-collaboration\/unified-contact-center-enterprise\/bulletin-c25-744954.html\">document de strat\u00e9gie des nouvelles versions<\/a> vous aide \u00e0 choisir le type de version qui vous convient le mieux.<\/li>\n<li>Recevez automatiquement des <span><br \/>\n  <strong>notifications de mise \u00e0 jour<\/strong><br \/>\n<\/span> d\u00e8s que de nouveaux correctifs et de nouvelles fonctionnalit\u00e9s sont disponibles.<\/li>\n<li><span><br \/>\n  <strong>T\u00e9l\u00e9chargez automatiquement les<\/strong><br \/>\n<\/span> mises \u00e0 jour logicielles depuis le r\u00e9f\u00e9rentiel h\u00e9berg\u00e9 dans le nuage.<\/li>\n<li>Orchestrez des mises \u00e0 niveau de solution de bout en bout, \u00e0 l\u2019aide d\u2019une simple <span><br \/>\n  <strong>commande de mise \u00e0 niveau, en un seul clic,<\/strong><br \/>\n<\/span> avec un temps d\u2019arr\u00eat minimal et une planification des fen\u00eatres de maintenance\u00a0; c\u2019est vous qui choisissez quand effectuer les mises \u00e0 jour.<\/li>\n<li><span><br \/>\n  <strong>L\u2019arr\u00eat appropri\u00e9<\/strong><br \/>\n<\/span> vous permet d\u2019appliquer des mises \u00e0 niveau de micrologiciels, des mises \u00e0 jour de s\u00e9curit\u00e9 du syst\u00e8me d\u2019exploitation et des correctifs d\u2019application sans affecter les op\u00e9rations en cours, ce qui r\u00e9duit le nombre de fen\u00eatres de maintenance complexes.<\/li>\n<li>Consultez les<span><br \/>\n  <strong> indicateurs de progression des mises \u00e0 niveau<\/strong><br \/>\n<\/span>\u00a0et recevez des notifications par e-mail sur la r\u00e9ussite ou l\u2019\u00e9chec des mises \u00e0 niveau.<\/li>\n<li><span><br \/>\n  <strong>Les v\u00e9rifications de compatibilit\u00e9 automatiques<\/strong> <\/span>pendant la mise \u00e0 niveau et le retour en arri\u00e8re possible garantissent que tous les composants sont compatibles afin de minimiser le risque de pannes pendant les mises \u00e0 niveau.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-365957 size-large\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-1024x479.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-300x140.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-768x359.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-1024x479.png 1024w\" alt=\"centre de contact\" width=\"640\" height=\"299\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<p><span><br \/>\n  <strong>Visibilit\u00e9 de bout en bout du centre de contact<\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li>Nos solutions d\u2019entreprise sont d\u00e9sormais <span><br \/>\n  <strong>initialement int\u00e9gr\u00e9es \u00e0 AppDynamics<\/strong> <\/span>pour offrir un meilleur fonctionnement gr\u00e2ce aux alertes, aux tableaux de bord de sant\u00e9 et \u00e0 la d\u00e9tection pr\u00e9coce des probl\u00e8mes de performance. Cette am\u00e9lioration technologique permet d\u2019augmenter la performance d\u2019exploitation et la continuit\u00e9 des services. <\/li>\n<\/ul>\n<p><span><br \/>\n  <strong>\u00c9chelle accrue<\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li>Votre centre de contact est d\u00e9sormais capable de prendre en charge jusqu\u2019\u00e0 <span><br \/>\n  <strong>36\u00a0000\u00a0agents concurrents<\/strong><br \/>\n<\/span> pour r\u00e9pondre aux besoins des plus grandes entreprises.<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Am\u00e9lioration du confort d\u2019utilisation des agents<\/strong><br \/>\n<\/span><\/h2>\n<p>Nous avons \u00e9galement plac\u00e9 les utilisateurs au centre de nos pr\u00e9occupations lors de la cr\u00e9ation des nouvelles fonctionnalit\u00e9s de cette version. Elles ont \u00e9t\u00e9 con\u00e7ues pour leur faciliter le quotidien, leur permettre de devenir des agents hautement performants et leur fournir les outils dont ils ont besoin pour travailler, quel que soit le lieu o\u00f9 ils se trouvent.<\/p>\n<p><span><br \/>\n  <strong>Des agents dont l&rsquo;exp\u00e9rience est reli\u00e9e \u00e0 l\u2019IA <\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li><span><br \/>\n  <strong>L\u2019agent Answers (R\u00e9ponses)<\/strong> <\/span>fournit des suggestions et des recommandations en temps r\u00e9el, g\u00e9n\u00e9r\u00e9es par l\u2019IA et bas\u00e9es sur l\u2019interaction entre l\u2019agent et l\u2019appelant, dotant chaque agent d\u2019une performance de communication accrue. La fonction int\u00e9gr\u00e9e \u00e9coute l\u2019appel et fournit de mani\u00e8re anticip\u00e9e des suggestions de r\u00e9ponses et des articles bas\u00e9s sur les connaissances, de sorte que l\u2019agent peut passer moins de temps \u00e0 chercher des r\u00e9ponses et plus de temps \u00e0 fournir un service client de qualit\u00e9 optimale.<\/li>\n<li>La fonction de transcription d\u2019appel <span><br \/>\n  <strong>Call Transcript <\/strong><br \/>\n<\/span>convertit dynamiquement la conversation vocale en texte afin que l\u2019agent puisse la visualiser en temps r\u00e9el \u00e0 titre de r\u00e9f\u00e9rence.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-365743\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-1024x572.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-300x167.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-768x429.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-1024x572.png 1024w\" alt=\"Transcription d\u2019appel\" width=\"640\" height=\"358\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<h2><span><br \/>\n  <strong>Moins de changements d\u2019applications <\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Les fonctions \u00e0 onglets multiples<\/strong> <\/span>fournissent une interface unique dans l\u2019application de bureau de l\u2019utilisateur, qui peut ainsi voir plus d\u2019informations accessibles, facilement et de mani\u00e8re concise.<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Un outil de travail adapt\u00e9 <\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>La s\u00e9lection des appareils<\/strong><br \/>\n<\/span> permet aux utilisateurs de partager leur poste sur plusieurs appareils et de s\u00e9lectionner celui avec lequel ils souhaitent travailler.<\/li>\n<li>Prise en charge des utilisateurs \u00e0 distance pour se connecter \u00e0 leur bureau <span><br \/>\n  <strong>sans avoir \u00e0 se connecter via un r\u00e9seau priv\u00e9 virtuel (VPN)<\/strong><br \/>\n<\/span> (disponible pour les premiers essais en conditions r\u00e9elles).<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Des avantages pour tous <\/strong><br \/>\n<\/span><\/h2>\n<p>Que vous soyez un administrateur de technologies de l\u2019information (TI) ou un agent de centre de contact, nous avons ajout\u00e9 des avantages pour faciliter votre travail. Nous avons la joie de proposer, \u00e0 nos clients dont l\u2019activit\u00e9 professionnelle s\u2019effectue en pr\u00e9sentiel, toutes ces nouvelles am\u00e9liorations et fonctionnalit\u00e9s, afin qu\u2019ils puissent eux aussi commencer \u00e0 profiter du nuage. Nous continuons d\u2019investir dans les fonctionnalit\u00e9s d\u2019administration et d\u2019utilisation pour les clients \u00ab\u00a0en pr\u00e9sentiel\u00a0\u00bb et en nuage priv\u00e9, tout en leur offrant une transition graduelle vers le nuage \u00e0 leur propre rythme.<\/p>\n<p>Pour en savoir plus sur la version\u00a012.6, lisez la <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/customer-collaboration\/unified-contact-center-enterprise\/data-sheet-c78-744949.html\">fiche technique<\/a>sur notre centre de contact d\u2019entreprise.<\/p>\n<blockquote><p>Pour obtenir plus d\u2019informations sur les solutions de centres de contact\u00a0Cisco, visitez notre <a href=\"http:\/\/www.cisco.com\/go\/cc\">site Web<\/a>.<\/p><\/blockquote>\n<hr \/>\n<p><strong>Pour en savoir plus<\/strong><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-end-of-frustrating-customer-experiences-why-a-connected-journey-matters\">Pour mettre fin aux exp\u00e9riences frustrantes des clients, nous avons besoin d\u2019un environnement connect\u00e9<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">Cisco\u00a0+\u00a0IMImobile\u00a0: Ensemble, construisons l\u2019avenir de l\u2019exp\u00e9rience client<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/changing-customer-experience-with-the-all-new-webex-contact-center-webinar\">Le tout nouveau centre de contact\u00a0Webex\u00a0: une exp\u00e9rience client en devenir [Webinaire]<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Que vous soyez un administrateur de technologies de l\u2019information (TI) ou un agent de centre de contact, nous avons ajout\u00e9 des avantages pour faciliter votre travail et am\u00e9liorer le fonctionnement de votre centre de contact sur site.<\/p>\n","protected":false},"author":5488,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[4278],"class_list":["post-383192","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Apporter des services en nuage dans les centres de contact sur site | 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\/bringing-cloud-services-to-on-premises-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta 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