{"id":383290,"date":"2020-06-18T08:45:32","date_gmt":"2020-06-18T15:45:32","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/cisco-designe-comme-leader-dans-le-rapport-aragon-globe-2020-pour-les-centres-de-contact-intelligents\/"},"modified":"2020-06-18T08:45:32","modified_gmt":"2020-06-18T15:45:32","slug":"cisco-designe-comme-leader-dans-le-rapport-aragon-globe-2020-pour-les-centres-de-contact-intelligents","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/cisco-designe-comme-leader-dans-le-rapport-aragon-globe-2020-pour-les-centres-de-contact-intelligents\/","title":{"rendered":"Cisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon Globe\u00a02020 pour ..."},"content":{"rendered":"


\n Stimuler la croissance \u00e9conomique de nos clients gr\u00e2ce au centre de contact intelligent<\/strong>
\n<\/span><\/h2>\n

L\u2019ann\u00e9e derni\u00e8re, Cisco a fait \u00e9voluer son portefeuille de solutions pour les centres de contact afin d\u2019aider nos clients \u00e0 renforcer la croissance \u00e9conomique et la diff\u00e9rentiation concurrentielle. \u00a0Nous avons lanc\u00e9 Webex Contact Center dans de multiples r\u00e9gions du monde et avons r\u00e9cemment pr\u00e9sent\u00e9 Webex Contact Center Enterprise<\/a>, une solution de centre de contact cloud robuste et \u00e9volutive qui r\u00e9pond aux besoins sp\u00e9cifiques et complexes des tr\u00e8s grandes entreprises.<\/p>\n

Nous avons fait l\u2019acquisition de Voicea et avons rapidement int\u00e9gr\u00e9 de nouvelles capacit\u00e9s de transcription des appels aux agents, bas\u00e9es sur l\u2019IA, qui am\u00e9liorent la productivit\u00e9 et l\u2019efficacit\u00e9 de conclusion des appels gr\u00e2ce \u00e0 des taux d\u2019erreurs lexicales et des performances d\u2019exactitude de transcription de tout premier ordre. Notre deuxi\u00e8me acquisition d\u2019envergure a \u00e9t\u00e9 CloudCherry et a donn\u00e9 naissance \u00e0 Webex Experience Management<\/a>, notre premi\u00e8re solution SaaS de gestion de l\u2019exp\u00e9rience qui permet aux entreprises de r\u00e9aliser des analyses pertinentes du feedback et de l\u2019exp\u00e9rience de parcours de leurs clients afin d\u2019am\u00e9liorer les r\u00e9sultats op\u00e9rationnels tels que le taux de recommandation net et la valeur client.<\/p>\n

Nous avons apport\u00e9 des am\u00e9liorations significatives \u00e0 nos solutions sur site, offrant \u00e0 nos clients un moyen plus simple pour g\u00e9rer leurs licences logicielles et permettant l\u2019int\u00e9gration \u00e0 des services cloud avanc\u00e9s tels que le reporting analytique, la transcription des appels et les m\u00e9triques de feedback des clients sur le bureau de l\u2019agent, ces capacit\u00e9s r\u00e9duisant toutes la complexit\u00e9 d\u2019adoption des services cloud.<\/p>\n

Nous avons annonc\u00e9 le lancement de Webex Platform for Contact Center, une solution cloud mutualis\u00e9e ouverte et flexible. Elle repose sur l\u2019architecture Webex qui constitue la colonne vert\u00e9brale de notre portefeuille de solutions pour les centres de contact et repr\u00e9sente la base de toutes les innovations futures.<\/p>\n

Enfin, notre portefeuille d\u2019IA s\u2019est consid\u00e9rablement \u00e9toff\u00e9 au cours de l\u2019ann\u00e9e, avec le lancement d\u2019une solution SVI conversationnelle, l\u2019int\u00e9gration \u00e9troite \u00e0 Google Cloud Dialogflow et des projets visant \u00e0 proposer d\u2019autres capacit\u00e9s bas\u00e9es sur l\u2019IA dans un avenir proche. Consultez notre annonce<\/a> au sujet des innovations les plus r\u00e9centes en mati\u00e8re d\u2019intelligence artificielle qui sont venues rejoindre notre portefeuille pour les centres de contact.<\/p>\n


\n Distinction de la part d\u2019Aragon Research<\/strong>
\n<\/span><\/h2>\n

Nous sommes ravis que notre portefeuille et notre strat\u00e9gie aient une nouvelle fois \u00e9t\u00e9 distingu\u00e9s par Aragon Research, un cabinet d\u2019analyse sp\u00e9cialis\u00e9 reconnu dans le monde entier. Dans son rapport Aragon Globe 2020 pour les centres de contact intelligents<\/a>, Cisco a \u00e9t\u00e9 identifi\u00e9 comme un leader dans la cat\u00e9gorie Centres de contact intelligents.<\/p>\n

Aragon Research est un cabinet d\u2019\u00e9tude et d\u2019analyse ind\u00e9pendant, qui aide depuis des d\u00e9cennies les entreprises et les responsables\u00a0IT \u00e0 prendre des d\u00e9cisions technologiques et strat\u00e9giques plus \u00e9clair\u00e9es. \u00a0Aragon Research Globe est un outil d\u2019\u00e9valuation du march\u00e9 qui ne se focalise pas seulement sur la taille et la part de march\u00e9 mais utilise ces donn\u00e9es comme facteurs de comparaison et \u00e9value les capacit\u00e9s de l\u2019ensemble du portefeuille d\u2019un fournisseur. Le positionnement dans le rapport Aragon Globe indique le niveau d\u2019exhaustivit\u00e9 avec lequel la strat\u00e9gie future d\u2019un fournisseur correspond \u00e0 ses performances dans la concr\u00e9tisation de cette strat\u00e9gie sur le march\u00e9, c\u2019est-\u00e0-dire qu\u2019il refl\u00e8te l\u2019\u00e9quilibre entre performances et vision.<\/p>\n

\"Aragon

Copyright \u00a9 2020 Aragon Research Inc. et\/ou ses soci\u00e9t\u00e9s affili\u00e9es. Tous droits r\u00e9serv\u00e9s. Aragon Research et Aragon Research Globe sont des marques commerciales d\u2019Aragon Research Inc.<\/p><\/div>\n

Les analyses d\u2019Aragon ont \u00e9valu\u00e9 des domaines cl\u00e9s tels que la strat\u00e9gie produits, les performances et l\u2019ex\u00e9cution, et la port\u00e9e mondiale. Selon le rapport r\u00e9dig\u00e9 par Jim Lundy, analyste principal d\u2019Aragon Research\u00a0: \u00ab\u00a0Cisco, un leader dans le secteur des solutions UCC, a effectu\u00e9 en 2019 une s\u00e9rie d\u2019annonces qui ont renforc\u00e9 l\u2019attention globale qu\u2019il porte aux centres de contact, en pla\u00e7ant l\u2019IA au centre.\u00a0\u00bb<\/p>\n

Voici quelques-unes des principales raisons qui selon nous ont contribu\u00e9 \u00e0 notre position de leader\u00a0:<\/p>\n


\n La marque Cisco <\/strong>
\n<\/span><\/h2>\n

La marque Cisco est renomm\u00e9e dans le monde entier pour son esprit d\u2019innovation, ses capacit\u00e9s \u00e9tendues de recherche et d\u00e9veloppement, ses plateformes ouvertes, ses succ\u00e8s en mati\u00e8re de transformation num\u00e9rique et son attachement \u00e0 fa\u00e7onner l\u2019avenir du travail.\u00a0 Nous sommes r\u00e9put\u00e9s pour notre capacit\u00e9 \u00e0 assurer des d\u00e9ploiements de centres de contact \u00e0 grande \u00e9chelle pour de grandes entreprises, ainsi que pour notre connaissance approfondie des besoins des d\u00e9partements\u00a0IT des entreprises et des dirigeants de divisions op\u00e9rationnelles.<\/p>\n


\n Nombre de solutions Contact Center install\u00e9es<\/strong>
\n<\/span><\/h2>\n

Plus de 3\u00a0millions d\u2019agents dans 36\u00a0000\u00a0entreprises diff\u00e9rentes utilisent aujourd\u2019hui les solutions Cisco Contact Center, ce qui fait de nous l\u2019un des leaders du march\u00e9 des centres de contact\u00a0: le n\u00b0\u00a01 en Am\u00e9rique du Nord et le n\u00b0\u00a02 dans le monde entier. Nos clients se composent de petites entreprises comme de grands groupes, dans tous les secteurs d\u2019activit\u00e9. Nous disposons d\u2019une organisation commerciale d\u00e9di\u00e9e aux centres de contact et d\u2019un vaste r\u00e9seau de partenaires au service de nos clients dans le monde entier.<\/p>\n


\n L\u2019accent mis sur l\u2019IA <\/strong>
\n<\/span><\/h2>\n

Nous avons r\u00e9alis\u00e9 des investissements significatifs dans le domaine de l\u2019IA au travers d\u2019acquisitions telles qu\u2019Accompany, Voicea, MindMeld et CloudCherry. \u00c0 partir de ces capacit\u00e9s organiques, nous avons d\u00e9velopp\u00e9 un solide ensemble de solutions d\u2019IA optimis\u00e9es par nos propres capacit\u00e9s internes en mati\u00e8re d\u2019IA. En outre, notre partenariat avec Google Cloud nous permet de tirer parti de sa plateforme Cloud Contact Center AI (CCAI) pour acc\u00e9l\u00e9rer l\u2019adoption de capacit\u00e9s avanc\u00e9es d\u2019IA sur le march\u00e9.<\/p>\n


\n Options flexibles de d\u00e9ploiements cloud, sur site et hybrides<\/strong>
\n<\/span><\/h2>\n

Notre approche multicloud et notre mod\u00e8le flexible d\u2019utilisation permettent \u00e0 nos clients de faire facilement leurs premiers pas vers la transformation cloud afin de surmonter facilement les difficult\u00e9s d\u2019adoption et d\u2019\u00e9volutivit\u00e9, tout en optimisant leurs investissements sur site. Notre solution Webex Platform for Contact Center fournit une approche pratique pour que tous les clients des solutions de centres de contact Cisco b\u00e9n\u00e9ficient de l\u2019agilit\u00e9 du cloud et de la mise en \u0153uvre continue de fonctionnalit\u00e9s innovantes, tandis qu\u2019ils assurent une migration progressive au fil du temps, sans interruption.
\n Qu\u2019est-ce qu\u2019un centre de contact cloud\u00a0?<\/a>
\n<\/strong><\/p>\n


\n Chiffrement de bout en bout<\/strong>
\n<\/span><\/h2>\n

Cisco poss\u00e8de une r\u00e9putation in\u00e9gal\u00e9e en mati\u00e8re de s\u00e9curit\u00e9 pour les entreprises. Nous investissons constamment afin de renforcer la s\u00e9curit\u00e9 de vos centres de contact et de prot\u00e9ger la vie priv\u00e9e et la confidentialit\u00e9 de vos clients. Nos produits sont conformes aux normes de s\u00e9curit\u00e9 \u00e9lev\u00e9es de Cisco, ainsi qu\u2019\u00e0 ses crit\u00e8res rigoureux de qualit\u00e9 de service et de performances. Nos clients b\u00e9n\u00e9ficient ainsi d\u2019une base extr\u00eamement robuste pour leurs centres de contact, ainsi que de la tranquillit\u00e9 d\u2019esprit qu\u2019ils attendent de Cisco, un leader renomm\u00e9 en termes de s\u00e9curit\u00e9.<\/p>\n


\n Capacit\u00e9s globales pour les communications unifi\u00e9es et la collaboration<\/strong>
\n<\/span><\/h2>\n

Cisco se d\u00e9marque des autres fournisseurs de centres de contact en se concentrant sur l\u2019infrastructure globale et en proposant un portefeuille \u00e9tendu et int\u00e9gr\u00e9 dans tous les aspects des communications\u00a0: centre de contact, messagerie, r\u00e9unions, appels, s\u00e9curit\u00e9, mise en r\u00e9seau et appareils. Nous sommes ainsi en mesure d\u2019offrir d\u2019immenses avantages en termes de productivit\u00e9 et des \u00e9conomies d\u2019\u00e9chelle cons\u00e9quentes gr\u00e2ce \u00e0 l\u2019int\u00e9gration de capacit\u00e9s cl\u00e9s. Celles-ci appuient un concept que nous nommons \u00ab\u00a0centre de contact collaboratif\u00a0\u00bb, dans lequel les ressources du front office et du back office travaillent main dans la main sur des probl\u00e8mes en temps r\u00e9el rencontr\u00e9s par des clients. Un autre exemple est l\u2019int\u00e9gration de Webex Calling \u00e0 Webex Contact Center, dans le but d\u2019am\u00e9liorer la qualit\u00e9 des appels, de r\u00e9duire les co\u00fbts et simplifier l\u2019acquisition de solutions.<\/p>\n

Pour en savoir plus, consultez le rapport Aragon Globe\u00a02020 pour les centres de contact intelligents<\/a>.<\/p><\/blockquote>\n

\n

\u00a0<\/em>Avis de non-responsabilit\u00e9 d\u2019Aragon\u00a0: Aragon Research ne fait pas la promotion des fournisseurs, ou de leurs produit ou services, pr\u00e9sent\u00e9s dans ses rapports d\u2019\u00e9tude et ne conseille pas aux utilisateurs de choisir les fournisseurs b\u00e9n\u00e9ficiant des meilleures \u00e9valuations. Les publications d\u2019Aragon Research refl\u00e8tent uniquement les opinions d\u2019Aragon Research and Advisory Services et ne doivent en aucun cas \u00eatre consid\u00e9r\u00e9es comme des \u00e9l\u00e9ments irr\u00e9futables. Aragon Research fournit ses publications de recherche et les informations qu\u2019elles contiennent \u00ab\u00a0EN L\u2019\u00c9TAT\u00a0\u00bb, sans garantie d\u2019aucune sorte. <\/em><\/p>\n

\"Aragon<\/p>\n

Source\u00a0:<\/strong><\/p>\n

Aragon Research<\/p>\n

\n

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

Les derni\u00e8res innovations de Cisco dans le domaine de l\u2019intelligence artificielle am\u00e9liorent les r\u00e9sultats op\u00e9rationnels pour les centres de contact<\/a><\/p>\n

D\u00e9couvrez les autres secteurs dans lesquels Cisco a \u00e9t\u00e9 d\u00e9sign\u00e9 comme un leader par Aragon<\/a><\/p>\n

Votre centre de contact est-il \u00ab\u00a0\u00e0 la page\u00a0\u00bb\u00a0?<\/a><\/p>\n

Pr\u00e9sentation de Webex Contact Center Enterprise [Webinaire]<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Cisco Contact Center a \u00e9t\u00e9 mis \u00e0 l\u2019honneur par le cabinet d\u2019analyse Aragon Research pour ses capacit\u00e9s d\u2019IA, d\u2019acc\u00e8s flexible au cloud, et de communications unifi\u00e9es et de collaboration, parmi de nombreuses autres fonctionnalit\u00e9s<\/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":[4421,5256,4730],"class_list":["post-383290","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-awards","tag-centre-dappel","tag-intelligence-artificielle"],"acf":[],"yoast_head":"\nCisco d\u00e9sign\u00e9 comme leader dans le rapport Aragon Globe\u00a02020 pour les centres de contact intelligents | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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