{"id":384401,"date":"2020-03-27T07:04:56","date_gmt":"2020-03-27T14:04:56","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/un-message-a-nos-clients-vos-agents-peuvent-travailler-a-domicile-avec-votre-solution-cisco-contact-center\/"},"modified":"2020-03-27T07:04:56","modified_gmt":"2020-03-27T14:04:56","slug":"un-message-a-nos-clients-vos-agents-peuvent-travailler-a-domicile-avec-votre-solution-cisco-contact-center","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/un-message-a-nos-clients-vos-agents-peuvent-travailler-a-domicile-avec-votre-solution-cisco-contact-center\/","title":{"rendered":"Un message \u00e0 nos clients : Vos agents peuvent travailler \u00e0 ..."},"content":{"rendered":"<p>Des temps inattendus ont acc\u00e9l\u00e9r\u00e9 la n\u00e9cessit\u00e9 de centres de contact \u00e0 travers le monde de rechercher des moyens d\u2019aider leurs clients \u00e0 fournir des informations sur le virus et son impact, tout en r\u00e9duisant simultan\u00e9ment les risques potentiels de exposition pour leurs <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/webex-board\/index.html\"><\/a> employ\u00e9s.<\/p>\n<p>Les volumes d\u2019interaction ont \u00e9t\u00e9 doubl\u00e9s et m\u00eame multipli\u00e9s pour la plupart de nos clients dans l\u2019ensemble des secteurs: m\u00e9dical, de d\u00e9placement, bancaire, vente au d\u00e9tail, t\u00e9l\u00e9communications et assurance. \u00a0Aller plus loin et aller plus loin pour aider leurs clients et leurs communaut\u00e9s au cours de ces p\u00e9riodes de d\u00e9fis est un imp\u00e9ratif constant.<\/p>\n<p>La priorit\u00e9 de Cisco est de permettre \u00e0 nos clients de s\u2019adapter facilement \u00e0 ces besoins urgents. Beaucoup utilisent d\u00e9j\u00e0 les solutions de contact virtuel et d\u2019agent \u00e0 distance de Cisco depuis des ann\u00e9es, et la demande pour cette solution a maintenant augment\u00e9 de fa\u00e7on significative. \u00a0Alors que plus de 40 % de nos clients disposent d\u2019un programme domicile pour leurs ressources de centre de contact, voici comment les clients d\u2019Unified Contact Center Enterprise et Unified Contact Center Express peuvent rapidement \u00e9tendre ou activer un personnel suppl\u00e9mentaire de centre d\u2019appel priv\u00e9 pour rester <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\"><\/a>  <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\"><\/a> productif.<\/p>\n<h2><span><br \/>\n  <strong>Configurer rapidement les agents et les superviseurs \u00ab Travail \u00e0 domicile \u00bb<\/strong><br \/>\n<\/span><\/h2>\n<p>Les solutions de centre de contact sur site de Cisco offrent plusieurs approches pour permettre aux agents et aux superviseurs d\u2019effectuer efficacement leurs t\u00e2ches \u00e0 partir de leur domicile.\u00a0 L\u2019approche choisie d\u00e9pend de la configuration unique du centre de contact et des besoins commerciaux. Pour obtenir des instructions compl\u00e8tes sur la mise en place, veuillez lire notre Guide de d\u00e9ploiement de la solution de travail \u00e0 partir de <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/contact-center\/unified-contact-center-express\/white-paper-c11-743571.html\">la solution d\u2019accueil.<\/a><\/p>\n<ul>\n<li><strong>Agent \u00e0 distance sur la bande passante Cette approche peut \u00eatre utilis\u00e9e \u00e0 la fois sur les plateformes Unified Contact Center Enterprise et Express et fournit aux agents distants une exp\u00e9rience identique pour travailler au bureau via une connexion r\u00e9seau haut-d\u00e9bit en utilisant un <\/strong>r\u00e9seau VPN. Le bureau de l\u2019agent Cisco Finesse et un point de terminaison tel qu\u2019un t\u00e9l\u00e9phone IP Cisco, Cisco Jabber, ou Cisco IP Communicator sont tout ce qui est n\u00e9cessaire.<\/li>\n<li><strong>Agent \u00e0 distance avec Expressway Cette approche peut \u00e9galement \u00eatre utilis\u00e9e \u00e0 la fois dans les plateformes Unified Contact Center Enterprise et Express avec des agents utilisant le bureau <\/strong>Cisco Finesse par VPN. Elle exploite l\u2019architecture Cisco Webex Edge et inclut Cisco Unified Communications Mobile et Remote Access pour permettre un acc\u00e8s s\u00e9curis\u00e9 pour les points de terminaison qui ne sont pas dans le r\u00e9seau d\u2019entreprise tels qu\u2019un t\u00e9l\u00e9phone <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-edge\/index.html?dtid=osscdc000283\"><\/a> IP Cisco, Cisco Jabber ou Cisco IP Communicator.<\/li>\n<li><strong>Agent \u00e0 distance avec Extend et Connect Cette approche permet aux agents Unified Contact Center Express de travailler de leur domicile en utilisant <\/strong>tous les p\u00e9riph\u00e9riques. Cette fonctionnalit\u00e9 fournit la flexibilit\u00e9 de r\u00e9pondre ou de r\u00e9pondre \u00e0 des appels en utilisant les p\u00e9riph\u00e9riques qui sont connect\u00e9s au r\u00e9seau RTCP, mobile, ou autres r\u00e9seaux PBX. Vous pouvez activer la fonctionnalit\u00e9 Extend et Connect via le client Cisco Jabber en s\u00e9lectionnant uniquement le mode Extend.<\/li>\n<li><strong>Agent mobile La fonctionnalit\u00e9 de l\u2019agent mobile permet aux agents Unified Contact Center Enterprise de travailler depuis chez eux et d\u2019avoir la flexibilit\u00e9 d\u2019utiliser leur choix de t\u00e9l\u00e9phone pr\u00e9f\u00e9r\u00e9 sur n\u2019importe quelle infrastructure de commutateur <\/strong>tierce. Les agents sp\u00e9cifient leur num\u00e9ro de t\u00e9l\u00e9phone de destination pendant l\u2019heure de signature et peuvent changer le num\u00e9ro aussi souvent qu\u2019ils le souhaitent. Les agents utiliseraient le bureau de l\u2019agent Cisco Finesse par VPN.<\/li>\n<\/ul>\n<h2><strong><br \/>\n  <span>Prot\u00e9ger vos agents \u00e0 distance avec la s\u00e9curit\u00e9 de Cisco<\/span><br \/>\n<\/strong><\/h2>\n<p>Pour prot\u00e9ger vos agents \u00e0 distance, Cisco offre des technologies de s\u00e9curit\u00e9 cl\u00e9s con\u00e7ues pour prot\u00e9ger les travailleurs <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/security\/anyconnect-secure-mobility-client\/index.html\"><\/a> distants n\u2019importe o\u00f9.<\/p>\n<h2><span><br \/>\n  <strong>Maintenir la qualit\u00e9 de l\u2019exp\u00e9rience de vos clients<\/strong><br \/>\n<\/span><\/h2>\n<p>Alors que vos points de contact en ligne des clients augmentent rapidement et que vos agents commencent \u00e0 travailler \u00e0 distance, il est important de surveiller attentivement le parcours de vos clients pour v\u00e9rifier que vous avez toujours la note CSAT ou NPS d\u00e9sir\u00e9e pendant cette p\u00e9riode cruciale o\u00f9 ils en ont besoin. Ceci peut \u00eatre effectu\u00e9 en surveillant les scores CSAT ou NPS post-appel \u00e0 l\u2019aide de l\u2019int\u00e9gration de Webex Experience Management avec les solutions Unified Contact Center Enterprise et Express et en gainant rapidement l\u2019analyse racine des causes profondes de tous les probl\u00e8mes avec votre centre de <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\"><\/a> contact.<\/p>\n<p>La solution vous permet \u00e9galement de lancer des enqu\u00eates p\u00e9riodiques sur l\u2019\u00e9tat d\u2019ex\u00e9cution des agents, ce qui peut \u00eatre utile pour comprendre comment vos agents \u00e0 distance s\u2019adaptent au travail depuis leur domicile et analyser les probl\u00e8mes de bande passante large bande, de tuteur \u00e0 distance ou de collaborer avec d\u2019autres agents qui peuvent avoir un impact sur l\u2019exp\u00e9rience du client.<\/p>\n<h2><span><br \/>\n  <strong>G\u00e9rer les volumes d\u2019appels avec libre-service<\/strong><br \/>\n<\/span><\/h2>\n<p>Dans le cadre de votre plan de continuit\u00e9 d\u2019activit\u00e9, envisagez de recharger les demandes simples des clients avec les options de libre-service et d\u2019utiliser un IVR pour pr\u00e9-qualifier les appels avant qu\u2019ils n\u2019entrent dans vos agents distants. Ceci permet \u00e0 vos clients d\u2019acc\u00e9der 24 heures sur 24, 7 jours sur 7 \u00e0 votre entreprise et r\u00e9duit les temps d\u2019attente pour les demandes simples, tout en reliez une partie de la charge des appels provenant de vos agents afin qu\u2019ils se concentrent sur les conversations critiques de la client\u00e8le.<\/p>\n<p>Vous pouvez \u00e9galement recharger le volume des appels en construisant des agents virtuels bas\u00e9s sur l\u2019intelligence virtuelle (IA) en utilisant les API disponibles, en utilisant le Chat et la messagerie \u00e9lectronique pour les demandes entrantes, ou en faisant appel de mani\u00e8re proactive aux clients utilisant des campagnes sortantes IVR.<\/p>\n<h2><span><br \/>\n  <strong>R\u00e9sum\u00e9<\/strong><br \/>\n<\/span><\/h2>\n<p>Votre centre de contact joue un r\u00f4le essentiel dans l\u2019aide \u00e0 assurer la continuit\u00e9 de l\u2019entreprise. Nous avons tous des exp\u00e9riences que nous n\u2019avons jamais pu pr\u00e9voir. Cisco est l\u00e0 pour vous aider. Notre priorit\u00e9 est d\u2019abord d\u2019aider nos clients, afin que vous pouvez prendre en charge vos propres clients et vos employ\u00e9s.<\/p>\n<p><span><br \/>\n  <strong>Vous ne vous demandez pas comment activer l\u2019utilisation de Webex sur un personnel distant ? <\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/www.raconteur.net\/sponsored\/how-to-enable-a-remote-workforce-using-webex\">Lisez ce rapport sp\u00e9cial sur les \u00ab\u00a0Entreprises connect\u00e9es\u00a0\u00bb dans Les Heures du Royaume-Uni avec Sri Srinivasan, Senior Vice President, et directeur g\u00e9n\u00e9ral de Cisco Collaboration et Q&#038;R sur les \u00ab\u00a0Conseils d\u2019experts sur le travail \u00e0 distance\u00a0\u00bb avec le vice-pr\u00e9sident et directeur g\u00e9n\u00e9ral de Webex Teams, LorrriniEz.\u00a0<\/a><\/p>\n<blockquote>\n<p>Pour apprendre comment configurer des agents \u00e0 distance, lisez notre Guide de d\u00e9ploiement de la solution de travail <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/contact-center\/unified-contact-center-express\/white-paper-c11-743571.html\">\u00e0 partir de la solution d\u2019accueil.<\/a><br \/>\nEn savoir plus sur notre syst\u00e8me d Cisco Webex bas\u00e9 sur le Cloud pour un d\u00e9ploiement <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">rapide de l\u2019agent Remote Agent<\/a>Center.<br \/>\nEn savoir plus <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/webex-board\/index.html\">sur Cisco Contact Center<\/a><\/p>\n<\/blockquote>\n<p><strong>En savoir plus Cisco annonce le d\u00e9ploiement rapide \u00ab Travailler \u00e0<\/strong>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">domicile \u00bb de Webex Contact Center<\/a>  <a href=\"https:\/\/blog.webex.com\/fr\/visioconferences\/cisco-webex-soutenir-les-clients-pendant-cette-periode-sans-precedent\/\">Cisco Webex : Support des clients pendant cette p\u00e9riode plus longue<\/a>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\">que le portefeuille Cisco Contact Center : R\u00e9volutionner l\u2019exp\u00e9rience des clients et des agents<\/a><\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Voici comment les clients d\u2019Unified Contact Center Enterprise et Unified Contact Center Express peuvent rapidement agrandir ou activer des \u00e9quipes suppl\u00e9mentaires du centre d\u2019appel priv\u00e9 pour rester productifs.<\/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":[4493],"class_list":["post-384401","post","type-post","status-publish","format-standard","hentry","category-collaboration-fr","category-experience-client","tag-cisco-unified-communications-manager"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Un message \u00e0 nos clients : Vos agents peuvent travailler \u00e0 domicile avec votre solution Cisco Contact Center | 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\" 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