{"id":386060,"date":"2019-06-11T09:48:08","date_gmt":"2019-06-11T16:48:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/mise-en-realite-du-centre-de-contact-cognitive\/"},"modified":"2019-06-11T09:48:08","modified_gmt":"2019-06-11T16:48:08","slug":"mise-en-realite-du-centre-de-contact-cognitive","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/mise-en-realite-du-centre-de-contact-cognitive\/","title":{"rendered":"Mise en r\u00e9alit\u00e9 du Centre de contact cognitive"},"content":{"rendered":"<p><strong>Intelligence avanc\u00e9e, analytique sur le Cloud et collaboration Cr\u00e9ez des exp\u00e9riences cognitives dans le Centre de contact Chaque interaction entre les agents de vos centres de contact et vos clients refl\u00e8te votre marque<\/strong>   <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/index.html\">\u2013<\/a> positive, n\u00e9gative, ou \u00e9conomique. Selon une \u00e9tude par PwC, une seule exp\u00e9rience aux U.S.A. fera partir 32 % de vos clients, m\u00eame s\u2019ils aiment votre marque. Ce chiffre augmente de 49 % en Am\u00e9rique latine.<\/p>\n<p>Nous souhaitons tous que nos clients aiment notre marque. Alors comment \u00e9viter ces mauvaises exp\u00e9riences ? Comment \u00e9tablir des relations avec la client\u00e8le, puis les d\u00e9velopper et les entretenir pour am\u00e9liorer la situation suivante : une exp\u00e9rience plus proactive, r\u00e9fl\u00e9chie, intelligente et authentique.<\/p>\n<p>Notre r\u00e9ponse est en cr\u00e9ant des exp\u00e9riences cognitives pour les clients et les agents. Cette semaine, \u00e0 Cisco Live , mon \u00e9quipe et moi-m\u00eame passerons du temps avec nos clients et partenaires pour d\u00e9montrer nos solutions, discuter de notre vision et partager nos id\u00e9es sur ce que signifie un centre de contact cognitive et <a href=\"https:\/\/www.ciscolive.com\/us\/attend\/about.html#what-is\"><\/a> <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cognitive-contact-center\"><\/a>collaborative.<\/p>\n<h2>La rendre cognitive<\/h2>\n<p>C\u2019est ce qui nous permet de fonctionner comme des \u00eatres humains. Gr\u00e2ce \u00e0 cette d\u00e9cision, nous pouvons mieux nous comprendre les uns les autres avec toutes les complexit\u00e9s de communication, \u00e9valuer et porter des jugements, raison de l\u2019ins\u00e9valuit\u00e9 et de l\u2019ins\u00e9valuit\u00e9 de nos probl\u00e8mes. Notre vision chez Cisco est de changer les exp\u00e9riences des clients et des agents au monde \u2013 et d\u2019apporter une nouvelle exp\u00e9rience \u00e0 ces exp\u00e9riences est l\u2019une des meilleures fa\u00e7ons pour vous aider <a href=\"https:\/\/blogs.cisco.com\/collaboration\/contact-centers-customer-experiences\"><\/a> \u00e0 le faire.<\/p>\n<h2>Donner plus de moyens \u00e0 vos agents<\/h2>\n<p>Il y a trois semaines, j\u2019ai partag\u00e9 mon affichage sur les r\u00f4les autour du r\u00f4le de <a href=\"https:\/\/blogs.cisco.com\/collaboration\/demystifying-artificial-intelligences-role-in-contact-centers\">l\u2019intelligence humaine dans le centre de contact<\/a>. Au sujet de l\u2019IA, il s\u2019agit de remplacer ou de supprimer des emplois. L\u2019IA aura probablement un plus grand r\u00f4le pour augmenter, par rapport au remplacement de l\u2019assistance de l\u2019agent en direct.<\/p>\n<p>Vos agents sont la premi\u00e8re ligne de votre entreprise et leurs interactions quotidiennes avec vos clients sont essentielles pour construire des relations significatives et solides \u00e0 long terme. Comme pour tout contact, vos agents doivent d\u00e9montrer de l\u2019int\u00e9r\u00eat, de la compr\u00e9hension et de l\u2019int\u00e9r\u00eat chaque fois qu\u2019ils interagissent avec les clients. Ils sont sous pression pour transformer \u00e9ventuellement de mauvaises exp\u00e9riences client en excellentes exp\u00e9riences. Il est donc logique d\u2019investir dans vos agents. Les entreprises d\u00e9pensent 1 dollars dollars par an pour comprendre et mettre en forme le parcours de leurs clients. Cependant, ce qui est \u00e9tonnant, c\u2019est que les entreprises d\u00e9pensent 1000 fois moins pour comprendre leurs employ\u00e9s. Permettre \u00e0 l\u2019intelligence de travailler main dans la main avec vos agents est la meilleure combinaison pour les aider \u00e0 r\u00e9ussir.<\/p>\n<p>Voyons maintenant une assurance m\u00e9dical. Les clients interagissent principalement via le portail Web de l\u2019entreprise. Lorsque le client engage via la messagerie instantan\u00e9e, l\u2019interaction du Chat est trait\u00e9e par un robot qui est utilis\u00e9 pour fournir en libre-service et qualifier la demande. Lorsque le robot reconnait un mot ou une phrase indiquant le besoin d\u2019un agent humain, le robot fait escalader le Chat \u00e0 une \u00e9quipe d\u2019agents dans un espace de travail de collaboration d\u2019\u00e9quipe. Le premier agent \u00e0 r\u00e9pondre \u00ab oui \u00bb est connect\u00e9 au Chat du client par le robot. Les agents n\u2019ont aucune exp\u00e9rience m\u00e9dical ; ce ne sont pas des m\u00e9decins. Mais ils ont assez de formation et de comp\u00e9tences pour r\u00e9pondre aux questions de premi\u00e8re ligne. Pendant le chat, l\u2019IA \u00e9coute et affiche automatiquement les articles pertinents de l\u2019agent et d\u2019autres informations pertinentes telles que les d\u00e9finitions du terme m\u00e9dical en temps r\u00e9el. Toutefois, pendant le chat, l\u2019agent a besoin de l\u2019avis d\u2019un professionnel de la sant\u00e9. Sans quitter leur exp\u00e9rience d\u2019agent, l\u2019agent peut facilement trouver et joindre un professionnel form\u00e9 et collaborer sur la demande du client, tout en chatant avec le client. L\u2019agent est capable de r\u00e9pondre \u00e0 la question du client sur le premier contact, et le client quitte la satisfaction de son exp\u00e9rience.<\/p>\n<p>Voici un exemple parfait d\u2019augmentation d\u2019agent \u2013 et non de remplacement. L\u2019intelligence de fond travaille main dans la main pour augmenter la capacit\u00e9 de l\u2019agent \u00e0 servir bien son client. Le robot a charg\u00e9 la t\u00e2che simple initiale de l\u2019agent. Puis l\u2019agent a re\u00e7u une assistance iA et une assistance humaine pour terminer l\u2019engagement avec le client.<\/p>\n<p>Cette puissante combinaison d\u2019IA, API, analyses de donn\u00e9es, centre de contact et technologie de collaboration est la valeur unique que Cisco apporte \u00e0 nos clients.<\/p>\n<h2>Un portefeuille convaincant<\/h2>\n<p>Encore une chose. Nous sommes ravis d\u2019annoncer que nous allons rejoindre la famille Webex reconnue dans le secteur en renommant notre solution de Plateforme de parcours client bas\u00e9e sur le Cloud <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/customer-collaboration\/customer-journey-platform\/index.html\">en Webex Contact<\/a>Center. Webex est notre marque de collaboration sur le Cloud d\u2019origine connue pour sa fiabilit\u00e9, son \u00e9volutivit\u00e9, sa s\u00e9curit\u00e9 et son innovation \u2013 exactement les caract\u00e9ristiques de notre solution Webex Contact Center. Ce portefeuille unique fournit \u00e0 nos clients une suite compl\u00e8te de collaboration unifi\u00e9e avec les appels, la messagerie, les r\u00e9unions, la collaboration d\u2019\u00e9quipe, les p\u00e9riph\u00e9riques et maintenant contact center.<\/p>\n<p>Pour en savoir plus sur la collaboration cognitive et le Centre de contact, veuillez visiter notre zone Webexperience pour voir nos solutions en action et entrer dans le racycle pour win <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/solutions\/collaboration\/index.html\"><\/a> un <a href=\"https:\/\/www.ciscolive.com\/us\/learn\/technology-tracks\/collaboration.html\">motoCycle-Davison pendant que vous \u00eates<\/a> l\u00e0.<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p> L\u2019intelligence analytique avanc\u00e9e, l\u2019analyse sur le cloud et la collaboration cr\u00e9ent des exp\u00e9riences cognitives dans le centre de contact 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