{"id":386484,"date":"2020-01-21T05:45:26","date_gmt":"2020-01-21T13:45:26","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/cas-dutilisation-des-services-de-traduction-de-lintelligence-de-lequipe-cisco-dans-les-centres-de-contacts-cisco\/"},"modified":"2020-01-21T05:45:26","modified_gmt":"2020-01-21T13:45:26","slug":"cas-dutilisation-des-services-de-traduction-de-lintelligence-de-lequipe-cisco-dans-les-centres-de-contacts-cisco","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/cas-dutilisation-des-services-de-traduction-de-lintelligence-de-lequipe-cisco-dans-les-centres-de-contacts-cisco\/","title":{"rendered":"Cas d\u2019utilisation des services de traduction de l\u2019intelligence de ..."},"content":{"rendered":"<h2><strong><br \/>\n  <span>Intelligencenelle et services de traduction<\/span><br \/>\n<\/strong><\/h2>\n<p>Le monde inger ; ainsi, avec l\u2019entreprise qui s\u2019internationalisation de plus en plus, les obstacles linguistiques existants demandent de nouvelles solutions sur les march\u00e9s verticaux, en particulier lors du traitement d\u2019une entreprise vers un consommateur.<\/p>\n<p>L\u2019Europe, avec ses 24 langues officielles diff\u00e9rentes, constitue assur\u00e9ment un d\u00e9fi suppl\u00e9mentaire pour ces entreprises qui offrent des services dans tous les pays de l\u2019union, et rien ne veut dire plus de 200 langues au m\u00eame moment.<\/p>\n<p>La barri\u00e8re linguistique ajoute historiquement de la complexit\u00e9 aux entreprises internationales, et c\u2019est particuli\u00e8rement le cas lorsque nous consid\u00e9rons les Centres de contact et l\u2019exp\u00e9rience client de haute qualit\u00e9 dont ils ont besoin pour fournir des services professionnels \u00e0 la <strong><\/strong> client\u00e8le. Au niveau commercial, il existe de facto une langue internationale, l\u2019anglais. Si certains consommateurs sont impliqu\u00e9s, ce n\u2019est plus une option : les entreprises doivent traiter avec de nombreuses langues orales \u00e0 travers le pays.<\/p>\n<h2><strong><br \/>\n  <span>R\u00e9duire le trou du Centre d\u2019appels<\/span><br \/>\n<\/strong><\/h2>\n<p>Avec les nouvelles g\u00e9n\u00e9rations de nouveaux consommateurs qui parlent de leur langue anglaise lors de l\u2019appel d\u2019un centre de contact, le probl\u00e8me de traduction ne disparaitra pas de si t\u00f4t. Le probl\u00e8me devrait m\u00eame devenir un d\u00e9fi suppl\u00e9mentaire en raison de l\u2019augmentation du nombre de personnes. En 2017, 2,4 millions de personnes ont entr\u00e9 l\u2019UE \u00e0 partir des pays non-UE, et un total de 22,3 millions de personnes (4,4 %) sur les 512,4 millions de personnes qui r\u00e9sident dans l\u2019UE le 1er janvier 2018 \u00e9taient hors-UE* Alors que ces nouvelles technologies vont apprendre les<br \/>\n langues locales, elles ont besoin d\u2019acc\u00e9der aux services, en particulier les services publics, et ce n\u2019est pas un<br \/>\n d\u00e9fi,  en particulier pour les administrations publiques. Un centre de contact peut se permettre de faire appel \u00e0 des agents multilangues ou \u00e0 plus d\u2019agents. Cependant, il est plut\u00f4t clair que cette solution est loin d\u2019\u00eatre une solution optimale et que les co\u00fbts qui y sont associ\u00e9s ne sont pas n\u00e9gligeables.<\/p>\n<p>En plus de cela, il ne s\u2019agit pas de prise en charge de deux ou trois langues diff\u00e9rentes, mais d\u2019une multitude de fa\u00e7ons diff\u00e9rentes ; pour d\u00e9crire la complexit\u00e9 d\u2019un tel mod\u00e8le, consid\u00e9rez les d\u00e9fis que cela pose \u00e0 un service de centre de contact europ\u00e9en en termes de gestion et <strong><\/strong> d\u2019optimisations WorkForce <strong><\/strong>. Lorsque vous offrez \u00e0 un client une exp\u00e9rience satisfaite, ce n\u2019est plus uniquement une question du nombre d\u2019agents dont nous avons besoin chaque heure de la journ\u00e9e, de la semaine et de la semaine du mois, mais combien de langues il peut parler \u2014 un v\u00e9ritable cauchemar authentifi\u00e9.<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Work-Force-Management-and-Optimizations-and-Contact-Center.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-308875\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Work-Force-Management-and-Optimizations-and-Contact-Center-768x321.png\" alt=\"Cas d\u2019utilisation de l\u2019intelligence unique pour les services de traduction dans les Centres de contacts Cisco\" width=\"768\" height=\"321\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<h2><span><br \/>\n  <strong>Le besoin croissant d\u2019agents multilangues<\/strong><br \/>\n<\/span><\/h2>\n<p>Il se produit \u00e9galement assez souvent que les agents multilangues parlent bien en deux ou trois langues mais cela n\u2019est pas n\u00e9cessaire lors du \u00e9criture de celles-ci. Donc, le d\u00e9fi est encore plus important pour les<strong> Centres de contacts num\u00e9riques<\/strong>.<\/p>\n<p>Les avanc\u00e9es r\u00e9centes de la technologie vocale et de la compr\u00e9hension linguistique naturelle (NLU) peuvent transformer les d\u00e9fis <strong><\/strong> d\u2019aujourd\u2019hui en nouvelles opportunit\u00e9s. L\u2019intelligence optimale, int\u00e9gr\u00e9e aux Centres de contacts cognitives Cisco, pourrait offrir une excellente solution aux probl\u00e8mes commerciaux tels que ceux d\u00e9crits <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/webex-board\/index.html\"><\/a> ci-dessus. Par exemple, les centres de contact cognitive cisco num\u00e9riques peuvent tirer profit des capacit\u00e9s de Google AI DialogFlow pour fournir un service d\u2019assistance \u00e0 la traduction du Chat , qui peut litt\u00e9ralement supprimer la complexit\u00e9 linguistique et les co\u00fbts de l\u2019\u00e9quation \u00ab Optimisation de la force de travail <strong><\/strong> de Contact Center <em><\/em>. \u00bb Voyons comment dans l\u2019exemple <em>de concept suivant<\/em> :<\/p>\n<p><strong>Regardez la vid\u00e9o\u00a0:<\/strong><\/p>\n<p>https:\/\/youtu.be\/kSeaDUxIOSI Cette <\/p>\n<p> architecture est l\u2019architecture logique utilis\u00e9e dans la vid\u00e9o.<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cisco-Artificial-Intelligence-in-Call-Centers-Chat-Translation-Assistance.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-308880\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cisco-Artificial-Intelligence-in-Call-Centers-Chat-Translation-Assistance-768x373.png\" alt=\"Cas d\u2019utilisation de l\u2019intelligence unique pour les services de traduction dans les centres Cisco Contact\" width=\"768\" height=\"373\" \/><br \/>\n<\/a><\/p>\n<p>Un autre cas d\u2019utilisation que nous voudrons consid\u00e9rer en tant que preuve de concept est lorsque les centres de contact audio uniquement traditionnels se trouvent dans un pays \u00e9tranger, o\u00f9 le co\u00fbt du travail est <em><\/em> moins cher. Il y a des agents qui peuvent parler la langue requise m\u00eame s\u2019ils ne sont pas dans la langue anglaise. Par exemple, c\u2019est le cas pour les centres de contact avec parole Fran\u00e7ais\u2019Afrique du Nord, les centres de contact italien europ\u00e9ens et bien plus encore.<\/p>\n<p>Dans ce cas, les Centres de contacts cognitives Cisco con\u00e7us par Le service d\u2019aide \u00e0 la transcription audio et \u00e0 la traduction pouvaient offrir \u00e0 l\u2019agent une assistance destin\u00e9e \u00e0 traiter les<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/webex-board\/index.html\"> <\/a>  <em>   <strong><\/strong> <\/em> langues \u00e9trang\u00e8res de mani\u00e8re plus naturelle, plus rapide et plus productive. Voyons comment dans l\u2019exemple de concept suivant :<\/p>\n<p><strong>Regardez la vid\u00e9o\u00a0:<\/strong><\/p>\n<p>https:\/\/youtu.be\/lNKWEG5WSDM Cette <\/p>\n<p> architecture est l\u2019architecture logique utilis\u00e9e dans la vid\u00e9o.<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cisco-Contact-Center-Infrastructure.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-308885\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cisco-Contact-Center-Infrastructure-768x360.png\" alt=\" Intelligence Cisco Cisco Dans les centres de contacts : Assistance pour traduction de la transcription audio\" width=\"768\" height=\"360\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n<h2>Transformation de l\u2019exp\u00e9rience client avec Contact Center AI<\/h2>\n<p>L\u2019entreprise Contact Center va travers une s\u00e9rie de changements significatifs gr\u00e2ce aux innovations technologiques, \u00e0 l\u2019augmentation des socials et aux nouveaux mod\u00e8les de consommation qui sont \u00e9valu\u00e9s par la plupart des entreprises.<\/p>\n<p>D\u2019un point de vue technologique, il y a tr\u00e8s peu de doute sur l\u2019apparition de l\u2019intelligence d\u2019Urgence qui transforme les centres d\u2019appels traditionnels en centres d\u2019appels cognitives. Cette arriv\u00e9e transforme un co\u00fbt it en outil de strat\u00e9gie commerciale pour augmenter l\u2019exp\u00e9rience client, augmenter le niveau de service et la qualit\u00e9 des clients, augmenter la productivit\u00e9 des agents et m\u00eame d\u2019augmenter leur r\u00f4le traditionnel sur le nouveau : conseillers clients et CONSULTANTS.<br \/>\nCisco poss\u00e8de un portefeuille de solutions de contact sur site, hybrides et sur le Cloud. Cela couvre la migration en cours vers le Cloud et la demande d\u2019une architecture ouverte, homog\u00e8ne et multi flexible sur site, les solutions hybrides et sur le Cloud, permettant une transition sans probl\u00e8mes vers la vaste base de clients existants tout en permettant une innovation homog\u00e8ne ajoutant des canaux num\u00e9riques et des intelligences vari\u00e9es.<\/p>\n<blockquote><p>Rejoindre ma session \u00e0 Cisco Live :\u00a0https:\/\/www.ciscolive.com\/emea\/learn\/sessions\/content-catalog.html?search=%20PSOCOL-1317#\/ <\/p>\n<p> #CLEUR<\/p><\/blockquote>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cisco-Live-Barcelona-.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-308886\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cisco-Live-Barcelona-.png\" alt=\"Cisco Live Dans la soci\u00e9t\u00e9 Cisco Live\" width=\"433\" height=\"227\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<hr \/>\n<p><strong>En savoir<\/strong>  plus sur la vid\u00e9o sur YouTube : <a href=\"https:\/\/www.youtube.com\/watch?v=qS8qrt2YKeA\">Intelligence Cisco Cisco Dans les centres de contacts : Vid\u00e9o d\u2019assistance<\/a>  pour la messagerie instantan\u00e9e sur SalesConnect : <a href=\"https:\/\/salesconnect.cisco.com\/#\/content-detail\/e8510d8b-4f2e-4e2e-bce9-c763819c3d4e\">Intelligence Cisco Cisco Dans les centres de contacts : Vid\u00e9o d\u2019assistance<\/a>  \u00e0 la messagerie instantan\u00e9e sur YouTube : <a href=\"https:\/\/youtu.be\/lNKWEG5WSDM\">Blogs de traduction de la transcription vocale des Centres de<\/a>  contacts cognitives (Cognitive Contact Centers) Cisco : <a href=\"https:\/\/blogs.cisco.com\/collaboration\/innovative-call-centers-with-conversation-ivr-powered-by-artificial-intelligence\">Intelligence Cisco Cisco Dans les centres de contacts : Conversation IVR<\/a>  *Source<\/p>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019IA transforme les centres d\u2019appels traditionnels en centres d\u2019appels cognitives en transforme les d\u00e9fis multilangues d\u2019aujourd\u2019hui et en rendant la traduction entre les langues un cl\u00e9. <\/p>\n","protected":false},"author":5447,"featured_media":386485,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5253,1563],"tags":[7977,4278,4730],"class_list":["post-386484","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-collaboration-fr","category-experience-client","tag-call-center-management-fr","tag-contact-center-as-a-service","tag-intelligence-artificielle"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cas d\u2019utilisation des services 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