{"id":392466,"date":"2022-03-21T19:17:29","date_gmt":"2022-03-22T02:17:29","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/le-centre-de-contact-cloud-et-lavenir-de-lexperience-client\/"},"modified":"2022-03-21T19:17:29","modified_gmt":"2022-03-22T02:17:29","slug":"le-centre-de-contact-cloud-et-lavenir-de-lexperience-client","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/le-centre-de-contact-cloud-et-lavenir-de-lexperience-client\/","title":{"rendered":"Le centre de contact cloud et l\u2019avenir de l\u2019exp\u00e9rience client"},"content":{"rendered":"<h2><strong>Les attentes croissantes des clients<\/strong><\/h2>\n<p>Apr\u00e8s le d\u00e9clenchement d\u2019une acc\u00e9l\u00e9ration consid\u00e9rable et inattendue de la transformation num\u00e9rique par la pand\u00e9mie, les r\u00e9flexions et les attentes concernant tous les aspects de l\u2019entreprise ont commenc\u00e9 \u00e0 \u00e9voluer. Dans l\u2019univers du service client, les agents comme les clients ont \u00e9t\u00e9 amen\u00e9s \u00e0 penser et \u00e0 agir diff\u00e9remment.<\/p>\n<p>Les clients ont commenc\u00e9 \u00e0 nourrir des attentes plus exigeantes au sujet de leurs interactions avec les entreprises. Dans ce contexte, les grandes organisations se doivent de pouvoir acc\u00e9der instantan\u00e9ment aux donn\u00e9es de compte, \u00e0 l\u2019historique des interactions, \u00e0 l\u2019historique du parcours client et \u00e0 d\u2019autres informations pertinentes relatives aux demandes et pr\u00e9occupations de leurs clients.<\/p>\n<p>Alors que les attentes des clients augmentent, les entreprises doivent s\u2019adapter rapidement afin d\u2019y r\u00e9pondre et de les d\u00e9passer. S\u2019en tenir \u00e0 un mod\u00e8le de service client obsol\u00e8te ne fera que provoquer le m\u00e9contentement des clients et les inciter \u00e0 se d\u00e9tourner rapidement d\u2019une marque. En fait, 61\u00a0% des participants \u00e0 une <a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">enqu\u00eate Zendesk sur l\u2019attitude des consommateurs<\/a><sup>1<\/sup> ont d\u00e9clar\u00e9 qu\u2019ils seraient pr\u00eats \u00e0 se tourner vers la concurrence apr\u00e8s une seule exp\u00e9rience de service client d\u00e9cevante avec une entreprise.<\/p>\n<p>Par ailleurs, Forrester indique dans son <u><br \/>\n  <a href=\"https:\/\/www.forrester.com\/predictions\/#guide\" target=\"_blank\" rel=\"noopener\">guide Predictions 2022<\/a><br \/>\n<\/u><sup>2<\/sup> que\u00a0:<\/p>\n<blockquote><p>\u00ab\u00a0Pr\u00e8s de 80\u00a0% des consommateurs anticipent que l\u2019avenir sera enti\u00e8rement num\u00e9rique, sans aucune barri\u00e8re.\u00a0\u00bb Pour cette raison, Forrester estime que \u00ab\u00a0les consommateurs ont des attentes plus \u00e9lev\u00e9es concernant l\u2019efficacit\u00e9 des exp\u00e9riences num\u00e9riques\u00a0\u00bb et que \u00ab\u00a0les consommateurs attendent \u00e9galement des entreprises qu\u2019elles mettent les bouch\u00e9es doubles pour cr\u00e9er une exp\u00e9rience client num\u00e9rique efficace et durable\u00a0\u00bb.<\/p><\/blockquote>\n<p>\u00c0 l\u2019avenir, toutes les entreprises doivent avoir pour objectif de nouer des relations clients p\u00e9rennes avec un excellent niveau de service. L\u2019exp\u00e9rience client est en train d\u2019\u00e9voluer irr\u00e9m\u00e9diablement, et son avenir sera sans aucun doute plus gratifiant pour toutes les personnes concern\u00e9es. D\u00e9couvrez pourquoi Webex est pr\u00eat non seulement \u00e0 r\u00e9pondre aux attentes croissantes des clients, mais aussi \u00e0 les d\u00e9passer\u00a0:<\/p>\n<p><iframe loading=\"lazy\" title=\"Your customers deserve great experiences  |  Webex for Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/6sGfzFBPuUU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h2><strong>Solutions de centres de contact dans le cloud<\/strong><\/h2>\n<p>Parmi les outils qui vont favoriser l\u2019exp\u00e9rience client optimis\u00e9e de demain figurent les solutions de centres de contact cloud, telles que <a href=\"https:\/\/www.webex.com\/contact-center.html\" target=\"_blank\" rel=\"noopener\">Webex Contact Center<\/a> (\u00e9galement nomm\u00e9es CCaaS \u2013 centre de contact cloud en tant que service). Un <a href=\"https:\/\/www.webex.com\/cloud-contact-center.html\">centre de contact cloud<\/a> est une version connect\u00e9e au cloud (et beaucoup plus performante) d\u2019un centre de contact classique.<\/p>\n<p>Il permet aux clients d\u2019interagir avec les organisations via tous les canaux de communication\u00a0: t\u00e9l\u00e9phone, chat, SMS, e-mails et r\u00e9seaux sociaux. <a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk a \u00e9tabli<\/a> que 93\u00a0% des consommateurs d\u00e9penseront davantage aupr\u00e8s des entreprises qui leur permettront de contacter le service client via leur m\u00e9thode favorite<sup>3<\/sup>.<\/p>\n<p>En plus de procurer davantage de possibilit\u00e9s aux clients, les centres de contact cloud offrent aussi aux agents de service client la flexibilit\u00e9 n\u00e9cessaire pour travailler de n\u2019importe o\u00f9, ainsi que les outils requis pour optimiser l\u2019exp\u00e9rience des clients gr\u00e2ce \u00e0 des interactions efficaces et satisfaisantes.<\/p>\n<p>Cela peut para\u00eetre trop beau pour \u00eatre vrai, mais un centre de contact cloud peut favoriser un meilleur service au client, am\u00e9liorer les fonctionnement de l\u2019entreprise et le ressenti des employ\u00e9s, et m\u00eame <a href=\"https:\/\/www.webex.com\/gp\/forrester-tei-contact-center.html\" target=\"_blank\" rel=\"noopener\">g\u00e9n\u00e9rer un retour sur investissement cons\u00e9quent<\/a>.<\/p>\n<h2><strong>Les autres pi\u00e8ces du puzzle de l\u2019exp\u00e9rience client<\/strong><\/h2>\n<p>Outre les centres de contact cloud, de nombreux autres outils et capacit\u00e9s peuvent engendrer un parcours client plus fluide et plus connect\u00e9.<\/p>\n<p>La plupart de ces outils int\u00e8grent des technologies d\u2019IA pour simplifier l\u2019assistance aux clients et faciliter la t\u00e2che des agents de service client.<\/p>\n<p>D\u00e9j\u00e0 d\u00e9ploy\u00e9s par de nombreuses entreprises, les chatbots peuvent par exemple prendre en charge un important volume de requ\u00eate simples, de fa\u00e7on totalement autonome. Les solutions qui fournissent aux clients des options libre-service ont d\u00e9j\u00e0 montr\u00e9 qu\u2019elles \u00e9taient tr\u00e8s appr\u00e9ci\u00e9es.<\/p>\n<p>L\u2019IA apporte \u00e9galement aux agents une assistance en direct en assurant la transcription des appels, en fournissant des donn\u00e9es exploitables et en sugg\u00e9rant des d\u00e9marches suivantes. Si l\u2019on y ajoute la collaboration en temps r\u00e9el, qui permet aux repr\u00e9sentants d\u2019\u00e9changer rapidement des informations avec d\u2019autres experts dans toute l\u2019organisation, le champ des capacit\u00e9s offertes aux agents s\u2019\u00e9tend consid\u00e9rablement, les transformant en \u00ab\u00a0super agents\u00a0\u00bb.<\/p>\n<p>Si une entreprise souhaite v\u00e9ritablement personnaliser le parcours client et lui donner une nouvelle dimension, en tirant parti de toutes les possibilit\u00e9s que le cloud peut apporter, une solution CPaaS (Communications Platform as a Service) telle que <a href=\"https:\/\/www.webex.com\/products\/cpaas.html\" target=\"_blank\" rel=\"noopener\">Webex Connect<\/a> peut g\u00e9n\u00e9rer les r\u00e9sultats escompt\u00e9s.<\/p>\n<p>Une solution CPaaS fournit des composantes de base sous la forme d\u2019outils pr\u00eats \u00e0 l\u2019emploi et n\u00e9cessitant d\u2019\u00e9crire un minimum de code. Les d\u00e9veloppeurs et les \u00e9quipes\u00a0IT peuvent ainsi impl\u00e9menter des capacit\u00e9s vocales, de messagerie et d\u2019autres fonctionnalit\u00e9s de communication dans des applications existantes.<\/p>\n<p>Avec une solution CPaaS, une entreprise peut totalement contr\u00f4ler son exp\u00e9rience client en donnant \u00e0 ses d\u00e9veloppeurs la possibilit\u00e9 de configurer, tester et d\u00e9ployer des parcours de mani\u00e8re rapide et simple. Les d\u00e9veloppeurs peuvent utiliser la technologie CPaaS, associ\u00e9e \u00e0 des donn\u00e9es tir\u00e9es d\u2019analyses et de tendances appropri\u00e9es, afin de cr\u00e9er des exp\u00e9riences parfaitement fluides et satisfaisantes pour les clients, sur tous les canaux de communication disponibles.<\/p>\n<p>De plus, comme les solutions de centres de contact cloud, les plateformes CPaaS peuvent contribuer \u00e0 un retour sur investissement significatif en r\u00e9duisant la complexit\u00e9 et les co\u00fbts op\u00e9rationnels. D\u00e9couvrez les solutions d\u2019exp\u00e9rience client de bout en bout propos\u00e9es par Webex pour ravir les clients et transformer les agents en superh\u00e9ros\u00a0:<\/p>\n<p><iframe loading=\"lazy\" title=\"Every customer journey should end with a solution  |  Webex Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/jt3kktWGe4c?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h2><strong>L\u2019avenir de l\u2019exp\u00e9rience client<\/strong><\/h2>\n<p>Lorsque leur \u00e9quipe dirigeante donne la priorit\u00e9 \u00e0 l\u2019exp\u00e9rience client et r\u00e9alise les investissements ad\u00e9quats, les entreprises sont en mesure d\u2019offrir des interactions d\u2019exp\u00e9rience client qui ont pour effet de renforcer les liens avec les clients.<\/p>\n<p>Compos\u00e9e et g\u00e9r\u00e9e de mani\u00e8re ad\u00e9quate, une bonne \u00e9quipe d\u2019exp\u00e9rience client constitue un atout tr\u00e8s important, qui apportera directement de la valeur ajout\u00e9e \u00e0 une marque. En fait, <a href=\"https:\/\/www.consulting.us\/news\/3444\/executives-say-customer-experience-top-priority-to-spur-growth-in-2020\" target=\"_blank\" rel=\"noopener\">selon North Highland<\/a><sup>4<\/sup>, 87\u00a0% des dirigeants d\u2019entreprise estiment que l\u2019exp\u00e9rience client repr\u00e9sente leur principal vecteur de croissance. Mais seulement un tiers estiment que leur entreprise est correctement pr\u00e9par\u00e9e dans ce domaine.<\/p>\n<p>Ce manque de pr\u00e9paration met en \u00e9vidence les raisons pour lesquelles il est absolument essentiel qu\u2019une entreprise \u00e9tablisse un partenariat avec un fournisseur capable de d\u00e9livrer les produits, les services et l\u2019assistance n\u00e9cessaires pour cr\u00e9er une p\u00e9renniser une exp\u00e9rience client qui d\u00e9passera les attentes des consommateurs.<\/p>\n<p>Webex a pour vision un avenir dans lequel les clients ne redouteront plus de devoir interagir avec un service client. Ces clients aspireront \u00e0 contacter une entreprise afin que leurs probl\u00e8mes soit r\u00e9solus rapidement et sans difficult\u00e9. Ce concept peut para\u00eetre irr\u00e9aliste pour ceux qui ont \u00e0 maintes reprises fait l\u2019exp\u00e9rience d\u2019un service client m\u00e9diocre, mais il peut devenir r\u00e9alit\u00e9 d\u00e8s maintenant et \u00e0 long terme.<\/p>\n<p>Dans ce monde de demain, les clients n\u2019auront plus \u00e0 confirmer leur identit\u00e9 encore et encore lors de chaque appel. Ils ne seront pas oblig\u00e9s de d\u00e9crire \u00e0 nouveau leurs probl\u00e8mes ou pr\u00e9occupations \u00e0 chaque interlocuteur. (Selon l\u2019<a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">enqu\u00eate Zendesk sur l\u2019attitude des consommateurs<\/a>, l\u2019\u00e9limination de ces proc\u00e9dures r\u00e9p\u00e9titives inciterait \u00e0 elle seule 92\u00a0% des clients \u00e0 d\u00e9penser davantage aupr\u00e8s d\u2019une entreprise.)<sup>5<\/sup> Ils pourraient m\u00eame ne plus avoir besoin d\u2019indiquer pourquoi ils appellent. Cet avenir correspond \u00e0 la promesse offerte par des capacit\u00e9s d\u2019exp\u00e9rience client interconnect\u00e9es, h\u00e9berg\u00e9es dans le cloud et bas\u00e9es sur l\u2019IA.<\/p>\n<p>Une exp\u00e9rience client optimis\u00e9e ne sera pas seulement profitable aux clients. Avec l\u2019aide d\u2019outils d\u2019IA, de la collaboration en temps r\u00e9el et de l\u2019acc\u00e8s instantan\u00e9 aux donn\u00e9es sur le compte et le parcours des clients, les agents de service client gagneront en productivit\u00e9 et leurs journ\u00e9es de travail seront plus gratifiantes.<\/p>\n<p>La finalit\u00e9 des solutions d\u2019exp\u00e9rience client Webex sera toujours de favoriser des exp\u00e9riences client remarquables. Webex a pour objectif de faire en sorte que les interactions soient parfaitement simples pour les clients, de bout en bout et sur tous les canaux de communication.<\/p>\n<blockquote>\n<h4><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\" target=\"_blank\" rel=\"noopener\">D\u00e9couvrez plus en d\u00e9tail comment Webex peut aider votre entreprise \u00e0 offrir des exp\u00e9riences client remarquables<\/a><\/h4>\n<\/blockquote>\n<p><strong>Vous pr\u00e9voyez d\u2019assister \u00e0 la conf\u00e9rence Enterprise Connect\u00a02022\u00a0? <\/strong>Rejoignez-nous \u00e0 l\u2019occasion de notre session intitul\u00e9e <a href=\"https:\/\/schedule.enterpriseconnect.com\/session\/ec-theater-2022-session-intelligently-deliver-proactive-hyper-personalized-customer-connections\/887507\" target=\"_blank\" rel=\"noopener\">Proposer intelligemment des relations client proactives et hyper-personnalis\u00e9es<\/a>, le mardi 22\u00a0mars \u00e0 14\u00a0h\u00a030.<\/p>\n<p><strong>En savoir plus<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/resoudre-le-trilemme-de-lexperience-client\/\">R\u00e9soudre le trilemme de l\u2019exp\u00e9rience client<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/fr\/experience-client\/repenser-la-technologie-dzes-centres-de-contact-dans-le-monde-de-lassurance-voyage\/\">Repenser la technologie des centres de contact dans le monde de l\u2019assurance voyage\u00a0<\/a><\/p>\n<p><a href=\"https:\/\/www.webex.com\/content\/dam\/wbx\/us\/documents\/pdf\/all_new_webex_contact_center_brochure.pdf\">Int\u00e9grer la puissance des donn\u00e9es dans les centres de contact pour cr\u00e9er des \u00ab\u00a0super agents\u00a0\u00bb<\/a><\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/about\/corporate-strategy-office\/acquisitions\/imimobile.html\">L\u2019innovation pour les centres de contact \u00e0 l\u2019\u00e8re du client<\/a><\/p>\n<p><strong>R\u00e9f\u00e9rences<\/strong><\/p>\n<p><sup>1 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk, rapport Tendances de l\u2019exp\u00e9rience client\u00a02022<\/a><\/p>\n<p><sup>2 <\/sup><a href=\"https:\/\/www.forrester.com\/predictions\/#guide\">Forrester, guide Predictions 2022<\/a><\/p>\n<p><sup>3 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk, Tendances de l\u2019exp\u00e9rience client\u00a02022<\/a><\/p>\n<p><sup>4<\/sup> <a href=\"https:\/\/www.consulting.us\/news\/3444\/executives-say-customer-experience-top-priority-to-spur-growth-in-2020\">North Highland, \u00ab\u00a0Executives say customer experience top priority to spur growth in 2020<\/a>\u00a0\u00bb (Les dirigeants consid\u00e8rent l\u2019exp\u00e9rience client comme la priorit\u00e9 n\u00b0\u00a01 pour stimuler la croissance en 2020)<\/p>\n<p><sup>5 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk, rapport Tendances de l\u2019exp\u00e9rience client\u00a02022<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les attentes croissantes des clients Apr\u00e8s le d\u00e9clenchement d\u2019une acc\u00e9l\u00e9ration consid\u00e9rable et inattendue de la transformation num\u00e9rique par la pand\u00e9mie, [&hellip;]<\/p>\n","protected":false},"author":5578,"featured_media":407594,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1563],"tags":[15099],"class_list":["post-392466","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience-client","tag-customer-journey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Le centre de contact cloud et 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