{"id":401539,"date":"2022-10-21T11:57:31","date_gmt":"2022-10-21T18:57:31","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/first-horizon-dynamise-son-evolution-grace-a-webex-contact-center\/"},"modified":"2022-10-21T11:57:31","modified_gmt":"2022-10-21T18:57:31","slug":"first-horizon-dynamise-son-evolution-grace-a-webex-contact-center","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/experience-client\/first-horizon-dynamise-son-evolution-grace-a-webex-contact-center\/","title":{"rendered":"First\u00a0Horizon dynamise son \u00e9volution gr\u00e2ce \u00e0 Webex Contact Center"},"content":{"rendered":"

12\u00a0\u00e9tats, 750\u00a0agents, 5\u00a0500\u00a0collaborateurs au total, environ 20\u00a0000\u00a0terminaux et plus de 1,1\u00a0million de clients. Face \u00e0 de tels chiffres, First\u00a0Horizon\u00a0Bank sait qu’il est important de rester au go\u00fbt du jour.<\/p>\n

Qu’il s’agisse des comptes courants, des pr\u00eats, des cartes bancaires ou de la banque mobile, First\u00a0Horizon r\u00e9pond \u00e0 tous les besoins financiers personnels d’un client. En tant qu’\u00e9tablissement financier leader dans le Sud-Est des \u00c9tats-Unis, cette banque vise \u00e0 proposer une exp\u00e9rience bancaire innovante, pratique et utile.<\/p>\n

Franchir le pas en adoptant un centre de contact bas\u00e9 dans le cloud<\/h2>\n

Pour offrir une assistance et une qualit\u00e9 de service d’excellence, First\u00a0Horizon peut compter sur son centre de contact. Ce centre de contact est primordial pour ses op\u00e9rations bancaires, c’est pourquoi First\u00a0Horizon a investi intelligemment dans des am\u00e9liorations cr\u00e9atives de l’exp\u00e9rience client.<\/p>\n

La banque tire d\u00e9j\u00e0 parti d’un syst\u00e8me de Serveur Vocal Interactif (IVR). Cet outil a permis \u00e0 First\u00a0Horizon d’offrir \u00e0 ses clients une option d’assistance en libre-service sans qu’ils aient \u00e0 attendre l’aide d’un agent du centre de contact. Cependant, plus le temps passait, plus la solution en libre-service de la banque devenait obsol\u00e8te, selon Jason\u00a0O’Dell, vice-pr\u00e9sident du service voix. Selon lui, les centres de contact et les syst\u00e8mes\u00a0IVR sont habituellement des produits \u00ab\u00a0\u00e0 configurer une fois pour toutes et \u00e0 oublier\u00a0\u00bb pour de nombreuses entreprises.<\/p>\n

\u00ab\u00a0Une telle approche n’a plus lieu d’\u00eatre dans le monde d’aujourd’hui\u00a0\u00bb, explique Jason\u00a0O’Dell. \u00ab\u00a0Les attentes et les besoins des clients \u00e9voluent, car ils veulent \u00ab\u00a0tout, tout de suite\u00a0\u00bb.\u00a0\u00bb<\/p>\n

Jason\u00a0O’Dell s’est donc lanc\u00e9 \u00e0 la recherche d’une solution capable d’\u00e9voluer au m\u00eame rythme que ses clients. First\u00a0Horizon s’est d’abord int\u00e9ress\u00e9 uniquement aux solutions on-premise. Mais deux\u00a0ans plus tard, aucune technologie appropri\u00e9e n’avait encore \u00e9t\u00e9 trouv\u00e9e. Apr\u00e8s l’acquisition de 30\u00a0succursales en\u00a02020 et une fusion avec IberiaBank qui se dessinait \u00e0 l’horizon, Jason\u00a0O’Dell savait qu’un changement \u00e9tait indispensable sans tarder.<\/p>\n

\u00ab\u00a0La maintenance et la gestion de notre syst\u00e8me \u00e9taient tr\u00e8s complexes, sans parler de l’ajout des utilisateurs\u00a0\u00bb, explique-t-il. \u00ab\u00a0Nous savions qu’il nous fallait une solution capable d’int\u00e9grer des utilisateurs, de les former et de leur accorder une licence d’utilisation du produit plus rapidement.\u00a0\u00bb<\/p>\n

Heureusement, First\u00a0Horizon \u00e9tait d\u00e9j\u00e0 \u00e9quip\u00e9 de Cisco Call Manager. Apr\u00e8s avoir \u00e9tudi\u00e9 les diff\u00e9rentes options \u00e0 sa disposition, la banque a choisi de se reposer sur sa relation existante avec Cisco et d’adopter la solution cloud Webex Contact Center<\/a>. Apr\u00e8s plusieurs ann\u00e9es de recherche, Jason\u00a0O’Dell et son \u00e9quipe avaient enfin trouv\u00e9 la plateforme id\u00e9ale.<\/p>\n

Une impl\u00e9mentation rapide et simple<\/h2>\n

First\u00a0Horizon a officiellement adopt\u00e9 Webex Contact Center en mars\u00a02021. Dans le cloud, Jason\u00a0O’Dell a pu rationaliser l’int\u00e9gration au lieu de configurer chaque utilisateur individuellement, un atout de taille lors de la fusion avec Iberia.<\/p>\n

\u00ab\u00a0Nous avons int\u00e9gr\u00e9 1\u00a0500\u00a0agents en 5 \u00e0 10\u00a0minutes seulement gr\u00e2ce \u00e0 la possibilit\u00e9 d’importer, de cr\u00e9er et de former les utilisateurs de mani\u00e8re appropri\u00e9e\u00a0\u00bb, d\u00e9clare-t-il. \u00ab\u00a0Apr\u00e8s une vid\u00e9o de formation de 15\u00a0minutes, ces utilisateurs \u00e9taient op\u00e9rationnels et disposaient des connaissances n\u00e9cessaires pour r\u00e9pondre aux questions des clients lors des fusions et acquisitions. Nos nouveaux clients n’avaient donc pas \u00e0 attendre trop longtemps.\u00a0\u00bb<\/p>\n

Selon Jason\u00a0O’Dell, c’est le principal atout qui a fait pencher la balance en faveur de Webex Contact Center. Quel que soit le produit choisi, vous voulez forc\u00e9ment int\u00e9grer tout le monde sur la plateforme aussi vite que possible pour pouvoir configurer et ajouter de nouvelles fonctionnalit\u00e9s. Webex lui a permis de mettre en \u0153uvre la solution progressivement, sans avoir \u00e0 tout effectuer d’un seul coup. Il a par exemple ajout\u00e9 diff\u00e9rentes fonctionnalit\u00e9s sans sacrifier l’exp\u00e9rience des clients.<\/p>\n

En fait, First\u00a0Horizon a am\u00e9lior\u00e9 son taux de recours au libre-service gr\u00e2ce \u00e0 Webex et a donc invers\u00e9 la tendance \u00e0 la baisse constante des derni\u00e8res ann\u00e9es.<\/p>\n

\u00ab\u00a0Nous observons un taux de recours au libre-service moyen mensuel de 87\u00a0%, ce qui signifie qu’un plus grand nombre de clients ne fait pas appel \u00e0 un agent pour trouver ce qu’il leur faut\u00a0\u00bb, d\u00e9clare Jason\u00a0O’Dell. En d’autres termes, First\u00a0Horizon aide ses clients \u00e0 r\u00e9soudre leurs probl\u00e8mes sans l’aide d’un agent en direct.<\/p>\n

Ainsi, les agents peuvent consacrer plus de temps aux probl\u00e8mes plus complexes que les clients ne peuvent pas r\u00e9gler par t\u00e9l\u00e9phone ni en libre-service, et ainsi am\u00e9liorer l’exp\u00e9rience de ces derniers.<\/p>\n

Simplifier la collaboration dans une entreprise en plein essor<\/h2>\n

Aujourd’hui, First\u00a0Horizon est \u00ab\u00a0enti\u00e8rement \u00e9quip\u00e9 de produits Webex\u00a0\u00bb, selon Jason\u00a0O’Dell.<\/p>\n

Outre Webex Contact Center, First\u00a0Horizon tire aussi parti de Webex Events<\/a> pour organiser des \u00e9v\u00e9nements en ligne mensuels pr\u00e9sentant l’actualit\u00e9 de la banque aux clients. Pendant la pand\u00e9mie, quand de nombreux agents du centre de contact de l’entreprise ont commenc\u00e9 \u00e0 travailler \u00e0 distance, Webex Meetings<\/a> et l’application Webex<\/a> ont jou\u00e9 un r\u00f4le primordial pour permettre \u00e0 tout le monde de rester connect\u00e9s.<\/p>\n

Selon Jason\u00a0O’Dell, First\u00a0Horizon comptait environ 200\u00a0utilisateurs Webex avant la pand\u00e9mie. \u00c0 ce jour, plus de 1\u00a0800\u00a0utilisateurs actifs sont comptabilis\u00e9s chaque mois.<\/p>\n

Certains dirigeants travaillent encore au bureau, c’est pourquoi First\u00a0Horizon a install\u00e9 une solution de t\u00e9l\u00e9pr\u00e9sence dans trois\u00a0salles de r\u00e9union suppl\u00e9mentaires. Les dirigeants situ\u00e9s au bureau et \u00e0 distance ont alors pu collaborer tout en respectant la distanciation sociale entre les salles de r\u00e9union. Jason\u00a0O’Dell a achet\u00e9 des kits Webex Room Kits<\/a> et des cam\u00e9ras pour optimiser la qualit\u00e9 vid\u00e9o et les fonctionnalit\u00e9s.<\/p>\n

En tant que syst\u00e8me de t\u00e9l\u00e9phonie logicielle par d\u00e9faut de toute l’entreprise, l’application Webex<\/a> permet \u00e0 First\u00a0Horizon d’avoir \u00e0 g\u00e9rer et \u00e0 d\u00e9panner moins d’applications au quotidien. Les agents disposent d’un seul num\u00e9ro de t\u00e9l\u00e9phone, peu importe o\u00f9 ils travaillent ce jour-l\u00e0.<\/p>\n

\u00ab\u00a0Nos collaborateurs peuvent travailler depuis la maison et avoir acc\u00e8s aux m\u00eames fonctionnalit\u00e9s qu’au bureau\u00a0\u00bb, explique Jason\u00a0O’Dell. \u00ab\u00a0Webex est \u00e0 l’origine d’une transition et d’une utilisation fluides des services.\u00a0\u00bb<\/p>\n

M\u00eame s’il appr\u00e9cie les atouts d’un outil unique pour simplifier l’exp\u00e9rience des agents, Jason\u00a0O’Dell affectionne \u00e9galement la possibilit\u00e9 d’int\u00e9grer d’autres produits dans la suite de collaboration Webex. First\u00a0Horizon peut non seulement int\u00e9grer de nouveaux outils comme bon lui semble, mais aussi entrer en contact avec des tiers externes.<\/p>\n

\u00ab\u00a0Une plateforme de collaboration se doit d’\u00eatre ouverte et de permettre de travailler avec les outils concurrents\u00a0\u00bb, d\u00e9clare Jason\u00a0O’Dell. \u00ab\u00a0En mettant ses forces en commun et en travaillant avec des partenaires, Webex reste leader, parce qu’il s’int\u00e8gre avec des plateformes ouvertes pour offrir des outils toujours \u00e0 jour et stables.\u00a0\u00bb<\/p><\/blockquote>\n

L’avenir de First\u00a0Horizon, optimis\u00e9 par Webex<\/h2>\n

En f\u00e9vrier\u00a02022, First\u00a0Horizon a annonc\u00e9 un autre projet de fusion, qui devrait s’achever d’ici\u00a02023. First\u00a0Horizon est en passe de devenir une entreprise pesant 1\u00a0600\u00a0milliards de dollars. Elle doit donc pouvoir collaborer ais\u00e9ment. C’est l\u00e0 que Webex entre en jeu.<\/p>\n

\u00ab\u00a0Webex \u00e9tant une plateforme cloud, nous pouvons imm\u00e9diatement cr\u00e9er des comptes et int\u00e9grer de nouveaux utilisateurs dans notre plateforme, un atout de taille\u00a0\u00bb, affirme Jason\u00a0O’Dell. \u00ab\u00a0Nous allons mettre en avant certaines fonctionnalit\u00e9s que nous utilisons pour simplifier la fusion.\u00a0\u00bb<\/p>\n

Dans l’intervalle, Webex reste la plateforme principale de collaboration de First\u00a0Horizon. Si vous posez la question \u00e0 Jason\u00a0O’Dell, il vous r\u00e9pondra qu’il pense que cela restera le cas.<\/p>\n

\u00ab\u00a0Webex est au c\u0153ur de notre strat\u00e9gie\u00a0\u00bb, affirme-t-il. \u00ab\u00a0Webex fait partie int\u00e9grante de la mani\u00e8re dont nous communiquons et partageons nos id\u00e9es avec nos coll\u00e8gues, et je pense que cette solution p\u00e8sera indiscutablement dans notre r\u00e9ussite future et la collaboration avec nos homologues et nos partenaires externes.\u00a0\u00bb<\/p>\n

Pour en savoir plus sur la mani\u00e8re dont Webex favorise la collaboration dans toute votre entreprise, contactez<\/a> notre \u00e9quipe d\u00e8s aujourd’hui.<\/p>\n","protected":false},"excerpt":{"rendered":"

12\u00a0\u00e9tats, 750\u00a0agents, 5\u00a0500\u00a0collaborateurs au total, environ 20\u00a0000\u00a0terminaux et plus de 1,1\u00a0million de clients. 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