{"id":382738,"date":"2020-08-18T10:31:32","date_gmt":"2020-08-18T17:31:32","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-it\/aggiornamento-mensile-potenzia-il-tuo-contact-center-con-cisco-webex-contact-center-basato-su-cloud\/"},"modified":"2020-08-18T10:31:32","modified_gmt":"2020-08-18T17:31:32","slug":"aggiornamento-mensile-potenzia-il-tuo-contact-center-con-cisco-webex-contact-center-basato-su-cloud","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/it\/esperienza-clienti\/aggiornamento-mensile-potenzia-il-tuo-contact-center-con-cisco-webex-contact-center-basato-su-cloud\/","title":{"rendered":"Aggiornamento mensile: Potenzia il tuo contact center con Cisco ..."},"content":{"rendered":"<h2><span><br \/>\n  <strong>Benvenuto alla nostra serie di blog sugli aggiornamenti delle funzioni mensili <\/strong><br \/>\n<\/span><\/h2>\n<p>Per tenere informati i nostri clienti sulle nuove funzionalit\u00e0 disponibili nel nostro portfolio Cisco Contact Center, abbiamo creato questa serie di blog mensili. Ogni mese, io e i miei colleghi Cisco parleremo delle nuove funzionalit\u00e0 aggiunte al nostro portfolio Webex che aiutano le organizzazioni a migliorare collaborazione nel luogo di lavoro, produttivit\u00e0 ed esperienza clienti.<\/p>\n<p>Questo mese, voglio parlare di alcune delle fantastiche funzioni che abbiamo introdotto con <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Webex Contact Center<\/a>, la nostra soluzione CCaaS (Contact Center as a Service) versatile per contact center piccoli e grandi, scelta da societ\u00e0 leader che operano nei settori finanziario, dell&#8217;assistenza sanitaria, del retail e dell&#8217;intrattenimento in tutto il mondo.<\/p>\n<p>Poich\u00e9 utilizziamo un approccio allo sviluppo cloud agile, siamo in grado di introdurre nuove funzioni e funzionalit\u00e0 spesso e regolarmente. La nostra piattaforma Webex unica basata su cloud e multi-tenant ci consente di offrire queste nuove funzioni in tutto il nostro portfolio per contact center, permettendo a entrambi, clienti su <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\">cloud<\/a> e locali, di sfruttare rapidamente le nuove funzionalit\u00e0 per raggiungere pi\u00f9 facilmente i propri obiettivi aziendali.<\/p>\n<h2><span><br \/>\n  <strong>Ecco le novit\u00e0<\/strong><br \/>\n<\/span><\/h2>\n<h2><span><br \/>\n  <strong>Processo decisionale pi\u00f9 smart con Webex Workforce Optimization <\/strong><br \/>\n<\/span><\/h2>\n<p>La nostra suite su cloud avanzata <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Workforce Optimization<\/a> (WFO) include moduli per la gestione della qualit\u00e0, la gestione della forza lavoro e l&#8217;analisi, che consentono ai supervisori di contact center di ottimizzare le prestazioni degli agenti e ottenere informazioni preziose sui clienti. La soluzione include tre moduli chiave ed \u00e8 ora disponibile con la nostra soluzione locale, Unified Contact Center Express, nonch\u00e9 con Webex Contact Center:<\/p>\n<ul>\n<li><strong><br \/>\n  <span>Modulo di gestione della qualit\u00e0<\/span> <\/strong>include registrazione di chiamate vocali e su schermo scalabile e strumenti di valutazione della qualit\u00e0 che consentono ai supervisori di rivedere e valutare facilmente i livelli di prestazioni di singoli individui e team, in modo da poter controllare la produttivit\u00e0 dei team, la risoluzione alla prima chiamata (FCR, First Call Resolution) e la soddisfazione dei clienti (CSAT, Customer Satisfaction).<\/li>\n<\/ul>\n<div id=\"attachment_334892\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334892\" class=\"wp-image-334892 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png 840w\" alt=\"Il modulo di gestione della qualit\u00e0 di Webex WFO consente ai responsabili di contact center di trovare interazioni di interesse con precisione millimetrica, utilizzando una potente combinazione di dati dei clienti, energia di linguaggio e altri metadati correlati alle attivit\u00e0 aziendali.\" width=\"840\" height=\"511\" \/><p id=\"caption-attachment-334892\" class=\"wp-caption-text\">Gestione della qualit\u00e0 di Webex Workforce Optimization<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Il modulo di gestione della forza lavoro<\/strong><br \/>\n<\/span>consente ai supervisori e ai responsabili di sviluppare piani per pi\u00f9 siti, gestire dati critici e indicatori di prestazioni chiave (KPI) e gestire l&#8217;allineamento in tempo reale degli agenti ai propri piani. Questo consente ai contact center di prevedere gli imprevisti in modo facile e accurato, analizzare proattivamente e regolare le realt\u00e0 quotidiane e prendere decisioni pi\u00f9 intelligenti per gestire risorse aziendali di importanza critica e ottimizzare i livelli di servizio.<\/li>\n<\/ul>\n<div id=\"attachment_334893\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334893\" class=\"wp-image-334893 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png\" sizes=\"auto, (max-width: 833px) 100vw, 833px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png 833w\" alt=\"Il modulo di gestione della forza lavoro di Webex WFO consente ai responsabili di contact center di prevedere tendenze dei volumi, sviluppare piani per gli agenti e tenere traccia di indicatori di prestazioni chiave. \" width=\"833\" height=\"507\" \/><p id=\"caption-attachment-334893\" class=\"wp-caption-text\">Gestione della forza lavoro di Webex Workforce Optimization<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Il modulo di analisi per l&#8217;ottimizzazione della forza lavoro<\/strong><br \/>\n<\/span>integra analisi della conversazione, desktop e di testo in un singolo strumento di analisi unificato, che fornisce ai supervisori informazioni utili basate su dati e metriche vitali su ci\u00f2 che pensano i clienti. In questo modo, le organizzazioni ottengono informazioni preziose e uniche su ogni conversazione con i clienti per apportare cambiamenti e, di conseguenza, migliorare esperienze clienti e risultati aziendali.<\/li>\n<\/ul>\n<div id=\"attachment_334894\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334894\" class=\"wp-image-334894 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png\" sizes=\"auto, (max-width: 845px) 100vw, 845px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-300x180.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-768x461.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png 845w\" alt=\"La leadership di contact center pu\u00f2 integrare e visualizzare perfettamente informazioni da qualsiasi luogo in Webex WFO utilizzando il modulo di analisi. \" width=\"845\" height=\"507\" \/><p id=\"caption-attachment-334894\" class=\"wp-caption-text\">Analisi di Webex Workforce Optimization<\/p><\/div>\n<h2><span><br \/>\n  <strong>Efficienza operativa migliorata con report di analisi di Webex Contact Center<\/strong><br \/>\n<\/span><\/h2>\n<p>Abbiamo apportato alcuni miglioramenti alla nostra soluzione di analisi avanzata che rendono pi\u00f9 facile e pi\u00f9 veloce trovare informazioni vitali e semplificano le impostazioni delle soglie per le metriche chiave, ad esempio il tempo di attesa.<\/p>\n<ul>\n<li><span><br \/>\n  <strong>Ricerca avanzata: <\/strong><br \/>\n<\/span>risparmia tempo fornendo una vista di tutti i nomi di cartelle, report o dashboard, che corrispondono alla stringa di ricerca per la ricerca avanzata. Abbiamo apportato alcuni miglioramenti alla nostra soluzione di analisi avanzata che rendono pi\u00f9 facile e pi\u00f9 veloce trovare informazioni vitali e semplificano le impostazioni delle soglie per le metriche chiave.<\/li>\n<li><strong><br \/>\n  <span>Report di soglia:<\/span>\u00a0<\/strong>puoi impostare soglie personalizzate e avvisi per dati di agenti e chiamate per controllare tempi di attesa o altre metriche che devi seguire attentamente.<\/li>\n<\/ul>\n<div id=\"attachment_334681\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334681\" class=\"wp-image-334681 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png\" sizes=\"auto, (max-width: 924px) 100vw, 924px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--300x173.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--768x444.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png 924w\" alt=\"Ricerca avanzata dello strumento di analisi di Webex Contact Center\" width=\"924\" height=\"534\" \/><p id=\"caption-attachment-334681\" class=\"wp-caption-text\">Ricerca avanzata dello strumento di analisi di Webex Contact Center<\/p><\/div>\n<h2><span><br \/>\n  <strong>Distribuzione e gestione semplificate con Webex Control Hub<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Chiamata Cisco PSTN per Webex Contact Center:<\/strong><br \/>\n<\/span> stiamo offrendo ora una soluzione di chiamata PSTN rapida da distribuire per clienti Cisco Webex Contact Center e Cisco Webex Contact Center Enterprise, che rende pi\u00f9 semplice acquistare e distribuire il tuo contact center con una singola fattura di Cisco. Per semplificare le cose ulteriormente, diritti PSTN possono essere aggiunti e forniti in <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-control-hub\/index.html\">Webex Control Hub<\/a>, il nostro strumento di gestione cloud per soluzioni di collaborazione Webex. I clienti possono acquistare un abbonamento a Webex Contact Center, includere la chiamata Cisco PSTN ed essere operativi in soli cinque giorni.<\/li>\n<\/ul>\n<div id=\"attachment_334685\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334685\" class=\"wp-image-334685 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png 842w\" alt=\"Aggiunta di Cisco PSTN per Webex Contact Center tramite Webex Control Hub\" width=\"842\" height=\"472\" \/><p id=\"caption-attachment-334685\" class=\"wp-caption-text\">Aggiunta di Cisco PSTN per Webex Contact Center tramite Webex Control Hub<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Applicazioni<\/strong><br \/>\n  <strong><br \/>\n    <sup>di<\/sup><br \/>\n  <\/strong><br \/>\n  <strong> terze parti: <\/strong><br \/>\n<\/span>abbiamo reso molto pi\u00f9 semplice gestire il connettore Webex Contact Center per Salesforce e altre app di <sup><\/sup>terze parti tramite Webex Control Hub. Il connettore Salesforce fornisce dati sui clienti critici a livello di desktop dell&#8217;agente, migliorando l&#8217;efficienza e riducendo al minimo il passaggio tra app durante l&#8217;assistenza ai clienti. Inoltre, il connettore consente ai contact center di personalizzare i flussi IVR e l&#8217;accesso in tempo reale basato su indirizzamento ai dati dei clienti, assicurando che i clienti vengano indirizzati alla persona pi\u00f9 qualificata che pu\u00f2 fornire le risposte pi\u00f9 accurate e tempestive, la prima volta.<\/li>\n<\/ul>\n<div id=\"attachment_334688\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334688\" class=\"wp-image-334688\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png\" sizes=\"auto, (max-width: 1072px) 100vw, 1072px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-1024x575.png 1024w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png 1072w\" alt=\"Connettori Webex Contact Center per applicazioni di terze parti gestiti in Webex Contro Hub\" width=\"730\" height=\"410\" \/><p id=\"caption-attachment-334688\" class=\"wp-caption-text\">Connettori Webex Contact Center per applicazioni di terze parti gestiti in Webex Contro Hub<\/p><\/div>\n<h2><span><br \/>\n  <strong>Prossimi passi<\/strong><br \/>\n<\/span><\/h2>\n<p>Non vedo l&#8217;ora di comunicare con te regolarmente e di sentire come queste nuove funzionalit\u00e0 ti stanno aiutando a raggiungere il successo. Rimani sintonizzato per il blog del mese seguente dove parler\u00f2 delle nuove funzioni che ti aiutano a essere pi\u00f9 proattivo nel migliorare l&#8217;esperienza dei clienti.<\/p>\n<blockquote><p>Per ulteriori informazioni su Webex Contact Center, leggi il nostro <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/webex-contact-center-ebook.pdf?ccid=cc001193&#038;oid=ebkco018808\">ebook<\/a>. Per ulteriori informazioni sulle soluzioni Cisco Contact Center, visita il nostro\u00a0<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">sito Web<\/a>.<\/p><\/blockquote>\n<p><span><br \/>\n  <strong>Vuoi parlare con un esperto Cisco delle soluzioni per contact center?\u00a0\u00a0 <\/strong><br \/>\n<\/span><\/p>\n<p>Esplora le opzioni per distribuire rapidamente le soluzioni per contact center che utilizzerai per lungo tempo. <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/remote-agents.html#~contact-us\">Contatta un esperto Cisco qui.<\/a><\/p>\n<p><span><br \/>\n  <strong>Ulteriori informazioni<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020\">Cisco identificato come azienda leader nel report di Aragon Globe sui contact center intelligenti del 2020<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/a-blueprint-for-hybrid-workplaces\">Un modello per luoghi di lavoro ibridi<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences\">Le ultime innovazioni di Cisco nell&#8217;intelligenza artificiale migliorano le prestazioni dei contact center e arricchiscono le esperienze clienti<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Dai un&#8217;occhiata all&#8217;aggiornamento di questo mese sulle nuove funzionalit\u00e0 che aiutano le organizzazioni a migliorare collaborazione nel luogo di lavoro, produttivit\u00e0 ed esperienza clienti nel nostro portfolio Cisco Contact Center.<\/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":[5273,1565],"tags":[7995],"class_list":["post-382738","post","type-post","status-publish","format-standard","hentry","category-collaborazione","category-esperienza-clienti","tag-workforce-management-it"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Aggiornamento mensile: Potenzia il tuo contact center con Cisco Webex Contact Center basato su cloud | 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\" href=\"https:\/\/blog.webex.com\/customer-experience\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center\/\" 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