{"id":386981,"date":"2020-08-03T08:27:46","date_gmt":"2020-08-03T15:27:46","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/cisco-%e3%81%af-customer-magazine-%e3%81%8b%e3%82%89-2020-contact-center-%e6%8a%80%e8%a1%93%e8%b3%9e%e3%82%92%e5%8f%97%e3%81%91%e5%8f%96%e3%82%8b\/"},"modified":"2020-08-03T08:27:46","modified_gmt":"2020-08-03T15:27:46","slug":"cisco-%e3%81%af-customer-magazine-%e3%81%8b%e3%82%89-2020-contact-center-%e6%8a%80%e8%a1%93%e8%b3%9e%e3%82%92%e5%8f%97%e3%81%91%e5%8f%96%e3%82%8b","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/cisco-%e3%81%af-customer-magazine-%e3%81%8b%e3%82%89-2020-contact-center-%e6%8a%80%e8%a1%93%e8%b3%9e%e3%82%92%e5%8f%97%e3%81%91%e5%8f%96%e3%82%8b\/","title":{"rendered":"Cisco \u306f CUSTOMER Magazine \u304b\u3089 2020 Contact Center \u6280\u8853\u8cde\u3092\u53d7\u3051\u53d6\u308b"},"content":{"rendered":"<p><em>Cisco Webex\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u5c0a\u91cd\u3057\u305f Contact Center CCaaS \u3092\u3054\u5229\u7528\u304f\u3060\u3055\u3044\u3002<\/em><\/p>\n<h2><span><br \/>\n  <strong>2\u5217\u76ee\u3067\u5f53\u9078\u8005\u306e 2 \u756a\u76ee\u306e\u5e74\u3092\u7372\u5f97<\/strong><br \/>\n<\/span><\/h2>\n<p>Webex Contact Center\u306f\u30012020\u5e74\u306e Contact Center \u6280\u8853\u8cde\u306e\u53d7\u8cde\u8005\u306e\u4e2d\u306b\u6570\u3048\u3001\u4eca\u6708\u306e\u9867\u5ba2\u306e\u300eCustomer Magazine\u300f\u3067\u767a\u8868\u3055\u308c\u307e\u3057\u305f\u3002 \u3053\u306e\u8cde\u306f\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u5353\u8d8a\u3057\u305f\u91cd\u8981\u306a\u30c4\u30fc\u30eb\u3068\u3057\u3066\u53d7\u3051\u5165\u308c\u3001\u305d\u306e\u6210\u529f\u304c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304a\u3088\u3073\u30ab\u30b9\u30bf\u30de\u30b1\u30a2\u696d\u754c\u306e\u9769\u65b0\u4f01\u696d\u3001\u8003\u3048\u30ea\u30fc\u30c0\u30fc\u3001\u5e02\u5834\u79fb\u52d5\u696d\u8005\u3068\u3057\u3066\u6210\u529f\u3092\u79f0\u3048\u308b\u8cde\u3067\u3059\u3002<\/p>\n<p>Webex Contact Center \u3067\u3053\u306e\u8a8d\u8b58\u304c\u53d7\u3051\u53d6\u3089\u308c\u305f\u3044\u304f\u3064\u304b\u306e\u7406\u7531\u3092\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u30af\u30e9\u30a6\u30c9\u30a2\u30b8\u30ea\u30c6\u30a3<\/strong><br \/>\n<\/span><\/h2>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Webex Contact Center<\/a> \u306f\u3001\u5f53\u793e\u306e omnichannel \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3067\u3059\u3002\u4e2d\u5c0f\u898f\u6a21\u3001\u5206\u6563\u3055\u308c\u305f\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306e\u305f\u3081\u306e\u30b5\u30fc\u30d3\u30b9\u3067\u3059\u3002 \u00a0\u30d1\u30d6\u30ea\u30c3\u30af\u30af\u30e9\u30a6\u30c9\u306b\u5bfe\u5fdc\u3057\u3001\u975e\u5e38\u306b\u30b9\u30b1\u30fc\u30e9\u30d6\u30eb\u3067\u3001\u67d4\u8edf\u6027\u304c\u3042\u308a\u3001\u5b89\u5168\u3067\u3001\u30a2\u30b8\u30e3\u30a4\u30eb\u306b\u306a\u3063\u3066\u3044\u308b\u3002 \u5f53\u793e\u3067\u306f\u30e6\u30fc\u30b6\u30fc\u306e\u6a5f\u80fd\u3068\u30c7\u30fc\u30bf\u306b\u95a2\u3059\u308b\u6d1e\u5bdf\u3092\u4f7f\u7528\u3057\u3066\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u6027\u80fd\u3092\u5f37\u5316\u3057\u3001\u3088\u308a\u591a\u304f\u306e\u77e5\u8b58\u3068\u6587\u8108\u3092\u5099\u3048\u305f\u62c5\u5f53\u8005\u306b\u6a29\u9650\u3092\u4e0e\u3048\u3001\u512a\u308c\u305f\u3001\u3088\u308a\u610f\u5473\u306e\u3042\u308b\u53d6\u308a\u7d44\u307f\u3092\u304a\u5ba2\u69d8\u306b\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>Webex Contact Center \u306f\u3001Contact Center \u7528\u306e\u56fa\u6709\u306e Webex \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u4e0a\u306b\u69cb\u7bc9\u3055\u308c\u3066\u3044\u307e\u3059\u3002 \u3053\u306e\u30aa\u30fc\u30d7\u30f3\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3\u306b\u3088\u308a\u3001\u304a\u5ba2\u69d8\u306f\u7c21\u5358\u306b AI \u30d9\u30fc\u30b9\u306e\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u9ad8\u5ea6\u306a\u30c7\u30fc\u30bf\u5206\u6790\u3001\u5f93\u696d\u54e1\u306e\u6700\u9069\u5316\u3001Webex \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406\u3001Webex Calling\u3001\u304a\u3088\u3073 Webex Control Hub \u306a\u3069\u306e Webex \u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306a\u3069\u306e\u9ad8\u5ea6\u306a\u30af\u30e9\u30a6\u30c9 \u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u8ffd\u52a0\u3057\u3001\u7d71\u5408\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u8907\u6570\u30c6\u30ca\u30f3\u30c8\u30a2\u30d7\u30ed\u30fc\u30c1\u306f Cisco Contact Center \u306e\u9867\u5ba2\u306b\u3068\u3063\u3066 2 \u3064\u306e\u65b9\u6cd5\u3067\u30e1\u30ea\u30c3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002 \u307e\u305a\u3001\u30af\u30e9\u30a6\u30c9\u3084\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u306e\u9867\u5ba2\u306b\u5bfe\u3057\u3001\u9ad8\u5ea6\u306a\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u5229\u70b9\u3092\u53d6\u308a\u5165\u308c\u3001\u7d99\u7d9a\u7684\u306a\u6a5f\u80fd\u306e\u63d0\u4f9b\u3068\u30af\u30e9\u30a6\u30c9\u3078\u306e\u4f4e\u3044\u4e2d\u65ad\u7d4c\u8def\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002 \u6b21\u306b\u3001Webex\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u9593\u306e\u7d71\u5408\u306b\u3088\u3063\u3066\u3001\u7d44\u7e54\u5185\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u3088\u308a\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u3001\u30b3\u30b9\u30c8\u304c\u524a\u6e1b\u3055\u308c\u3001\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u53d6\u5f97\u3068\u7ba1\u7406\u304c\u3088\u308a\u5bb9\u6613\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u969c\u5bb3\u6642\u4e00\u62ec\u8ee2\u9001 <\/strong><br \/>\n<\/span><\/h2>\n<p>\u9867\u5ba2\u306e\u6570\u3068\u96fb\u8a71\u306e\u91cf\u304c\u5897\u3048\u3001\u73fe\u5728\u5728\u5b85\u52e4\u52d9\u4e2d\u306e\u4f55\u767e\u4e07\u3082\u306e\u62c5\u5f53\u8005\u304c\u5897\u3048\u308b\u306a\u304b\u3001\u591a\u304f\u306e\u4f01\u696d\u306f\u30d3\u30b8\u30cd\u30b9\u306e\u904b\u7528\u306b\u5927\u304d\u306a\u6df7\u4e71\u3092\u7d4c\u9a13\u3057\u3066\u3044\u308b\u3002\u00a0 \u7dca\u6025\u306e\u300c <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\"><\/a> \u30db\u30c3\u30c8\u30e9\u30a4\u30f3\u300d\u3092\u8a2d\u5b9a\u3059\u308b\u521d\u3081\u3066\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u5fc5\u8981\u3068\u3059\u308b\u30e6\u30fc\u30b6\u30fc\u3082\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u65e2\u5b58\u306e\u96fb\u8a71\u3092\u62e1\u5f35\u3057\u3066\u30b9\u30b1\u30fc\u30eb\u5316\u3057\u3066\u901a\u8a71\u91cf\u3092\u30aa\u30d5\u30ed\u30fc\u30c9\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u4eba\u3082\u3044\u307e\u3059\u3002 \u30d1\u30f3\u30c7\u30df\u30df\u30af\u306e\u6700\u521d\u306e60\u65e5\u9593\u3001\u7dca\u6025\u306e\u30cb\u30fc\u30ba\u3092\u6301\u3064150\u4ee5\u4e0a\u306e\u4f01\u696d\u306b\u5bfe\u3057\u3066\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3068\u30ea\u30e2\u30fc\u30c8\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u3059\u3050\u306b\u5c55\u958b\u304a\u3088\u3073\u62e1\u5f35\u3067\u304d\u305f\u306e\u306f 5 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\u4e2d\u306e\u30ea\u30e2\u30fc\u30c8\u4f5c\u696d\u306e\u6709\u52b9\u5316\u3092\u53ef\u80fd\u306b\u3057\u3066\u3044\u307e\u3059\u3002 \u305d\u308c\u306a\u3057\u3067\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u9577\u304f\u9589\u3058\u308b\u5fc5\u8981\u304c\u3042\u3063\u305f\u3067\u3057\u3087\u3046\u3002\u300d<\/p>\n<p>\u300cWebex Contact Center \u306b\u3088\u3063\u3066\u3001\u73fe\u5728\u306e\u30d1\u30f3\u30c7\u30df\u3067\u306f\u300c\u30a2\u30b8\u30e3\u30a4\u30eb\u306e\u50cd\u304d\u65b9\u300d\u306b\u9069\u5fdc\u3055\u305b\u3066\u3044\u307e\u3057\u305f\u3002\u300d<\/p>\n<p>\u300cWebex Contact Center \u306f\u3001\u5165\u3063\u3066\u304f\u308b\u30b3\u30fc\u30eb\u306e\u91cf\u3092\u51e6\u7406\u3057\u3001\u30c8\u30ec\u30f3\u30c9\u3092\u8ffd\u8de1\u3059\u308b\u8fc5\u901f\u3067\u7c21\u5358\u306a\u65b9\u6cd5\u3092\u63d0\u4f9b\u3057\u3066\u3001\u305d\u308c\u3092\u4e88\u6e2c\u3057\u3001\u305d\u308c\u3092\u57fa\u306b\u8a08\u753b\u3092\u7acb\u3066\u3084\u3059\u304f\u3057\u307e\u3057\u305f\u3002 \u305d\u308c\u304c\u3001\u7ba1\u7406\u30c1\u30fc\u30e0\u306b\u30ec\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u306b\u9069\u5207\u306a\u3059\u3079\u3066\u306e\u6b63\u3057\u3044\u6307\u6a19\u3092\u63d0\u4f9b\u3057\u307e\u3057\u305f\u3002\u300d<\/p>\n<h2><span><br \/>\n  <strong>\u30c7\u30b8\u30bf\u30eb\u5909\u9769\u3068\u5206\u6790\u7684\u60c5\u5831<\/strong><br \/>\n<\/span><\/h2>\n<p>\u904e\u53bb 2 \u5e74\u9593\u3001Cisco \u306f AI \u4f01\u696d Voicea \u3068 CloudCherry <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/artificial-intelligence.html\">\u3092\u8cb7\u53ce\u3057\u3001Webex Contact Center AI \u6f14\u7fd2\u3092\u52a0\u901f<\/a> \u3057\u307e\u3057\u305f\u3002 AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u9867\u5ba2\u306b\u8fc5\u901f\u306b\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u3001\u5f53\u793e\u306f Google Cloud \u306e\u3088\u3046\u306a\u30d1\u30fc\u30c8\u30ca\u30fc\u304b\u3089\u5f53\u793e\u306e\u72ec\u81ea\u306e\u69cb\u7bc9 AI \u3068 AI \u3092\u4f7f\u7528\u3057\u3066\u3001\u300c\u6700\u5584\u306e\u6700\u5584\u306e\u300d\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u4f7f\u7528\u3057\u307e\u3059\u3002 \u00a0\u305f\u3068\u3048\u3070\u3001\u97f3\u58f0\u3068\u30c1\u30e3\u30c3\u30c8\u7528\u306e\u30d0\u30fc\u30c1\u30e3\u30eb \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001Google Cloud CCAI \u3092\u5229\u7528\u3057\u3066\u3001AI \u3092\u5229\u7528\u3057\u305f\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u6280\u8853\u3092\u4f7f\u7528\u3057\u3066\u9867\u5ba2\u306b\u5bfe\u5fdc\u3059\u308b\u65b0\u3057\u3044\u65b9\u6cd5\u3092\u9867\u5ba2\u306b\u63d0\u4f9b\u3057\u307e\u3059\u3002\u00a0 \u30c7\u30b8\u30bf\u30eb\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u5897\u52a0\u3059\u308b\u3064\u308c\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u304c\u30d3\u30b8\u30cd\u30b9\u3068\u5bfe\u8a71\u3059\u308b\u5229\u7528\u8005\u306b\u3068\u3063\u3066\u597d\u307e\u308c\u308b\u65b9\u6cd5\u306b\u306a\u3063\u3066\u3044\u307e\u3057\u305f\u3002 \u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306b\u3088\u3063\u3066\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u7740\u4fe1\u3057\u305f\u554f\u3044\u5408\u308f\u305b\u306e\u8ca0\u8377\u3092\u8efd\u6e1b\u3057\u3001\u540c\u6642\u306b24\u6642\u9593365\u65e5\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002 \u8abf\u67fb\u76f8\u8ac7\u4f1a\u793e\u306eNemertes\u306b\u3088\u308b\u3068\u3001\u9867\u5ba2\u3068\u306e\u9023\u7d61\u306b AI \u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u4f01\u696d\u306e CSAT<span> <strong> \u30b9\u30b3\u30a2\u304c 37% \u5897\u52a0\u3057\u305f\u3068\u3044\u3046\u3002 <\/strong>   <\/span><\/p>\n<p>\u3053\u306e\u6642\u671f\u306b\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u8abf\u67fb\u6642\u9593\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u50cf\u5ea6\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3057\u306a\u304c\u3089\u3001\u9867\u5ba2\u3068\u8a71\u3057\u305f\u308a\u3001\u30c1\u30e3\u30c3\u30c8\u3057\u306a\u304c\u3089\u9023\u7d61\u5148\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5bfe\u3057\u3066\u3001\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u5bfe\u5fdc\u306e\u63d0\u6848\u3068\u30ac\u30a4\u30c0\u30f3\u30b9\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8868\u793a\u3059\u308b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8 \u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u3067\u3042\u308b Agent Answers \u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<p>\u3055\u3089\u306b\u3001Cisco \u72ec\u81ea\u306e AI \u3092\u4f7f\u7528\u3057\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u901a\u8a71\u8b70\u4e8b\u6587\u5b57\u3092\u63d0\u4f9b\u3057\u307e\u3057\u305f\u3002 Webex Meetings\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u8b70\u4e8b\u9332\u3068\u30ad\u30e3\u30d7\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u540c\u3058\u753b\u671f\u7684\u306a\u30b9\u30d4\u30fc\u30c1\u30a8\u30f3\u30b8\u30f3\u3092\u642d\u8f09\u3057\u305f\u3053\u306e\u30e6\u30cb\u30fc\u30af\u306a\u6a5f\u80fd\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u9867\u5ba2\u306e\u4f1a\u8a71\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u8b70\u4e8b\u9332\u3092\u63d0\u4f9b\u3057\u3001\u5404\u901a\u8a71\u306e\u8b70\u4e8b\u9332\u3068\u6982\u8981\u3092\u62c5\u5f53\u8005\u306b\u63d0\u4f9b\u3057\u307e\u3059\u3002 \u3053\u308c\u306b\u3088\u308a\u3001\u62c5\u5f53\u8005\u306f\u9867\u5ba2\u306e\u8a00\u8449\u306b\u7126\u70b9\u3092\u5f53\u3066\u3001\u901a\u8a71\u5f8c\u306e\u7de0\u3081\u5207\u308a\u6642\u9593\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u3001\u30c8\u30e9\u30f3\u30b6\u30af\u30b7\u30e7\u30f3\u306e\u6b63\u78ba\u6027\u3068\u9867\u5ba2\u3078\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u3092\u78ba\u4fdd\u3067\u304d\u307e\u3059\u3002 \u00a0\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u901a\u8a71\u8b70\u4e8b\u6587\u5b57\u306f\u73fe\u5728\u3001Cisco Contact Center \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u4e0a\u306e\u30d5\u30a3\u30fc\u30eb\u30c9 \u30c8\u30e9\u30a4\u30a2\u30eb\u3068 Webex Contact Center \u306e\u958b\u767a\u4e2d\u3067\u3059\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u6700\u524d\u7dda\u306b\u5165\u308b <\/strong><br \/>\n<\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-332655 size-large\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/07\/Webex-XM-1024x640.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/07\/Webex-XM-300x188.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/07\/Webex-XM-768x480.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/07\/Webex-XM-1024x640.png 1024w\" alt=\"Webex XM\" width=\"640\" height=\"400\" \/><\/p>\n<p>1 \u6708\u306b\u3001 <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Webex Experience Management<\/a> (\u65e7 CloudCherry) \u3092\u5c0e\u5165\u3057\u3001\u6b21\u4e16\u4ee3\u306e AI \u3092\u5229\u7528\u3057\u305f\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406 SaaS \u3092\u5c0e\u5165\u3057\u307e\u3057\u305f\u3002\u00a0 \u3053\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u9867\u5ba2\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u6b63\u3057\u3044 360 \u5ea6\u8868\u793a\u3057\u3001\u7d44\u7e54\u5168\u4f53\u306e\u3059\u3079\u3066\u306e\u9867\u5ba2\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u5927\u304d\u306a\u6d1e\u5bdf\u3092\u4e0e\u3048\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u3089\u306e\u6a5f\u80fd\u3092Webex Contact Center\u306b\u76f4\u63a5\u7d44\u307f\u8fbc\u307f\u3001SMS\u304a\u3088\u3073E\u30e1\u30fc\u30eb\u3067\u306e\u901a\u8a71\u5f8c\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u304b\u3089\u958b\u59cb\u3057\u307e\u3059\u3002 \u3053\u306e\u60c5\u5831\u306b\u3088\u308a\u3001\u7d44\u7e54\u306b\u306f\u9867\u5ba2\u306e\u611f\u60c5\u30c7\u30fc\u30bf\u306b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u529b\u3092\u5165\u308c\u3001\u9867\u5ba2\u306e\u7d4c\u9a13\u306b\u3064\u3044\u3066\u3088\u308a\u6df1\u304f\u7406\u89e3\u3057\u3001\u3053\u308c\u3089\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3044\u3001\u3053\u308c\u3089\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8d77\u3053\u3057\u3066 NPS\u3001CSAT\u3001CES \u30b9\u30b3\u30a2\u3092\u5411\u4e0a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8 \u30c7\u30b9\u30af\u30c8\u30c3\u30d7\u3068\u306e\u3088\u308a\u591a\u304f\u306e\u7d71\u5408\u306f\u3001\u8fd1\u3044\u5c06\u6765\u51fa\u3066\u304f\u308b\u4e88\u5b9a\u3067\u3059\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u3053\u308c\u306f\u59cb\u307e\u308a\u306b\u3059\u307f\u3067\u3059<\/strong><br \/>\n<\/span><\/h2>\n<p>\u3053\u308c\u306f\u3001\u7d44\u7e54\u304c\u9ad8\u3044\u52b9\u7387\u3092\u751f\u307f\u51fa\u3057\u3001\u751f\u7523\u6027\u3092\u6539\u5584\u3057\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3068\u8ca1\u52d9\u696d\u7e3e\u3092\u5411\u4e0a\u3055\u305b\u308b\u9867\u5ba2\u3068\u306e\u3088\u308a\u610f\u5473\u306e\u3042\u308b\u95a2\u4fc2\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u3001Webex Contact Center \u3092\u5f37\u5316\u3059\u308b\u65b9\u6cd5\u306e\u59cb\u307e\u308a\u306b\u904e\u304e\u307e\u305b\u3093\u3002 Cisco Contact Center \u306e\u7d99\u7d9a\u7684\u306a\u9769\u65b0\u306b\u76ee\u3092\u5411\u3051\u307e\u3059!<\/p>\n<p>\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/webex-contact-center-ebook.pdf?ccid=cc001193&#038;oid=ebkco018808\">\u3001Webex Contact Center ebook<\/a> \u3092\u304a\u8aad\u307f\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>Cisco Contact Center \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3 <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u306e\u8a73\u7d30\u3092\u3054\u89a7\u304f\u3060\u3055\u3044<\/a>\u3002<\/p>\n<p>Ar\u304a\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u30b7\u30b9\u30b3\u306f\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30ea\u30fc\u30c0\u30fc\u306b\u6307\u5b9a\u3055\u308c\u3066\u3044\u308b\u3002<br \/>\n\u6700\u65b0\u306e\u30ec\u30dd\u30fc\u30c8\u3092\u8aad\u3080: \u00a0<a href=\"https:\/\/engage2demand.cisco.com\/LP=21586?ccid=cc001193&#038;oid=anrco021800\">2020\u5e74\u3001Artop Research Globe for Intelligent Contact Centers<\/a><\/p>\n<p>\u00a0<\/p>\n<p><span><br \/>\n  <strong>\u8a73\u7d30\u306f\u3053\u3061\u3089<\/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\">Cisco \u306f\u3001Intelligent Contact Center \u306b\u5bfe\u3057\u3066 Ar is globe \u306e\u30ea\u30fc\u30c0\u30fc\u3068\u3057\u3066\u8b58\u5225\u3055\u308c\u308b<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-wins-uc-todays-best-collaboration-platform-for-2020\">2020 \u5e74\u306e Cisco Wins UC \u306e\u30d9\u30b9\u30c8\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">Cisco \u306f\u81ea\u5b85\u304b\u3089\u306e\u4f5c\u696d\u306b\u3064\u3044\u3066 Webex Contact Center \u306e\u30af\u30a4\u30c3\u30af\u5c55\u958b\u3092\u767a\u8868\u3057\u307e\u3059<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">\u304a\u5ba2\u69d8\u3078\u306e\u30e1\u30c3\u30bb\u30fc\u30b8: \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f Cisco Contact Center \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u81ea\u5b85\u304b\u3089\u4ed5\u4e8b\u304c\u53ef\u80fd\u3067\u3059<\/a><\/p>\n<p><span><br \/>\n  <strong>\u8cde\u3053\u306e<\/strong> <\/span>  \u7b2c15\u56de\u306e Contact Center<a href=\"http:\/\/www.customerzone360.com\/\"> <em>   \u6280\u8853\u8cde(CUSTOMER Magazine<\/em> <\/a>\u3001\u6280\u8853\u3092\u79f0\u3048\u308b\u30d9\u30f3\u30c0\u30fc\u3084\u6280\u8853\u3092\u79f0\u3048\u308b)\u306f\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u512a\u308c\u305f\u91cd\u8981\u306a\u30c4\u30fc\u30eb\u3068\u3057\u3066\u63a1\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002 \u3053\u306e\u8cde\u306f\u3001\u305d\u306e\u6210\u529f\u3092\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304a\u3088\u3073\u30ab\u30b9\u30bf\u30de\u30b1\u30a2\u696d\u754c\u306e\u9769\u65b0\u8005\u3001\u8003\u3048\u30ea\u30fc\u30c0\u30fc\u3001\u304a\u3088\u3073\u5e02\u5834\u79fb\u884c\u8005\u3068\u3057\u3066\u512a\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Webex Contact Center\u306f\u30012020\u5e74\u306e Contact Center \u6280\u8853\u8cde\u306e\u6280\u8853\u8cde\u306b\u9078\u3070\u308c\u3001\u4eca\u6708\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u6280\u8853\u3068\u9867\u5ba2\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u5c0a\u91cd\u3057\u305f CUSTOMER Magazine 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