{"id":387689,"date":"2019-12-10T10:15:07","date_gmt":"2019-12-10T18:15:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/"},"modified":"2019-12-10T10:15:07","modified_gmt":"2019-12-10T18:15:07","slug":"%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/","title":{"rendered":"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers"},"content":{"rendered":"<p><span><br \/>\n  <strong>\u30b5\u30fc\u30d3\u30b9\u306e<\/strong> <\/span>  \u60c5\u5831\u5909\u63db\u30b5\u30fc\u30d3\u30b9\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30d3\u30b8\u30cd\u30b9\u306f\u3001\u6280\u8853\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u306e\u5411\u4e0a\u3001\u307b\u3068\u3093\u3069\u306e\u4f01\u696d\u304c\u8a55\u4fa1\u3059\u308b\u65b0\u3057\u3044\u6d88\u8cbb\u30e2\u30c7\u30eb\u306b\u3088\u3063\u3066\u63a8\u9032\u3055\u308c\u308b\u4e00\u9023\u306e\u975e\u5e38\u306b\u91cd\u8981\u306a\u5909\u66f4\u3092\u884c\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\"><\/a>\u6280\u8853\u306e\u89d2\u5ea6\u304b\u3089\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b IT \u30b3\u30b9\u30c8\u3092\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u30c4\u30fc\u30eb\u306b\u5909\u3048\u3001\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u306e\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u3068\u54c1\u8cea\u3092\u9ad8\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u3001\u5f93\u6765\u306e\u5f79\u5272\u3092\u65b0\u3057\u3044\u5f79\u5272\u306b\u7d44\u307f\u5165\u308c\u3055\u3048\u3082\u3001\u5f93\u6765\u578b\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u30b3\u30b0\u30cb\u30c6\u30a3\u30d6\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u5909\u3048\u308b\u3068\u3044\u3046\u3001\u5927\u304d\u306a\u7591\u5ff5\u304c\u3042\u308a\u307e\u3059\u3002 \u9867\u5ba2\u9867\u554f\u30b5\u30fc\u30d3\u30b9\u3068\u30b3\u30f3\u30b5\u30eb\u30bf\u30f3\u30c8\u3002<\/p>\n<p>\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u5185\u306b\u30c7\u30b8\u30bf\u30eb\u30bd\u30fc\u30b7\u30e3\u30eb\u30c4\u30fc\u30eb\u304c\u7d44\u307f\u8fbc\u307e\u308c\u308b\u305f\u306f\u3001\u5f93\u6765\u306e\u97f3\u58f0\u5c02\u7528\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u6700\u65b0\u306e\u30c7\u30b8\u30bf\u30eb\u30aa\u30e0\u30cb\u30c1\u30e3\u30f3\u30cd\u30eb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3059\u308b\u7dca\u6025\u306e\u5fc5\u8981\u6027\u3092\u751f\u307f\u51fa\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u306f\u78ba\u5b9f\u306b\u3001\u304b\u304b\u6027\u60c5\u5831\u306e\u633f\u5165\u3092\u8a08\u753b\u3059\u308b\u305f\u3081\u306e\u5b8c\u74a7\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3092\u8868\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u304b\u3089\u6700\u521d\u306b\u554f\u3044\u5408\u3081\u308b\u65b9\u6cd5\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u3092\u4f7f\u3063\u3066\u8fc5\u901f\u3067\u6b63\u78ba\u306a\u5bfe\u5fdc\u3092\u884c\u3044\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9(\u53c2\u8003\u8cc7\u6599)\u306b<a href=\"https:\/\/getvoip.com\/blog\/2018\/05\/08\/state-of-ivr-2018\/\">\u5909\u63db\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059<\/a>\u3002<\/p>\n<ul>\n<li><strong>73%\u306f<\/strong> \u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u554f\u984c\u3092\u81ea\u5206\u305f\u3061\u306b\u89e3\u6c7a\u3057\u305f\u3044\u3068\u8003\u3048\u308b\u4eba\u3067\u3059\u3002<\/li>\n<li><strong>\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u5229\u7528\u3067\u304d\u308b\u5834\u5408\u300183%<\/strong><\/li>\n<li><strong>\u60aa\u3044\u7d4c\u9a13\u306e\u5f8c\u300159%<\/strong> \u306f\u623b\u3063\u3066\u8868\u793a\u3055\u308c\u306a\u3044<\/li>\n<\/ul>\n<p>\u5f93\u6765\u306e IVR \u306f\u3001\u3053\u308c\u3089\u306e\u9ad8\u54c1\u8cea\u306a\u30b5\u30fc\u30d3\u30b9 \u30ec\u30d9\u30eb\u3092\u9054\u6210\u3059\u308b\u306e\u306b\u5f79\u7acb\u3064\u304a\u624b\u4f1d\u3044\u3092\u884c\u3046\u5fc5\u8981\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u3044\u304f\u3064\u304b\u306e\u5236\u9650\u304c\u3042\u308a\u3001\u7d50\u679c\u3068\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 (<a href=\"https:\/\/getvoip.com\/blog\/2018\/05\/08\/state-of-ivr-2018\/\">\u53c2\u7167\u8cc7\u6599) \u304c\u4e0d\u826f\u306b\u306a\u308a\u307e\u3059<\/a>\u3002<\/p>\n<ul>\n<li><strong>53%<\/strong> \u304c DTMF \u5c02\u7528 IVRs \u3092\u4f7f\u7528 (DTMF \u306f Dual-Tone Multi-Frequency \u3092\u8868\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u96fb\u8a71\u306e\u30ad\u30fc\u3092\u62bc\u3059\u3068\u805e\u3053\u3048\u308b\u97f3\u58f0\u3068\u3057\u3066\u5b9a\u7fa9\u3067\u304d\u307e\u3059\u3002) \u2014 \u30d3\u30b8\u30cd\u30b9\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u62c5\u5f53\u30b7\u30cb\u30a2\u30d7\u30ea\u30f3\u30b7\u30d1\u30eb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3001Chris Caile<\/li>\n<li><strong>83%\u304c<\/strong> \u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30c6\u30a3\u30d6\u306a\u97f3\u58f0\u5fdc\u7b54\u306e\u7d4c\u9a13\u304c\u60aa\u3044\u5f8c\u306f\u4f1a\u793e\u3092\u907f\u3051\u308b- \u30c7\u30fc\u30bf\u304a\u3088\u3073\u5206\u6790\u62c5\u5f53\u3001\u30ed\u30d3\u30fc\u30fb\u30b4\u30e0\u30bc\u6c0f<\/li>\n<li><strong>\u901a\u8a71\u8005\u306e 60 %<\/strong> \u304c\u97f3\u58f0\u306e\u305f\u3081\u306e IVR \u3092\u30d0\u30a4\u30d1\u30b9 (\u3053\u306e\u305f\u3081\u30b3\u30b9\u30c8\u306f 12 \u500d\u9ad8\u304f\u306a\u308a\u307e\u3059) \u2014 EvanGale\u3001\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3 \u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30b8\u30e3\u30fc\u30cb\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3001NICE<\/li>\n<li><strong>76%<\/strong> \u304c\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u3001\u4f01\u696d\u304c\u3069\u306e\u7a0b\u5ea6\u5024\u3092\u5024\u306b\u793a\u3059\u306e\u304b\u306e\u771f\u306e\u30c6\u30b9\u30c8\u3068\u3057\u3066\u8a55\u4fa1\u3057\u3066\u3044\u308b\u3002\u30c7\u30fc\u30bf\u304a\u3088\u3073\u5206\u6790\u62c5\u5f53\u90e8\u9577\u3001\u30ed\u30d3\u30fc\u30fb\u30b4\u30e0\u30bc\u6c0f<\/li>\n<\/ul>\n<h2><strong><br \/>\n  <span>\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u5f37\u5316<\/span><br \/>\n<\/strong><\/h2>\n<p>\u591a\u5927\u306a\u8cbb\u7528\u3092\u8ca0\u62c5\u3059\u308b\u3053\u3068\u306a\u304f\u3001\u3053\u306e\u3088\u3046\u306a\u610f\u6b32\u7684\u306a\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u3001Cisco \u30b3\u30b0\u30cb\u30c6\u30a3\u30d6\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6570\u306f\u5897\u52a0\u3057\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30d1\u30ef\u30fc\u3092\u7c21\u5358\u306b\u63d0\u4f9b\u3059\u308b\u80fd\u529b\u3092\u5f37\u5316\u3057\u307e\u3057\u305f\u3002<a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-305388\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\" alt=\"\" width=\"662\" height=\"183\" \/><br \/>\n<\/a>\u5f53\u793e\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30d3\u30b8\u30e7\u30f3\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u9023\u7d61\u5148\u306e\u6700\u9069\u5316\u3092\u652f\u63f4\u3057\u3001\u7d99\u7d9a\u7684\u306b\u5b66\u7fd2\u3092\u5bb9\u6613\u3067\u3001\u6587\u8108\u306b\u5fdc\u3058\u305f\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30b5\u30fc\u30d3\u30b9\u3092\u4f5c\u6210\u3057\u307e\u3059\u3002 \u3053\u308c\u3089\u306e\u5f37\u5316\u306b\u3088\u308a\u3001\u7d20\u6674\u3089\u3057\u3044\u30e1\u30ea\u30c3\u30c8\u3092\u3082\u305f\u3089\u3059\u4f7f\u7528\u4e8b\u4f8b\u3092 2 \u3064\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>\u5f93\u6765\u306e\u30e1\u30cb\u30e5\u30fc\u30d9\u30fc\u30b9\u306e IVR \u306f\u3001\u591a\u304f\u306e\u5834\u5408\u30010 \u307e\u305f\u306f 9 \u3092\u9078\u629e\u3057\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u8a71\u3059\u5834\u5408\u306b\u3001\u305d\u306e\u3059\u3079\u3066\u306e\u30bf\u30c3\u30c1 \u30c8\u30fc\u30f3 \u30aa\u30d7\u30b7\u30e7\u30f3\u3067\u4e0d\u6e80\u3092\u611f\u3058\u3066\u3057\u307e\u3046\u3068\u3044\u3046\u4e8b\u5b9f\u306b\u540c\u610f\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u306f\u3001\u60aa\u3044\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u9ad8\u3044\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30b3\u30b9\u30c8\u3092\u5f15\u304d\u8d77\u3053\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u9759\u7684\u3067\u7121\u8cac\u4efb\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u9867\u5ba2\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u8003\u616e\u306b\u5165\u308c\u3066\u304a\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u65b0\u898f\u307e\u305f\u306f\u5fa9\u5e30\u3057\u305f\u767a\u4fe1\u8005\u306e\u6271\u3044\u65b9\u304c\u7570\u306a\u3063\u3066\u3001\u901a\u8a71\u306e\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u306b\u9069\u5fdc\u3057\u3066\u3044\u306a\u3044\u306a\u3069\u3067\u3059\u3002<\/p>\n<h2><span><br \/>\n  <strong>IVR \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u9769\u3059\u308b\u6700\u65b0\u306e\u9032\u6b69<\/strong><br \/>\n<\/span><\/h2>\n<p>\u6700\u8fd1\u306e\u30b9\u30d4\u30fc\u30c1\u6280\u8853\u3068\u81ea\u7136\u8a00\u8a9e\u306e\u7406\u89e3\u306f\u3001\u9867\u5ba2\u304c Call Centers \u3068\u8a71\u3059 Conversational IVR \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b IVR \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u63db\u3059\u308b\u53ef\u80fd\u6027\u3092\u6301\u3061\u3001\u9759\u7684\u306a\u30c4\u30ea\u30fc\u69cb\u9020\u3092\u30d0\u30a4\u30d1\u30b9\u3057\u3001\u7d42\u4e86\u306e\u30a4\u30f3\u30c6\u30f3\u30c8\u306b\u76f4\u63a5\u79fb\u52d5\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>IVR \u30c8\u30e9\u30d0\u30fc\u30b5\u30eb\u6642\u9593\u304c\u5927\u5e45\u306b\u77ed\u7e2e\u3055\u308c\u308b\u3060\u3051\u3067\u306a\u304f\u3001IVR \u30b9\u30af\u30ea\u30d7\u30c8\u3067\u5229\u7528\u53ef\u80fd\u306a\u30aa\u30d7\u30b7\u30e7\u30f3\u6570\u306b\u5bfe\u3059\u308b\u5f93\u6765\u306e\u5236\u9650\u304c\u5927\u5e45\u306b\u77ed\u7e2e\u3055\u308c\u3001\u73fe\u5728\u3067\u306f\u3001\u4e00\u7a2e\u306e\u53e4\u3044\u30c4\u30ea\u30fc\u306e\u4e2d\u3067\u5fc5\u8981\u306a\u6570\u306e\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u8ffd\u52a0\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001\u9867\u5ba2\u306e\u58f0\u304c\u8a00\u8449\u3092\u8d85\u3048\u308b\u8a71\u3057\u624b\u3067\u3059\u3002 \u611f\u60c5\u3068\u611f\u60c5\u3092\u8868\u73fe\u3057\u3001\u611f\u60c5\u3092\u8fbc\u3081\u3001\u3088\u308a\u826f\u3044\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u6c7a\u5b9a\u3092\u884c\u3046\u306e\u306b\u4f7f\u7528\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u306f\u554f\u984c\u3092\u3088\u308a\u65e9\u304f\u89e3\u6c7a\u3057\u3001\u6700\u3082\u81ea\u7136\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u65b9\u6cd5\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3001\u52b9\u679c\u7684\u306b\u3001\u3088\u308a\u826f\u3044\u9867\u5ba2\u7d4c\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002 \u3092\u9078\u629e\u3057\u307e\u3059\u3002<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/Menubased-IVR.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-305389\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/Menubased-IVR-768x321.png\" alt=\"\u307e\u305f\u3001\u9867\u5ba2\u306e\u58f0\u304c\u8a00\u8449\u3092\u8d85\u3048\u308b\u8a71\u3057\u624b\u3067\u3059\u3002 \u611f\u60c5\u3068\u611f\u60c5\u3092\u8868\u73fe\u3057\u3001\u611f\u60c5\u3092\u8fbc\u3081\u3001\u3088\u308a\u826f\u3044\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u6c7a\u5b9a\u3092\u884c\u3046\u306e\u306b\u4f7f\u7528\u3067\u304d\u307e\u3059\u3002 \u9867\u5ba2\u306f\u554f\u984c\u3092\u3088\u308a\u65e9\u304f\u89e3\u6c7a\u3057\u3001\u6700\u3082\u81ea\u7136\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u65b9\u6cd5\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3001\u52b9\u679c\u7684\u306b\u3001\u3088\u308a\u826f\u3044\u9867\u5ba2\u7d4c\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002 \u3092\u9078\u629e\u3057\u307e\u3059\u3002\" width=\"768\" height=\"321\" \/><br \/>\n<\/a><\/p>\n<h2><strong><br \/>\n  <span>Cisco Call Center\u306e\u5f37\u5316<\/span><br \/>\n<\/strong><\/h2>\n<p>Cisco \u306f Call Center \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u3044\u304f\u3064\u304b\u306e\u30b3\u30f3\u30dd\u30fc\u30cd\u30f3\u30c8\u3092\u4e00\u90e8\u6539\u5584\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>Contact Center Enterprise<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\"> \u306e\u30ea\u30ea\u30fc\u30b9 12.5 <\/a>\u3067\u3001GRPC \u3092\u4f7f\u7528\u3057\u3066 HTTP \u304b\u3089 Dialogflow \u3078\u30cd\u30a4\u30c6\u30a3\u30d6\u306b\u97f3\u58f0\u3092\u30b9\u30c8\u30ea\u30fc\u30df\u30f3\u30b0\u3059\u308b\u4eee\u60f3\u97f3\u58f0\u30d6\u30e9\u30a6\u30b6\u30fc (VVB) \u6a5f\u80fd\u3092\u5f37\u5316\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>\u958b\u767a\u3057\u305f <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\">\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3\u306f\u3001\u4ed6\u306e\u7c21\u5358\u306a\u30a2\u30c0\u30d7\u30bf\u3092\u8ffd\u52a0\u3059\u308b\u5834\u5408\u3084\u3001Contact Center Express<\/a> \u3068\u4ee5\u524d\u306e\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2 \u30ea\u30ea\u30fc\u30b9\u306b\u9069\u7528\u3055\u308c\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u3092\u6301\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/SelfService.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-medium_large wp-image-305390\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/SelfService-768x357.png\" alt=\"\u30c7\u30fc\u30bf \u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b Conversation IVR \u3092\u6301\u3064 Innovative Call Centers\" width=\"768\" height=\"357\" \/><br \/>\n<\/a><\/p>\n<p>\u81ea\u7136\u8a00\u8a9e\u306b\u9069\u7528\u3055\u308c\u308b\u81ea\u7136\u306a\u8a00\u8a9e\u6280\u8853\u306e\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306b\u3088\u308a\u3001\u63d0\u6848\u3055\u308c\u305f\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3\u3092\u7406\u89e3\u3059\u308b\u3068\u3001\u3042\u3089\u3086\u308b\u898f\u6a21\u304a\u3088\u3073\u3042\u3089\u3086\u308b\u3042\u3089\u3086\u308b\u898f\u6a21\u306e\u4f01\u696d\u306e\u30d3\u30b8\u30cd\u30b9\u30d7\u30ed\u30bb\u30b9\u3092\u5927\u5e45\u306b\u5f37\u5316\u3059\u308b\u3001\u7121\u9650\u306e\u53ef\u80fd\u6027\u304c\u5f97\u3089\u308c\u308b\u306e\u3067\u3059\u30021 \u3064\u306e\u5236\u9650\u304c\u3042\u308a\u307e\u3059\u30e6\u30fc\u30b6\u30fc\u306e\u5275\u9020\u6027\u3092\u4f7f\u7528\u3057\u3066\u3001\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u306b\u6280\u8853\u3092\u9069\u7528\u3057\u307e\u3059\u3002<\/p>\n<h2><strong><br \/>\n  <span>\u4f7f\u7528\u4e8b\u4f8b\u00a0<\/span><br \/>\n<\/strong><\/h2>\n<p>Cisco Voice Portal (CVP) \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2 \u30ea\u30ea\u30fc\u30b9 12.5 <strong><\/strong> <strong>  <\/strong>\u306f\u3001\u4f1a\u8a71\u30e1\u30c7\u30a3\u30a2\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u3001Google Cloud \u3067\u306e\u30d3\u30b8\u30cd\u30b9 \u30ed\u30b8\u30c3\u30af\u3068\u30a4\u30f3\u30c6\u30f3\u30c8\u306e\u51e6\u7406\u3092\u9000\u51fa\u3059\u308b\u3088\u3046\u306b\u69cb\u6210\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u307e\u305f\u306f\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u306e\u30c0\u30a4\u30a2\u30ed\u30b0\u7ba1\u7406\u306e\u9078\u629e\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4ee3\u308f\u308a\u306b\u3001\u30c0\u30a4\u30a2\u30ed\u30b0\u7ba1\u7406\u3001\u30d3\u30b8\u30cd\u30b9 \u30ed\u30b8\u30c3\u30af\u3001\u30a4\u30f3\u30c6\u30f3\u30c8\u51e6\u7406\u3092\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u3067\u7dad\u6301\u3059\u308b\u3053\u3068\u306f\u53ef\u80fd\u3067\u3059\u3002 Cisco Call Studio \u3067\u306f\u3001\u65e2\u5b58\u306e\u30b5\u30fc\u30c9\u30d1\u30fc\u30c6\u30a3\u30a4\u30f3\u30c6\u30b0\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u4fdd\u6301\u3057\u3001\u9ad8\u5ea6\u306a\u30b9\u30d4\u30fc\u30c1\u8a8d\u8b58\u3001\u81ea\u7136\u8a00\u8a9e\u7406\u89e3\u3001\u30b9\u30d4\u30fc\u30c1\u306b\u5bfe\u3057\u3066 Google \u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u6b21\u306b\u793a\u3059\u306e\u306f\u3001GoogleDF \u306b\u8a2d\u8a08\u3055\u308c\u305f\u30b7\u30f3\u30d7\u30eb\u306a\u9280\u884c\u81ea\u52d5\u5316\u30dc\u30c3\u30c8\u306e\u6982\u5ff5\u306e\u8a3c\u660e\u3067\u3059\u3002\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u3067\u30c0\u30a4\u30a2\u30ed\u30b0\u7ba1\u7406\u3068\u5bfe\u8a71\u3057\u307e\u3059\u3002\u3053\u308c\u306f Cisco Call Studio \u3067\u30b3\u30fc\u30c9\u5316\u3055\u308c\u300112.5 \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u5f37\u5316\u3092\u7406\u89e3\u3059\u308b\u4e0a\u3067\u975e\u5e38\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p><strong>\u30d3\u30c7\u30aa\u3092\u8996\u8074\u3059\u308b\uff1a\u00a0<\/strong><\/p>\n<p>https:\/\/youtu.be\/CzMYjnteHBM \u3053\u308c\u306f\u3001Call Studio \u3067\u30c0\u30a4\u30a2\u30ed\u30b0\u7ba1\u7406\u3092\u7dad\u6301\u3059\u308b\u3068\u304d\u306b\u3001\u30d3\u30c7\u30aa\u3067\u4f7f\u7528\u3055\u308c\u308b\u8ad6\u7406\u7684\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3\u3067\u3059\u3002<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/08_02_03.jpg\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-305903 size-full\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/08_02_03.jpg\" alt=\"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers\" width=\"640\" height=\"332\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u6700\u5f8c\u306b\u3001Cisco \u306f\u30af\u30e9\u30a6\u30c9\u3078\u306e\u79fb\u884c\u306e\u5b9f\u65bd\u304a\u3088\u3073\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u306e\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u3068\u30af\u30e9\u30a6\u30c9\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u3092\u6301\u3061\u3001\u30af\u30e9\u30a6\u30c9\u3078\u306e\u79fb\u884c\u3068\u3001\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u5168\u4f53\u306e\u4e07\u80fd\u304b\u3064\u30aa\u30fc\u30d7\u30f3\u3067\u4e00\u8cab\u6027\u306e\u3042\u308b\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3\u306b\u5bfe\u3059\u308b\u9700\u8981\u3092\u30ab\u30d0\u30fc\u3057\u3066\u3044\u307e\u3059\u3002\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u304a\u3088\u3073\u30af\u30e9\u30a6\u30c9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u65e2\u5b58\u306e\u9867\u5ba2\u306e\u5927\u898f\u6a21\u306a\u57fa\u76e4\u3078\u30b9\u30e0\u30fc\u30ba\u306a\u79fb\u884c\u3092\u53ef\u80fd\u306b\u3057\u3001\u540c\u6642\u306b\u4e00\u8cab\u3057\u305f\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u3068\u30b2\u30fc\u30c8\u30a6\u30a7\u30a4\u3092\u8ffd\u52a0\u3059\u308b\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u4e00\u8cab\u3057\u3066\u4e0e\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n<blockquote><p><a href=\"https:\/\/www.ciscolive.com\/emea\/learn\/sessions\/content-catalog.html?search=%20PSOCOL-1317#\/\">Cisco Live \u3067\u79c1\u306e\u30bb\u30c3\u30b7\u30e7\u30f3\u306b\u53c2\u52a0\u3059\u308b<\/a><\/p><\/blockquote>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/cisco-live-barcelone.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-305729\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/cisco-live-barcelone.png\" alt=\"Contact Center \u30d3\u30b8\u30cd\u30b9\u306f\u3001\u6280\u8853\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u306e\u5411\u4e0a\u3001\u307b\u3068\u3093\u3069\u306e\u4f01\u696d\u304c\u8a55\u4fa1\u3059\u308b\u65b0\u3057\u3044\u6d88\u8cbb\u30e2\u30c7\u30eb\u306b\u3088\u3063\u3066\u5b9f\u884c\u3055\u308c\u308b\u4e00\u9023\u306e\u975e\u5e38\u306b\u91cd\u8981\u306a\u5909\u66f4\u3092\u884c\u3063\u3066\u3044\u307e\u3059\u3002 \u6280\u8853\u306e\u89d2\u5ea6\u304b\u3089\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b IT \u30b3\u30b9\u30c8\u3092\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u30c4\u30fc\u30eb\u306b\u5909\u3048\u3001\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u306e\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u3068\u54c1\u8cea\u3092\u9ad8\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u3001\u5f93\u6765\u306e\u5f79\u5272\u3092\u65b0\u3057\u3044\u5f79\u5272\u306b\u7d44\u307f\u5165\u308c\u3055\u3048\u3082\u3001\u5f93\u6765\u578b\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u30b3\u30b0\u30cb\u30c6\u30a3\u30d6\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u5909\u3048\u308b\u3068\u3044\u3046\u3001\u5927\u304d\u306a\u7591\u5ff5\u304c\u3042\u308a\u307e\u3059\u3002 \u9867\u5ba2\u9867\u554f\u30b5\u30fc\u30d3\u30b9\u3068\u30b3\u30f3\u30b5\u30eb\u30bf\u30f3\u30c8\u3002 \" width=\"433\" height=\"227\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<hr \/>\n<p><strong>\u8a73\u7d30 YouTube<\/strong>  \u306e\u30d3\u30c7\u30aa: <a href=\"https:\/\/youtu.be\/CzMYjnteHBM\">\u30b3\u30fc\u30eb \u30bb\u30f3\u30bf\u30fc\u306e Cisco \u5fc5\u8981\u6761\u4ef6:: \u30c1\u30e3\u30c3\u30c8\u7ffb\u8a33\u30a2\u30b7\u30b9\u30bf\u30f3\u30b9<\/a>  SalesConnect \u4e0a\u306e\u30d3\u30c7\u30aa: <a href=\"https:\/\/salesconnect.cisco.com\/#\/content-detail\/e8510d8b-4f2e-4e2e-bce9-c763819c3d4e\">\u30b3\u30fc\u30eb \u30bb\u30f3\u30bf\u30fc\u306e Cisco \u5fc5\u8981\u6761\u4ef6:: \u30c1\u30e3\u30c3\u30c8\u7ffb\u8a33\u306e\u30a2\u30b7\u30b9\u30bf\u30f3\u30b9<\/a>  Cisco \u30d6\u30ed\u30b0: <a href=\"https:\/\/blogs.cisco.com\/developer\/hybrid-chat-challenge-winner\">Cisco \u30b8\u30e3\u30fc\u30cb\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9 \u30c1\u30e3\u30c3\u30c8<\/a>  Cisco \u30d6\u30ed\u30b0: <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-artificial-intelligence-journey-in-contact-centers\">Contact Centers \u306e\u5fc5\u8981\u306a\u60c5\u5831\u63d0\u4f9bCisco<\/a>  \u30d6\u30ed\u30b0: <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-and-google-future-of-work\">Cisco \u3068 GoogleCisco \u30d6\u30ed\u30b0\u306e\u5c06\u6765<\/a>  \u306e\u4f5c\u696d: <a href=\"https:\/\/blogs.cisco.com\/developer\/web-mobile-on-prem-solution\">\u30a6\u30a7\u30d6\u304a\u3088\u3073\u30e2\u30d0\u30a4\u30eb\u306e\u4e8b\u524d\u306b\u30a4\u30f3\u30b9\u30c8\u30fc\u30eb\u3055\u308c\u305f\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u6700\u5927\u5316<\/a>  Google: <a href=\"https:\/\/cloud.google.com\/blog\/products\/ai-machine-learning\/contact-center-ai-now-ga?utm_source=linkedin&#038;utm_medium=unpaidsocial&#038;utm_campaign=googlecloud-SAother-notrelevant&#038;utm_content=productlaunchandupdate&#038;linkId=77041571\">Contact Center AI \u3067\u6700\u3082\u512a\u308c\u305f\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u304f\u3060\u3055\u3044\u3002GA<\/a><\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contact Center \u30d3\u30b8\u30cd\u30b9\u3067\u306f\u3001\u6280\u8853\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u793e\u4f1a\u5909\u9769\u3001\u65b0\u3057\u3044\u6d88\u8cbb\u30e2\u30c7\u30eb\u306e\u8a55\u4fa1\u306b\u3088\u3063\u3066\u3001\u4e00\u9023\u306e\u975e\u5e38\u306b\u91cd\u8981\u306a\u5909\u66f4\u304c\u884c\u3051\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n","protected":false},"author":5447,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584,8018],"tags":[12606,10986,1887,12065,8024,8661,12607,1893,1888,4709,1890,8166,4833,4758],"class_list":{"0":"post-387689","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"hentry","6":"category-customer-experience","7":"category-collaboration","8":"tag-ai-","9":"tag-ccaas-ja","10":"tag-cisco-contact-center-ja","11":"tag-cisco-","13":"tag-contact-center-","14":"tag-12607","15":"tag-1893","16":"tag-1888","17":"tag-4709","18":"tag-1890","19":"tag-8166","20":"tag-4833","21":"tag-4758"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers | 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\/ja\/customer-experience\/\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71-ivr-\u3092\u6301\u3064-innovative-call-centers\/\" \/>\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Contact Center \u30d3\u30b8\u30cd\u30b9\u3067\u306f\u3001\u6280\u8853\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u793e\u4f1a\u5909\u9769\u3001\u65b0\u3057\u3044\u6d88\u8cbb\u30e2\u30c7\u30eb\u306e\u8a55\u4fa1\u306b\u3088\u3063\u3066\u3001\u4e00\u9023\u306e\u975e\u5e38\u306b\u91cd\u8981\u306a\u5909\u66f4\u304c\u884c\u3051\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/ja\/customer-experience\/\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71-ivr-\u3092\u6301\u3064-innovative-call-centers\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2019-12-10T18:15:07+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\" \/>\n<meta name=\"author\" content=\"Massimiliano Caranzano\" \/>\n<meta name=\"twitter:label1\" content=\"\u57f7\u7b46\u8005\" \/>\n\t<meta name=\"twitter:data1\" content=\"Massimiliano Caranzano\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/\"},\"author\":{\"name\":\"Massimiliano Caranzano\",\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/a3e2e6f68b0e305cb4d0ebb6b89e3e13\"},\"headline\":\"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers\",\"datePublished\":\"2019-12-10T18:15:07+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/\"},\"wordCount\":83,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\",\"keywords\":[\"Ai \u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\",\"CCaaS\",\"Cisco Contact Center\",\"Cisco \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\",\"Cisco \u30d6\u30ed\u30b0\",\"Contact Center \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\",\"\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\",\"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\",\"\u30af\u30e9\u30a6\u30c9\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\",\"\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\",\"\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\",\"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\",\"\u30b7\u30b9\u30b3 \u30b3\u30fc\u30eb \u30bb\u30f3\u30bf\u30fc\",\"\u4eba\u5de5\u77e5\u80fd\"],\"articleSection\":[\"\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\",\"\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\"],\"inLanguage\":\"ja\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/\",\"url\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/\",\"name\":\"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers | Webex Blog\",\"isPartOf\":{\"@id\":\"https:\/\/blog.webex.com\/es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\",\"datePublished\":\"2019-12-10T18:15:07+00:00\",\"author\":{\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/a3e2e6f68b0e305cb4d0ebb6b89e3e13\"},\"breadcrumb\":{\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#breadcrumb\"},\"inLanguage\":\"ja\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ja\",\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage\",\"url\":\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\",\"contentUrl\":\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/blog.webex.com\/ja\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/blog.webex.com\/es\/#website\",\"url\":\"https:\/\/blog.webex.com\/es\/\",\"name\":\"Webex Blog\",\"description\":\"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/blog.webex.com\/es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ja\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/a3e2e6f68b0e305cb4d0ebb6b89e3e13\",\"name\":\"Massimiliano Caranzano\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ja\",\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g\",\"caption\":\"Massimiliano Caranzano\"},\"description\":\"Massimiliano Caranzano is part of the EMEAR Collaboration team and oversees ecosystem partners and Customer Journey Solutions. Massimiliano has been with Cisco for 22 years working as system engineer in Italy in both Enterprise and Service Providers teams, EMEA consultant, EMEA business development manager, advanced technologies Marketing manager for commercial market in Europe, Advanced Technologies Channel Leader for European and Emerging theatres, head of Collaboration partner organization EUROPE and senior manager in the World Wide Collaboration team. Prior to joining Cisco, Massimiliano spent 2 years in the networking business working for the research center of Telecom Italia and previously was a researcher at University of Genova in the department of Telecommunication and Data networks. Massimiliano has a Bachelor of Science degree in Electronic Engineering from the University of Genova, Italy.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/massimilianocaranzano\/\"],\"url\":\"https:\/\/blog.webex.com\/ja\/contributors\/massimilianocaranzano\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers | Webex Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.webex.com\/ja\/customer-experience\/\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71-ivr-\u3092\u6301\u3064-innovative-call-centers\/","og_locale":"ja_JP","og_type":"article","og_title":"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers | Webex Blog","og_description":"Contact Center \u30d3\u30b8\u30cd\u30b9\u3067\u306f\u3001\u6280\u8853\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u793e\u4f1a\u5909\u9769\u3001\u65b0\u3057\u3044\u6d88\u8cbb\u30e2\u30c7\u30eb\u306e\u8a55\u4fa1\u306b\u3088\u3063\u3066\u3001\u4e00\u9023\u306e\u975e\u5e38\u306b\u91cd\u8981\u306a\u5909\u66f4\u304c\u884c\u3051\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u3066\u304f\u3060\u3055\u3044\u3002","og_url":"https:\/\/blog.webex.com\/ja\/customer-experience\/\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71-ivr-\u3092\u6301\u3064-innovative-call-centers\/","og_site_name":"Webex Blog","article_published_time":"2019-12-10T18:15:07+00:00","og_image":[{"url":"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png","type":"","width":"","height":""}],"author":"Massimiliano Caranzano","twitter_misc":{"\u57f7\u7b46\u8005":"Massimiliano Caranzano"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#article","isPartOf":{"@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/"},"author":{"name":"Massimiliano Caranzano","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/a3e2e6f68b0e305cb4d0ebb6b89e3e13"},"headline":"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers","datePublished":"2019-12-10T18:15:07+00:00","mainEntityOfPage":{"@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/"},"wordCount":83,"commentCount":0,"image":{"@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage"},"thumbnailUrl":"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png","keywords":["Ai \u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9","CCaaS","Cisco Contact Center","Cisco \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9","Cisco \u30d6\u30ed\u30b0","Contact Center \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2","\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2","\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2","\u30af\u30e9\u30a6\u30c9\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc","\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3","\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc","\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc","\u30b7\u30b9\u30b3 \u30b3\u30fc\u30eb \u30bb\u30f3\u30bf\u30fc","\u4eba\u5de5\u77e5\u80fd"],"articleSection":["\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9","\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3"],"inLanguage":"ja","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/","url":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/","name":"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers | Webex Blog","isPartOf":{"@id":"https:\/\/blog.webex.com\/es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage"},"image":{"@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage"},"thumbnailUrl":"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png","datePublished":"2019-12-10T18:15:07+00:00","author":{"@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/a3e2e6f68b0e305cb4d0ebb6b89e3e13"},"breadcrumb":{"@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#breadcrumb"},"inLanguage":"ja","potentialAction":[{"@type":"ReadAction","target":["https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/"]}]},{"@type":"ImageObject","inLanguage":"ja","@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#primaryimage","url":"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png","contentUrl":"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2019\/12\/customer-experience.png"},{"@type":"BreadcrumbList","@id":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%83%87%e3%83%bc%e3%82%bf%e6%80%a7%e3%81%ab%e3%82%88%e3%82%8a%e6%8f%90%e4%be%9b%e3%81%95%e3%82%8c%e3%82%8b%e4%bc%9a%e8%a9%b1-ivr-%e3%82%92%e6%8c%81%e3%81%a4-innovative-call-centers\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/blog.webex.com\/ja\/"},{"@type":"ListItem","position":2,"name":"\u30c7\u30fc\u30bf\u6027\u306b\u3088\u308a\u63d0\u4f9b\u3055\u308c\u308b\u4f1a\u8a71 IVR \u3092\u6301\u3064 Innovative Call Centers"}]},{"@type":"WebSite","@id":"https:\/\/blog.webex.com\/es\/#website","url":"https:\/\/blog.webex.com\/es\/","name":"Webex Blog","description":"Webex by Cisco powers collaboration through industry-leading video conferencing, cloud calling and contact center solutions","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/blog.webex.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"ja"},{"@type":"Person","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/a3e2e6f68b0e305cb4d0ebb6b89e3e13","name":"Massimiliano Caranzano","image":{"@type":"ImageObject","inLanguage":"ja","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/078ced4dbe4a375c2be790beb2cd78dc7bbe16f2a60449cf506d416c70a470f5?s=96&d=wp_user_avatar&r=g","caption":"Massimiliano Caranzano"},"description":"Massimiliano Caranzano is part of the EMEAR Collaboration team and oversees ecosystem partners and Customer Journey Solutions. Massimiliano has been with Cisco for 22 years working as system engineer in Italy in both Enterprise and Service Providers teams, EMEA consultant, EMEA business development manager, advanced technologies Marketing manager for commercial market in Europe, Advanced Technologies Channel Leader for European and Emerging theatres, head of Collaboration partner organization EUROPE and senior manager in the World Wide Collaboration team. Prior to joining Cisco, Massimiliano spent 2 years in the networking business working for the research center of Telecom Italia and previously was a researcher at University of Genova in the department of Telecommunication and Data networks. Massimiliano has a Bachelor of Science degree in Electronic Engineering from the University of Genova, Italy.","sameAs":["https:\/\/www.linkedin.com\/in\/massimilianocaranzano\/"],"url":"https:\/\/blog.webex.com\/ja\/contributors\/massimilianocaranzano\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/posts\/387689","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/users\/5447"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/comments?post=387689"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/posts\/387689\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/media?parent=387689"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/categories?post=387689"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/ja\/wp-json\/wp\/v2\/tags?post=387689"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}