{"id":388313,"date":"2020-01-27T10:09:24","date_gmt":"2020-01-27T18:09:24","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/cisco-contact-center-%e3%83%9d%e3%83%bc%e3%83%88%e3%83%95%e3%82%a9%e3%83%aa%e3%82%aa-%e9%a1%a7%e5%ae%a2%e3%81%a8%e3%82%a8%e3%83%bc%e3%82%b8%e3%82%a7%e3%83%b3%e3%83%88%e3%81%ae%e3%82%a8%e3%82%af\/"},"modified":"2020-01-27T10:09:24","modified_gmt":"2020-01-27T18:09:24","slug":"cisco-contact-center-%e3%83%9d%e3%83%bc%e3%83%88%e3%83%95%e3%82%a9%e3%83%aa%e3%82%aa-%e9%a1%a7%e5%ae%a2%e3%81%a8%e3%82%a8%e3%83%bc%e3%82%b8%e3%82%a7%e3%83%b3%e3%83%88%e3%81%ae%e3%82%a8%e3%82%af","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/cisco-contact-center-%e3%83%9d%e3%83%bc%e3%83%88%e3%83%95%e3%82%a9%e3%83%aa%e3%82%aa-%e9%a1%a7%e5%ae%a2%e3%81%a8%e3%82%a8%e3%83%bc%e3%82%b8%e3%82%a7%e3%83%b3%e3%83%88%e3%81%ae%e3%82%a8%e3%82%af\/","title":{"rendered":"Cisco Contact Center \u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa: \u9867\u5ba2\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u9769\u3059\u308b"},"content":{"rendered":"<p class=\"paragraph\"><span class=\"normaltextrun\">\u4eca\u3067\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30b5\u30a4\u30ba\u306e\u4f01\u696d\u306b\u3068\u3063\u3066\u3001\u512a\u308c\u305f\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u63d0\u4f9b\u304c\u6700\u3082\u91cd\u8981\u3067\u3059\u3002 \u00a0\u5f53\u793e\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u30d6\u30e9\u30f3\u30c9\u304c\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u8a8d\u8b58\u3059\u308b\u65b9\u6cd5\u3068\u9867\u5ba2\u304c\u540c\u3058\u30b5\u30fc\u30d3\u30b9\u3092\u8a8d\u8b58\u3059\u308b\u65b9\u6cd5\u306e\u9593\u3067\u300110\u500d\u306e\u8ddd\u96e2\u304c\u898b\u3064\u304b\u3063\u305f\u3002\u00a0 362\u793e\u306e\u8abf\u67fb\u3067\u306f\u3001\u4f01\u696d\u306e80%\u304c\u300c\u512a\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u300d\u3092\u63d0\u4f9b\u3057\u305f\u3068\u4fe1\u3058\u3066\u3044\u305f\u304c\u3001\u540c\u793e\u306e\u9867\u5ba2\u306e\u308f\u305a\u304b8%\u304c\u300c\u512a\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u300d\u3092\u63d0\u4f9b\u3059\u308b\u3068\u4fe1\u3058\u3066\u3044\u305f\u3002\u00a0 \u3053\u306e\u5de8\u5927\u306a\u30ae\u30e3\u30c3\u30d7\u306f\u3001\u4f01\u696d\u304c\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u65b9\u6cd5\u306e\u69cb\u7bc9\u306b\u5927\u304d\u306a\u6295\u8cc7\u3092\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u00a0 \u5f53\u793e\u306b\u3088\u308b700\u540d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u5f79\u54e1\u3092\u5bfe\u8c61\u306b\u3057\u305f700<\/span> <a href=\"https:\/\/www.cisco.com\/go\/cc\"><\/a> \u540d\u306e\u8abf\u67fb\u3067\u306f\u300179%\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u304c\u30d3\u30b8\u30cd\u30b9\u7d50\u679c\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u305f\u3068\u5224\u65ad\u3057\u307e\u3057\u305f\u3002\u00a0 \u5b9f\u969b\u3001\u591a\u304f\u306e\u4f01\u696d\u306b\u304a\u3044\u3066\u3001Net Score (NPS) \u306a\u3069\u306e\u9867\u5ba2\u7d4c\u9a13\u306e\u6e2c\u5b9a\u306f\u3001\u30a8\u30b0\u30bc\u30af\u30c6\u30a3\u30d6\u306e\u5831\u916c\u306b\u652f\u6255\u3046\u624b\u6bb5\u3092\u4f5c\u3063\u3066\u3044\u307e\u3059\u3002\u00a0 \u305d\u306e\u3059\u3079\u3066\u304c\u696d\u754c\u306e\u5927\u304d\u306a\u5909\u5316\u3092\u751f\u307f\u51fa\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p class=\"paragraph\">\u3053\u308c\u306f\u3001\u8ab0\u306b\u3082\u9a5a\u304b\u3055\u308c\u308b\u306f\u305a\u306a\u306e\u3067\u3057\u3087\u3046\u3002 \u3057\u304b\u3057\u5b9f\u969b\u306e\u8cea\u554f\u306f\u3001\u300c\u5f53\u793e\u304c\u671b\u3080\u7d50\u679c\u3092\u751f\u307f\u51fa\u3059\u4e0a\u3067\u3001\u305d\u308c\u3089\u306e\u7d4c\u9a13\u3092\u3069\u306e\u3088\u3046\u306b\u3057\u3066\u4f5c\u308a\u4e0a\u3081\u308b\u304b\u300d\u3067\u3059\u3002 \u79c1\u306e\u30c1\u30fc\u30e0\u306f\u3053\u308c\u3089\u30c1\u30fc\u30e0\u3068\u306e\u4f1a\u8a71\u3067\u3042\u308a\u3001\u304a\u5ba2\u69d8\u306e\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u3092\u3088\u308a\u826f\u304f\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u304a\u5ba2\u69d8\u3068\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u884c\u3063\u3066\u3044\u307e\u3059\u3002\u00a0 Cisco \u3067\u306f\u3001\u5f93\u696d\u54e1\u304b\u3089\u59cb\u307e\u308b\u306e\u304c\u5185\u90e8\u304b\u3089\u59cb\u307e\u308b\u3068\u4fe1\u3058\u3066\u3044\u307e\u3059\u3002 <span class=\"normaltextrun\">\u5f93\u696d\u54e1\u3092\u697d\u3057\u304f\u3057\u3001\u30a8\u30f3\u30d1\u30ef\u30e1\u30f3\u30c8\u3059\u308b\u3068\u3001\u9867\u5ba2\u304c\u81ea\u5206\u306e\u4f1a\u793e\u306b\u3064\u3044\u3066\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u308b\u304b\u3067\u306f\u30c9 Domino \u52b9\u679c\u304c\u3042\u308a\u307e\u3059\u3002\u7d50\u679c\u3068\u3057\u3066\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3001\u7e70\u308a\u8fd4\u3057\u30d3\u30b8\u30cd\u30b9\u3001\u304a\u3088\u3073 NPS \u306e\u6539\u5584\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/span><\/p>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u3053\u308c\u304c\u3001\u672c\u65e5 <\/span><a href=\"https:\/\/www.ciscolive.com\/emea.html\">\u306e Cisco Live in \u6a5f\u80fd\u62e1\u5f35\u306b\u95a2\u3059\u308b\u544a\u77e5\u3092\u3046\u3051\u3068\u3046\u3054<\/a><span class=\"normaltextrun\"> \u3046\u3054\u3046\u601d\u3044\u307e\u3059\u3002 \u00a0\u5f53\u793e\u3067\u306f\u3001\u304a\u5ba2\u69d8\u304c\u512a\u308c\u305f\u52b9\u7387\u6027\u3068\u9867\u5ba2\u306e\u6d1e\u5bdf\u3092\u5f97\u3089\u308c\u308b\u306e\u306b\u5f79\u7acb\u3064\u591a\u304f\u306e\u65b0\u6a5f\u80fd\u3092\u5c0e\u5165\u3057\u3001\u5927\u898f\u6a21\u306a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u30af\u30e9\u30a6\u30c9\u306b\u79fb\u52d5\u3059\u308b\u305f\u3081\u306e\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30d1\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002 <\/span><\/p>\n<h2><span><br \/>\n  <strong>\u30a2\u30ca\u30a6\u30f3\u30b9\u306e\u30cf\u30a4\u30e9\u30a4\u30c8<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li>Voicea \u3068 Google Cloud \u306e Contact Center AI \u3092\u5229\u7528\u3057\u3066\u65b0\u3057\u3044\u30b3\u30b0\u30cb\u30c6\u30a3\u30d6\u6a5f\u80fd\u3092\u7d44\u307f\u8fbc\u307f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u300c\u30b9\u30fc\u30d1\u30fc\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u300d\u306b\u5909\u66f4\u3057\u307e\u3059\u3002<\/li>\n<li><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\u3001Cisco Contact Center \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3068\u72ec\u81ea\u306e\u7d71\u5408\u3092\u53ef\u80fd\u306b\u3057\u305f\u65b0\u3057\u3044\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/li>\n<li><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center-enterprise\/index.html\">\u5927\u4f01\u696d\u5411\u3051\u30af\u30e9\u30a6\u30c9\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3042\u308bWebex Contact Center Enterprise<\/a>\u304c\u30b0\u30ed\u30fc\u30d0\u30eb\u306b\u5c55\u958b\u3057\u307e\u3057\u305f\u3002<\/li>\n<li>Unified Contact Center <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\">Enterprise<\/a>  <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\">and Express<\/a> \u5411\u3051\u6700\u65b0\u304a\u3088\u3073\u6700\u5927\u30ea\u30ea\u30fc\u30b9 12.5 \u30ea\u30ea\u30fc\u30b9 12.5 \u304c\u5229\u7528\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u306f Voicea (\u30d5\u30a3\u30fc\u30eb\u30c9 \u30c8\u30e9\u30a4\u30a2\u30eb) \u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8 \u30c7\u30b9\u30af\u30c8\u30c3\u30d7\u306e\u7d71\u5408\u3084 Webex \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u8aac\u5f97\u529b\u306e\u3042\u308b\u6a5f\u80fd\u304c\u542b\u307e\u308c\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>AI \u3092\u4f5c\u6210\u3057\u3066\u300c\u30b9\u30fc\u30d1\u30fc \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u300d\u3092\u4eee\u60f3\u3059\u308b<\/strong><br \/>\n<\/span><\/h2>\n<p>Global Data\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u6e80\u8db3\u5ea6\u304c\u5411\u4e0a\u3057\u3001\u62c5\u5f53\u8005\u306e\u914d\u7f6e\u304c\u524a\u6e1b\u3055\u308c\u305f\u306e\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b AI \u6280\u8853\u3092\u5c0e\u5165\u3059\u308b\u6700\u5927\u306e\u30e1\u30ea\u30c3\u30c8\u3060\u3063\u305f\u3002 \u3055\u3089\u306b\u3001\u65b0\u3057\u3044\u30ea\u30bd\u30fc\u30b9\u3092\u30aa\u30f3\u30dc\u30fc\u30c7\u30a3\u30f3\u30b0\u3059\u308b\u30b3\u30b9\u30c8\u306f\u9ad8\u304f\u3001\u901a\u5e38\u306f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c810,000~20,000\u30c9\u30eb\u306e\u9593\u3067\u5897\u52a0\u3057\u307e\u3059\u3002\u00a0 \u3053\u306e\u305f\u3081\u3001Cisco \u306f\u30e6\u30fc\u30b6\u30fc\u306e\u65e5\u5e38\u7684\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u30e6\u30fc\u30b6\u30fc\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u751f\u307f\u51fa\u3057\u3001\u7c21\u5358\u3067\u751f\u7523\u7684\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002 \u3053\u308c\u306b\u3088\u308a\u3001\u3088\u308a\u751f\u7523\u6027\u306e\u9ad8\u3044\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u751f\u3058\u3001\u62c5\u5f53\u8005\u306e\u4f5c\u696d\u304c\u5c11\u306a\u304f\u306a\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306f\u5411\u4e0a\u3057\u307e\u3059\u3002 \u5f53\u793e\u304c\u3053\u308c\u3092\u9054\u6210\u3059\u308b\u65b9\u6cd5\u306e 1 \u3064\u306f\u3001\u5f53\u793e\u306e\u7d71\u5408 AI \u6a5f\u80fd\u3092 Voicea <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-google-ai\">\u306e\u3088\u3046\u306a\u6700\u8fd1\u306e\u53d6\u5f97\u306b\u3088\u308a\u7d44\u307f\u5408\u308f\u305b\u305f\u6700\u9069\u306a\u7a2e\u985e\u306e\u6280\u8853\u3068\u3001Google Cloud \u306e Contact Center AI<\/a>\u306a\u3069\u306e\u6700\u9ad8\u30af\u30e9\u30b9\u306e\u30d1\u30fc\u30c8\u30ca\u30fc\u6280\u8853\u3092\u7d44\u307f\u5408\u308f\u305b\u305f\u6280\u8853\u3067\u3059\u3002<\/p>\n<p>\u305f\u3068\u3048\u3070\u3001\u5f53\u793e\u306e\u65b0\u3057\u3044 Voicea \u7d71\u5408\u306f\u3001\u6b63\u78ba\u306a\u97f3\u58f0\u5408\u6210\u6280\u8853\u3092\u5229\u7528\u3057\u3066\u3001\u901a\u8a71\u306e\u30c8\u30e9\u30f3\u30b9\u30af\u30ea\u30d7\u30c8\u3068\u30b5\u30de\u30ea\u30fc\u3092\u63d0\u4f9b\u3057\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u901a\u8a71\u3092\u307e\u3068\u3081\u308b\u306e\u3092\u81ea\u52d5\u5316\u3057\u3066\u3001\u6642\u9593\u3092\u7bc0\u7d04\u3057\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u9805\u76ee\u304c\u53d6\u308a\u6271\u3048\u306a\u3055\u308c\u3066\u3044\u306a\u3044\u306e\u3092\u78ba\u8a8d\u3057\u307e\u3059\u3002 \u3055\u3089\u306b\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u304c\u3059\u3079\u3066\u306e\u9867\u5ba2\u60c5\u5831\u3092 1 \u304b\u6240\u306b\u96c6\u3081\u3001\u901a\u8a71\u306e\u30cf\u30a4\u30e9\u30a4\u30c8\u304c CRM \u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3068\u81ea\u52d5\u7684\u306b\u540c\u671f\u3067\u304d\u308b\u3088\u3046\u8a2d\u5b9a\u3057\u307e\u3057\u305f\u3002<\/p>\n<p>\u5f53\u793e\u306e AI \u5bfe\u5fdc\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u6a5f\u80fd\u306f\u3001Google Dialogflow \u3067\u69cb\u7bc9\u3055\u308c\u3001AI \u3068 NLU \u3092\u5229\u7528\u3057\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u9867\u5ba2\u306e\u4e21\u65b9\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6539\u5584\u3057\u307e\u3059\u3002 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306b\u30b3\u30fc\u30eb\u30a4\u30f3\u3059\u308b\u9867\u5ba2\u306f\u3001\u30b7\u30f3\u30d7\u30eb\u306a\u30ea\u30af\u30a8\u30b9\u30c8\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u51e6\u7406\u3059\u308b\u305f\u3081\u306b\u3001\u3088\u308a\u76f4\u611f\u7684\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u697d\u3057\u3081\u3001IVR \u307e\u305f\u306f\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u307e\u305f\u306f\u30d0\u30fc\u30c1\u30e3\u30eb \u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u306b\u3088\u3063\u3066\u5bb9\u6613\u306b\u51e6\u7406\u3067\u304d\u308b\u7e70\u308a\u8fd4\u3057\u3068\u5e73\u51e1\u306a\u30bf\u30b9\u30af\u304c\u89e3\u653e\u3055\u308c\u307e\u3059\u3002\u00a0<strong><br \/>\n  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-global-contact-center-survey-2020-reveals-cloud-transition-and-customer-experience-business-needs\">Cisco \u306f\u3001Intelligent Contact Center 2020 \u306b\u5bfe\u3057\u3066 Arev \u306e\u4e16\u754c\u3067\u30ea\u30fc\u30c0\u30fc\u3068\u3057\u3066\u8b58\u5225\u3055\u308c\u307e\u3059<\/a><br \/>\n<\/strong><\/p>\n<h2><span><br \/>\n  <strong>\u3042\u306a\u305f\u306e\u9867\u5ba2\u3092\u3069\u306e\u65b9\u6cd5\u3067\u77e5\u3063\u3066\u3044\u307e\u3059\u304b?<\/strong><br \/>\n<\/span><\/h2>\n<p>\u6700\u5f8c\u306e\u79cb\u3001CloudCherry\u306e\u53d6\u5f97\u3092\u5b8c\u4e86\u3057\u3001\u30b7\u30b9\u30b3\u3067\u6700\u521d\u306e\u30ab\u30b9\u30bf\u30de\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406(CEM)\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3068\u3057\u3066Webex Experience Management\u3092\u5c0e\u5165\u3057\u307e\u3057\u305f\u3002 \u5f53\u793e\u306f\u3001\u9867\u5ba2\u306b\u512a\u308c\u305f AI \u3092\u642d\u8f09\u3057\u305f CEM \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3068\u4f1a\u793e\u5168\u4f53\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u610f\u5473\u306e\u3042\u308b\u5206\u6790\u3092\u884c\u3046\u4ee5\u5916\u306b\u3001\u591a\u304f\u306e\u3053\u3068\u3092\u884c\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u307e\u305a\u3001\u72ec\u81ea\u306b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u6df7\u5408\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u5909\u9769\u3092\u8d77\u3053\u3057\u307e\u3059\u3002 \u00a0\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u9867\u5ba2\u611f\u60c5\u30c7\u30fc\u30bf\u306b\u6307\u5148\u3067\u30a2\u30af\u30bb\u30b9\u53ef\u80fd\u3067\u3042\u308a\u3001\u5b9f\u969b\u306b\u9867\u5ba2\u3068\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u3088\u308a\u5927\u304d\u304f\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u3001\u3088\u308a\u826f\u3044\u95a2\u4fc2\u3068\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u679c\u3092\u4f5c\u6210\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u4e00\u822c\u6d88\u8cbb\u8005\u3068\u3057\u3066\u3001\u3042\u306a\u305f\u304c\u8a71\u3057\u3066\u3044\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3001\u305d\u306e\u4f01\u696d\u306b\u5bfe\u3057\u3066\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u305f\u304b\u3092\u6b63\u78ba\u306b\u77e5\u308a\u3001\u904e\u53bb\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9(\u826f\u3044\u306b\u3082\u60aa\u3044\u306b\u3082)\u3001\u4ee5\u524d\u306e\u8cfc\u5165\u306b\u5bfe\u3057\u3066\u3001\u8a00\u308f\u305a\u306b\u3044\u304b\u306b\u5f37\u529b\u304b\u3092\u77e5\u3063\u3066\u3044\u307e\u3057\u305f\u3002 \u305d\u3057\u3066\u3001\u3084\u308a\u53d6\u308a\u30c1\u30e3\u30cd\u30eb\u5168\u4f53\u3067\u63d0\u4f9b\u3055\u308c\u305f\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306b\u5bfe\u3059\u308b\u5373\u6642\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306b\u611f\u8b1d\u3057\u307e\u305b\u3093\u304b? Webex \u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406\u304c\u53ef\u80fd\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002 \u3053\u308c\u306b\u3088\u308a\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u62c5\u5f53\u8005\u306f\u3001\u3042\u306a\u305f\u306e\u7d4c\u8def\u3092\u77e5\u308a\u3001\u5fc5\u8981\u306a\u6642\u306b\u5fdc\u3058\u3066\u5fdc\u5bfe\u3059\u308b\u305f\u3081\u306e\u4e16\u754c\u30af\u30e9\u30b9\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u30ac\u30a4\u30c9\u304c\u63d0\u4f9b\u3055\u308c\u307e\u3059\u3002<\/p>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-309918\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey.png\" sizes=\"auto, (max-width: 647px) 100vw, 647px\" srcset=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey-300x187.png 300w, https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey.png 647w\" alt=\"Webex \u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u7ba1\u7406\u304c\u53ef\u80fd\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002 \u3053\u308c\u306b\u3088\u308a\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u62c5\u5f53\u8005\u306f\u3001\u3042\u306a\u305f\u306e\u7d4c\u8def\u3092\u77e5\u308a\u3001\u5fc5\u8981\u306a\u6642\u306b\u5fdc\u3058\u3066\u5fdc\u5bfe\u3059\u308b\u305f\u3081\u306e\u4e16\u754c\u30af\u30e9\u30b9\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u30ac\u30a4\u30c9\u304c\u63d0\u4f9b\u3055\u308c\u307e\u3059\u3002\" width=\"647\" height=\"404\" \/><br \/>\n<\/a><\/p>\n<h2 class=\"paragraph\"><span class=\"normaltextrun\"><br \/>\n  <b>\u5927\u898f\u6a21\u306a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u56fa\u6709\u306e\u30cb\u30fc\u30ba\u306b\u5fdc\u3048\u308b<\/b><br \/>\n<\/span><\/h2>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u5f53\u793e\u306e\u5927\u4f01\u696d\u306e\u9867\u5ba2\u306e\u652f\u63f4\u3092\u5f97\u3066\u3001\u30af\u30e9\u30a6\u30c9( <\/span><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-introduces-cloud-based-webex-contact-center-portfolio-at-annual-cisco-apjc-contact-centre-symposium\">Webex Contact Center Enterprise)\u3067\u4fe1\u983c\u3067\u304d\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u4f5c\u6210\u3057\u307e\u3057\u305f<\/a><span class=\"normaltextrun\">\u3002 \u3053\u306e\u5805\u7262\u306a\u30af\u30e9\u30a6\u30c9\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u6570\u4e07\u306e\u62c5\u5f53\u8005\u306b\u307e\u3067\u62e1\u5927\u3057\u3001\u5b9f\u969b\u7684\u306a\u4f4e\u3044\u969c\u5bb3\u7d4c\u8def\u3092\u30af\u30e9\u30a6\u30c9\u4e0a\u306b\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u30b9\u30b1\u30fc\u30e9\u30d3\u30ea\u30c6\u30a3\u3001\u6a5f\u80fd\u306e\u6df1\u3055\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u304c\u7d44\u307f\u5408\u308f\u305b\u308c\u3066\u3044\u307e\u3059\u3002 <\/span><\/p>\n<p class=\"paragraph\"><span class=\"normaltextrun\">Webex Contact Center Enterprise \u306f\u3001\u5927\u898f\u6a21\u3067\u6d17\u7df4\u3055\u308c\u305f\u4f01\u696d\u306e\u30cb\u30fc\u30ba\u3092\u6e80\u305f\u3057\u3066\u3044\u307e\u3059\u3002Cisco \u304c\u6240\u6709\u3057\u3001\u7ba1\u7406\u3055\u308c\u3001\u5f53\u793e\u72ec\u81ea\u306e\u30c7\u30fc\u30bf\u30bb\u30f3\u30bf\u30fc\u3067\u904b\u7528\u3055\u308c\u3001\u72ec\u81ea\u306e\u30af\u30e9\u30a6\u30c9\u30a4\u30f3\u30d5\u30e9\u30b9\u30c8\u30e9\u30af\u30c1\u30e3\u306b\u6e96\u62e0\u3059\u308b\u4e00\u65b9\u3067\u3001Cisco \u306e\u5e02\u5834\u3092\u30ea\u30fc\u30c9\u3059\u308b\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u57fa\u6e96\u306b\u6e96\u62e0\u3057\u3066\u3044\u307e\u3059\u3002 \u6a5f\u80fd\u304c\u8c4a\u5bcc\u3067\u3001\u30b5\u30fc\u30c9\u30d1\u30fc\u30c6\u30a3\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3068\u306e\u7d71\u5408\u306e\u305f\u3081\u306eAPI\u3092\u542b\u307f\u3001\u30af\u30e9\u30a6\u30c9\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u5229\u7528\u3067\u304d\u308b\u9ad8\u5ea6\u306a\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u5b8c\u5168\u306b\u5099\u3048\u305f\u3082\u306e\u3002 Webex Contact Center Enterprise \u306f\u3001\u5317\u7c73\u3001\u30e8\u30fc\u30ed\u30c3\u30d1\u3001\u30aa\u30fc\u30b9\u30c8\u30e9\u30ea\u30a2\u3001\u304a\u3088\u3073\u30a2\u30b8\u30a2\u5168\u4f53\u306e Cisco \u30c7\u30fc\u30bf\u30bb\u30f3\u30bf\u30fc\u3067\u30b0\u30ed\u30fc\u30d0\u30eb\u306b\u4f7f\u7528\u53ef\u80fd\u3067\u3059\u3002 \u3053\u308c\u306f Cisco \u30c7\u30fc\u30bf\u30bb\u30f3\u30bf\u30fc\u3067\u5b9f\u884c\u3055\u308c\u308b\u4e00\u90e8\u306e\u30de\u30eb\u30c1\u30a4\u30f3\u30b9\u30bf\u30f3\u30b9\u3067\u3001\u30d1\u30d6\u30ea\u30c3\u30af\u30af\u30e9\u30a6\u30c9\u4e0a\u306b\u8907\u6570\u30c6\u30ca\u30f3\u30c8\u30b3\u30f3\u30dd\u30fc\u30cd\u30f3\u30c8\u3092\u6301\u3064\u4e00\u90e8\u306eSaaS\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u00a0 \u4ee5\u524d\u306e HCS \u306e\u30b5\u30fc\u30d3\u30b9\u3068\u306f\u7570\u306a\u308a\u3001\u6a19\u6e96\u30a2\u30ab\u30a6\u30f3\u30c8\u306f\u6708\u3067\u306f\u306a\u304f\u3001\u6642\u9593\u5185\u306b\u30d7\u30ed\u30d3\u30b8\u30e7\u30cb\u30f3\u30b0\u53ef\u80fd\u3067\u3042\u308a\u3001\u591a\u304f\u306e\u6a5f\u80fd\u306f\u7d99\u7d9a\u7684\u3067\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3092\u697d\u3057\u3080\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u3053\u306e\u7d20\u6674\u3089\u3057\u3044\u30af\u30e9\u30a6\u30c9 <\/span><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\"> <\/a><span class=\"normaltextrun\"><a href=\"https:\/\/engage2demand.cisco.com\/LP=19292?ecid=22948&#038;dtid=oemzzz000233&#038;ccid=cc001193&#038;oid=wbrco019795\">  <\/a>\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u3064\u3044\u3066\u5b66\u7fd2\u3059\u308b\u306b\u306f\u3001McGee-Smith Analytics \u306e\u30d7\u30ea\u30f3\u30b7\u30d1\u30eb\u30a2\u30ca\u30ea\u30b9\u30c8\u3067\u3042\u308a\u793e\u9577\u306e She smith McGee Smith \u3068\u4eca\u5f8c\u306e Web \u30bb\u30df\u30ca\u30fc\u306b\u3064\u3044\u3066\u304a\u5c4a\u3051\u3057\u307e\u3059\u3002 <\/span><\/p>\n<h2 class=\"paragraph\"><span class=\"normaltextrun\"><br \/>\n  <b>\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u306e\u30af\u30e9\u30a6\u30c9\u5f37\u5316<\/b><br \/>\n<\/span><\/h2>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u5f53\u793e\u306e\u76ee\u6a19\u306f\u3001\u9867\u5ba2\u304c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30b7\u30b9\u30c6\u30e0\u3092\u6240\u6709\u3059\u308b\u304b\u3001\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u8cfc\u8aad\u3059\u308b\u304b\u306b\u95a2\u554f\u308f\u305b\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u7c21\u5358\u306a\u60c5\u5831\u63d0\u4f9b\u3084\u30af\u30e9\u30a6\u30c9\u30c7\u30fc\u30bf\u5206\u6790\u306a\u3069\u306e\u9769\u65b0\u7684\u306a\u6280\u8853\u306e\u5229\u70b9\u3092\u5f97\u308b\u306e\u3092\u652f\u63f4\u3059\u308b\u3053\u3068\u3067\u3059\u3002 \u3053\u308c\u306f\u6700\u65b0\u306e\u30ea\u30ea\u30fc\u30b9 12.5 \u306b\u3088\u308a\u793a\u3055\u308c\u3001\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u306f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8 \u30c7\u30b9\u30af\u30c8\u30c3\u30d7\u3067\u76f4\u63a5\u3001\u30af\u30e9\u30a6\u30c9 \u30d9\u30fc\u30b9\u306e\u5206\u6790\u30ec\u30dd\u30fc\u30c8 \u30c4\u30fc\u30eb\u3068 Voicea \u3068\u306e\u7d71\u5408\u306a\u3069\u3001\u9023\u7d61\u5148\u30bb\u30f3\u30bf\u30fc\u3092\u9ad8\u5ea6\u306a\u30af\u30e9\u30a6\u30c9 \u30b5\u30fc\u30d3\u30b9\u3068\u7d71\u5408\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 <\/span><\/p>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-309800 size-full\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering.png\" sizes=\"auto, (max-width: 710px) 100vw, 710px\" srcset=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering-300x169.png 300w, https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering.png 710w\" alt=\" Cisco Contact Center \u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u306e\u5f37\u5316\u306f\u3001\u9867\u5ba2\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u9769\u3057\u307e\u3059\" width=\"710\" height=\"400\" \/><br \/>\n<\/a><\/p>\n<h2><span><br \/>\n  <strong>\u6b21\u306f\u4f55\u3067\u3059\u304b?<\/strong><br \/>\n<\/span><\/h2>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u3053\u308c\u3089\u306e\u65b0\u3057\u3044\u30b5\u30fc\u30d3\u30b9\u304c\u3001\u304a\u5ba2\u69d8\u306b\u4e0e\u3048\u308b\u6a5f\u4f1a\u306b\u306f\u81ea\u4fe1\u3092\u6301\u3063\u3066\u3001\u307e\u305f\u6a5f\u4f1a\u3092\u697d\u3057\u307f\u306b\u3057\u3066\u304a\u308a\u307e\u3059\u3002 <\/span><span class=\"normaltextrun\">\u5f53\u793e\u306f\u5f15\u304d\u7d9a\u304d\u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u3092\u9032\u5316\u3055\u305b\u3001\u3059\u3079\u3066\u306e\u9867\u5ba2\u306b\u30e1\u30ea\u30c3\u30c8\u3092\u3082\u305f\u3089\u3059\u65b0\u3057\u3044\u6a5f\u80fd\u3092\u8ffd\u52a0\u3057\u3001\u9867\u5ba2\u306b\u8a18\u61b6\u306b\u6b8b\u308b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u65b9\u6cd5\u3092\u8ffd\u52a0\u3057\u307e\u3059\u3002<\/span><\/p>\n<blockquote><p>Cisco Contact Center \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f\u3001\u5f53\u793e\u306e\u30a6\u30a7\u30d6\u30b5\u30a4\u30c8\u3092\u53c2\u7167 <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/a><\/p><\/blockquote>\n<hr \/>\n<p><strong>\u8a73\u7d30Cisco \u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e Webex Contact Center \u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u3092\u6bce\u5e74\u306e Cisco APJC Contact Center \u306e<\/strong><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-introduces-cloud-based-webex-contact-center-portfolio-at-annual-cisco-apjc-contact-centre-symposium\">  \u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u306b\u5c0e\u5165\u3059\u308bCisco \u30af\u30e9\u30a6\u30c9\u3068 AI \u306e\u529b\u3092\u30ea\u30ea\u30fc\u30b9 12.5<\/a><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-brings-the-power-of-the-cloud-and-ai-to-contact-centers-with-release-12-5?dtid=osscdc000283\">  \u3067\u9023\u7d61\u5148\u30bb\u30f3\u30bf\u30fc\u306b\u3082\u63d0\u4f9b\u3059\u308b\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306b\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306e\u6a5f\u80fd\u304c\u5fc5\u8981\u306a\u306e\u306f\u4f55\u3067\u3059\u304b?<\/a>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/contact-center-guardrails\"><\/a><\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco \u306e AI \u306b\u3088\u308b\u30c7\u30fc\u30bf\u30d9\u30fc\u30b9\u306e\u6a5f\u80fd\u306f\u3001\u9867\u5ba2\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306b\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u62c5\u5f53\u8005\u306e\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3068\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u611f\u60c5\u3092\u30d9\u30fc\u30b9\u306b\u3057\u3066\u3044\u307e\u3059\u3002 <\/p>\n","protected":false},"author":5480,"featured_media":374706,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584,8018],"tags":[4278,15036,12067],"class_list":["post-388313","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-collaboration","tag-contact-center-as-a-service","tag-webex-contact-center","tag-12067"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cisco Contact Center \u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa: \u9867\u5ba2\u3068\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u9769\u3059\u308b | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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