{"id":392551,"date":"2022-03-21T19:17:29","date_gmt":"2022-03-22T02:17:29","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/%e3%82%af%e3%83%a9%e3%82%a6%e3%83%89-%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88-%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%81%a8%e5%b0%86%e6%9d%a5%e3%81%ae%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc\/"},"modified":"2022-05-04T13:39:07","modified_gmt":"2022-05-04T20:39:07","slug":"%e3%82%af%e3%83%a9%e3%82%a6%e3%83%89-%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88-%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%81%a8%e5%b0%86%e6%9d%a5%e3%81%ae%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%82%af%e3%83%a9%e3%82%a6%e3%83%89-%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88-%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%81%a8%e5%b0%86%e6%9d%a5%e3%81%ae%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc\/","title":{"rendered":"\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u3068\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 (CX) \u306e\u672a\u6765"},"content":{"rendered":"<h2><strong>\u9ad8\u307e\u308b\u9867\u5ba2\u306e\u671f\u5f85<\/strong><\/h2>\n<p>\u30d1\u30f3\u30c7\u30df\u30c3\u30af\u306e\u767a\u751f\u306b\u3088\u3063\u3066\u30c7\u30b8\u30bf\u30eb \u30c8\u30e9\u30f3\u30b9\u30d5\u30a9\u30fc\u30e1\u30fc\u30b7\u30e7\u30f3\u304c\u4e88\u671f\u3057\u306a\u3044\u307b\u3069\u6025\u901f\u306b\u9032\u3093\u3060\u7d50\u679c\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u3042\u3089\u3086\u308b\u5074\u9762\u306b\u5bfe\u3059\u308b\u8003\u3048\u65b9\u3068\u671f\u5f85\u304c\u5909\u5316\u3057\u59cb\u3081\u307e\u3057\u305f\u3002\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u306e\u4e16\u754c\u3067\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u9867\u5ba2\u306e\u4e21\u65b9\u304c\u8003\u3048\u65b9\u3068\u884c\u52d5\u3092\u5909\u3048\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u304f\u306a\u308a\u307e\u3057\u305f\u3002<\/p>\n<p>\u9867\u5ba2\u306f\u3001\u4f01\u696d\u304c\u3082\u305f\u3089\u3059\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u5bfe\u3057\u3066\u3088\u308a\u9ad8\u3044\u671f\u5f85\u3092\u62b1\u304f\u3088\u3046\u306b\u306a\u308a\u307e\u3057\u305f\u3002\u4eca\u306e\u6642\u4ee3\u3001\u5927\u4f01\u696d\u306b\u306f\u3001\u30a2\u30ab\u30a6\u30f3\u30c8 \u30c7\u30fc\u30bf\u3001\u5bfe\u5fdc\u5c65\u6b74\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u5c65\u6b74\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u3068\u61f8\u5ff5\u306b\u95a2\u3059\u308b\u305d\u306e\u4ed6\u306e\u8a73\u7d30\u306b\u5373\u5ea7\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u306a\u3044\u3053\u3068\u3092\u5f01\u89e3\u3059\u308b\u4f59\u5730\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u9867\u5ba2\u304c\u671f\u5f85\u3059\u308b\u30ec\u30d9\u30eb\u304c\u9ad8\u307e\u3063\u3066\u3044\u308b\u4eca\u3001\u4f01\u696d\u306f\u305d\u306e\u671f\u5f85\u3092\u6e80\u305f\u3057\u3001\u4e0a\u56de\u308b\u305f\u3081\u306b\u8fc5\u901f\u306b\u9032\u5316\u3057\u3066\u3044\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u6614\u306a\u304c\u3089\u306e\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9 \u30e2\u30c7\u30eb\u306b\u56fa\u57f7\u3057\u3066\u3044\u308b\u3068\u3001\u9867\u5ba2\u306f\u4e0d\u6e80\u3092\u52df\u3089\u305b\u3001\u305f\u3061\u307e\u3061\u30d6\u30e9\u30f3\u30c9\u304b\u3089\u96e2\u308c\u3066\u3057\u307e\u3044\u307e\u3059\u3002\u5b9f\u969b\u3001<a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk \u793e\u306e\u9867\u5ba2\u8abf\u67fb<\/a><sup>1 <\/sup>\u306e\u56de\u7b54\u8005\u306e 61% \u304c\u3001\u6e80\u8db3\u306e\u3044\u304b\u306a\u3044\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9 \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u304c 1 \u5ea6\u3042\u3063\u305f\u3060\u3051\u3067\u3001\u8cfc\u5165\u5148\u3092\u7af6\u5408\u4ed6\u793e\u306b\u4e57\u308a\u63db\u3048\u308b\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001Forrester \u793e\u306f<u><a href=\"https:\/\/www.forrester.com\/predictions\/#guide\" target=\"_blank\" rel=\"noopener\">\u300e2022 \u306e\u4e88\u6e2c\u300f\u30ac\u30a4\u30c9<\/a><\/u><sup>2<\/sup> \u306b\u6b21\u306e\u3088\u3046\u306b\u8a18\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<blockquote><p>\u300c\u6d88\u8cbb\u8005\u306e\u7d04 80% \u306f\u3001\u4e16\u754c\u306f\u683c\u5dee\u306a\u304f\u5b8c\u5168\u306b\u30c7\u30b8\u30bf\u30eb\u5316\u3055\u308c\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u300d\u3002\u3053\u306e\u3053\u3068\u304b\u3089 Forrester \u793e\u306f\u300c\u6d88\u8cbb\u8005\u306f\u52b9\u679c\u306e\u3042\u308b\u30c7\u30b8\u30bf\u30eb \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u671f\u5f85\u3092\u9ad8\u3081\u3066\u3044\u307e\u3059\u300d\u3001\u300c\u6d88\u8cbb\u8005\u306f\u3001\u6301\u7d9a\u53ef\u80fd\u3067\u6210\u529f\u3092\u53ce\u3081\u308b\u30c7\u30b8\u30bf\u30eb \u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5b9f\u73fe\u306b\u5411\u3051\u305f\u53d6\u308a\u7d44\u307f\u3092\u5f37\u5316\u3059\u308b\u3053\u3068\u3082\u4f01\u696d\u306b\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u300d\u3068\u3082\u8a18\u8ff0\u3057\u3066\u3044\u307e\u3059\u3002<\/p><\/blockquote>\n<p>\u3053\u308c\u304b\u3089\u306f\u3001\u3059\u3079\u3066\u306e\u4f01\u696d\u304c\u512a\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u901a\u3058\u3066\u9867\u5ba2\u3068\u9577\u671f\u7684\u306a\u95a2\u4fc2\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u3092\u76ee\u6a19\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 (CX) \u306f\u7d76\u3048\u9593\u306a\u304f\u5909\u5316\u3057\u3066\u304a\u308a\u3001\u305d\u306e\u5c06\u6765\u306f\u9593\u9055\u3044\u306a\u304f\u95a2\u4fc2\u8005\u5168\u54e1\u306b\u3068\u3063\u3066\u3082\u3063\u3068\u5feb\u9069\u306a\u3082\u306e\u306b\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u9867\u5ba2\u306e\u671f\u5f85\u304c\u9ad8\u307e\u308b\u4e2d\u3001Webex \u304c\u305d\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3001\u3055\u3089\u306b\u306f\u671f\u5f85\u3092\u4e0a\u56de\u308b\u305f\u3081\u306b\u3054\u7528\u610f\u3057\u3066\u3044\u308b\u6a5f\u80fd\u3092\u6b21\u306e\u52d5\u753b\u3067\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><iframe loading=\"lazy\" title=\"Your customers deserve great experiences  |  Webex for Customer Experience\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/6sGfzFBPuUU?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h2><strong>\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3<\/strong><\/h2>\n<p>CX \u306b\u660e\u308b\u3044\u672a\u6765\u3092\u3082\u305f\u3089\u3059\u30c4\u30fc\u30eb\u306e 1 \u3064\u306f\u3001<a href=\"https:\/\/www.webex.com\/contact-center.html\" target=\"_blank\" rel=\"noopener\">Webex Contact Center <\/a>\u3092\u306f\u3058\u3081\u3068\u3057\u305f\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u3067\u3059\u3002CCaaS (Cloud Contact Center as a Service) \u3068\u3057\u3066\u306e\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc) \u3068\u3082\u547c\u3070\u308c\u3066\u3044\u307e\u3059\u3002<a href=\"https:\/\/www.webex.com\/cloud-contact-center.html\">\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc<\/a>\u306f\u3001\u5f93\u6765\u306e\u30b3\u30fc\u30eb \u30bb\u30f3\u30bf\u30fc\u306b\u7f6e\u304d\u63db\u308f\u308b (\u304b\u3064\u5927\u5e45\u306b\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3055\u308c\u305f)\u3001\u30af\u30e9\u30a6\u30c9\u5bfe\u5fdc\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3067\u3059\u3002  \u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306b\u3088\u308a\u3001\u9867\u5ba2\u306f\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30c6\u30ad\u30b9\u30c8 \u30e1\u30c3\u30bb\u30fc\u30b8\u3001\u30e1\u30fc\u30eb\u3001\u30bd\u30fc\u30b7\u30e3\u30eb \u30e1\u30c7\u30a3\u30a2\u306a\u3069\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u4f01\u696d\u3068\u3064\u306a\u304c\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk \u793e\u306e\u8abf\u67fb\u306b\u3088\u308b\u3068<\/a>\u3001\u6d88\u8cbb\u8005\u306e 93% \u306f\u3001\u81ea\u5206\u304c\u597d\u3080\u65b9\u6cd5\u3067\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u3068\u3064\u306a\u304c\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u4f01\u696d\u304b\u3089\u306e\u8cfc\u5165\u3092\u5897\u3084\u3059\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<sup>3<\/sup> \u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306f\u9867\u5ba2\u306b\u3088\u308a\u591a\u304f\u306e\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u4e00\u65b9\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u306f\u3001\u5834\u6240\u3092\u554f\u308f\u305a\u306b\u696d\u52d9\u3092\u884c\u3046\u67d4\u8edf\u6027\u3068\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u9069\u5316\u3059\u308b\u305f\u3081\u306e\u30c4\u30fc\u30eb\u3082\u63d0\u4f9b\u3057\u3001\u52b9\u7387\u7684\u3067\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u3084\u308a\u3068\u308a\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002  \u3046\u307e\u3059\u304e\u308b\u8a71\u306b\u805e\u3053\u3048\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u304c\u3001\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u306f\u3001\u3088\u308a\u826f\u3044\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u3092\u5b9f\u73fe\u3057\u3001\u696d\u52d9\u3068\u5f93\u696d\u54e1\u611f\u60c5\u3092\u6539\u5584\u3057\u3001<a href=\"https:\/\/www.webex.com\/gp\/forrester-tei-contact-center.html\" target=\"_blank\" rel=\"noopener\">\u975e\u5e38\u306b\u9ad8\u3044 ROI<\/a> \u3082\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p>\n<h2><strong>CX \u306e\u5b8c\u6210\u306b\u5fc5\u8981\u306a\u4ed6\u306e\u8981\u7d20<\/strong><\/h2>\n<p>\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u3060\u3051\u3067\u306a\u304f\u3001\u3088\u308a\u30b9\u30de\u30fc\u30c8\u3067\u9867\u5ba2\u63a5\u70b9\u304c\u591a\u3044\u30ab\u30b9\u30bf\u30de\u30fc \u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306b\u6d3b\u7528\u3067\u304d\u308b\u30c4\u30fc\u30eb\u3068\u6a5f\u80fd\u306f\u3001\u4ed6\u306b\u3082\u305f\u304f\u3055\u3093\u3042\u308a\u307e\u3059\u3002  \u3053\u3046\u3057\u305f\u30c4\u30fc\u30eb\u306e\u591a\u304f\u306f AI \u30d9\u30fc\u30b9\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u304c\u7d44\u307f\u8fbc\u307e\u308c\u3066\u304a\u308a\u3001\u9867\u5ba2\u3092\u652f\u63f4\u3059\u308b\u4e00\u65b9\u3067\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u8ca0\u62c5\u3092\u8efd\u6e1b\u3057\u307e\u3059\u3002  \u305f\u3068\u3048\u3070\u3001\u3059\u3067\u306b\u591a\u304f\u306e\u4f01\u696d\u304c\u5c0e\u5165\u3057\u3066\u3044\u308b\u30c1\u30e3\u30c3\u30c8 \u30dc\u30c3\u30c8\u306f\u3001\u5927\u91cf\u306e\u7c21\u5358\u306a\u8cea\u554f\u306b\u72ec\u529b\u3067\u5bfe\u51e6\u3067\u304d\u307e\u3059\u3002\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9 \u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u901a\u3058\u3066\u9867\u5ba2\u306b\u6a29\u9650\u3092\u4e0e\u3048\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u9867\u5ba2\u306b\u3068\u3066\u3082\u559c\u3070\u308c\u308b\u3053\u3068\u304c\u308f\u304b\u3063\u3066\u3044\u307e\u3059\u3002  \u307e\u305f\u3001AI \u306f\u3001\u901a\u8a71\u306e\u6587\u5b57\u8d77\u3053\u3057\u3001\u5b9f\u7528\u7684\u306a\u30c7\u30fc\u30bf\u306e\u63d0\u4f9b\u3001\u6b21\u306e\u624b\u9806\u306e\u63a8\u5968\u306a\u3069\u306e\u5f62\u3067\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30b5\u30dd\u30fc\u30c8\u3057\u307e\u3059\u3002\u62c5\u5f53\u8005\u304c\u7d44\u7e54\u5185\u306e\u4ed6\u306e\u5c02\u9580\u5bb6\u3068\u5373\u5ea7\u306b\u60c5\u5831\u3092\u3084\u308a\u3068\u308a\u3067\u304d\u308b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0 \u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u6a5f\u80fd\u306a\u3069\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u30b9\u30fc\u30d1\u30fc \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u8ee2\u63db\u3059\u308b\u975e\u5e38\u306b\u5e45\u5e83\u3044\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u6a5f\u80fd\u304c\u63d0\u4f9b\u3055\u308c\u3066\u3044\u307e\u3059\u3002  \u30af\u30e9\u30a6\u30c9\u304c\u5b9f\u73fe\u3067\u304d\u308b\u6700\u5927\u9650\u306e\u6a5f\u80fd\u3092\u5229\u7528\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30ec\u30d9\u30eb\u30a2\u30c3\u30d7\u3057\u3064\u3064\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3057\u305f\u3044\u306e\u3067\u3042\u308c\u3070\u3001<a href=\"https:\/\/www.webex.com\/products\/cpaas.html\" target=\"_blank\" rel=\"noopener\">Webex Connect<\/a> \u306a\u3069\u306e\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3 \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0 (CPaaS) \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u671f\u5f85\u3055\u308c\u308b\u6210\u679c\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002  CPaaS \u304c\u3059\u3050\u306b\u4f7f\u3048\u308b\u30ed\u30fc\u30b3\u30fc\u30c9 \u30c4\u30fc\u30eb\u3068\u3044\u3046\u5f62\u3067\u30d3\u30eb\u30c7\u30a3\u30f3\u30b0 \u30d6\u30ed\u30c3\u30af\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u958b\u767a\u8005\u3068 IT \u30c1\u30fc\u30e0\u306f\u3001\u65e2\u5b58\u306e\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306b\u97f3\u58f0\u3001\u30e1\u30c3\u30bb\u30fc\u30b8\u3001\u305d\u306e\u4ed6\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u6a5f\u80fd\u3092\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u5b9f\u88c5\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002  CPaaS \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u304c\u3042\u308c\u3070\u3001\u4f01\u696d\u306f\u958b\u767a\u8005\u306b\u30ab\u30b9\u30bf\u30de\u30fc \u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u8a2d\u5b9a\u3001\u30c6\u30b9\u30c8\u3001\u5c55\u958b\u3092\u8fc5\u901f\u304b\u3064\u7c21\u5358\u306b\u884c\u3048\u308b\u6a5f\u80fd\u3092\u63d0\u4f9b\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5b8c\u5168\u306b\u5236\u5fa1\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u95a2\u9023\u3059\u308b\u30a4\u30f3\u30b5\u30a4\u30c8\u3084\u30c8\u30ec\u30f3\u30c9\u304b\u3089\u5f97\u3089\u308c\u308b\u30c7\u30fc\u30bf\u3092\u4f75\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u958b\u767a\u8005\u306f CPaaS \u3092\u901a\u3058\u3001\u5229\u7528\u53ef\u80fd\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3 \u30c1\u30e3\u30cd\u30eb\u5168\u4f53\u3067\u6469\u64e6\u306e\u306a\u3044\u5feb\u9069\u306a\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u8a2d\u8a08\u3067\u304d\u307e\u3059\u3002  \u307e\u305f\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3068\u540c\u69d8\u306b\u3001CPaaS \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u904b\u7528\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u3068\u8907\u96d1\u3055\u306e\u8efd\u6e1b\u3092\u901a\u3058\u3066\u3001\u975e\u5e38\u306b\u9ad8\u3044 ROI \u306e\u9054\u6210\u306b\u8ca2\u732e\u3067\u304d\u307e\u3059\u3002Webex \u304c\u63d0\u4f9b\u3059\u308b\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u306e\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u304c\u3069\u306e\u3088\u3046\u306b\u3057\u3066\u9867\u5ba2\u306b\u559c\u3073\u3092\u3082\u305f\u3089\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u30b9\u30fc\u30d1\u30fc\u30d2\u30fc\u30ed\u30fc\u306b\u8ee2\u63db\u3059\u308b\u306e\u304b\u3092\u6b21\u306e\u52d5\u753b\u3067\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><iframe loading=\"lazy\" title=\"\u512a\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u53ef\u80fd\u306b\u3059\u308b Webex\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/ZTpaXibqQJ8?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h2><strong>\u5c06\u6765\u306e\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9<\/strong><\/h2>\n<p>\u30ea\u30fc\u30c0\u30fc\u304c CX \u3092\u6700\u512a\u5148\u3057\u3001\u9069\u5207\u306a\u6295\u8cc7\u3092\u884c\u3048\u3070\u3001\u4f01\u696d\u306f\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u306e\u5f37\u5316\u306b\u5f79\u7acb\u3064\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u9069\u5207\u306b\u7de8\u6210\u304a\u3088\u3073\u7ba1\u7406\u3055\u308c\u3066\u3044\u308b\u512a\u308c\u305f CX \u30c1\u30fc\u30e0\u306f\u3001\u30d6\u30e9\u30f3\u30c9\u306b\u76f4\u63a5\u4fa1\u5024\u3092\u3082\u305f\u3089\u3059\u975e\u5e38\u306b\u91cd\u8981\u306a\u8cc7\u7523\u306b\u306a\u308a\u307e\u3059\u3002\u5b9f\u969b\u3001<a href=\"https:\/\/www.consulting.us\/news\/3444\/executives-say-customer-experience-top-priority-to-spur-growth-in-2020\" target=\"_blank\" rel=\"noopener\">North Highland \u793e\u306b\u3088\u308b\u3068<\/a><sup>4<\/sup>\u3001\u30d3\u30b8\u30cd\u30b9 \u30ea\u30fc\u30c0\u30fc\u306e 87% \u306f CX \u304c\u6210\u9577\u306e\u6700\u5927\u306e\u539f\u52d5\u529b\u3067\u3042\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u4f1a\u793e\u304c\u3053\u306e\u9818\u57df\u306b\u9069\u5207\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u308b\u3068\u611f\u3058\u3066\u3044\u308b\u30ea\u30fc\u30c0\u30fc\u306f\u30013 \u4eba\u306b 1 \u4eba\u3057\u304b\u3044\u307e\u305b\u3093\u3002<\/p>\n<p>\u3053\u306e\u5bfe\u5fdc\u306e\u4e0d\u5341\u5206\u3055\u3053\u305d\u304c\u3001\u4f01\u696d\u306b\u3068\u3063\u3066\u3001\u9867\u5ba2\u306e\u671f\u5f85\u3092\u4e0a\u56de\u308b CX \u306e\u63d0\u4f9b\u3092\u958b\u59cb\u3057\u7dad\u6301\u3059\u308b\u305f\u3081\u306e\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u3001\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3067\u304d\u308b\u30d9\u30f3\u30c0\u30fc\u3068\u9023\u643a\u3059\u308b\u3053\u3068\u304c\u7d76\u5bfe\u7684\u306b\u4e0d\u53ef\u6b20\u306a\u7406\u7531\u3067\u3059\u3002<\/p>\n<p>Webex \u306f\u3001\u9867\u5ba2\u304c\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u90e8\u9580\u3068\u306e\u3084\u308a\u3068\u308a\u3092\u5acc\u304c\u3089\u306a\u304f\u306a\u308b\u5c06\u6765\u3092\u63cf\u3044\u3066\u3044\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u3068\u306e\u3084\u308a\u3068\u308a\u3092\u5acc\u304c\u3063\u3066\u3044\u308b\u9867\u5ba2\u306f\u3001\u82e6\u75db\u3092\u4f34\u308f\u305a\u306b\u8fc5\u901f\u306b\u554f\u984c\u3092\u89e3\u6c7a\u3057\u3066\u304f\u308c\u308b\u4f1a\u793e\u3068\u53d6\u5f15\u3059\u308b\u3053\u3068\u3092\u5f85\u3061\u671b\u3093\u3067\u3044\u307e\u3059\u3002\u7c97\u60aa\u306a\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u3092\u305f\u3073\u305f\u3073\u7d4c\u9a13\u3057\u305f\u4eba\u306f\u3001\u305d\u306e\u3088\u3046\u306a\u3053\u3068\u306f\u4e0d\u53ef\u80fd\u3060\u3068\u611f\u3058\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u304c\u3001\u73fe\u6642\u70b9\u3067\u3082\u4eca\u5f8c\u3082\u9867\u5ba2\u304c\u671b\u3080\u3088\u3046\u306b\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u306f\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p>\u3053\u306e\u6539\u5584\u304c\u5b9f\u73fe\u3057\u305f\u672a\u6765\u3067\u306f\u3001\u9867\u5ba2\u306f\u96fb\u8a71\u3067\u4f55\u5ea6\u3082\u8eab\u5143\u78ba\u8a8d\u3092\u884c\u3046\u5fc5\u8981\u306f\u306a\u304f\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3054\u3068\u306b\u554f\u984c\u3084\u61f8\u5ff5\u3092\u7e70\u308a\u8fd4\u3057\u4f1d\u3048\u306a\u304f\u3066\u3088\u3044\u306e\u3067\u3059\u3002(<a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\" target=\"_blank\" rel=\"noopener\">Zendesk \u793e\u306b\u3088\u308b\u6d88\u8cbb\u8005\u8abf\u67fb<\/a>\u306b\u3088\u308b\u3068\u3001\u3053\u306e\u7e70\u308a\u8fd4\u3057\u306e\u5fdc\u7b54\u304c\u306a\u304f\u306a\u308c\u3070\u3001\u9867\u5ba2\u306e 92% \u306f\u4f1a\u793e\u304b\u3089\u306e\u8cfc\u5165\u3092\u5897\u3084\u3059\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002)<sup>5<\/sup> \u96fb\u8a71\u3092\u304b\u3051\u3066\u3044\u308b\u7406\u7531\u3055\u3048\u3082\u8ff0\u3079\u308b\u5fc5\u8981\u304c\u306a\u304f\u306a\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u3053\u306e\u5c06\u6765\u3092\u5b9f\u73fe\u3059\u308b\u306e\u304c\u3001\u76f8\u4e92\u306b\u3064\u306a\u304c\u308b\u30af\u30e9\u30a6\u30c9\u30db\u30b9\u30c8\u578b\u306e AI \u5bfe\u5fdc CX \u6a5f\u80fd\u306a\u306e\u3067\u3059\u3002<\/p>\n<p>\u6539\u5584\u3055\u308c\u305f CX \u306f\u3001\u9867\u5ba2\u4ee5\u5916\u306b\u3082\u5229\u70b9\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002AI \u30c4\u30fc\u30eb\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u5373\u5ea7\u306b\u5229\u7528\u3067\u304d\u308b\u9867\u5ba2\u30a2\u30ab\u30a6\u30f3\u30c8\u304a\u3088\u3073\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30c7\u30fc\u30bf\u306e\u304a\u304b\u3052\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9 \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u751f\u7523\u6027\u3092\u9ad8\u3081\u3001\u5feb\u9069\u306b\u696d\u52d9\u3092\u9042\u884c\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>Webex \u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u5229\u7528\u3059\u308c\u3070\u3001\u5e38\u306b\u5353\u8d8a\u3057\u305f\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5b9f\u73fe\u3092\u6700\u7d42\u76ee\u6a19\u306b\u63b2\u3052\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002Webex \u306f\u3001\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u306e\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u3001\u9867\u5ba2\u306b\u8ca0\u62c5\u3092\u4e0e\u3048\u306a\u3044\u3084\u308a\u3068\u308a\u3092\u5b9f\u73fe\u3059\u308b\u3053\u3068\u3092\u76ee\u6307\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<blockquote>\n<h4><a href=\"https:\/\/www.webex.com\/products\/customer-experience.html\" target=\"_blank\" rel=\"noopener\">Webex \u304c\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5b9f\u73fe\u3092\u3069\u306e\u3088\u3046\u306b\u652f\u63f4\u3059\u308b\u304b\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u306f\u3001\u3053\u3061\u3089\u3092\u3054\u89a7\u304f\u3060\u3055\u3044<\/a><\/h4>\n<\/blockquote>\n<p><strong>Enterprise Connect 2022 \u306b\u53c2\u52a0\u3057\u307e\u305b\u3093\u304b? <\/strong>3 \u6708 22 \u65e5 (\u706b) \u5348\u5f8c 2 \u6642 30 \u5206\u306b\u958b\u50ac\u3055\u308c\u308b <a href=\"https:\/\/schedule.enterpriseconnect.com\/session\/ec-theater-2022-session-intelligently-deliver-proactive-hyper-personalized-customer-connections\/887507\" target=\"_blank\" rel=\"noopener\">Intelligently Deliver Proactive, Hyper-Personalized Customer Connections<\/a> (\u9ad8\u5ea6\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u9867\u5ba2\u95a2\u4fc2\u3092\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306b\u69cb\u7bc9) \u306b\u662f\u975e\u3054\u53c2\u52a0\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><strong>\u305d\u306e\u4ed6\u306e\u8a18\u4e8b<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc-%e3%82%a8%e3%82%af%e3%82%b9%e3%83%9a%e3%83%aa%e3%82%a8%e3%83%b3%e3%82%b9%e3%81%ae%e3%83%88%e3%83%aa%e3%83%ac%e3%83%b3%e3%83%9e%e3%82%92%e8%a7%a3%e6%b1%ba\/\">\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u30c8\u30ea\u30ec\u30f3\u30de\u3092\u89e3\u6c7a\u3059\u308b\u306b\u306f<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/ja\/customer-experience\/%e6%97%85%e8%a1%8c%e4%bf%9d%e9%99%ba%e6%a5%ad%e7%95%8c%e3%81%ab%e3%81%8a%e3%81%91%e3%82%8b%e3%80%8c%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88-%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%80%8d%e3%83%86\/\">\u65c5\u884c\u4fdd\u967a\u696d\u754c\u306b\u304a\u3051\u308b\u300c\u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u300d\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306e\u518d\u8003<\/a><\/p>\n<p><a href=\"https:\/\/www.webex.com\/content\/dam\/wbx\/ja\/brochure\/all_new_webex_contact_center_brochure_CM-1394_JA.pdf\">\u30c7\u30fc\u30bf\u3092\u30d5\u30eb\u6d3b\u7528\u3057\u305f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u3088\u308a\u300c\u30b9\u30fc\u30d1\u30fc\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u300d\u3092\u751f\u307f\u51fa\u3059<\/a><\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/about\/corporate-strategy-office\/acquisitions\/imimobile.html\">\u9867\u5ba2\u7b2c\u4e00\u3092\u62c5\u3046\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8<\/a><\/p>\n<p><strong>\u53c2\u8003\u6587\u732e<\/strong><\/p>\n<p><sup>1 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk \u793e\u300eCX \u30c8\u30ec\u30f3\u30c9 2022 \u30ec\u30dd\u30fc\u30c8\u300f<\/a><\/p>\n<p><sup>2 <\/sup><a href=\"https:\/\/www.forrester.com\/predictions\/#guide\">Forrester \u793e\u300e2022 \u306e\u4e88\u6e2c\u300f\u30ac\u30a4\u30c9<\/a><\/p>\n<p><sup>3 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk \u793e\u300eCX \u30c8\u30ec\u30f3\u30c9 2022 \u30ec\u30dd\u30fc\u30c8\u300f<\/a><\/p>\n<p><sup>4<\/sup> <a href=\"https:\/\/www.consulting.us\/news\/3444\/executives-say-customer-experience-top-priority-to-spur-growth-in-2020\">North Highland \u793e\u300e2020 \u5e74\u306e\u6210\u9577\u3092\u4fc3\u9032\u3059\u308b\u306b\u306f\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u512a\u5148\u3059\u3079\u304d\u3068\u7d4c\u55b6\u5e79\u90e8\u306f\u8a8d\u8b58\u300f<\/a><\/p>\n<p><sup>5 <\/sup><a href=\"https:\/\/www.zendesk.com\/customer-experience-trends\/#report\">Zendesk \u793e\u300eCX \u30c8\u30ec\u30f3\u30c9 2022 \u30ec\u30dd\u30fc\u30c8\u300f<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u9ad8\u307e\u308b\u9867\u5ba2\u306e\u671f\u5f85 \u30d1\u30f3\u30c7\u30df\u30c3\u30af\u306e\u767a\u751f\u306b\u3088 [&hellip;]<\/p>\n","protected":false},"author":5578,"featured_media":407597,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584],"tags":[15099],"class_list":["post-392551","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-journey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u30af\u30e9\u30a6\u30c9 \u30b3\u30f3\u30bf\u30af\u30c8 \u30bb\u30f3\u30bf\u30fc\u3068\u30ab\u30b9\u30bf\u30de\u30fc \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 (CX) \u306e\u672a\u6765 | 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\" 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