{"id":20194,"date":"2021-07-14T13:43:07","date_gmt":"2021-07-14T20:43:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/cisco-e-escolhida-como-lider-no-aragon-globe-for-intelligent-contact-centers-de-2021\/"},"modified":"2021-08-02T14:53:19","modified_gmt":"2021-08-02T21:53:19","slug":"cisco-e-escolhida-como-lider-no-aragon-globe-for-intelligent-contact-centers-de-2021","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/cisco-e-escolhida-como-lider-no-aragon-globe-for-intelligent-contact-centers-de-2021\/","title":{"rendered":"Cisco \u00e9 escolhida como l\u00edder no Aragon Globe™ for ..."},"content":{"rendered":"

Dados e IA impulsionar\u00e3o as experi\u00eancias dos clientes de nova gera\u00e7\u00e3o<\/h2>\n

A Aragon, uma renomada empresa de an\u00e1lise do setor, divulgou esta semana sua aguardada avalia\u00e7\u00e3o anual do mercado de centros de contato de 2021, a Aragon Research Globe™ para Centros de Contato Inteligentes. Pelo terceiro ano consecutivo, a Cisco (Webex) foi considerada l\u00edder e estamos gratos por essa posi\u00e7\u00e3o e orgulhosos do trabalho e dos investimentos substanciais em solu\u00e7\u00f5es que acreditamos ter impulsionado nossa classifica\u00e7\u00e3o.<\/p>\n


\n \"Gr\u00e1fico
\n<\/a><\/p>\n

Vamos dar uma olhada em alguns destaques do relat\u00f3rio, que cont\u00e9m uma s\u00e9rie de observa\u00e7\u00f5es importantes sobre a natureza din\u00e2mica do mercado de centros de contato e a acelera\u00e7\u00e3o das inova\u00e7\u00f5es impulsionadas, em parte, pelo ambiente de trabalho remoto em larga escala imposto pela pandemia global de 2020-2021.<\/p>\n

Transforma\u00e7\u00e3o digital e comunica\u00e7\u00f5es omnichannel \u2013 com a tecnologia da nuvem<\/h2>\n

A Aragon menciona em seu relat\u00f3rio a natureza cr\u00edtica da transforma\u00e7\u00e3o digital cont\u00ednua \u2013 n\u00e3o apenas para a efici\u00eancia dos neg\u00f3cios por meio de taxas mais altas de automa\u00e7\u00e3o de processos, mas para melhor envolvimento do cliente.<\/p>\n

Fica claro que os consumidores querem poder de escolha na intera\u00e7\u00e3o e que atualmente est\u00e3o usando massivamente os canais de mensagens digitais \u2013 e querem que o contexto seja acompanhado se a assist\u00eancia presencial for necess\u00e1ria.
\nO relat\u00f3rio afirma:<\/p>\n

\u201cA Cisco (Webex), l\u00edder em comunica\u00e7\u00f5es e colabora\u00e7\u00e3o unificadas (UCC), continuou sua estrat\u00e9gia de v\u00e1rios anos para aprimorar seu portf\u00f3lio de centro de contato\u2026 potencializando as aquisi\u00e7\u00f5es e o desenvolvimento org\u00e2nico de engenharia.\u201d<\/p><\/blockquote>\n

As solu\u00e7\u00f5es h\u00edbridas na nuvem agregam valor a todo o espectro de implanta\u00e7\u00e3o do centro de contato<\/h2>\n

Tamb\u00e9m mencionou a capacidade do Webex de oferecer inova\u00e7\u00e3o a partir da nuvem para investimentos em centros de contato existentes. Conforme declarado pela Aragon,<\/p>\n

\u201cContinuamos a observar maturidade na capacidade de implantar aplicativos SaaS como servi\u00e7os gerenciados no local. Isso tamb\u00e9m \u00e9 conhecido como nuvem h\u00edbrida.\u201d<\/p><\/blockquote>\n

Essa importante abordagem pode ser vista na abordagem do Webex de fornecer novo valor para os mais de 3,5\u00a0milh\u00f5es de agentes que j\u00e1 est\u00e3o nas plataformas de centro de contato da Cisco.<\/p>\n

Recursos de alto impacto, como IA para conversas, transcri\u00e7\u00e3o de agentes e an\u00e1lise do sentimento do cliente, agora est\u00e3o dispon\u00edveis na nuvem para nossos clientes atuais.<\/p>\n

Melhor juntos \u2013 a ascens\u00e3o dos centros de contato integrados \u00e0 colabora\u00e7\u00e3o<\/h2>\n

O envolvimento com o cliente moderno exige que os agentes do centro de contato tenham acesso f\u00e1cil a todo o potencial de seus especialistas corporativos. Com a automa\u00e7\u00e3o digital progredindo em um ritmo r\u00e1pido, os envolvimentos presenciais restantes inevitavelmente s\u00e3o mais complexos. Por esse motivo, segundo afirma a Aragon,<\/p>\n

\u201cN\u00e3o h\u00e1 como negar o fato de que os recursos de comunica\u00e7\u00f5es e colabora\u00e7\u00e3o unificadas se integram muito bem aos centros de contato\u2026 cada vez mais consumidores querem adquirir uma oferta integrada\u2026 porque o centro de contato \u00e9 um aplicativo de comunica\u00e7\u00e3o avan\u00e7ada e algumas equipes precisam mais do que apenas telefonia e servi\u00e7os de mensagem b\u00e1sicos.\u201d<\/p><\/blockquote>\n

Como provedora de pacote de solu\u00e7\u00f5es colaborativas completas, a Cisco (Webex) possui qualifica\u00e7\u00e3o excepcional para oferecer uma solu\u00e7\u00e3o coesa, que inclui chamadas, mensagens, reuni\u00f5es e servi\u00e7os de centro de contato aos usu\u00e1rios.<\/p>\n

No relat\u00f3rio Aragon Globe for Unified Communications and Collaboration<\/a> de 2021, em que a Cisco (Webex) tamb\u00e9m foi identificada como l\u00edder, a Aragon observou o valor da integra\u00e7\u00e3o do Webex Contact Center n\u00e3o apenas com a experi\u00eancia completamente nova do aplicativo Webex, mas tamb\u00e9m com um portf\u00f3lio completo de dispositivos de colabora\u00e7\u00e3o projetado tanto para agentes como para o restante da empresa que d\u00e1 suporte a eles.<\/p>\n

A Cisco (Webex) fica honrada de ser identificada como inovadora e l\u00edder no mercado em r\u00e1pida evolu\u00e7\u00e3o de centro de contatos na nuvem<\/h2>\n

Os \u00faltimos 18\u00a0meses, mais do que qualquer outro na hist\u00f3ria, mostraram que o centro de contato \u00e9 um elemento-chave na transforma\u00e7\u00e3o digital global e tem o poder de criar um envolvimento inspirador do cliente com as empresas.
\nConforme declarado pelo analista principal da Aragon, Jim Lundy:<\/p>\n

\u201cA Cisco est\u00e1 bem posicionada em rela\u00e7\u00e3o \u00e0 mudan\u00e7a para o centro de contato inteligente.\u201d<\/p><\/blockquote>\n

A inova\u00e7\u00e3o no setor de experi\u00eancia do cliente est\u00e1 em alta, com o lan\u00e7amento cont\u00ednuo de novos recursos em ritmo acelerado. Fizemos investimentos significativos para oferecer aos nossos clientes n\u00e3o apenas os recursos mais recentes, mas aqueles que, em suas pr\u00f3prias palavras, os ajudar\u00e3o a ter maior impacto no atendimento de seus clientes de forma integrada, personalizada e envolvente.<\/p>\n

Clique aqui<\/a> para ler o relat\u00f3rio completo Intelligent Contact Centers de 2021 da Aragon.<\/p><\/blockquote>\n

Saiba mais<\/strong><\/p>\n

A Cisco \u00e9 escolhida como l\u00edder no Aragon Globe™ for Unified Communications and Collaboration 2021<\/a><\/p>\n

Como os centros de contato na nuvem potencializam experi\u00eancias agrad\u00e1veis para o cliente<\/a><\/p>\n

A incorpora\u00e7\u00e3o do poder dos dados nos centros de contato para criar superagentes<\/a><\/p>\n

Isen\u00e7\u00e3o de responsabilidade da Aragon Research: A Aragon Research n\u00e3o endossa os fornecedores nem os produtos ou servi\u00e7os que s\u00e3o referenciados em suas publica\u00e7\u00f5es de pesquisa e n\u00e3o aconselha os usu\u00e1rios a escolher os fornecedores com as melhores classifica\u00e7\u00f5es. As publica\u00e7\u00f5es de pesquisa da Aragon Research s\u00e3o opini\u00f5es da empresa Aragon Research and Advisory Services e n\u00e3o devem ser interpretadas como verdades absolutas. A Aragon Research apresenta suas publica\u00e7\u00f5es de pesquisa e as informa\u00e7\u00f5es nelas contidas \u201cNO ESTADO EM QUE SE ENCONTRAM\u201d, sem nenhuma esp\u00e9cie de garantia.<\/strong><\/h5>\n","protected":false},"excerpt":{"rendered":"

Pelo terceiro ano consecutivo, a Cisco (Webex) foi considerada l\u00edder e estamos gratos por essa posi\u00e7\u00e3o e orgulhosos do trabalho e dos investimentos substanciais em solu\u00e7\u00f5es que acreditamos ter impulsionado nossa classifica\u00e7\u00e3o.<\/p>\n","protected":false},"author":5430,"featured_media":18575,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1566],"tags":[4278],"class_list":["post-20194","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experiencia-do-cliente","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"\nCisco \u00e9 escolhida como l\u00edder no Aragon Globe™ for Intelligent Contact Centers de 2021 | 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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