{"id":382739,"date":"2020-08-18T10:31:32","date_gmt":"2020-08-18T17:31:32","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/atualizacao-mensal-turbine-seu-contact-center-com-o-cisco-webex-contact-center-baseado-em-nuvem\/"},"modified":"2020-08-18T10:31:32","modified_gmt":"2020-08-18T17:31:32","slug":"atualizacao-mensal-turbine-seu-contact-center-com-o-cisco-webex-contact-center-baseado-em-nuvem","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/atualizacao-mensal-turbine-seu-contact-center-com-o-cisco-webex-contact-center-baseado-em-nuvem\/","title":{"rendered":"Atualiza\u00e7\u00e3o mensal: Turbine seu Contact Center com o Cisco Webex ..."},"content":{"rendered":"<h2><span><br \/>\n  <strong>Bem-vindo(a) \u00e0 s\u00e9rie do blog sobre atualiza\u00e7\u00e3o mensal de recursos <\/strong><br \/>\n<\/span><\/h2>\n<p>Para manter nossos clientes informados sobre os novos recursos dispon\u00edveis no portf\u00f3lio do Cisco Contact Center, criamos esta s\u00e9rie mensal para o blog. A cada m\u00eas, voc\u00ea conhecer\u00e1 por de mim e pelos meus colegas da Cisco novos recursos do portf\u00f3lio Webex que ajudam as organiza\u00e7\u00f5es a melhorar a colabora\u00e7\u00e3o no local de trabalho, a produtividade e a experi\u00eancia do cliente.<\/p>\n<p>Neste m\u00eas, vou destacar alguns recursos incr\u00edveis que introduzimos no <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center\/index.html\">Webex Contact Center<\/a>, nosso vers\u00e1til contact center como servi\u00e7o (CCaaS) para contact centers de pequeno e grande parte, que det\u00e9m a confian\u00e7a de empresas l\u00edderes da \u00e1rea financeira, sa\u00fade, varejo e entretenimento do mundo todo.<\/p>\n<p>Como usamos uma abordagem de \u00e1gil desenvolvimento de nuvem, conseguimos introduzir novos recursos e funcionalidades de forma frequente e cont\u00ednua. Nossa plataforma Webex multilocat\u00e1ria em nuvem exclusiva para Contact Centers nos permite oferecer esses novos recursos em todo o portf\u00f3lio de contact center, permitindo que os clientes locais e em <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\">nuvem<\/a> aproveitem rapidamente os novos recursos que os ajudam a atingir suas metas de neg\u00f3cios.<\/p>\n<h2><span><br \/>\n  <strong>Veja o que h\u00e1 de novo<\/strong><br \/>\n<\/span><\/h2>\n<h2><span><br \/>\n  <strong>Tome decis\u00f5es mais inteligentes com o Webex Workforce Optimization <\/strong><br \/>\n<\/span><\/h2>\n<p>Nosso aprimorado pacote de nuvem <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Workforce Optimization<\/a> (WFO) inclui gerenciamento de qualidade, gerenciamento de for\u00e7a de trabalho e an\u00e1lises que capacitam os supervisores do contact center a otimizar o desempenho dos agentes e a obter informa\u00e7\u00f5es valiosas sobre os clientes. A solu\u00e7\u00e3o inclui tr\u00eas m\u00f3dulos principais e agora est\u00e1 dispon\u00edvel com a nossa solu\u00e7\u00e3o local Unified Contact Center Express e com o Webex Contact Center:<\/p>\n<ul>\n<li><strong><br \/>\n  <span>O gerenciamento de qualidade<\/span> <\/strong>inclui grava\u00e7\u00e3o escalon\u00e1vel de chamadas de voz e tela e ferramentas de avalia\u00e7\u00e3o de qualidade que permitem aos supervisores analisar e avaliar facilmente o n\u00edvel de desempenho de indiv\u00edduos e equipes para que possam manter o controle da produtividade da equipe, a resolu\u00e7\u00e3o na primeira chamada (FCR) e a satisfa\u00e7\u00e3o do cliente (CSAT).<\/li>\n<\/ul>\n<div id=\"attachment_334892\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334892\" class=\"wp-image-334892 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png\" sizes=\"auto, (max-width: 840px) 100vw, 840px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-QM.png 840w\" alt=\"O m\u00f3dulo Webex WFO Quality Management permite que os gerentes de contact centers encontrem intera\u00e7\u00f5es de interesse com extrema precis\u00e3o, usando uma potente combina\u00e7\u00e3o de dados do cliente, energia da fala e outros metadados relacionados ao neg\u00f3cio.\" width=\"840\" height=\"511\" \/><p id=\"caption-attachment-334892\" class=\"wp-caption-text\">Webex Workforce Optimization Quality Management<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>O Workforce Management <\/strong><br \/>\n<\/span>permite que supervisores e gerentes desenvolvam cronogramas para v\u00e1rios locais, gerenciem dados cr\u00edticos e os principais indicadores de desempenho (KPIs) e gerenciem em tempo real a ades\u00e3o dos agentes aos cronogramas. Isso capacita os contact centers a prever o inesperado com facilidade e precis\u00e3o, a analisar e ajustar de forma proativa as realidades di\u00e1rias e tomar decis\u00f5es mais inteligentes para gerenciar recursos cr\u00edticos de neg\u00f3cios para otimizar os n\u00edveis de servi\u00e7o.<\/li>\n<\/ul>\n<div id=\"attachment_334893\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334893\" class=\"wp-image-334893 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png\" sizes=\"auto, (max-width: 833px) 100vw, 833px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-300x183.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1-768x467.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-WFM1.png 833w\" alt=\"O m\u00f3dulo Webex WFO Workforce Management permite que os gerentes de contact centers prevejam tend\u00eancias de volume, desenvolvam cronogramas para os agentes e rastreiem os principais indicadores de desempenho. \" width=\"833\" height=\"507\" \/><p id=\"caption-attachment-334893\" class=\"wp-caption-text\">Webex Workforce Optimization Workforce Management<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>O Workforce Optimization Analytics <\/strong><br \/>\n<\/span>integra an\u00e1lise de fala, desktop e texto em uma \u00fanica ferramenta anal\u00edtica unificada, fornecendo aos supervisores insights baseados em dados e m\u00e9tricas vitais sobre a voz de seus clientes. Isso d\u00e1 \u00e0s organiza\u00e7\u00f5es insights exclusivos sobre cada conversa com o cliente para que possam fazer melhorias que gerem experi\u00eancias melhores para o cliente e melhores resultados de neg\u00f3cios.<\/li>\n<\/ul>\n<div id=\"attachment_334894\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334894\" class=\"wp-image-334894 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png\" sizes=\"auto, (max-width: 845px) 100vw, 845px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-300x180.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics-768x461.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Cisco-Analytics.png 845w\" alt=\"A lideran\u00e7a do contact center pode facilmente integrar e visualizar informa\u00e7\u00f5es de qualquer lugar no Webex WFO usando o m\u00f3dulo Analytics. \" width=\"845\" height=\"507\" \/><p id=\"caption-attachment-334894\" class=\"wp-caption-text\">Webex Workforce Optimization Analytics<\/p><\/div>\n<h2><span><br \/>\n  <strong>Efici\u00eancia operacional aprimorada com relat\u00f3rios do Webex Contact Center Analyzer<\/strong><br \/>\n<\/span><\/h2>\n<p>Fizemos alguns aprimoramentos na nossa solu\u00e7\u00e3o anal\u00edtica avan\u00e7ada que facilitam e agilizam a localiza\u00e7\u00e3o de informa\u00e7\u00f5es vitais e simplificam as configura\u00e7\u00f5es de limite para m\u00e9tricas importantes, como o tempo de espera.<\/p>\n<ul>\n<li><span><br \/>\n  <strong>Pesquisa aprimorada: <\/strong><br \/>\n<\/span>Economiza tempo, fornecendo uma visualiza\u00e7\u00e3o do nome de todas as pastas, relat\u00f3rios ou pain\u00e9is, correspondendo \u00e0 sequ\u00eancia de pesquisa para pesquisas avan\u00e7adas. Fizemos alguns aprimoramentos na nossa solu\u00e7\u00e3o anal\u00edtica avan\u00e7ada que facilitam e agilizam a localiza\u00e7\u00e3o de informa\u00e7\u00f5es vitais e simplificam as configura\u00e7\u00f5es de limite para m\u00e9tricas importantes.<\/li>\n<li><strong><br \/>\n  <span>Relat\u00f3rios de limite:<\/span>\u00a0<\/strong>Permite que voc\u00ea defina limites e alertas personalizados para dados de agentes e chamadas para ficar por dentro do tempo de espera ou outras m\u00e9tricas que voc\u00ea precisa acompanhar de perto.<\/li>\n<\/ul>\n<div id=\"attachment_334681\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334681\" class=\"wp-image-334681 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png\" sizes=\"auto, (max-width: 924px) 100vw, 924px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--300x173.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer--768x444.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-Analyzer-.png 924w\" alt=\"Pesquisa aprimorada do Webex Contact Center Analyzer\" width=\"924\" height=\"534\" \/><p id=\"caption-attachment-334681\" class=\"wp-caption-text\">Pesquisa aprimorada do Webex Contact Center Analyzer<\/p><\/div>\n<h2><span><br \/>\n  <strong>Implementa\u00e7\u00e3o e gerenciamento simplificados com o Webex Control Hub<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Chamada Cisco PSTN para o Webex Contact Center:<\/strong><br \/>\n<\/span> Agora, estamos oferecendo uma solu\u00e7\u00e3o de chamada PSTN de f\u00e1cil implementa\u00e7\u00e3o para clientes Cisco Webex Contact Center e Cisco Webex Contact Center Enterprise, que facilita a compra e a implementa\u00e7\u00e3o do seu contact center com uma \u00fanica cobran\u00e7a da Cisco. Para simplificar ainda mais as coisas, os direitos de PSTN podem ser adicionados e provisionados no <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-control-hub\/index.html\">Webex Control Hub<\/a>, nossa ferramenta de gerenciamento de nuvem para solu\u00e7\u00f5es de colabora\u00e7\u00e3o Webex. Os clientes podem comprar uma assinatura do Webex Contact Center, incluir chamadas Cisco PSTN e estarem em pleno funcionamento em apenas cinco dias.<\/li>\n<\/ul>\n<div id=\"attachment_334685\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334685\" class=\"wp-image-334685 size-full\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png\" sizes=\"auto, (max-width: 842px) 100vw, 842px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Contact-Center-Settings.png 842w\" alt=\"Como adicionar o Cisco PSTN para Webex Contact Center via Webex Control Hub\" width=\"842\" height=\"472\" \/><p id=\"caption-attachment-334685\" class=\"wp-caption-text\">Como adicionar o Cisco PSTN para Webex Contact Center via Webex Control Hub<\/p><\/div>\n<ul>\n<li><span><br \/>\n  <strong>Aplicativos de terceiros<\/strong><strong><sup><\/sup><\/strong><strong>: <\/strong><br \/>\n<\/span>N\u00f3s facilitamos muito o gerenciamento do conector do Webex Contact Center para o Salesforce e outros aplicativos de terceiros<sup><\/sup> por meio Webex Control Hub. O conector do Salesforce fornece dados cr\u00edticos dos clientes no desktop do agente, melhorando a efici\u00eancia e minimizando a troca de aplicativos enquanto auxilia os clientes. Al\u00e9m disso, o conector permite que os contact centers personalizem os fluxos da URA e o roteamento com base no acesso em tempo real aos dados dos clientes, garantindo que eles sejam encaminhados para a pessoa mais qualificada que possa fornecer as respostas mais precisas e em tempo h\u00e1bil, logo na primeira vez.<\/li>\n<\/ul>\n<div id=\"attachment_334688\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-334688\" class=\"wp-image-334688\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png\" sizes=\"auto, (max-width: 1072px) 100vw, 1072px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-300x168.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-768x431.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub-1024x575.png 1024w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/08\/Webex-Contact-Center-connectors-for-third-party-applications-managed-in-Webex-Contro-Hub.png 1072w\" alt=\"Conectores do Webex Contact Center para aplicativos de terceiros gerenciados no Webex Control Hub\" width=\"730\" height=\"410\" \/><p id=\"caption-attachment-334688\" class=\"wp-caption-text\">Conectores do Webex Contact Center para aplicativos de terceiros gerenciados no Webex Control Hub<\/p><\/div>\n<h2><span><br \/>\n  <strong>O que vem a seguir?<\/strong><br \/>\n<\/span><\/h2>\n<p>Mal posso esperar para me comunicar com voc\u00ea regularmente e ouvir saber como esses novos recursos est\u00e3o ajudando voc\u00ea a ter mais sucesso. Fique atento no blog do pr\u00f3ximo m\u00eas, em que destacarei novos recursos para melhorar sua proatividade no aprimoramento das experi\u00eancias dos seus clientes.<\/p>\n<blockquote><p>Para saber mais sobre a plataforma Webex Contact Center, leia nosso <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/webex-contact-center-ebook.pdf?ccid=cc001193&#038;oid=ebkco018808\">e-book<\/a>. Para saber mais sobre as solu\u00e7\u00f5es do Cisco Contact Center, acesse nosso\u00a0<a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">site<\/a>.<\/p><\/blockquote>\n<p><span><br \/>\n  <strong>Deseja conversar com um especialista da Cisco sobre solu\u00e7\u00f5es para contact centers?\u00a0\u00a0 <\/strong><br \/>\n<\/span><\/p>\n<p>Explore as op\u00e7\u00f5es de solu\u00e7\u00f5es para contact centers de r\u00e1pida implanta\u00e7\u00e3o que permanecer\u00e3o com voc\u00ea a longo prazo. <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/remote-agents.html#~contact-us\">Entre em contato com um especialista da Cisco aqui.<\/a><\/p>\n<p><span><br \/>\n  <strong>Saiba mais<\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020\">Cisco \u00e9 identificada como l\u00edder no Globe for Intelligent Contact Center 2020 da Aragon<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/a-blueprint-for-hybrid-workplaces\">Um plano para locais de trabalho h\u00edbridos<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/ciscos-latest-innovations-in-artificial-intelligence-improve-contact-center-performance-and-enrich-customer-experiences\">As \u00faltimas inova\u00e7\u00f5es da Cisco em intelig\u00eancia artificial melhoram o desempenho do Contact Center e enriquecem as experi\u00eancias do cliente<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Confira a atualiza\u00e7\u00e3o deste m\u00eas sobre os novos recursos que ajudam as organiza\u00e7\u00f5es a melhorar a colabora\u00e7\u00e3o no local de trabalho, a produtividade e a experi\u00eancia do cliente no portf\u00f3lio do Cisco Contact Center.<\/p>\n","protected":false},"author":5501,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[15112],"class_list":["post-382739","post","type-post","status-publish","format-standard","hentry","category-colaboracao","category-experiencia-do-cliente","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Atualiza\u00e7\u00e3o mensal: Turbine seu Contact Center com o Cisco Webex Contact Center baseado em nuvem | 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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