{"id":382874,"date":"2020-11-24T07:57:08","date_gmt":"2020-11-24T15:57:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/aceleracao-estrelada-especialistas-analisam-as-novidades-para-a-tecnologia-do-centro-de-contatos\/"},"modified":"2020-11-24T07:57:08","modified_gmt":"2020-11-24T15:57:08","slug":"aceleracao-estrelada-especialistas-analisam-as-novidades-para-a-tecnologia-do-centro-de-contatos","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/aceleracao-estrelada-especialistas-analisam-as-novidades-para-a-tecnologia-do-centro-de-contatos\/","title":{"rendered":"Acelera\u00e7\u00e3o estrelada \u2013 Especialistas analisam as novidades para a ..."},"content":{"rendered":"


\n
\n
\n \"folheto
\n <\/a>Espere e entre no hype das solu\u00e7\u00f5es de suporte e atendimento ao cliente \u2013 <\/strong>
\n<\/span>
\n Insights da Cisco e da Gartner Research<\/strong>
\n<\/span><\/h2>\n

Recentemente, a Cisco fechou uma parceria com a Gartner Research para criar um conjunto de insights aprofundados sobre cinco \u00e1reas tem\u00e1ticas que os profissionais de centro de contatos e especialistas de experi\u00eancia do cliente podem aproveitar para orientar seu planejamento para o pr\u00f3ximo ano.<\/p>\n

A publica\u00e7\u00e3o resultante, A acelera\u00e7\u00e3o do centro de contato do futuro<\/a><\/em>
\n ,<\/em>
\n<\/strong> conta com cinco artigos instigantes sobre quest\u00f5es cr\u00edticas para os respons\u00e1veis por decis\u00f5es de centros de contatos. Cada se\u00e7\u00e3o foi cuidadosamente concebida por l\u00edderes da Cisco que s\u00e3o especialistas no assunto, com o objetivo de ajudar a orientar quem est\u00e1 buscando entender quais s\u00e3o os principais assuntos a se levar em conta, uma vez que o centro de contatos se uniu aos canais digitais como o principal local de com\u00e9rcio e presta\u00e7\u00e3o de servi\u00e7os em 2020 e no futuro.<\/p>\n

Os artigos s\u00e3o acompanhados por uma c\u00f3pia complementar do relat\u00f3rio
\n Hype Cycle for Customer Service and Support Technologies<\/em>
\n<\/a> de 2020 da Gartner, o qual, como entendemos, acompanha as principais tecnologias ao longo do ciclo de ado\u00e7\u00e3o.<\/p>\n


\n Vejamos o time estrelado de especialistas em centro de contatos da Cisco:<\/strong>
\n<\/span><\/p>\n


\n Assertividade: O futuro do centro de contatos<\/strong>\u00a0<\/span><\/h2>\n


\n
\n
\n \"Omar
\n <\/a>
\n Omar Tawakol<\/span>
\n <\/em>
\n<\/strong> lidera nossa equipe de autores dos artigos. Ele \u00e9 Vice-Presidente e Gerente Geral da Unidade de Neg\u00f3cios de Centro de Contatos da Cisco. Omar criou v\u00e1rios neg\u00f3cios baseados na nuvem e entrou para a empresa a partir da aquisi\u00e7\u00e3o da Voicea em 2019.<\/p>\n

Em seu artigo,
\n Assertividade: O futuro do centro de contatos<\/a>
\n<\/em>, Omar apresenta uma vis\u00e3o ampla do cen\u00e1rio do nosso neg\u00f3cio de centros de contato, destacando quatro \u00e1reas importantes de investimento. Ele tamb\u00e9m descreve como nossas solu\u00e7\u00f5es \u201cachatar\u00e3o a curva de recursos\u201d do centro de contatos. E seu objetivo final? Melhores experi\u00eancias do cliente.<\/p>\n

\u00a0<\/p>\n


\n O futuro da IA nos centros de contato<\/strong>
\n<\/span><\/h2>\n


\n \"Mohamed
\n<\/a>
\n
\n Mohamed El-Geish<\/span>
\n <\/em>
\n<\/strong> \u00e9 Diretor de
\n IA para Centro de Contatos da Cisco<\/a>
\n<\/em>. \u00c9 um talentoso inventor de dez patentes de inova\u00e7\u00f5es relacionadas a IA. Seu artigo,
\n O futuro da IA<\/em>
\n<\/a>
\n ,<\/em>
\n<\/strong> tem uma reviravolta interessante. Veja se voc\u00ea consegue descobrir!<\/p>\n

Geish ajuda o leitor a navegar por algumas das tend\u00eancias importantes de IA e onde elas se posicionam no ciclo do hype. O leitor ter\u00e1 insights sobre o que esperar nos pr\u00f3ximos anos com essa mega tend\u00eancia.<\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n


\n Hype X Esperan\u00e7a: Experi\u00eancia do cliente<\/strong>
\n<\/span><\/h2>\n


\n
\n
\n \"Vinod
\n <\/a>
\n Vinod Muthukrishnan<\/span>
\n <\/em>
\n<\/strong> \u00e9 Diretor Executivo de Crescimento do Centro de Contatos da Cisco. Vinod certamente tem uma das experi\u00eancias mais interessantes da nossa equipe: j\u00e1 foi oficial de navega\u00e7\u00e3o em um navio petroleiro e passou nove anos em alto mar! A forma como essa jornada o motivou a abrir a CloudCherry, adquirida pela Cisco em 2019, \u00e9 lend\u00e1ria.<\/p>\n

Vinod apresenta ao leitor a realidade do
\n
\n Hype X Esperan\u00e7a: Experi\u00eancia do cliente<\/em>
\n <\/strong>
\n<\/a>. Sua profunda experi\u00eancia com solu\u00e7\u00f5es de voz do cliente se manifestou na Cisco no nosso recurso
\n Webex Experience Management<\/a><\/em>. O leitor ser\u00e1 informado sobre experi\u00eancias do cliente preditivas e preventivas.<\/p>\n

\u00a0<\/p>\n


\n Por que o centro de contatos \u00e9 mais importante do que nunca<\/strong>
\n<\/span><\/h2>\n

\"Zack<\/p>\n

Como Diretor de Comunica\u00e7\u00e3o Estrat\u00e9gica da unidade de neg\u00f3cios de Centro de Contatos da Cisco, tenho a oportunidade de conversar diariamente com empresas l\u00edderes do mundo todo que est\u00e3o reinventando suas experi\u00eancias do cliente com base na experi\u00eancia duplamente dif\u00edcil de inova\u00e7\u00e3o digital e do centro de contatos. Pensar nos problemas que vejo serem resolvidos resultou em nove patentes de inova\u00e7\u00e3o do centro de contatos ao longo dos anos.<\/p>\n

Minha ideia b\u00e1sica de <\/em>
\n Por que o centro de contatos \u00e9 mais importante do que nunca<\/em>
\n<\/a> est\u00e1 acontecendo em tempo real, \u00e0 medida que o centro de contatos est\u00e1 passando por um renascimento massivo, e surgiu em um papel de lideran\u00e7a na experi\u00eancia do cliente empresarial. O centro de contatos se libertar\u00e1 da reputa\u00e7\u00e3o de \u201ccusto a ser gerenciado\u201d para a ideia de \u201cativo a ser alavancado\u201d. Os centros de contatos realmente se tornaram os \u201cgoleiros digitais\u201d da organiza\u00e7\u00e3o, fortalecendo ou destruindo as exce\u00e7\u00f5es da experi\u00eancia do cliente que n\u00e3o podem ser resolvidas no autoatendimento.<\/p>\n


\n Os seis fundamentos da plataforma de experi\u00eancia do cliente do futuro<\/strong>
\n<\/span><\/h2>\n

\"RyanQuem rebate a jogada para n\u00f3s \u00e9 nosso CTO de Centro de Contatos da Cisco,
\n Ryan Plant<\/em>. <\/strong>
\n<\/span>Ryan \u00e9 veterano de desenvolvimento de software em nuvem, contribuindo com extensa experi\u00eancia para nossa unidade de neg\u00f3cios de Centro de Contatos. Ryan est\u00e1 profundamente envolvido na arquitetura da nossa plataforma de CCaaS de \u00faltima gera\u00e7\u00e3o. Neste artigo, intitulado\u00a0
\n Os seis fundamentos da plataforma de experi\u00eancia do cliente do futuro<\/a>
\n<\/em>\u00a0voc\u00ea vai assumir o papel de um CTO encarregado por construir uma plataforma de software l\u00edder e moderna.<\/p>\n

Ryan explica claramente por que cada uma destas seis \u00e1reas \u00e9 t\u00e3o importante para a plataforma de atendimento ao cliente moderna. Sabe qual a novidade? Voc\u00ea n\u00e3o precisa ser programador para entender a jornada pela qual Ryan leva o leitor!<\/p>\n

\u00a0<\/p>\n

Durante anos, lembro-me de sempre ficar maravilhado com a All-Star Band que Ringo Starr reunia para fazer turn\u00eas todos os anos, os melhores m\u00fasicos de diferentes bandas. Ao trabalhar neste projeto, tive um vislumbre de como seria! Agrade\u00e7o aos meus colegas Omar, Geish, Vinod e Ryan por se juntarem a mim na jornada do centro de contatos do futuro!<\/p>\n

\n

Baixe a c\u00f3pia complementar de <\/em><\/h2>\n


\n
\n
\n A acelera\u00e7\u00e3o do centro de contatos do futuro<\/u>
\n <\/strong>
\n <\/a>
\n<\/em><\/h2>\n<\/blockquote>\n

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

P\u00e1gina Solu\u00e7\u00f5es de centro de contatos em nuvem da Cisco<\/a><\/p>\n

Estudo Riding Along On 262% ROI: Forrester Webex Contact Center Total Economic Impact (TEI)<\/a><\/p>\n

A Cisco \u00e9 identificada como l\u00edder no Aragon\u2019s Globe for Intelligent Contact Centers de 2020<\/a><\/p>\n

Quatro jornadas, um destino: A nuvem<\/a>, boletim t\u00e9cnico da Mc-Gee Smith Analytics<\/p>\n","protected":false},"excerpt":{"rendered":"

A Cisco fechou uma parceria com a Gartner Research para criar um conjunto de insights aprofundados que v\u00e3o acelerar o desenvolvimento do centro de contatos do futuro.<\/p>\n","protected":false},"author":5430,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[5286,772],"class_list":["post-382874","post","type-post","status-publish","format-standard","hentry","category-colaboracao","category-experiencia-do-cliente","tag-central-de-atendimento","tag-cloud-communications"],"acf":[],"yoast_head":"\nAcelera\u00e7\u00e3o estrelada \u2013 Especialistas analisam as novidades para a tecnologia do centro de contatos | 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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