{"id":383195,"date":"2021-05-20T08:47:07","date_gmt":"2021-05-20T15:47:07","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/trazendo-servicos-em-nuvem-para-centros-de-contato-locais\/"},"modified":"2021-05-20T08:47:07","modified_gmt":"2021-05-20T15:47:07","slug":"trazendo-servicos-em-nuvem-para-centros-de-contato-locais","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/trazendo-servicos-em-nuvem-para-centros-de-contato-locais\/","title":{"rendered":"Trazendo servi\u00e7os em nuvem para centros de contato locais"},"content":{"rendered":"<h2><span><br \/>\n  <strong>Estrat\u00e9gias de nuvem h\u00edbrida <\/strong><br \/>\n<\/span><\/h2>\n<p>H\u00e1 alguns anos, quando o setor de centro de contato come\u00e7ou a falar sobre a nuvem como o pr\u00f3ximo passo inevit\u00e1vel na evolu\u00e7\u00e3o dos centros de contato, alguns benef\u00edcios espec\u00edficos alimentaram essa tend\u00eancia, como a entrega mais r\u00e1pida de inova\u00e7\u00f5es e atualiza\u00e7\u00f5es.<\/p>\n<p>Embora os benef\u00edcios da entrega de software baseado em nuvem sejam grandes, muitos clientes corporativos de centro de contato no local f\u00edsico ainda n\u00e3o est\u00e3o prontos para migrar seus investimentos para uma solu\u00e7\u00e3o de centro de contato em nuvem p\u00fablica e preferem uma op\u00e7\u00e3o que lhes traga os benef\u00edcios das tecnologias de nuvem, protegendo ao mesmo tempo seus investimentos e requisitos para maior controle, flexibilidade de implanta\u00e7\u00e3o e seguran\u00e7a.<\/p>\n<p>Reconhecendo essa necessidade, a Cisco tem defendido a estrat\u00e9gia de nuvem h\u00edbrida h\u00e1 algum tempo. N\u00e3o h\u00e1 d\u00favida de que h\u00e1 recursos e funcionalidades que s\u00e3o melhor entregues a partir da nuvem, mesmo para solu\u00e7\u00f5es em locais f\u00edsicos. No entanto, o que precisamos maximizar n\u00e3o \u00e9 apenas o modelo de entrega, mas a experi\u00eancia geral do usu\u00e1rio. Para fins de analogia, voc\u00ea acha que um smartphone seria capaz de oferecer a experi\u00eancia que oferece se fosse um dispositivo exclusivamente em nuvem? Provavelmente n\u00e3o. \u00c9 a natureza da nuvem h\u00edbrida do hardware e software do celular trabalhando com os aplicativos baseados na nuvem que oferece a experi\u00eancia excepcional que o mundo adora.<\/p>\n<h2><span><br \/>\n  <strong>Aprimoramentos de administra\u00e7\u00e3o para resili\u00eancia de opera\u00e7\u00f5es <\/strong><br \/>\n<\/span><\/h2>\n<p>Com esse pensamento em mente, dobramos nossa estrat\u00e9gia de nuvem h\u00edbrida para oferecer os benef\u00edcios da tecnologia de nuvem com que os administradores corporativos mais se preocupam e aprimoramos a forma como seu centro de contato local opera.<\/p>\n<p><span><br \/>\n  <strong>Capacidades de atualiza\u00e7\u00e3o semelhantes \u00e0 nuvem<\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li>A nova <span><br \/>\n  <strong>estrat\u00e9gia de lan\u00e7amento din\u00e2mico<\/strong><br \/>\n<\/span> fornecer\u00e1 entrega cont\u00ednua de novos recursos como atualiza\u00e7\u00f5es de software para clientes que desejam se manter atualizados com os recursos mais recentes. (Os clientes que preferem atualiza\u00e7\u00f5es n\u00e3o frequentes podem continuar com vers\u00f5es de longo prazo, como a 12.5). O novo <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/customer-collaboration\/unified-contact-center-enterprise\/bulletin-c25-744954.html\">documento de estrat\u00e9gia de lan\u00e7amento<\/a> o ajuda a escolher o tipo certo de lan\u00e7amento para as suas necessidades.<\/li>\n<li>Receba <span><br \/>\n  <strong>notifica\u00e7\u00f5es de atualiza\u00e7\u00e3o autom\u00e1ticas<\/strong><br \/>\n<\/span> assim que novos patches e recursos estiverem dispon\u00edveis.<\/li>\n<li><span><br \/>\n  <strong>Baixe automaticamente<\/strong><br \/>\n<\/span> as atualiza\u00e7\u00f5es de software do reposit\u00f3rio hospedado na nuvem.<\/li>\n<li>Orquestre atualiza\u00e7\u00f5es de solu\u00e7\u00e3o ponta a ponta usando um comando de atualiza\u00e7\u00e3o simples <span><br \/>\n  <strong>simples de um toque <\/strong><br \/>\n<\/span> com tempo de inatividade m\u00ednimo e planejamento de janelas de manuten\u00e7\u00e3o. Voc\u00ea escolhe quando deseja fazer atualiza\u00e7\u00f5es.<\/li>\n<li><span><br \/>\n  <strong>O desligamento normal<\/strong><br \/>\n<\/span> permite que voc\u00ea aplique atualiza\u00e7\u00f5es de firmware, atualiza\u00e7\u00f5es de seguran\u00e7a do sistema operacional e patches de aplicativos sem afetar as opera\u00e7\u00f5es em andamento, reduzindo a necessidade de janelas de manuten\u00e7\u00e3o complexas.<\/li>\n<li>Visualize<span><br \/>\n  <strong> os indicadores de progresso da atualiza\u00e7\u00e3o<\/strong><br \/>\n<\/span> e receba notifica\u00e7\u00f5es por e-mail sobre o sucesso e o fracasso das atualiza\u00e7\u00f5es.<\/li>\n<li><span><br \/>\n  <strong>As verifica\u00e7\u00f5es autom\u00e1ticas de compatibilidade<\/strong> <\/span>durante a atualiza\u00e7\u00e3o e revers\u00e3o garantem que todos os componentes sejam compat\u00edveis para minimizar o risco de interrup\u00e7\u00f5es durante as atualiza\u00e7\u00f5es.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-365957 size-large\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-1024x479.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-300x140.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-768x359.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/CC-1024x479.png 1024w\" alt=\"centro de contato\" width=\"640\" height=\"299\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<p><span><br \/>\n  <strong>Visibilidade de ponta a ponta do centro de contato<\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li>Nossas solu\u00e7\u00f5es corporativas agora  <span><br \/>\n  <strong>s\u00e3o nativamente integradas ao AppDynamics<\/strong> <\/span>para fornecer capacidade de manuten\u00e7\u00e3o aprimorada com alertas, pain\u00e9is de integridade e detec\u00e7\u00e3o precoce de problemas de desempenho, levando a um maior tempo de atividade e continuidade dos neg\u00f3cios.<\/li>\n<\/ul>\n<p><span><br \/>\n  <strong>Escala aumentada<\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li>Agora, seu centro de contato pode ser dimensionado para oferecer suporte a <span><br \/>\n  <strong>at\u00e9 36.000 agentes simult\u00e2neos<\/strong><br \/>\n<\/span> para acomodar at\u00e9 mesmo as maiores empresas.<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Aprimorando experi\u00eancias do agente<\/strong><br \/>\n<\/span><\/h2>\n<p>Tamb\u00e9m mantemos o agente em mente ao criar novos recursos para esta vers\u00e3o, concebidos para tornar seu dia a dia tranquilo, capacitando-os para se tornarem superagentes e fornecendo-lhes as ferramentas de que precisam para trabalhar em qualquer lugar.<\/p>\n<p><span><br \/>\n  <strong>Experi\u00eancias de agentes com tecnologia de IA <\/strong><br \/>\n<\/span><\/p>\n<ul>\n<li><span><br \/>\n  <strong>O Agent Answers<\/strong> <\/span>fornece sugest\u00f5es e recomenda\u00e7\u00f5es em tempo real com tecnologia de IA com base na intera\u00e7\u00e3o do agente e do autor da chamada, tornando cada agente um superagente. O dispositivo incorporado escuta a chamada e fornece respostas sugeridas e artigos de conhecimento de forma proativa, para que o agente possa passar menos tempo procurando respostas e mais tempo fornecendo um excelente atendimento ao cliente.<\/li>\n<li>O gadget <span><br \/>\n  <strong>Call Transcript <\/strong><br \/>\n<\/span>converte dinamicamente a conversa de voz em texto para que o agente possa ver em tempo real para refer\u00eancia.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p><a href=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-365743\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-1024x572.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-300x167.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-768x429.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2021\/05\/Screenshot-2021-05-12-at-9.42.01-PM-1-1024x572.png 1024w\" alt=\"Call Transcript\" width=\"640\" height=\"358\" \/><br \/>\n<\/a><\/p>\n<p>\u00a0<\/p>\n<h2><span><br \/>\n  <strong>Menos troca de aplicativos <\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>Os gadgets de v\u00e1rias guias<\/strong> <\/span>fornecem uma interface multifuncional dentro do aplicativo de desktop do agente, permitindo que o agente veja mais informa\u00e7\u00f5es de maneira concisa e prontamente acess\u00edvel.<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Trabalhe do seu jeito <\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><span><br \/>\n  <strong>A sele\u00e7\u00e3o do dispositivo do agente<\/strong><br \/>\n<\/span> permite que os agentes compartilhem seu ramal em v\u00e1rios dispositivos e selecionem aquele com o qual gostariam de trabalhar.<\/li>\n<li>Suporte para agentes remotos fazerem login na \u00e1rea de trabalho <span><br \/>\n  <strong>sem precisar estar conectado via VPN<\/strong><br \/>\n<\/span> (dispon\u00edvel para os primeiros testes de campo).<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>Benef\u00edcios para todos <\/strong><br \/>\n<\/span><\/h2>\n<p>Quer voc\u00ea seja um administrador de TI ou um agente de centro de contato, adicionamos benef\u00edcios para facilitar seu trabalho. Estamos entusiasmados em oferecer todos esses novos aprimoramentos e recursos aos nossos clientes de locais f\u00edsicos, para que eles tamb\u00e9m possam come\u00e7ar a se beneficiar do uso da nuvem. Continuamos a investir na funcionalidade de usu\u00e1rio e administrador para clientes da nuvem local e privada, proporcionando-lhes experi\u00eancias agrad\u00e1veis para a transi\u00e7\u00e3o para a nuvem em seu pr\u00f3prio ritmo.<\/p>\n<p>Para obter mais informa\u00e7\u00f5es sobre a vers\u00e3o 12.6, leia nossa <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/customer-collaboration\/unified-contact-center-enterprise\/data-sheet-c78-744949.html\">ficha de dados<\/a> do Contact Center Enterprise.<\/p>\n<blockquote><p>Para saber mais sobre as solu\u00e7\u00f5es de centro de contato da Cisco, acesse nosso <a href=\"https:\/\/www.cisco.com\/go\/cc\">site<\/a>.<\/p><\/blockquote>\n<hr \/>\n<p><strong>Saiba mais<\/strong><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-end-of-frustrating-customer-experiences-why-a-connected-journey-matters\">Para acabar com as experi\u00eancias frustrantes do cliente, precisamos de uma jornada conectada<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">Cisco + IMImobile: Entregando o futuro da experi\u00eancia do cliente, juntos<\/a><\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/changing-customer-experience-with-the-all-new-webex-contact-center-webinar\">Mudando a experi\u00eancia do cliente com o novo centro de contato do Webex [Webinar]<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quer voc\u00ea seja um administrador de TI ou um agente de centro de contato, adicionamos benef\u00edcios para tornar seu trabalho mais f\u00e1cil e aprimorar a forma como seu centro de contato local opera.<\/p>\n","protected":false},"author":5488,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[4278],"class_list":["post-383195","post","type-post","status-publish","format-standard","hentry","category-colaboracao","category-experiencia-do-cliente","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Trazendo servi\u00e7os em nuvem para centros de contato locais | 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\" href=\"https:\/\/blog.webex.com\/customer-experience\/bringing-cloud-services-to-on-premises-contact-centers\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta 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