{"id":384404,"date":"2020-03-27T07:04:56","date_gmt":"2020-03-27T14:04:56","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/uma-mensagem-aos-nossos-clientes-seus-agentes-podem-trabalhar-de-casa-com-a-solucao-do-cisco-contact-center\/"},"modified":"2020-03-27T07:04:56","modified_gmt":"2020-03-27T14:04:56","slug":"uma-mensagem-aos-nossos-clientes-seus-agentes-podem-trabalhar-de-casa-com-a-solucao-do-cisco-contact-center","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/uma-mensagem-aos-nossos-clientes-seus-agentes-podem-trabalhar-de-casa-com-a-solucao-do-cisco-contact-center\/","title":{"rendered":"Uma mensagem aos nossos clientes: Seus agentes podem trabalhar de ..."},"content":{"rendered":"<p>Horas inesperadas aceleraram a necessidade de centros de contatos em todo o mundo procurarem maneiras de dar suporte aos clientes com informa\u00e7\u00f5es sobre o v\u00edrus e seu impacto, enquanto ao mesmo tempo reduza ao mesmo tempo o risco potencial de exposi\u00e7\u00e3o para seus <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/index.html\"><\/a> funcion\u00e1rios.<\/p>\n<p>Os volumes de intera\u00e7\u00e3o dobrou e at\u00e9 mesmo para muitos dos nossos clientes de todos os setores de atividade, desde servi\u00e7os m\u00e9dicos, viagens, bancos, varejo, telecomunica\u00e7\u00f5es e seguro. \u00a0Ir al\u00e9m e acima para ajudar seus clientes e comunidades durante esses tempos de desafio \u00e9 um imperativo consistente.<\/p>\n<p>A prioridade da Cisco \u00e9 permitir que nossos clientes se adaptem rapidamente a essas necessidades urgentes. Muitos j\u00e1 usam as solu\u00e7\u00f5es do centro de contatos virtuais e de agentes remotos da Cisco h\u00e1 anos, e agora a demanda por isso aumentou significativamente. \u00a0Embora mais de 40% dos nossos clientes tenham um programa de trabalho home home existente para seus recursos do centro de contatos, veja como os clientes do Unified Contact Center Enterprise e Unified Contact Center Express podem expandir ou ativar rapidamente equipes adicionais do call center de trabalho home para permanecerem <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\"><\/a>  <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\"><\/a> produtivas.<\/p>\n<h2><span><br \/>\n  <strong>Configura\u00e7\u00e3o r\u00e1pida dos supervisores e agentes de &#8220;trabalho em casa&#8221;<\/strong><br \/>\n<\/span><\/h2>\n<p>As solu\u00e7\u00f5es dos centro de contatos locais da Cisco oferecem v\u00e1rias m\u00e9todos para permitir que agentes e supervisores executem efetivamente seu trabalho de casa.\u00a0 A abordagem escolhida depende da configura\u00e7\u00e3o exclusiva do centro de contatos e das necessidades de neg\u00f3cios. Para obter instru\u00e7\u00f5es completas de configura\u00e7\u00e3o, leia nosso Guia de implanta\u00e7\u00e3o de solu\u00e7\u00e3o de trabalho <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/contact-center\/unified-contact-center-express\/white-paper-c11-743571.html\">da p\u00e1gina home<\/a>.<\/p>\n<ul>\n<li><strong>Agente remoto sobre banda larga Essa abordagem pode ser usada em plataformas Unified Contact Center Enterprise e Express e oferece aos agentes remotos uma experi\u00eancia id\u00eantica para trabalhar no escrit\u00f3rio atrav\u00e9s de uma conex\u00e3o de rede de banda larga usando <\/strong>VPN. O desktop do agente Cisco Finesse e um ponto final, como um telefone Cisco IP, Cisco Jabber ou Cisco IP Communicator s\u00e3o tudo o que \u00e9 necess\u00e1rio.<\/li>\n<li><strong>Agente remoto com Expressway Esta abordagem tamb\u00e9m pode ser usada em plataformas Unified Contact Center Enterprise e Express com agentes que usam o desktop do Cisco Finesse sobre <\/strong>VPN. Ela aproveita a arquitetura do Cisco Webex Edge e inclui o Cisco Unified Communications Mobile e o Remote Access para permitir acesso seguro para terminais que n\u00e3o est\u00e3o na rede corporativa, como um <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/conferencing\/webex-edge\/index.html?dtid=osscdc000283\">Telefone IP Da Cisco, Cisco Jabber ou Cisco IP<\/a> Communicator.<\/li>\n<li><strong>Agente remoto com o Extend e Connect Esta abordagem permite que os agentes <\/strong>do Unified Contact Center Express trabalhem de casa, usando qualquer dispositivo. Esse recurso oferece flexibilidade para atender ou fazer chamadas usando dispositivos que est\u00e3o conectados \u00e0 PSTN sistema, ou a dispositivos m\u00f3veis ou a outras redes PBX. Voc\u00ea pode habilitar o recurso Estender e Conectar atrav\u00e9s do cliente Cisco Jabber selecionando apenas o modo Estender.<\/li>\n<li><strong>Agente m\u00f3vel O recurso Agente m\u00f3vel permite que os agentes do Unified Contact Center Enterprise funcionem de casa e tenham a flexibilidade de usar sua op\u00e7\u00e3o de telefone preferida em qualquer infraestrutura <\/strong>de comuta de terceiros. Os agentes especificam o n\u00famero de telefone de destino durante a hora de login e podem alterar o n\u00famero com a freq\u00fc\u00eancia que quiserem. Os agentes usam o desktop do agente Cisco Finesse atrav\u00e9s de VPN.<\/li>\n<\/ul>\n<h2><strong><br \/>\n  <span>Protegendo seus agentes remotos com a seguran\u00e7a da Cisco<\/span><br \/>\n<\/strong><\/h2>\n<p>Para proteger seus agentes remotos, a Cisco oferece tecnologias importantes <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/security\/anyconnect-secure-mobility-client\/index.html\">de seguran\u00e7a que s\u00e3o<\/a> projetadas para proteger os funcion\u00e1rios remotos em qualquer lugar.<\/p>\n<h2><span><br \/>\n  <strong>Manter a qualidade das experi\u00eancias dos seus clientes<\/strong><br \/>\n<\/span><\/h2>\n<p>\u00c0 medida que os pontos de contato on-line do seu cliente aumentam rapidamente e seus agentes come\u00e7am a trabalhar remotamente, \u00e9 importante monitorar as jornadas dos seus clientes cuidadosamente para garantir que voc\u00ea ainda esteja reunindo suas pontua\u00e7\u00f5es CSAT ou NPS desejadas durante esse momento crucial quando eles mais precisam de voc\u00ea. Isso pode ser realizado atrav\u00e9s do monitoramento de pontua\u00e7\u00f5es CSAT ou NPS p\u00f3s-chamada usando a integra\u00e7\u00e3o do Webex Experience Management com as solu\u00e7\u00f5es do Unified Contact Center Enterprise e Express e obter rapidamente a an\u00e1lise de causa raiz de quaisquer problemas com o seu centro de <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\"><\/a> contatos.<\/p>\n<p>A solu\u00e7\u00e3o tamb\u00e9m permite que voc\u00ea execute pesquisas de pulso de agente peri\u00f3dica, o que pode ser \u00fatil para entender como seus agentes remotos est\u00e3o se adaptando para trabalhar de casa e analisar problemas com banda larga, mentoria remota ou colaborar com outros agentes que podem estar impactando a experi\u00eancia do cliente.<\/p>\n<h2><span><br \/>\n  <strong>Gerenciando volumes de chamada com autoatend rela\u00e7\u00e3o<\/strong><br \/>\n<\/span><\/h2>\n<p>Como parte do seu plano de continuidade de neg\u00f3cios, considere recarregar consultas simples de clientes com op\u00e7\u00f5es de auto-atendimento e usar um IVR para pr\u00e9-qualificar chamadas antes de chegar a seus agentes remotos. Isso d\u00e1 aos seus clientes acesso 24 horas por dia, 7 dias por semana, e reduz o tempo de espera de solicita\u00e7\u00f5es simples, reduzindo o carregamento de chamada de seus agentes, para que eles possam se concentrar nas conversas essenciais com os clientes.<\/p>\n<p>Voc\u00ea tamb\u00e9m pode recarregar o volume de chamada criando agentes virtuais desenvolvidos pela Intel (AI) usando as APIs dispon\u00edveis, alavancar o bate-papo e o e-mail para consultas de entrada ou proativamente manter contato com clientes usando campanhas de sa\u00edda baseadas em IVR.<\/p>\n<h2><span><br \/>\n  <strong>Resumo<\/strong><br \/>\n<\/span><\/h2>\n<p>Seu centro de contatos desempenha um papel importante para ajud\u00e1-lo a manter a continuidade dos neg\u00f3cios. Estamos todos experimentando coisas que nunca conseguimos esperar. A Cisco est\u00e1 aqui para ajudar. Nossa prioridade \u00e9 cuidar primeiro dos nossos clientes para que voc\u00ea possa cuidar dos seus pr\u00f3prios clientes e dos seus funcion\u00e1rios.<\/p>\n<p><span><br \/>\n  <strong>Pensando em como habilitar uma for\u00e7a de trabalho remota usando a Webex? <\/strong><br \/>\n<\/span><\/p>\n<p><a href=\"https:\/\/www.raconteur.net\/sponsored\/how-to-enable-a-remote-workforce-using-webex\">Leia este relat\u00f3rio especial sobre &#8220;Connected Business&#8221; no Times Uk com Sri Srinivasan, vice-presidente s\u00eanior e gerente geral da Cisco Collaboration e Perguntas e respostas sobre &#8220;Dicas especializadas sobre trabalho remoto&#8221; com o vice-presidente e gerente geral da Webex Teams, Lorrissa Telecom.\u00a0<\/a><\/p>\n<blockquote>\n<p>Para saber como configurar agentes remotos, leia nosso Guia <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collateral\/contact-center\/unified-contact-center-express\/white-paper-c11-743571.html\">de implanta\u00e7\u00e3o de solu\u00e7\u00f5es de trabalho home.<\/a><br \/>\nLeia sobre nosso plano de agentes remotos Cisco Webex em nuvem do <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">Contact<\/a>Center.<br \/>\nSaiba mais sobre <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/collaboration-endpoints\/index.html\">o Centro de contatos da Cisco<\/a><\/p>\n<\/blockquote>\n<p><strong>Saiba mais A Cisco anuncia a implanta\u00e7\u00e3o r\u00e1pida do Centro de contatos<\/strong>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-announces-work-from-home-webex-contact-center-quick-deployment\">Webex &#8220;Trabalhando de<\/a>  <a href=\"https:\/\/blog.webex.com\/pt-br\/videoconferencia\/cisco-webex-apoiando-os-clientes-nessa-epoca-sem-precedentes\/\">casa&#8221; Cisco Webex: Suportando clientes durante este hor\u00e1rio in\u00e9dito<\/a>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\">Cisco Contact Center Portfolio: Revolundo as experi\u00eancias de clientes e agentes<\/a><\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Veja como os clientes do Unified Contact Center Enterprise e Unified Contact Center Express podem expandir ou ativar rapidamente equipes de call center de trabalho home para permanecerem produtivas.<\/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":[6645],"class_list":["post-384404","post","type-post","status-publish","format-standard","hentry","category-colaboracao","category-experiencia-do-cliente","tag-cisco-unified-communications-manager-pt-br"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Uma mensagem aos nossos clientes: Seus agentes podem trabalhar de casa com a solu\u00e7\u00e3o do Cisco Contact Center | 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\/a-message-to-our-customers-your-agents-can-work-from-home-with-your-cisco-contact-center-solution\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Uma mensagem aos nossos clientes: Seus agentes podem trabalhar de casa com a solu\u00e7\u00e3o do Cisco Contact Center | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"Veja como os clientes do Unified Contact Center Enterprise e Unified Contact Center Express podem expandir ou ativar rapidamente equipes 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Wiener","image":{"@type":"ImageObject","inLanguage":"pt-BR","@id":"https:\/\/blog.webex.com\/es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1dc30e8741cb8fe01b8e245bfc7b97ac4d92b920d236f483249733f5591ec649?s=96&d=wp_user_avatar&r=g","caption":"David Wiener"},"description":"David Wiener is the Senior Director of Product Management, Contact Center &amp; Artificial Intelligence for Cisco\u2019s Collaboration portfolio. In this role, David oversees global product strategy for all contact center solutions, and he also leads the Voicea Research and Development teams for the core speech and artificial intelligence products across Cisco\u2019s Collaboration portfolio. Previously, he was Co-founder and Chief Product Officer at Voicea, a voice-focused AI technology company acquired by Cisco in September 2019. Prior to co-founding Voicea he was Vice President at Oracle, overseeing global product for the Oracle Data Cloud. At Oracle he was responsible for pulling together the acquisitions of BlueKai, Datalogix, AddThis, and Crosswise. Prior to Oracle, David oversaw Product at BlueKai. When David is not working, he enjoys skiing, hiking, cooking, woodworking, and travelling with his family.","sameAs":["https:\/\/www.linkedin.com\/in\/thedavidwiener\/"],"url":"https:\/\/blog.webex.com\/pt-br\/contributors\/davidwiener\/"}]}},"_links":{"self":[{"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/posts\/384404","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/users\/5501"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/comments?post=384404"}],"version-history":[{"count":0,"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/posts\/384404\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/media?parent=384404"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/categories?post=384404"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.webex.com\/pt-br\/wp-json\/wp\/v2\/tags?post=384404"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}