{"id":392945,"date":"2022-03-31T06:11:42","date_gmt":"2022-03-31T13:11:42","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/o-impacto-economico-do-cpaas-empresarial\/"},"modified":"2022-03-31T06:11:42","modified_gmt":"2022-03-31T13:11:42","slug":"o-impacto-economico-do-cpaas-empresarial","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/customer-stories-pt-br\/o-impacto-economico-do-cpaas-empresarial\/","title":{"rendered":"O impacto econ\u00f4mico do CPaaS empresarial"},"content":{"rendered":"<h2>Determinando a economia de custos e os benef\u00edcios comerciais do Webex Connect<\/h2>\n<p>O mercado de plataforma de comunica\u00e7\u00e3o como servi\u00e7o (CPaaS) pode ser dividido em duas abordagens distintas: CPaaS do desenvolvedor e CPaaS empresarial.<\/p>\n<p>O CPaaS do desenvolvedor \u00e9 a forma tradicional do CPaaS onde os aplicativos de uso \u00fanico s\u00e3o codificados para casos de uso espec\u00edfico de energia. Cada aplica\u00e7\u00e3o tem sua pr\u00f3pria l\u00f3gica e integra\u00e7\u00f5es em sistemas e canais de neg\u00f3cios.<\/p>\n<p>O <a href=\"https:\/\/www.webex.com\/products\/cpaas.html\" target=\"_blank\" rel=\"noopener\">Webex Connect<\/a> \u00e9 uma solu\u00e7\u00e3o CPaaS empresarial &#8211; fornecendo uma plataforma central para construir e gerenciar aplica\u00e7\u00f5es CPaaS de ponta a ponta. As integra\u00e7\u00f5es s\u00f3 t\u00eam que ser feitas uma vez e podem ser reutilizadas em todas as aplica\u00e7\u00f5es implantadas atrav\u00e9s da plataforma. Os desenvolvedores podem codificar aplica\u00e7\u00f5es ou usar um construtor visual para construir e redefinir progressivamente as viagens dos clientes como fluxos, e h\u00e1 um conjunto de ferramentas ampliado para uma gama mais ampla de usu\u00e1rios empresariais.<\/p>\n<p>Os l\u00edderes de transforma\u00e7\u00e3o de TI e CX est\u00e3o reconhecendo que a abordagem CPaaS do desenvolvedor \u00e9 insustent\u00e1vel porque \u00e0 medida que mais aplica\u00e7\u00f5es s\u00e3o implantadas, torna-se mais dif\u00edcil fornecer uma experi\u00eancia hol\u00edstica, j\u00e1 que cada aplica\u00e7\u00e3o fica isolada uma da outra. Isso tem impulsionado a necessidade de solu\u00e7\u00f5es CPaaS empresariais como o Webex Connect, que fornecem uma plataforma \u00fanica e centralizada de comunica\u00e7\u00f5es em nuvem para fornecer experi\u00eancias mais inteligentes aos clientes. Com prioridades de gastos concorrentes, os l\u00edderes empresariais s\u00e3o desafiados a provar o retorno sobre o investimento (ROI) para justificar o investimento.<\/p>\n<p>Para quantificar os benef\u00edcios potenciais, contratamos a Forrester Consulting para realizar um estudo de <a href=\"https:\/\/live.imimobile.com\/l\/13622\/2022-01-26\/jg1bck\" target=\"_blank\" rel=\"noopener\">Impacto Econ\u00f4mico Total (TEI)<\/a> e examinar o potencial de retorno sobre o investimento (ROI) que as empresas podem realizar com a implanta\u00e7\u00e3o do Webex Connect.<\/p>\n<h2>Condu\u00e7\u00e3o do estudo com organiza\u00e7\u00f5es que implantaram a Webex Connect<\/h2>\n<p>Para entender melhor os custos, riscos e benef\u00edcios associados ao investimento no Webex Connect, Forrester entrevistou os tomadores de decis\u00e3o de duas organiza\u00e7\u00f5es que haviam implantado a plataforma Webex Connect &#8211; uma das quais, uma institui\u00e7\u00e3o financeira na \u00c1frica do Sul servindo 17 milh\u00f5es de clientes, predominantemente ancorou o modelo e os c\u00e1lculos.<\/p>\n<p>Ambas as organiza\u00e7\u00f5es reconheceram que antes da implementa\u00e7\u00e3o do Webex Connect, elas lutavam com desafios empresariais comuns &#8211; incluindo a supera\u00e7\u00e3o da tecnologia tradicional, a complexidade de integrar novos canais e gerenciar as intera\u00e7\u00f5es com os clientes de forma ad hoc. Estas limita\u00e7\u00f5es trouxeram inefici\u00eancias nos processos de atendimento e de integra\u00e7\u00e3o do cliente, levando a experi\u00eancias frustradas do cliente.<\/p>\n<p>Para superar os desafios descritos acima, ambas as organiza\u00e7\u00f5es implantaram o Webex Connect. Uma plataforma centralizada de comunica\u00e7\u00e3o em nuvem (CPaaS) foi implementada para permitir a constru\u00e7\u00e3o e gerenciamento de m\u00faltiplos canais de comunica\u00e7\u00e3o em escala, fornecer an\u00e1lises e gerenciamento proativo de intera\u00e7\u00f5es e permitir fluxos de comunica\u00e7\u00e3o mais otimizados que adotassem a automa\u00e7\u00e3o digital.<\/p>\n<h2>Os clientes podem esperar um ROI de 330%<\/h2>\n<p>O estudo revelou v\u00e1rios benef\u00edcios quantific\u00e1veis diretamente atribu\u00eddos \u00e0 plataforma Webex Connect. A an\u00e1lise financeira realizada como parte do estudo revelou US$ 1,27 milh\u00e3o em benef\u00edcios durante tr\u00eas anos e um ROI de 330%, assim como os seguintes:<\/p>\n<p><strong>1) O tempo para criar jornadas de comunica\u00e7\u00e3o havia sido reduzido de dias para minutos<\/strong><\/p>\n<p><strong>\u00a0<\/strong>As plataformas anteriores de gerenciamento de comunica\u00e7\u00e3o do cliente exigiam pelo menos uma semana para compor e lan\u00e7ar novas viagens de clientes. O construtor de fluxo de c\u00f3digo baixo do Webex Connect reduziu significativamente o esfor\u00e7o necess\u00e1rio para criar e escalar as jornadas do cliente. O que antes levava uma semana de tempo equivalente em tempo integral (FTE), agora podia ser alcan\u00e7ado em minutos, o que resultava em uma economia de produtividade de 50% em um horizonte de tempo de tr\u00eas anos.<\/p>\n<p><strong>2) As comunica\u00e7\u00f5es escal\u00e1veis melhoraram os processos comerciais<\/strong><\/p>\n<p><strong>\u00a0<\/strong>O cliente automatiza o onboarding e conhece seus processos de informa\u00e7\u00e3o do cliente (KYC) usando Webex Connect. Esse processo trouxe mais de US$ 1,2 milh\u00f5es em produtividade e economia de custos para o pessoal voltado para o cliente, ao mesmo tempo em que ajudou a proporcionar uma melhor experi\u00eancia a novos clientes.<\/p>\n<p><strong>3) Os recursos de autoatendimento aumentaram a efici\u00eancia no suporte ao cliente<\/strong><\/p>\n<p>O cliente implantou v\u00e1rias novas solu\u00e7\u00f5es de auto-atendimento atrav\u00e9s de SMS e WhatsApp para melhorar a experi\u00eancia de atendimento ao cliente. Os clientes podem facilmente atender solicita\u00e7\u00f5es simples e comuns de modo auto-servi\u00e7o, reduzindo o n\u00famero de consultas dos clientes aos contact centers da organiza\u00e7\u00e3o. Estas capacidades proporcionaram economia de custos e aumentaram a efici\u00eancia da equipe de atendimento ao cliente.<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/ROI.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-390025 size-full\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/ROI.png\" alt=\"Gr\u00e1fico de ROI da Plataforma Webex de CPaaS Empresarial. Os \u00edcones mostram o seguinte: 330% ROI, US$ 1,27M Benef\u00edcios PV, US$ 976,793 NPV\" width=\"904\" height=\"316\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/ROI.png 904w, https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/ROI-300x105.png 300w, https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/03\/ROI-768x268.png 768w\" sizes=\"auto, (max-width: 904px) 100vw, 904px\" \/><br \/>\n<\/a><\/p>\n<h2>A CPaaS empresarial possibilitou uma melhor experi\u00eancia ao cliente e aumentou a resili\u00eancia digital<\/h2>\n<p>O estudo revelou muitos benef\u00edcios adicionais. Ambas as organiza\u00e7\u00f5es reconheceram que a capacidade de criar e gerenciar jornadas em uma \u00fanica plataforma pintou um quadro claro de como se envolver com os clientes. Isto significava que eles podiam orquestrar jornadas de forma mais integrada e personalizada, melhorando a efici\u00eancia e a experi\u00eancia de suas opera\u00e7\u00f5es de atendimento ao cliente.<\/p>\n<p>Al\u00e9m disso, eles compartilharam que o Webex Connect fortaleceu sua resili\u00eancia digital durante a pandemia da COVID-19. Ambas as empresas criaram e lan\u00e7aram novos casos de uso de SMS e WhatsApp, permitindo que eles atualizem e atendam os clientes em tempo real.<\/p>\n<h2>Baixar Estudo de impacto econ\u00f4mico total da Forrester Consulting do Webex Connect<\/h2>\n<p>Ambas as organiza\u00e7\u00f5es alcan\u00e7aram um envolvimento mais proativo e escal\u00e1vel do cliente usando Webex Connect. Elas integraram os sistemas existentes, expandiram rapidamente os canais de comunica\u00e7\u00e3o e melhoraram as intera\u00e7\u00f5es com o cliente atrav\u00e9s da automa\u00e7\u00e3o. Isto levou ambos os clientes a serem capazes de melhorar simultaneamente a satisfa\u00e7\u00e3o do cliente, reduzir custos operacionais e mitigar riscos com notifica\u00e7\u00f5es mais consistentes e conformidade em sua crescente base de clientes.<\/p>\n<blockquote>\n<h4>Fa\u00e7a o download completo do <a href=\"https:\/\/live.imimobile.com\/l\/13622\/2022-01-26\/jg1bck\" target=\"_blank\" rel=\"noopener\">Impacto econ\u00f4mico total da Forrester doo Webex Connect<\/a>.<\/h4>\n<\/blockquote>\n<p><strong>Saiba mais<\/strong><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/webex-connect-como-os-provedores-de-servicos-podem-capitalizar-a-oportunidade-de-cpaas\/\" target=\"_blank\" rel=\"noopener\">Como os prestadores de servi\u00e7os podem capitalizar a oportunidade do CPaaS<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/cada-interacao-conta-com-cpaas-corporativa\/\">Toda intera\u00e7\u00e3o conta com o CPaaS empresarial<\/a><\/p>\n<p><a href=\"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/a-democratizacao-da-cpaas-webex-connect-da-cisco\/\">A Democratiza\u00e7\u00e3o do CPaaS<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Determinando a economia de custos e os benef\u00edcios comerciais do Webex Connect O mercado de plataforma de comunica\u00e7\u00e3o como servi\u00e7o [&hellip;]<\/p>\n","protected":false},"author":5575,"featured_media":390188,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1507,1566],"tags":[7400],"class_list":["post-392945","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-stories-pt-br","category-experiencia-do-cliente","tag-webex-connect-pt-br"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ 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