{"id":401445,"date":"2022-10-26T06:00:55","date_gmt":"2022-10-26T13:00:55","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-pt-br\/ultrapassando-os-limites-da-interacao-digital\/"},"modified":"2022-10-26T06:00:55","modified_gmt":"2022-10-26T13:00:55","slug":"ultrapassando-os-limites-da-interacao-digital","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/pt-br\/experiencia-do-cliente\/ultrapassando-os-limites-da-interacao-digital\/","title":{"rendered":"Ultrapassando os limites da intera\u00e7\u00e3o digital"},"content":{"rendered":"<p>A intera\u00e7\u00e3o digital est\u00e1 no centro das estrat\u00e9gias de experi\u00eancia do cliente (CX) \u2013 agora e no futuro pr\u00f3ximo.<\/p>\n<p>A for\u00e7a motriz por tr\u00e1s do aumento das intera\u00e7\u00f5es digitais \u00e9 a prolifera\u00e7\u00e3o de novos canais de mensagens, permitindo que os consumidores interajam com as marcas da mesma forma que fariam com um amigo. \u00c9 instant\u00e2neo, conveniente e um canal pelo qual eles escolhem se envolver. A disponibilidade desses canais, os avan\u00e7os em IA e a automa\u00e7\u00e3o oferecem uma eficiente oportunidade de oferecer as experi\u00eancias digitais que os consumidores esperam hoje.<\/p>\n<h2>A intera\u00e7\u00e3o digital pode ser uma faca de dois gumes<\/h2>\n<p>Adotar e aumentar a intera\u00e7\u00e3o digital ter\u00e1 resultados favor\u00e1veis, mas se n\u00e3o for bem feito pode levar a consequ\u00eancias ruins. O que come\u00e7a como um ou dois aplicativos CX que permitem jornadas espec\u00edficas logo se transformar\u00e1 em centenas deles. Como tantas jornadas que facilitam potencialmente milh\u00f5es de intera\u00e7\u00f5es com clientes todos os dias podem ser criadas e gerenciadas?<\/p>\n<p>As empresas normalmente pensam que t\u00eam duas op\u00e7\u00f5es. Eles podem criar cada caso de uso do zero, internamente ou terceirizar para um integrador de sistemas, ou desenvolver personaliza\u00e7\u00f5es em cima de um sistema atual, como o CRM.<\/p>\n<p>Ambas as abordagens est\u00e3o longe de serem ideais, pois cada aplica\u00e7\u00e3o pode ser isolada, implementada por c\u00f3digo personalizado e resultar em integra\u00e7\u00f5es duplicadas nos mesmos sistemas. Em \u00faltima an\u00e1lise, essas abordagens levar\u00e3o \u00e0 CX fragmentada e prejudicada. Elas ser\u00e3o caras, demoradas e envolver\u00e3o despesas gerais no gerenciamento de infraestrutura, dimensionamento e seguran\u00e7a, e n\u00e3o apenas para o desenvolvimento inicial, mas tamb\u00e9m para o gerenciamento de todo o ciclo de vida do aplicativo.<\/p>\n<h2>Webex Connect \u2013 uma plataforma de comunica\u00e7\u00f5es em nuvem centralizada (CPaaS)<\/h2>\n<p>As empresas podem se beneficiar de uma plataforma flex\u00edvel e extens\u00edvel que reduz a complexidade, permite inova\u00e7\u00e3o r\u00e1pida e simplifica o gerenciamento de intera\u00e7\u00f5es digitais em escala. Uma plataforma que pode acomodar muitos tipos de casos de uso e reduzir as despesas gerais de DevOps, para que voc\u00ea n\u00e3o precise se preocupar com o local de implanta\u00e7\u00e3o e como dimensionar os aplicativos de CX.<\/p>\n<p>\u00c9 exatamente isso que o Webex Connect oferece.<\/p>\n<div><iframe loading=\"lazy\" src=\"https:\/\/player.vimeo.com\/video\/759101937?h=13b0b0eff4\" width=\"980\" height=\"500\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<h2>CPaaS com vis\u00e3o de futuro para a empresa com vis\u00e3o de futuro<\/h2>\n<p>Assim como os consumidores que nossos clientes corporativos atendem; as necessidades deles est\u00e3o sempre mudando. Devemos continuar olhando para o futuro, aprimorando o Webex Connect com os mais recentes canais e recursos. No Webex One, anunciamos algumas atualiza\u00e7\u00f5es interessantes.<\/p>\n<p>Nossa nova integra\u00e7\u00e3o com o Sycurio permite que as empresas incorporem pagamentos digitais nas jornadas dos clientes. Com essa integra\u00e7\u00e3o, o Webex Connect agora permite suporte para mais de 20 provedores de servi\u00e7os de pagamento em mais de 180 pa\u00edses.<\/p>\n<div><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-fly-high-fixed.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-399145 size-full\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-fly-high-fixed.png\" alt=\"Iphone com confirma\u00e7\u00e3o de pagamento automatizada do Webex Connect\" width=\"372\" height=\"725\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-fly-high-fixed.png 267w, https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-fly-high-fixed-154x300.png 154w\" sizes=\"auto, (max-width: 372px) 100vw, 372px\" \/><\/a><\/div>\n<p>As pr\u00f3ximas integra\u00e7\u00f5es com a Epic e a Cerner liberar\u00e3o o potencial do CPaaS para organiza\u00e7\u00f5es de sa\u00fade que usam esses sistemas de Registro Eletr\u00f4nico de Sa\u00fade (EHR), integrando facilmente intera\u00e7\u00f5es digitais para automatizar intera\u00e7\u00f5es com pacientes em uma variedade de casos de uso, como lembretes de consultas e notifica\u00e7\u00f5es para obter mais receita de medicamentos.<\/p>\n<p>T\u00e3o importante quanto as novas integra\u00e7\u00f5es, \u00e9 essencial que forne\u00e7amos uma escolha de canais aos clientes, para que eles ofere\u00e7am uma verdadeira experi\u00eancia omnicanal aos seus usu\u00e1rios finais. Com a recente adi\u00e7\u00e3o do Instagram, agora oferecemos suporte a 16 canais no Webex Connect. Com suporte da API de mensagens e do construtor de fluxo visual, as empresas podem automatizar o atendimento ao cliente e as jornadas de com\u00e9rcio, gerenciar intera\u00e7\u00f5es em escala e habilitar o bate-papo do agente ao vivo.<\/p>\n<div><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-clara-us-fixed.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-399155 size-full\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-clara-us-fixed.png\" alt=\"Iphone mostrando resposta automatizada de Clara US usando a integra\u00e7\u00e3o Webex Connect\" width=\"375\" height=\"725\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-clara-us-fixed.png 269w, https:\/\/blog.webex.com\/wp-content\/uploads\/2022\/10\/pushing-boundaries-clara-us-fixed-155x300.png 155w\" sizes=\"auto, (max-width: 375px) 100vw, 375px\" \/><\/a><\/div>\n<p>As empresas devem se esfor\u00e7ar para proteger os dados dos clientes e aderir \u00e0s regulamenta\u00e7\u00f5es regionais \u00e0 medida que se comunicam em v\u00e1rios canais e regi\u00f5es geogr\u00e1ficas. Para simplificar esse desafio, fornecemos ferramentas e protocolos de seguran\u00e7a no Webex Connect que ajudam a garantir uma boa governan\u00e7a de dados de acordo com as pol\u00edticas e conformidade de TI. Uma de nossas ferramentas mais recentes, a aplica\u00e7\u00e3o Contact Policy, centraliza a captura e gest\u00e3o do consentimento do cliente e prefer\u00eancias de canal. O aplicativo torna mais f\u00e1cil para desenvolvedores e equipes operacionais garantir que os comunicados envolvam apenas os clientes que optaram por participar de seus canais preferidos.<\/p>\n<h2>Combinar intera\u00e7\u00e3o digital e humana<\/h2>\n<p>Mesmo com a variedade de recursos atuais e novos que podem moldar e definir intera\u00e7\u00f5es digitais, \u00e0s vezes o toque humano \u00e9 necess\u00e1rio.<\/p>\n<p>\u00c9 aqui que a integra\u00e7\u00e3o entre os produtos Webex Connect e <a href=\"https:\/\/www.webex.com\/contact-center.html\" target=\"_blank\" rel=\"noopener\">Webex Contact Center<\/a> permite uma transfer\u00eancia perfeita dos canais digitais para um agente, mantendo todo o contexto da intera\u00e7\u00e3o para que o cliente n\u00e3o precise come\u00e7ar tudo de novo. Se voc\u00ea deseja que a conversa seja entregue ao Webex Contact Center ou ao Contact Center Enterprise, o Webex Connect se integra perfeitamente a ambas as solu\u00e7\u00f5es.<\/p>\n<h2>A transforma\u00e7\u00e3o CX \u00e9 uma jornada, n\u00e3o um big bang<\/h2>\n<p>O que torna o Webex Connect perfeito para os clientes \u00e9 a flexibilidade que ele oferece, permitindo que cada empresa inove e escale em seu pr\u00f3prio ritmo.<\/p>\n<p>As empresas podem come\u00e7ar com casos de uso priorit\u00e1rios e depois aumentar, adicionando novos canais digitais e automatizando mais jornadas do cliente. \u00c0 medida que mais aplica\u00e7\u00f5es de CX s\u00e3o implantadas, a plataforma centralizada ajuda a gerenci\u00e1-las em um \u00fanico local.<\/p>\n<p>Para saber mais sobre o Webex Connect, voc\u00ea pode acessar a mais recente lideran\u00e7a da \u00e1rea CPaaS na <a href=\"https:\/\/www.webex.com\/products\/cpaas.html\" target=\"_blank\" rel=\"noopener\">p\u00e1gina inicial do Webex Connect<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A intera\u00e7\u00e3o digital est\u00e1 no centro das estrat\u00e9gias de experi\u00eancia do cliente (CX) \u2013 agora e no futuro pr\u00f3ximo. A [&hellip;]<\/p>\n","protected":false},"author":5610,"featured_media":408064,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[5283,1566],"tags":[474,7400],"class_list":["post-401445","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-colaboracao","category-experiencia-do-cliente","tag-telehealth","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\/ -->\n<title>Ultrapassando os limites da intera\u00e7\u00e3o digital | 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\/pt-br\/experiencia-do-cliente\/ultrapassando-os-limites-da-interacao-digital\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ultrapassando os limites da intera\u00e7\u00e3o digital | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"A intera\u00e7\u00e3o digital est\u00e1 no centro das estrat\u00e9gias de experi\u00eancia do cliente (CX) \u2013 agora e no futuro pr\u00f3ximo. 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