{"id":18875,"date":"2021-07-13T12:00:31","date_gmt":"2021-07-13T19:00:31","guid":{"rendered":"https:\/\/cisco2393.wpengine.com\/%e4%ba%91%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%9c%80%e9%87%8d%e8%a6%81%e7%9a%84%e5%ba%94%e7%94%a8%e9%9b%86%e6%88%90\/"},"modified":"2021-07-21T12:38:35","modified_gmt":"2021-07-21T19:38:35","slug":"%e4%ba%91%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%9c%80%e9%87%8d%e8%a6%81%e7%9a%84%e5%ba%94%e7%94%a8%e9%9b%86%e6%88%90","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e4%ba%91%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%9c%80%e9%87%8d%e8%a6%81%e7%9a%84%e5%ba%94%e7%94%a8%e9%9b%86%e6%88%90\/","title":{"rendered":"\u4e91\u8054\u7edc\u4e2d\u5fc3\u6700\u91cd\u8981\u7684\u5e94\u7528\u96c6\u6210"},"content":{"rendered":"<p>\u5353\u8d8a\u7684\u5ba2\u6237\u670d\u52a1\u662f\u5efa\u7acb\u7262\u56fa\u7684\u5ba2\u6237\u2013\u54c1\u724c\u5173\u7cfb\u7684\u5fc5\u8981\u6761\u4ef6\u3002 \u4f18\u5316\u5750\u5e2d\u548c\u5ba2\u6237\u53cc\u65b9\u7684\u4f53\u9a8c\u53ef\u4ee5\u4fc3\u8fdb\u66f4\u6709\u6548\u7684\u4ea4\u4e92\uff0c\u6301\u7eed\u4e3a\u4f01\u4e1a\u5e26\u6765\u5ba2\u6237\u4e1a\u52a1\u3002 \u6839\u636e Hubspot \u7684\u4e00\u9879\u7814\u7a76\uff0c\u5728\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5353\u8d8a\u670d\u52a1\u7684\u4f01\u4e1a 93% \u7684\u5ba2\u6237<a href=\"https:\/\/blog.hubspot.com\/service\/customer-acquisition-study\">\u66f4\u53ef\u80fd\u6210\u4e3a\u56de\u5934\u5ba2<\/a>\u3002 \u56e0\u6b64\uff0c\u4e3a\u8054\u7edc\u4e2d\u5fc3\u914d\u5907\u5408\u9002\u5de5\u5177\u4ee5\u63d0\u4f9b\u9ad8\u6548\u6109\u5feb\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u8fd9\u4e00\u70b9\u81f3\u5173\u91cd\u8981\u3002 \u5c06\u5408\u9002\u5e94\u7528\u4e0e\u8054\u7edc\u4e2d\u5fc3\u96c6\u6210\u4e00\u4f53\uff0c\u53ef\u4ee5\u4f18\u5316\u5ba2\u6237\u4f53\u9a8c\uff0c\u540c\u65f6\u8fd8\u53ef\u8ba9\u60a8\u66f4\u6df1\u5165\u4e86\u89e3\u56e2\u961f\u5de5\u4f5c\u6548\u7387\u4ee5\u53ca\u5ba2\u6237\u65c5\u7a0b\u3002<\/p>\n<h2>\u73b0\u4ee3\u8054\u7edc\u4e2d\u5fc3<\/h2>\n<p>\u5ba2\u6237\u652f\u6301\u90e8\u95e8\u4e0d\u4ec5\u4ec5\u662f\u4e00\u4e2a\u547c\u53eb\u4e2d\u5fc3\u3002 \u73b0\u4ee3<a href=\"https:\/\/www.webex.com\/contact-center.html\">\u8054\u7edc\u4e2d\u5fc3<\/a>\u662f\u4e13\u4e3a\u8fdb\u884c\u5ba2\u6237\u6c9f\u901a\u6253\u9020\u7684\u591a\u5e73\u53f0\uff08\u5982\u6587\u672c\u3001\u793e\u4ea4\u5a92\u4f53\u3001\u804a\u5929\u5de5\u5177\u3001\u90ae\u4ef6\u548c\u8bed\u97f3\uff09\u7684\u96c6\u5408\u4f53\u3002 \u8054\u7edc\u4e2d\u5fc3\u5750\u5e2d\u9700\u8981\u5177\u5907\u7a7a\u524d\u7684\u9002\u5e94\u80fd\u529b\uff0c\u638c\u63e1\u5404\u79cd\u65b0\u7684\u6c9f\u901a\u65b9\u5f0f\u3002 \u8981\u5efa\u7acb\u4e00\u4e2a\u6210\u529f\u7684\u8054\u7edc\u4e2d\u5fc3\uff0c\u4e3a\u5ba2\u6237\u63d0\u4f9b\u6ee1\u610f\u7684\u670d\u52a1\u5e76\u4e14\u51cf\u8f7b\u5750\u5e2d\u7684\u5de5\u4f5c\u8d1f\u62c5\uff0c\u59a5\u5584\u7684\u7ec4\u7ec7\u7ba1\u7406\u662f\u5173\u952e\u3002 \u6b64\u5916\uff0c\u5229\u7528\u6280\u672f\u53ef\u4ee5\u7b80\u5316\u5ba2\u6237\u652f\u6301\u6d41\u7a0b\uff0c\u5e2e\u52a9\u4f01\u4e1a\u8fbe\u5230\u4e8b\u534a\u529f\u500d\u7684\u6548\u679c\u3002 \u73b0\u4ee3\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\u5229\u7528\u6700\u65b0\u6280\u672f\u529f\u80fd\uff0c\u5145\u5206\u53d1\u6325\u5ba2\u6237\u652f\u6301\u56e2\u961f\u7684\u6f5c\u529b\u3002 \u8fd9\u4e9b\u529f\u80fd\u5305\u62ec\uff1a<\/p>\n<ul>\n<li>\u4eba\u5de5\u667a\u80fd (AI)<\/li>\n<li>\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406 (CEM)<\/li>\n<li>\u52b3\u52a8\u529b\u4f18\u5316 (WFO)<\/li>\n<li>\u5168\u6e20\u9053\u901a\u4fe1<\/li>\n<\/ul>\n<p>\u5408\u9002\u7684\u8054\u7edc\u4e2d\u5fc3\u8f6f\u4ef6\u53ef\u4ee5\u6269\u5c55\u4e1a\u52a1\uff0c\u4e3a\u5750\u5e2d\u63d0\u4f9b\u6d41\u7545\u7684\u4f53\u9a8c\uff0c\u4f7f\u5176\u80fd\u591f\u638c\u63e1\u5145\u5206\u7684\u4fe1\u606f\uff0c\u7b80\u6d01\u9ad8\u6548\u5730\u63d0\u4f9b\u5ba2\u6237\u652f\u6301\u3002<\/p>\n<h2>\u5c06\u8054\u7edc\u4e2d\u5fc3\u4e0e\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406 (CRM) \u5e94\u7528\u53ca\u5176\u4ed6\u5e94\u7528\u76f8\u96c6\u6210<\/h2>\n<p>CRM \u5e73\u53f0\u53ef\u8fde\u63a5\u6240\u6709\u90e8\u95e8\u5e76\u534f\u52a9\u6574\u7406\u4fe1\u606f\uff0c\u5e2e\u52a9\u4f01\u4e1a\u8ddf\u8e2a\u987e\u5ba2\u6216\u5ba2\u6237\u6570\u636e\uff0c \u662f\u4e00\u79cd\u7ef4\u62a4\u5ba2\u6237\u5173\u7cfb\u7684\u7b80\u5355\u76f4\u89c2\u7684\u65b9\u6cd5\u3002 CRM \u5c06\u9500\u552e\u5386\u53f2\u8bb0\u5f55\u3001\u5ba2\u6237\u652f\u6301\u53ca\u4e0e\u5ba2\u6237\u8fdb\u884c\u7684\u91cd\u8981\u4f1a\u8bae\u7684\u4fe1\u606f\u653e\u5728\u540c\u4e00\u4e2a\u4f4d\u7f6e\u8fdb\u884c\u7edf\u4e00\u7ba1\u7406\uff0c\u4f7f\u8054\u7edc\u4e2d\u5fc3\u80fd\u591f\u63d0\u4f9b\u66f4\u4e2a\u6027\u5316\u7684\u4f53\u9a8c\u3002 \u8be6\u7ec6\u7684\u5ba2\u6237\u6863\u6848\u6709\u52a9\u4e8e\u66f4\u6df1\u5165\u4e86\u89e3\u5ba2\u6237\u9700\u6c42\uff0c\u4f7f\u5750\u5e2d\u80fd\u53ca\u65f6\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5408\u9002\u8d44\u6e90\u3002 \u91c7\u7528 CRM \u540e\uff0c\u53ef\u4ee5\u5f88\u4fbf\u6377\u5730\u5c06\u5176\u4e0e\u8054\u7edc\u4e2d\u5fc3\u4e92\u8054\u3002 \u73b0\u4ee3\u8054\u7edc\u4e2d\u5fc3\u53ef\u4ee5\u63d0\u53d6 CRM \u6570\u636e\u4ee5\u53ca\u5176\u4ed6\u4f01\u4e1a\u5e94\u7528\u4e2d\u7684\u4fe1\u606f\uff0c\u4e3a\u5750\u5e2d\u4e0e\u5ba2\u6237\u7684\u6bcf\u6b21\u4ea4\u4e92\u63d0\u4f9b\u6709\u4ef7\u503c\u7684\u60c5\u666f\u4fe1\u606f\u3002 \u8fd9\u610f\u5473\u7740\u5750\u5e2d\u53ef\u5728\u540c\u4e00\u4f4d\u7f6e\u83b7\u53d6\u5168\u90e8\u6240\u9700\u4fe1\u606f\uff0c\u4ece\u83b7\u53d6\u9879\u76ee\u7ba1\u7406\u4fe1\u606f\u548c\u5404\u79cd\u7535\u5b50\u8868\u683c\u5230 CRM \u8be6\u7ec6\u4fe1\u606f\u53ca\u5176\u4ed6\u4efb\u4f55\u8d44\u6e90\uff0c\u90fd\u4e0d\u4f1a\u5bfc\u81f4\u5750\u5e2d\u7684\u5de5\u4f5c\u6d41\u7a0b\u53d1\u751f\u4e2d\u65ad\u3002 \u8054\u7edc\u4e2d\u5fc3\u53ef\u96c6\u6210\u5404\u7c7b\u884c\u4e1a\u9886\u5148\u7684\u5e94\u7528\uff0c\u4ece\u800c\u63d0\u9ad8\u5750\u5e2d\u5de5\u4f5c\u6548\u7387\u548c\u5ba2\u6237\u5bf9\u4ea4\u4e92\u8d28\u91cf\u7684\u6ee1\u610f\u5ea6\u3002\u8fd9\u4e9b\u5e94\u7528\u5305\u62ec\uff1a<\/p>\n<ul>\n<li>\u4e91\u5b58\u50a8\u548c\u6587\u4ef6\u7ba1\u7406\u5e94\u7528\uff1a\u7528\u4e8e\u6574\u4e2a\u4f01\u4e1a\u5185\u7684\u6587\u4ef6\u8bbf\u95ee\u548c\u5171\u4eab<\/li>\n<li>\u652f\u6301\u5de5\u4f5c\u53f0\uff1a\u7528\u4e8e\u5728\u7ebf Web \u652f\u6301\u548c\u5b9e\u65f6\u804a\u5929<\/li>\n<li>\u534f\u4f5c\u8f6f\u4ef6\uff1a\u901a\u8fc7\u8bed\u97f3\u3001\u89c6\u9891\u53ca\u6d88\u606f\u4f20\u9012\u7b49\u529f\u80fd\uff0c\u4fc3\u8fdb\u56e2\u961f\u7d27\u5bc6\u5408\u4f5c<\/li>\n<li>\u9879\u76ee\u7ba1\u7406\u8f6f\u4ef6\uff1a\u5e2e\u52a9\u8ddf\u8e2a\u6b63\u5728\u8fdb\u884c\u7684\u9879\u76ee\u548c\u4efb\u52a1<\/li>\n<li><a href=\"https:\/\/apphub.webex.com\/\">\u5176\u4ed6\u5e94\u7528<\/a><\/li>\n<\/ul>\n<p>\u5f53\u5750\u5e2d\u901a\u8fc7\u6d88\u606f\u4f20\u9012\u3001\u4f1a\u8bae\u5de5\u5177\u53ca\u5176\u4ed6\u6e20\u9053\u4e0e\u5ba2\u6237\u6c9f\u901a\u65f6\uff0c\u5750\u5e2d\u53ef\u5229\u7528\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\u6765\u83b7\u53d6\u91cd\u8981\u6570\u636e\u3002 \u5750\u5e2d\u4e0d\u518d\u9700\u8981\u6253\u5f00\u51e0\u5341\u4e2a\u7a97\u53e3\u548c\u6807\u7b7e\u9875\u6765\u83b7\u53d6\u6240\u9700\u4fe1\u606f\uff0c\u4ece\u800c\u53ef\u4ee5\u8282\u7701\u5927\u91cf\u65f6\u95f4\u3002<\/p>\n<h2>\u5728\u8054\u7edc\u4e2d\u5fc3\u96c6\u6210\u4eba\u5de5\u667a\u80fd<\/h2>\n<p>\u601d\u79d1\u5168\u7403\u8054\u7edc\u4e2d\u5fc3\u8c03\u67e5\u53d1\u73b0\uff0c\u6709 <a href=\"https:\/\/www.cisco.com\/c\/dam\/en\/us\/products\/collateral\/contact-center\/infographic-cisco-ai-in-the-cc.pdf?ccid=cc001193&#038;oid=ifgco021339\">76% \u7684\u8054\u7edc\u4e2d\u5fc3\u5750\u5e2d\u8ba4\u4e3a<\/a>\u4ed6\u4eec\u9762\u4e34\u7684\u6700\u5927\u6311\u6218\u662f\u89e3\u51b3\u6280\u672f\u6216\u6d41\u7a0b\u95ee\u9898\u3002 \u5728\u4f01\u4e1a\u7684\u8054\u7edc\u4e2d\u5fc3\u96c6\u6210\u4eba\u5de5\u667a\u80fd\u540e\uff0c\u53ef\u901a\u8fc7\u4ee5\u4e0b\u65b9\u5f0f\u89e3\u51b3\u6280\u672f\u548c\u6d41\u7a0b\u95ee\u9898\uff1a<\/p>\n<ul>\n<li>\u5c06\u7b80\u5355\u6216\u5e38\u89c1\u7684\u8be2\u95ee\u4ea4\u7ed9 AI \u5904\u7406\uff0c\u5206\u62c5\u5750\u5e2d\u8d1f\u62c5<\/li>\n<li>\u51cf\u5c11\u5ba2\u6237\u7b49\u5f85\u65f6\u95f4<\/li>\n<li>\u63d0\u4f9b\u5168\u5929\u5019\u4e1a\u52a1\u8bbf\u95ee<\/li>\n<li>\u8ba9\u5750\u5e2d\u66f4\u9ad8\u6548\u5730\u4e3a\u5ba2\u6237\u63d0\u4f9b\u670d\u52a1<\/li>\n<\/ul>\n<p>\u96c6\u6210\u4eba\u5de5\u667a\u80fd\u53ef\u4ee5\u5e26\u6765\u66f4\u591a\u4ea4\u53c9\u9500\u552e\u548c\u8ffd\u52a0\u9500\u552e\u7684\u673a\u4f1a\uff0c\u53ef\u4ee5\u901a\u8fc7\u5206\u6790\u91cd\u8981\u6570\u636e\u6765\u8bc6\u522b\u672a\u6765\u8d8b\u52bf\u3002 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href=\"https:\/\/www.webex.com\/dg\/contactcenter-0621.html#contactus\">\u83b7\u5f97\u4e2a\u6027\u5316\u6f14\u793a<\/a>\uff0c\u6df1\u5165\u4e86\u89e3 Webex \u8054\u7edc\u4e2d\u5fc3\u53ef\u4ee5\u5982\u4f55<a href=\"https:\/\/www.webex.com\/contact-center.html\">\u4f18\u5316\u5168\u7403\u5ba2\u6237\u4f53\u9a8c<\/a>\u3002<\/p><\/blockquote>\n<p><strong>\u66f4\u591a\u76f8\u5173\u6587\u7ae0<\/strong><a href=\"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e4%b8%ba%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e6%b3%a8%e5%85%a5%e6%95%b0%e6%8d%ae%e5%8a%9b%e9%87%8f%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%ba%a7%e5%9d%90%e5%b8%ad\/\">\u4e3a\u8054\u7edc\u4e2d\u5fc3\u6ce8\u5165\u6570\u636e\u529b\u91cf\uff0c\u6253\u9020\u8d85\u7ea7\u5750\u5e2d<\/a> <a href=\"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e5%80%9f%e5%8a%a9-webex-%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e8%a7%a3%e5%86%b3%e6%96%b9%e6%a1%88%e6%89%93%e9%80%a0%e8%b6%85%e8%b6%8a%e9%a2%84%e6%9c%9f%e7%9a%84%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/\">\u5229\u7528 Webex \u5ba2\u6237\u4f53\u9a8c\u89e3\u51b3\u65b9\u6848\u6253\u9020\u8d85\u8d8a\u9884\u671f\u7684\u5ba2\u6237\u4f53\u9a8c<\/a> [\u535a\u5ba2] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">\u601d\u79d1\u643a\u624b IMImobile\uff1a\u5408\u529b\u6253\u9020\u672a\u6765\u5316\u5ba2\u6237\u4f53\u9a8c<\/a>\u00a0[\u535a\u5ba2] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/the-future-of-customer-experience-begins-now\">\u5ba2\u6237\u4f53\u9a8c\u7684\u672a\u6765\u5df2\u7ecf\u5230\u6765<\/a>\u00a0[\u535a\u5ba2] <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex \u8054\u7edc\u4e2d\u5fc3<\/a>\u00a0[\u7f51\u7ad9] <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex 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