{"id":19199,"date":"2021-07-16T14:39:09","date_gmt":"2021-07-16T21:39:09","guid":{"rendered":"https:\/\/cisco2393.wpengine.com\/%e4%ba%91%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e5%a6%82%e4%bd%95%e4%b8%ba%e5%ae%a2%e6%88%b7%e6%89%93%e9%80%a0%e6%84%89%e5%bf%ab%e4%bd%93%e9%aa%8c\/"},"modified":"2021-07-26T07:50:31","modified_gmt":"2021-07-26T14:50:31","slug":"%e4%ba%91%e8%81%94%e7%bb%9c%e4%b8%ad%e5%bf%83%e5%a6%82%e4%bd%95%e4%b8%ba%e5%ae%a2%e6%88%b7%e6%89%93%e9%80%a0%e6%84%89%e5%bf%ab%e4%bd%93%e9%aa%8c","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%e5%a6%82%e4%bd%95%e4%b8%ba%e5%ae%a2%e6%88%b7%e6%89%93%e9%80%a0%e6%84%89%e5%bf%ab%e4%bd%93%e9%aa%8c\/","title":{"rendered":"\u4e91\u8054\u7edc\u4e2d\u5fc3\u5982\u4f55\u4e3a\u5ba2\u6237\u6253\u9020\u6109\u5feb\u4f53\u9a8c"},"content":{"rendered":"<p>\u65e0\u8bba\u5ba2\u6237\u662f\u9009\u62e9\u8bed\u97f3\u3001\u90ae\u4ef6\u3001\u804a\u5929\u3001\u77ed\u4fe1\u8fd8\u662f\u793e\u4ea4\u5a92\u4f53\u901a\u4fe1\u6e20\u9053\uff0c\u7406\u60f3\u7684\u8054\u7edc\u4e2d\u5fc3\u90fd\u5e94\u80fd\u6301\u7eed\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5353\u8d8a\u4f53\u9a8c\u3002 \u6b64\u5916\uff0c\u501f\u52a9\u73b0\u4ee3\u8054\u7edc\u4e2d\u5fc3\u7684\u5404\u79cd\u529f\u80fd\uff0c\u5750\u5e2d\u53ca\u5176\u6240\u5728\u4f01\u4e1a\u53ef\u4ee5\u5229\u7528\u4e91\u670d\u52a1\u7684\u5f3a\u5927\u529b\u91cf\uff0c\u52a0\u901f\u4ea7\u54c1\u548c\u670d\u52a1\u4e0a\u5e02\u5e76\u4e14\u83b7\u5f97\u6bd4\u672c\u5730\u90e8\u7f72\u8bbe\u65bd\u66f4\u9ad8\u7684\u7075\u6d3b\u6027\u548c\u6269\u5c55\u6027\u3002 <a href=\"https:\/\/www.marketsandmarkets.com\/Market-Reports\/cloud-based-contact-center-market-160166082.html\">\u9884\u8ba1<\/a>\u5230 2025 \u5e74\uff0c\u4e91\u8054\u7edc\u4e2d\u5fc3\u5168\u7403\u5e02\u573a\u4ef7\u503c\u5c06\u589e\u81f3 361 \u4ebf\u7f8e\u5143\uff0c\u590d\u5408\u5e74\u589e\u957f\u7387\u8fbe\u5230 25.8% \u3002 \u4e91\u8054\u7edc\u4e2d\u5fc3\u7684\u5168\u9762\u901a\u7528\u6027\u662f\u8fd9\u79cd\u6301\u7eed\u589e\u957f\u7684\u4e3b\u8981\u63a8\u52a8\u529b\u3002 \u5177\u4f53\u800c\u8a00\uff0c\u4e91\u8054\u7edc\u4e2d\u5fc3\u5e73\u53f0\u53ef\u4ee5\uff1a<\/p>\n<ul>\n<li>\u8f7b\u677e\u96c6\u6210\u793e\u4ea4\u5a92\u4f53\u548c\u77ed\u4fe1\u7b49\u901a\u4fe1\u6e20\u9053\uff0c\u5ba2\u6237\u53ef\u9009\u62e9\u4efb\u4e00\u6e20\u9053\u4e0e\u60a8\u8054\u7cfb\u3002<\/li>\n<li>\u8fde\u63a5\u5173\u952e\u4e1a\u52a1\u5de5\u5177\uff0c\u6bd4\u5982\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406 (CRM) \u89e3\u51b3\u65b9\u6848\u3002<\/li>\n<li>\u6839\u636e\u516c\u53f8\u5ba2\u6237\u7fa4\u589e\u957f\u6216\u5176\u4ed6\u53d8\u5316\uff0c\u8fdb\u884c\u7075\u6d3b\u8c03\u6574<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.webex.com\/contact-center.html?utm_medium=Owned&#038;utm_source=Blog&#038;utm_channel=Blog&#038;utm_campaign=Ent_ContactCenter&#038;team=WW\">Webex \u8054\u7edc\u4e2d\u5fc3\u529f\u80fd<\/a>\uff0c\u6bd4\u5982\u5168\u6e20\u9053\u652f\u6301\u548c CRM \u96c6\u6210\uff0c\u53ef\u4ee5\u4e3a\u516c\u53f8\u63d0\u4f9b\u4ee5\u4e0b\u7279\u5b9a\u4f18\u52bf\u53ca\u5176\u4ed6\u4f18\u52bf\uff0c\u52a9\u529b\u516c\u53f8\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5353\u8d8a\u4f53\u9a8c\u3002<\/p>\n<h2>\u4e91\u8054\u7edc\u4e2d\u5fc3\u7684\u4e3b\u8981\u4f18\u52bf<\/h2>\n<p>\u4e91\u8054\u7edc\u4e2d\u5fc3\u540c\u65f6\u4e3a\u5750\u5e2d\u548c\u5ba2\u6237\u63d0\u4f9b\u5168\u9762\u3001\u4fbf\u6377\u7684\u4f53\u9a8c\uff0c \u5176\u663e\u8457\u4f18\u52bf\u5305\u62ec\uff1a<strong>\u5750\u5e2d\u5de5\u4f5c\u6548\u7387\u548c\u4e13\u6ce8\u529b<\/strong>\u9891\u7e41\u5207\u6362\u5e94\u7528\u548c\u60c5\u666f\u4f1a\u6d6a\u8d39\u5927\u91cf\u65f6\u95f4\uff0c\u662f\u5750\u5e2d\u5de5\u4f5c\u6548\u7387\u7684\u4e3b\u8981\u201c\u6740\u624b\u201d\u3002 \u5bc6\u6b47\u6839\u5927\u5b66\u6559\u6388 David E. Meyer \u8868\u793a\uff0c\u9891\u7e41\u5207\u6362\u5de5\u4f5c\u4efb\u52a1<a href=\"https:\/\/www.apa.org\/research\/action\/multitask\">\u4f1a\u5bfc\u81f4\u5de5\u4f5c\u6548\u7387\u964d\u4f4e 40%<\/a>\u3002 \u4f46\u662f\uff0c\u4e91\u8054\u7edc\u4e2d\u5fc3\u96c6\u6210\u6027\u9ad8\uff0c\u53ef\u4ee5\u4e3a\u5750\u5e2d\u6d88\u9664\u6b64\u56f0\u6270\u3002 \u7edf\u4e00\u754c\u9762\u53ef\u663e\u793a\u5168\u90e8\u6570\u636e\u70b9\uff08\u5982\u5b8c\u6574\u7684\u5ba2\u6237\u4ea4\u4e92\u8bb0\u5f55)\uff0c\u4ee5\u53ca CRM \u7684\u4fe1\u606f\u3002 \u56e0\u6b64\uff0c\u6240\u6709\u4fe1\u606f\u89e6\u624b\u53ef\u53ca\uff0c\u5750\u5e2d\u53ef\u4ee5\u66f4\u52a0\u4e13\u6ce8\u5730\u4e3a\u5ba2\u6237\u670d\u52a1\uff0c \u5c06\u66f4\u591a\u7684\u65f6\u95f4\u82b1\u5728\u89e3\u51b3\u95ee\u9898\u4e0a\uff0c\u51cf\u5c11\u7528\u4e8e\u8ffd\u8e2a\u5173\u952e\u6570\u636e\u548c\u60c5\u666f\u4fe1\u606f\u7684\u65f6\u95f4\u3002 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href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2019-09-25-gartner-says-only-9--of-customers-report-solving-thei\">\u5360\u6bd4\u4e0d\u5230 10%<\/a>\u3002 \u8fd9\u4e2a\u6570\u636e\u5f3a\u8c03\u4e86\u4ee5\u4e0b\u4e24\u4e2a\u65b9\u9762\u7684\u91cd\u8981\u6027\uff1a<\/p>\n<ul>\n<li>\u63d0\u4f9b\u9ad8\u8d28\u91cf\u81ea\u52a8\u5316\u81ea\u52a9\u670d\u52a1\u6e20\u9053\uff0c\u6bd4\u5982\u667a\u80fd\u865a\u62df\u5750\u5e2d\u6216\u804a\u5929\u673a\u5668\u4eba\u3002<\/li>\n<li>\u63d0\u4f9b\u5b9e\u65f6\u6e20\u9053\uff0c\u4ee5\u4fbf\u5728\u5ba2\u6237\u65e0\u6cd5\u901a\u8fc7\u81ea\u52a9\u670d\u52a1\u89e3\u51b3\u95ee\u9898\u65f6\uff0c\u4e0e\u5ba2\u6237\u8fdb\u884c\u5b9e\u65f6\u4e92\u52a8\uff0c\u4e3a\u5176\u63d0\u4f9b\u989d\u5916\u534f\u52a9\u3002<\/li>\n<\/ul>\n<p>\u4e91\u8054\u7edc\u4e2d\u5fc3\u7075\u6d3b\u6027\u9ad8\u4e14\u53ef\u6269\u5c55\u6027\u5f3a\uff0c\u53ef\u5c06\u65b0\u6e20\u9053\u548c\u4f20\u7edf\u6e20\u9053\u96c6\u6210\u4e00\u4f53\uff0c\u4e3a\u5ba2\u6237\u63d0\u4f9b\u53ef\u9760\u6e20\u9053\uff0c\u6ee1\u8db3\u5176\u4e92\u52a8\u9700\u6c42\u3002 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<strong>\u81ea\u52a8\u547c\u53eb\u8def\u7531\u548c\u961f\u5217\u7ba1\u7406<\/strong>\u9664\u4e86\u53ef\u4ee5\u6d41\u7545\u667a\u80fd\u5730\u5904\u7406\u90ae\u4ef6\u5916\uff0cWebex \u8054\u7edc\u4e2d\u5fc3\u8fd8\u53ef\u4ee5\u5b9e\u73b0\u547c\u53eb\u548c\u961f\u5217\u7684\u667a\u80fd\u7ba1\u7406\u3002 Webex \u8054\u7edc\u4e2d\u5fc3\u53ef\u6839\u636e\u5750\u5e2d\u5f53\u524d\u7a7a\u95f2\u60c5\u51b5\u3001\u6280\u80fd\u53ca\u5176\u4ed6\u53ef\u8c03\u6574\u6807\u51c6\uff0c\u5c06\u6bcf\u4e2a\u5ba2\u6237\u547c\u53eb\u8def\u7531\u5230\u6700\u51fa\u5408\u9002\u7684\u5750\u5e2d\u3002 \u6b64\u5916\uff0c\u8fd8\u53ef\u4ee5\u8f7b\u677e\u521b\u5efa\u6ea2\u51fa\u961f\u5217\u3002 \u5ba2\u6237\u547c\u53eb\u53ef\u4ee5\u7ea7\u8054\u5230\u591a\u4e2a\u7535\u8bdd\u53f7\u7801\uff0c\u5e76\u6839\u636e\u4e0d\u540c\u7684\u6280\u80fd\u96c6\u5206\u914d\u5230\u961f\u5217\u4e2d\u3002 <strong>\u901a\u8bdd\u5f55\u97f3\u548c\u53ef\u641c\u7d22\u6027<\/strong>\u901a\u8bdd\u5f55\u97f3\u975e\u5e38\u6709\u5e2e\u52a9\uff0c\u53ef\u7528\u4e8e\u5f00\u5c55\u57f9\u8bad\u3001\u4fdd\u8bc1\u670d\u52a1\u8d28\u91cf\u7b49\u7528\u9014\u3002 Webex \u8054\u7edc\u4e2d\u5fc3\u53ef\u8f7b\u677e\u5f55\u5236\u901a\u8bdd\uff0c\u4fbf\u4e8e\u5750\u5e2d\u548c\u7ba1\u7406\u8005\u4e8b\u540e\u641c\u7d22\u3002 Webex \u8054\u7edc\u4e2d\u5fc3\u7684\u53ef\u641c\u7d22\u6027\uff0c\u6709\u52a9\u4e8e\u5458\u5de5\u6839\u636e\u901a\u8bdd\u4e3b\u9898\u6216\u5176\u4ed6\u5c5e\u6027\u67e5\u627e\u5230\u76f8\u5173\u5f55\u97f3\u3002 <strong>\u63a7\u5236\u9762\u677f\u548c\u62a5\u544a<\/strong>\u6b63\u5982\u901a\u8bdd\u5f55\u97f3\u53ef\u4ee5\u63d0\u4f9b\u51c6\u786e\u7684\u8fc7\u5f80\u5ba2\u6237\u4e92\u52a8\u4fe1\u606f\uff0c\u63a7\u5236\u9762\u677f\u548c\u62a5\u544a\u53ef\u63d0\u4f9b\u5173\u4e8e\u8054\u7edc\u4e2d\u5fc3\u6d3b\u52a8\u7684\u6e05\u6670\u6d1e\u5bdf\u3002 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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\/%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\/\">\u535a\u5ba2<\/a>]<a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6816050707242856449\/\">\u4e13\u5bb6\u89c2\u70b9\uff1a\u4e0d\u65ad\u53d8\u5316\u7684\u4f01\u4e1a\u5ba2\u6237\u4f53\u9a8c<\/a> [\u7f51\u7edc\u7814\u8ba8\u4f1a\u5f55\u64ad] <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>[\u535a\u5ba2]<a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex \u8054\u7edc\u4e2d\u5fc3<\/a>[\u7f51\u7ad9]<a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex 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