{"id":385311,"date":"2020-11-24T07:57:08","date_gmt":"2020-11-24T15:57:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hans\/%e5%85%a8%e6%98%9f%e5%8a%a0%e9%80%9f-%e4%b8%93%e5%ae%b6%e4%ba%86%e8%a7%a3-contact-center-%e6%8a%80%e6%9c%af%e4%b8%8b%e4%b8%80%e6%ad%a5%e8%ae%a1%e5%88%92\/"},"modified":"2020-11-24T07:57:08","modified_gmt":"2020-11-24T15:57:08","slug":"%e5%85%a8%e6%98%9f%e5%8a%a0%e9%80%9f-%e4%b8%93%e5%ae%b6%e4%ba%86%e8%a7%a3-contact-center-%e6%8a%80%e6%9c%af%e4%b8%8b%e4%b8%80%e6%ad%a5%e8%ae%a1%e5%88%92","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e5%85%a8%e6%98%9f%e5%8a%a0%e9%80%9f-%e4%b8%93%e5%ae%b6%e4%ba%86%e8%a7%a3-contact-center-%e6%8a%80%e6%9c%af%e4%b8%8b%e4%b8%80%e6%ad%a5%e8%ae%a1%e5%88%92\/","title":{"rendered":"\u5168\u661f\u52a0\u901f – \u4e13\u5bb6\u4e86\u89e3 Contact Center \u6280\u672f\u4e0b\u4e00\u6b65\u8ba1\u5212"},"content":{"rendered":"


\n
\n
\n \"\u501f\u52a9\u4f69\u6234
\n <\/a>\u5ba2\u6237\u670d\u52a1\u548c\u652f\u6301\u89e3\u51b3\u65b9\u6848\u7684\u5e0c\u671b\u53ca\u5ba3\u4f20 – <\/strong> <\/span> Cisco \u548c Gartner Research \u7684\u89c1\u89e3<\/strong>
\n<\/span><\/h2>\n

\u6700\u8fd1\uff0cCisco \u4e0e Gartner Research \u5408\u4f5c\uff0c\u9488\u5bf9 5 \u4e2a\u4e3b\u9898\u9886\u57df\u521b\u5efa\u4e86\u4e00\u7ec4\u6df1\u5165\u89c1\u89e3\uff0c\u8054\u7edc\u4e2d\u5fc3\u4ece\u4e1a\u4eba\u5458\u548c\u5ba2\u6237\u4f53\u9a8c\u4e13\u5bb6\u53ef\u4ee5\u5229\u7528\u8fd9\u4e9b\u9886\u57df\u6765\u6307\u5bfc\u5176\u5e74\u5ea6\u89c4\u5212\u3002<\/p>\n

\u6700\u7ec8\u7684\u51fa\u7248\u7269” \u52a0\u5feb\u4e0b\u4e00\u4ee3\u8054\u7edc\u4e2d\u5fc3 <\/a><\/em> <\/em> “\uff0c\u5305\u542b\u4e94\u7bc7\u6709\u5173\u8054\u7edc\u4e2d\u5fc3\u51b3\u7b56\u8005\u5173\u952e\u4e8b\u9879\u7684\u53ef\u601d\u8003\u7684\u6587\u7ae0\u3002<\/strong> \u5404\u4e2a\u90e8\u5206\u7531\u62c5\u4efb\u4e13\u5bb6\u7684 Cisco \u9886\u5bfc\u4ed4\u7ec6\u7f16\u5199\uff0c\u4ee5\u5e2e\u52a9\u6307\u5bfc\u4eba\u4eec\u7406\u89e3\u5173\u952e\u4e3b\u9898\uff0c\u56e0\u4e3a\u8054\u7edc\u4e2d\u5fc3\u5728 2020 \u5e74\u53ca\u4e4b\u540e\u5df2\u52a0\u5165\u6570\u5b57\u6e20\u9053\u4f5c\u4e3a\u4e3b\u8981\u7684\u5546\u4e1a\u548c\u670d\u52a1\u5730\u70b9\u3002<\/p>\n

\u4e4b\u540e\u8fd8\u6709 2020 Gartner Hype Cycle for<\/em> <\/a> \u5ba2\u6237\u670d\u52a1\u548c\u652f\u6301\u6280\u672f\u62a5\u544a\u7684\u514d\u8d39\u526f\u672c\uff0c\u8be5\u62a5\u544a\u6839\u636e\u6211\u4eec\u7684\u4e86\u89e3\u8ddf\u8e2a\u4e86\u91c7\u7528\u5468\u671f\u4e2d\u7684\u5173\u952e\u6280\u672f\u3002<\/p>\n


\n \u6211\u4eec\u6765\u770b\u4e00\u4e0b Cisco \u7684\u8054\u7edc\u4e2d\u5fc3\u4e13\u5bb6\u7684\u5168\u529f\u80fd\u56e2\u961f\uff1a<\/strong>
\n<\/span><\/p>\n


\n \u5185\u7701\uff1a Contact Center \u7684\u672a\u6765<\/strong>\u00a0<\/span><\/h2>\n


\n
\n
\n \"T\u5206\u7cfb\u7edf\"
\n <\/a>
\n \u5ba2\u6237\u7ebf\u7d22\u7531<\/span> <\/em> <\/strong> \u6211\u4eec\u7684\u6587\u7ae0\u56e2\u961f\u63d0\u4f9b\u3002 \u4ed6\u62c5\u4efb Cisco \u8054\u7edc\u4e2d\u5fc3\u4e1a\u52a1\u90e8\u95e8\u7684\u526f\u603b\u88c1\u548c\u603b\u7ecf\u7406\u3002 \u6211\u4eec\u4e8e 2019 \u5e74\u6536\u8d2d Voicea \u540e\uff0c\u4f7f\u7528 Voicea \u52a0\u5165\u5176\u4e1a\u52a1\uff0c\u800c 2019 \u5e74\uff0c\u6211\u4eec\u4e00\u8d77\u5efa\u7acb\u4e91\u6a21\u5f0f\u4e1a\u52a1\u3002<\/p>\n

\u4ed6\u7684\u6587\u7ae0\u4e2d\u7684 “\u5b66\u4e60\u5185\u5bb9”\uff1a \u4f5c\u4e3a Contact Center \u7684”\u672a\u6765<\/a> <\/em>“\uff0c\u63d0\u4f9b\u6211\u4eec\u8054\u7edc\u4e2d\u5fc3\u4e1a\u52a1\u7684\u5e7f\u6cdb\u6784\u60f3\uff0c\u5e76\u7740\u91cd\u5f3a\u8c03\u56db\u4e2a\u5173\u952e\u6295\u8d44\u9886\u57df\u3002 \u4ed6\u540c\u65f6\u8fd8\u63cf\u8ff0\u4e86\u6211\u4eec\u7684\u89e3\u51b3\u65b9\u6848\u5982\u4f55\u5728\u8054\u7edc\u4e2d\u5fc3”\u5229\u7528\u8d44\u6e90\u66f2\u7ebf”\u3002 \u6700\u7ec8\u76ee\u6807\u662f\u4ec0\u4e48\uff1f \u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n

\u00a0<\/p>\n


\n \u8054\u7edc\u4e2d\u5fc3\u4e2d AI \u7684\u672a\u6765<\/strong>
\n<\/span><\/h2>\n


\n \"\u5979\u4e0e
\n<\/a>
\n
\n \u4e00\u4f4d Cisco<\/span> <\/em> <\/strong> Contact Center AI \u4e3b\u7ba1\uff0c\u63d0\u4f9b 2006 \u5e74 12 \u6708 24 \u65e5\uff0c2012<\/a> <\/em>\u5e74 7 \u6708 24 \u65e5 \u4ed6\u4ee5\u5341\u9879 AI \u76f8\u5173\u521b\u65b0\u9769\u65b0\u7684\u6210\u529f\u521b\u65b0\u8005\u3002 \u4ed6\u7684\u6587\u7ae0 \u300aAI<\/em><\/a> <\/em> <\/strong>\u7684\u672a\u6765\u300b\u6709\u4e00\u79cd\u6709\u8da3\u7684\u53d8\u5316 – \u770b\u770b\u60a8\u662f\u5426\u53ef\u4ee5\u627e\u5230\u5b83\uff01<\/p>\n

Geish \u5e2e\u52a9\u8bfb\u8005\u5bfc\u822a AI \u4e2d\u7684\u4e00\u4e9b\u91cd\u8981\u8d8b\u52bf\u53ca\u5176\u5728\u5ba3\u4f20\u5468\u671f\u4e2d\u7684\u4f4d\u7f6e\u3002 \u5bf9\u4e8e\u8fd9\u4e00\u8d85\u5927\u89c4\u6a21\u8d8b\u52bf\uff0c\u8bfb\u8005\u5c06\u4f1a\u5bf9\u4eca\u540e\u4eca\u540e\u7684\u671f\u671b\u6709\u4e00\u4e9b\u89c1\u89e3\u3002<\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n


\n \u5ba3\u4f20 vs. \u5e0c\u671b\uff1a \u5ba2\u6237\u4f53\u9a8c<\/strong>
\n<\/span><\/h2>\n


\n
\n
\n \"Vinod
\n <\/a>
\n Vinod Muthuishnan<\/span> <\/em> <\/strong> \u662f Cisco \u8054\u7edc\u4e2d\u5fc3\u7684\u9996\u5e2d\u589e\u957f\u5b98\u3002 Vinod \u5b58\u50a8\u6709\u6211\u4eec\u56e2\u961f\u6700\u6709\u8da3\u7684\u80cc\u666f\u4e4b\u4e00 – \u4ed6\u66fe\u7ecf\u62c5\u4efb\u8d85\u7ea7\u5bfc\u822a\u4e13\u5458\uff0c\u5728\u9ad8\u80fd\u80fd\u4e0a\u82b1\u8d39 9 \u5e74\uff01 \u8fd9\u4e00\u8fc7\u7a0b\u5982\u4f55\u6fc0\u53d1\u4ed6\u542f\u52a8 CloudCherry\uff082019 \u5e74\u88ab Cisco \u6536\u8d2d\uff09\u662f\u4e00\u4e2a\u4e0d\u5c0f\u6545\u4e8b\u3002<\/p>\n

\u901a\u8fc7 Hype \u4e0e\u5e0c\u671b\u8fd9 \u4e24\u4e2a\u73b0\u5b9e\uff0c\u5411\u8bfb\u8005\u8bf4\u4e00\u6b65\uff1a <\/em> <\/strong> <\/a>\u5ba2\u6237\u4f53\u9a8c\u3002 \u5728 Cisco \u7684”\u5ba2\u6237\u4f53\u9a8c \u7ba1\u7406\u529f\u80fd”\u4e2d\uff0c\u4ed6\u5bf9\u4e8e”\u5ba2\u6237\u8bed\u97f3”\u89e3\u51b3\u65b9\u6848Webex\u6df1\u60c5\u3002<\/a> <\/em> \u8bfb\u8005\u5c06\u4e86\u89e3\u9884\u6d4b\u5f0f\u548c\u9884\u5148\u521b\u5efa\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n

\u00a0<\/p>\n


\n \u4e3a\u4ec0\u4e48 Contact Center \u6bd4\u4ee5\u5f80\u66f4\u52a0\u5173\u952e<\/strong>
\n<\/span><\/h2>\n

\"Zack<\/p>\n

\u4f5c\u4e3a Cisco Contact Center \u4e1a\u52a1\u90e8\u95e8\u6218\u7565\u901a\u4fe1\u4e3b\u7ba1\uff0c\u6211\u6bcf\u5929\u6709\u673a\u4f1a\u4e0e\u5168\u7403\u9886\u5148\u516c\u53f8\u4ea4\u8c08\uff0c\u8fd9\u4e9b\u516c\u53f8\u6b63\u5728\u6839\u636e\u6570\u5b57\u548c\u8054\u7edc\u4e2d\u5fc3\u9769\u65b0\u7684\u53cc\u76ee\u6807\u7b56\u7565\u91cd\u65b0\u521b\u9020\u5ba2\u6237\u4f53\u9a8c\u3002 \u867d\u7136\u6211\u6240\u770b\u5230\u7684\u95ee\u9898\u6b63\u5728\u88ab\u89e3\u51b3\uff0c\u4f46\u968f\u7740\u65f6\u95f4\u7684\u63a8\u79fb\uff0c\u8054\u7edc\u4e2d\u5fc3\u7684\u521b\u65b0\u5df2\u8fbe 9 \u9879\u4e13\u5229\u3002<\/p>\n

\u4e3a\u4ec0\u4e48\u6211\u7684 <\/em> Contact Center<\/em> <\/a> \u6bd4 Ever \u66f4\u5177\u5173\u952e\u6027\uff0c\u6211\u7684\u57fa\u672c\u4f53\u9a8c\u6b63\u5728\u5b9e\u65f6\u64ad\u653e\uff0c\u56e0\u4e3a\u8054\u7edc\u4e2d\u5fc3\u6b63\u5728\u5927\u89c4\u6a21\u7f29\u5c0f\u5e76\u4e14\u5df2\u51fa\u73b0\u5728\u4f01\u4e1a\u5ba2\u6237\u4f53\u9a8c\u7684\u9886\u5148\u8005\u4e2d\u3002 \u8be5\u8054\u7edc\u4e2d\u5fc3\u5c06\u6253\u7834”\u6210\u672c\u7ba1\u7406”\u7684\u58f0\u8a89\uff0c\u5e76\u6253\u7834”\u8d44\u4ea7\u88ab\u5229\u7528”\u7684\u58f0\u8a89\u3002 \u8054\u7edc\u4e2d\u5fc3\u5df2\u771f\u6b63\u6210\u4e3a\u7ec4\u7ec7\u7684”\u6570\u5b57\u76ee\u6807\u4fdd\u6301\u8005”\uff0c\u5904\u7406\u5ba2\u6237\u5728\u81ea\u52a9\u670d\u52a1\u4e2d\u65e0\u6cd5\u89e3\u51b3\u7684\u5ba2\u6237\u4f53\u9a8c\u5f02\u5e38\u3002<\/p>\n


\n \u672a\u6765\u5ba2\u6237\u4f53\u9a8c\u5e73\u53f0\u7684\u516d\u5927\u57fa\u7840<\/strong>
\n<\/span><\/h2>\n

\"Cisco\u6211\u4eec\u7684\u6e05\u7406\u5de5\u4f5c\u5c31\u662f\u6211\u4eec\u7684 Cisco Contact Center CTO Ryan Plant\u3002<\/em> <\/strong>
\n<\/span>Ryan \u662f\u4e91\u8f6f\u4ef6\u5f00\u53d1\u7684\u4e30\u5bcc\u8005\uff0c\u4e3a\u8054\u7edc\u4e2d\u5fc3\u4e1a\u52a1\u90e8\u95e8\u5e26\u6765\u5e7f\u6cdb\u7684\u4f53\u9a8c\u3002 Ryan \u4e00\u76f4\u53c2\u4e0e\u6211\u4eec\u4e0b\u4e00\u4ee3 CCaaS \u5e73\u53f0\u7684\u67b6\u6784\u8bbe\u8ba1\u5de5\u4f5c\u3002 \u5728\u6807\u9898\u4e3a” <\/a><\/em> \u672a\u6765\u7684\u5ba2\u6237\u4f53\u9a8c\u5e73\u53f0\u7684\u516d\u5927\u57fa\u7840”\u7684\u6587\u7ae0\u4e2d\uff0c\u60a8\u5c06\u5f3a\u8c03\u4e00\u540d\u88ab\u6388\u6743\u6784\u5efa\u9886\u5148\u3001\u73b0\u4ee3\u7684\u8f6f\u4ef6\u5e73\u53f0\u7684 CTO\u3002<\/p>\n

Ryan \u6e05\u695a\u5730\u8bf4\u660e\u4e86\u8fd9 6 \u4e2a\u533a\u57df\u5bf9\u73b0\u4ee3\u5ba2\u6237\u670d\u52a1\u5e73\u53f0\u81f3\u5173\u91cd\u8981\u7684\u539f\u56e0\u3002 \u597d\u6d88\u606f\u662f\uff1f \u60a8\u65e0\u9700\u6210\u4e3a\u7f16\u7801\u5458\uff0c\u5c31\u6765\u4e86\u89e3 Ryan \u8ba9\u8bfb\u8005\u4e86\u89e3\u8fd9\u4e00\u8fc7\u7a0b\uff01<\/p>\n

\u00a0<\/p>\n

\u6211\u8fd8\u8bb0\u5f97\u81ea\u5df1\u4e00\u76f4\u4e3a\u94c3\u58f0\u661f\u53f7\u6bcf\u5e74\u8981\u5bfc\u89c8\u7684\u5168\u661f\u5e26\uff08\u6240\u6709\u4e0d\u540c\u7ec4\u7684\u6700\u4f73\u53c2\u4e0e\u8005\uff09\u63d0\u4f9b\u4e00\u70b9\u5efa\u8bae\u3002 \u5728\u4ece\u4e8b\u8be5\u9879\u76ee\u65f6\uff0c\u6211\u5927\u81f4\u9886\u7565\u4e86\u4e00\u4e0b\u8fd9\u79cd\u611f\u53d7\uff01 \u611f\u8c22\u540c\u4e8b Ryan\u3001Geish\u3001Vinod \u548c Ryan \u4e00\u8d77\u4f53\u9a8c\u4e0b\u4e00\u4ee3\u8054\u7edc\u4e2d\u5fc3\uff01<\/p>\n

\n

\u4e0b\u8f7d\u60a8\u7684\u514d\u8d39\u526f\u672c <\/em><\/h2>\n


\n
\n
\n \u52a0\u5feb\u4e0b\u4e00\u4ee3\u8054\u7edc\u4e2d\u5fc3<\/u>
\n <\/strong>
\n <\/a>
\n<\/em><\/h2>\n<\/blockquote>\n

\u4e86\u89e3\u66f4\u591a<\/strong><\/p>\n

Cisco \u4e91\u8054\u7edc\u4e2d\u5fc3 \u89e3\u51b3\u65b9\u6848\u7f51\u9875<\/a><\/p>\n

\u8868\u73b0\u4e00\u76f4\u8fbe\u5230 262% \u7684\u6295\u8d44\u56de\u62a5\u7387\uff1a Forrester Webex Contact Center \u9428\u52eb\u581c\u7cb6\u9428\u52ec<\/a><\/p>\n

Cisco \u5728 Ar\u4ee5”\u667a\u80fd\u8054\u7edc\u4e2d\u5fc3 2020″\u7684\u5168\u7403\u9886\u5bfc\u8005\u8eab\u4efd\u88ab\u8ba4\u5b9a\u4e3a<\/a><\/p>\n

\u56db\u4e2a\u65c5\u7a0b\uff0c\u4e00\u4e2a\u76ee\u6807\uff1a Cloud\uff0c<\/a>Mc-Gee Smith Analytics \u7e43\u5b24<\/p>\n","protected":false},"excerpt":{"rendered":"

Cisco \u4e0e Gartner Research \u5408\u4f5c\u521b\u5efa\u4e86\u4e00\u7ec4\u6df1\u5165\u89c1\u89e3\uff0c\u5c06\u52a0\u5feb\u4e0b\u4e00\u4ee3\u8054\u7edc\u4e2d\u5fc3\u7684\u53d1\u5c55\u3002<\/p>\n","protected":false},"author":5430,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[7414,1578],"tags":[772,8150],"class_list":["post-385311","post","type-post","status-publish","format-standard","hentry","category-7414","category-1578","tag-cloud-communications","tag-8150"],"acf":[],"yoast_head":"\n\u5168\u661f\u52a0\u901f - \u4e13\u5bb6\u4e86\u89e3 Contact Center \u6280\u672f\u4e0b\u4e00\u6b65\u8ba1\u5212 | Welcome to the Video Conferencing Hub<\/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\/all-star-acceleration-experts-look-at-whats-next-for-contact-center-technology\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u5168\u661f\u52a0\u901f - 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