{"id":386880,"date":"2020-08-03T08:27:46","date_gmt":"2020-08-03T15:27:46","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hans\/cisco-%e4%bb%8e-customer-magazine-%e8%8e%b7%e5%be%97-2020-contact-center-%e6%8a%80%e6%9c%af%e5%a5%96\/"},"modified":"2020-08-03T08:27:46","modified_gmt":"2020-08-03T15:27:46","slug":"cisco-%e4%bb%8e-customer-magazine-%e8%8e%b7%e5%be%97-2020-contact-center-%e6%8a%80%e6%9c%af%e5%a5%96","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/cisco-%e4%bb%8e-customer-magazine-%e8%8e%b7%e5%be%97-2020-contact-center-%e6%8a%80%e6%9c%af%e5%a5%96\/","title":{"rendered":"Cisco \u4ece CUSTOMER Magazine \u83b7\u5f97 2020 Contact Center \u6280\u672f\u5956"},"content":{"rendered":"

Cisco Webex\u8054\u7edc\u4e2d\u5fc3 CCaaS\uff0c\u81f4\u529b\u4e8e\u6539\u8fdb\u5ba2\u6237\u670d\u52a1\u6280\u672f\u548c\u5ba2\u6237\u4f53\u9a8c\u3002<\/em><\/p>\n


\n \u8fde\u7eed\u4e24\u5e74\u6388\u4e88\u5927\u5956<\/strong>
\n<\/span><\/h2>\n

\u6211\u5f88\u9ad8\u5174\u5730\u5ba3\u5e03\uff0cWebex\u662f Customer Magazine \u672c\u6708\u9881\u53d1\u7ed9 Customer Magazine \u7684 2020 \u4e2a Contact Center \u6280\u672f\u5956\u7684\u83b7\u5f97\u8005\u4e4b\u4e00\u3002 \u8be5\u5956\u9881\u53d1\u7ed9\u66fe\u91c7\u7528\u6280\u672f\u4f5c\u4e3a\u5ba2\u6237\u670d\u52a1\u5353\u8d8a\u5173\u952e\u5de5\u5177\u7684\u4f9b\u5e94\u5546\uff0c\u5e76\u4f5c\u4e3a\u521b\u65b0\u8005\u3001\u601d\u60f3\u9886\u8896\u548c\u5ba2\u6237\u670d\u52a1\u884c\u4e1a\u7684\u5e02\u573a\u4ee3\u8868\u6765\u8868\u5f70\u4ed6\u4eec\u3002<\/p>\n

\u4e0b\u9762\u6211\u8bf4\u660e\u4e00\u4e0b Contact Center Webex\u5f97\u5230\u8ba4\u53ef\u7684\u539f\u56e0\u3002<\/p>\n


\n \u4e91\u7075\u6d3b\u5ea6<\/strong>
\n<\/span><\/h2>\n

Webex Contact Center<\/a> \u662f\u6211\u4eec\u7684\u5168\u6e20\u9053\u8054\u7edc\u4e2d\u5fc3\u8f6f\u4ef6\u670d\u52a1\uff0c\u9002\u7528\u4e8e\u5c0f\u578b\u3001\u4e2d\u578b\u548c\u5206\u5e03\u5f0f\u8054\u7edc\u4e2d\u5fc3\u3002 \u00a0\u5b83\u4ee5\u516c\u5171\u4e91\u4e3a\u52a8\u529b\uff0c\u4f7f\u5176\u5177\u6709\u9ad8\u6269\u5c55\u6027\u3001\u7075\u6d3b\u6027\u3001\u5b89\u5168\u6027\u53ca\u7075\u6d3b\u6027\u3002 \u5b83\u5229\u7528\u667a\u80fd\u548c\u6570\u636e\u6d1e\u5bdf\u6765\u63d0\u5347 Contact Center \u7684\u6027\u80fd\uff0c\u5e76\u8d4b\u4e88\u4ee3\u7406\u66f4\u591a\u77e5\u8bc6\u53ca\u73af\u5883\uff0c\u4ece\u800c\u4e0e\u5ba2\u6237\u5f00\u5c55\u66f4\u4e30\u5bcc\u3001\u66f4\u5bcc\u6709\u610f\u4e49\u7684\u63a5\u6d3d\u3002<\/p>\n

Webex Contact Center \u57fa\u4e8e\u552f\u4e00\u7684 contact Center Webex\u5e73\u53f0\u6784\u5efa\u3002 \u6b64\u5f00\u653e\u5f0f\u5e73\u53f0\u67b6\u6784\u4f7f\u6211\u4eec\u7684\u5ba2\u6237\u80fd\u591f\u8f7b\u677e\u6dfb\u52a0\u548c\u96c6\u6210\u9ad8\u7ea7\u4e91\u5e94\u7528\u7a0b\u5e8f\uff0c\u4f8b\u5982\u57fa\u4e8e AI \u7684\u865a\u62df\u4ee3\u7406\u3001\u9ad8\u7ea7\u6570\u636e\u5206\u6790\u3001\u5458\u5de5\u4f18\u5316\u548c\u5176\u4ed6 Webex \u5e94\u7528\u7a0b\u5e8f\uff0c\u5305\u62ec Webex Experience Management\u3001Webex Calling \u548c Webex Control Hub\u3002<\/p>\n

\u8fd9\u79cd\u591a\u79df\u6237\u65b9\u6cd5\u4ece\u4e24\u4e2a\u65b9\u9762\u4f7f Cisco Contact Center \u5ba2\u6237\u53d7\u76ca\u3002 \u9996\u5148\uff0c\u5b83\u4f7f\u6240\u6709\u5ba2\u6237\uff08\u65e0\u8bba\u662f\u4e91\u8fd8\u662f\u672c\u5730\u5ba2\u6237\uff09\u90fd\u53ef\u4ee5\u5229\u7528\u9ad8\u7ea7\u5e94\u7528\u7a0b\u5e8f\u3001\u6301\u7eed\u7684\u529f\u80fd\u4ea4\u4ed8\u548c\u4e91\u7684\u4f4e\u4e2d\u65ad\u8def\u5f84\u3002 \u5176\u6b21\uff0c\u901a\u8fc7\u96c6\u6210Webex\uff0c\u4f01\u4e1a\u5185\u7684\u534f\u4f5c\u66f4\u52a0\u65e0\u7f1d\u3001\u964d\u4f4e\u6210\u672c\uff0c\u5e76\u4fbf\u4e8e\u5ba2\u6237\u83b7\u53d6\u548c\u7ba1\u7406\u89e3\u51b3\u65b9\u6848\u3002<\/p>\n


\n \u4e1a\u52a1\u8fde\u7eed\u6027 <\/strong>
\n<\/span><\/h2>\n

\u968f\u7740\u5ba2\u6237\u8be2\u95ee\u548c\u901a\u8bdd\u91cf\u7684\u589e\u52a0\uff0c\u4ee5\u53ca\u6210\u767e\u4e0a\u5343\u7684\u4ee3\u7406\u5728\u5bb6\u5de5\u4f5c\uff0c\u8bb8\u591a\u4f01\u4e1a\u5728\u4e1a\u52a1\u8fd0\u884c\u4e2d\u9047\u5230\u4e86\u4e25\u91cd\u4e2d\u65ad\u3002\u00a0 \u4e00\u4e9b\u4eba\u5728\u9996\u6b21 <\/a> \u9700\u8981\u4e00\u4e2a\u8054\u7edc\u4e2d\u5fc3\u6765\u8bbe\u7f6e\u7d27\u6025”\u70ed\u7ebf”\uff0c\u800c\u4e00\u4e9b\u516c\u53f8\u9700\u8981\u589e\u5f3a\u548c\u8c03\u6574\u73b0\u6709\u8054\u7edc\u4e2d\u5fc3\u4ee5\u51cf\u8f7b\u901a\u8bdd\u91cf\u3002 \u5728\u75c5\u6bd2\u4f20\u64ad\u7684\u524d 60 \u5929\uff0c\u6211\u4eec\u80fd\u591f\u4e3a 150 \u5bb6\u6709\u8feb\u5207\u9700\u6c42\u7684\u4f01\u4e1a\u5feb\u901f\u90e8\u7f72\u548c\u6269\u5c55\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\u548c\u8fdc\u7a0b\u4ee3\u7406\u3002<\/p>\n

\u4ee5\u4e0b\u662f\u8fd9\u4e9b\u5ba2\u6237\u4e2d\u7684\u4e00\u4e9b\u9700\u8981\u8bf4\u660e\uff1a<\/p>\n

“Webex\u8054\u7edc\u4e2d\u5fc3\u4f7f\u6211\u4eec\u80fd\u591f\u63d0\u4f9b\u548c\u56de\u5e94\u4f01\u4e1a\u7684\u8feb\u5207\u9700\u6c42\uff0c\u540c\u65f6\u4fdd\u6301\u793e\u4ea4\u8054\u7cfb\u548c\u5728\u5bb6\u5de5\u4f5c\u3002 \u6211\u4eec\u80fd\u591f\u63d0\u4f9b\u8d85\u8fc7\u5185\u5efa\u89e3\u51b3\u65b9\u6848\u6240\u5efa\u7acb\u7684\u89c4\u6a21\u3002”<\/p>\n

“Webex Contact Center \u4e00\u76f4\u662f COVID \u671f\u95f4\u8fdc\u7a0b\u5de5\u4f5c\u7684\u542f\u7528\u5668\u3002 \u5982\u679c\u6ca1\u6709\u5b83\uff0c\u6211\u4eec\u5c06\u4e0d\u518d\u5173\u95ed\u8054\u7edc\u4e2d\u5fc3\u3002”<\/p>\n

“Webex\u8054\u7edc\u4e2d\u5fc3\u4f7f\u6211\u4eec\u80fd\u591f\u9002\u5e94\u5f53\u524d\u5c0f\u7248\u672c\u4e2d\u7684”\u7075\u6d3b\u5de5\u4f5c”\u3002”<\/p>\n

“Webex Contact Center \u63d0\u4f9b\u4e86\u4e00\u79cd\u5feb\u901f\u4fbf\u6377\u7684\u65b9\u5f0f\u6765\u5904\u7406\u547c\u51fa\u6d41\u91cf\uff0c\u5e76\u8ddf\u8e2a\u8d8b\u52bf\uff0c\u4ee5\u4fbf\u6211\u4eec\u8fdb\u884c\u76f8\u5e94\u7684\u9884\u6d4b\u548c\u89c4\u5212\u3002 \u5b83\u63d0\u4f9b\u4e86\u5411\u7ba1\u7406\u56e2\u961f\u62a5\u544a\u7684\u6240\u6709\u6b63\u786e\u6307\u6807\u3002”<\/p>\n


\n \u6570\u5b57\u5316\u8f6c\u6362\u548c\u667a\u80fd\u667a\u80fd<\/strong>
\n<\/span><\/h2>\n

\u5728\u8fc7\u53bb\u4e24\u5e74\u4e2d\uff0cCisco \u6536\u8d2d AI \u516c\u53f8 Voicea \u548c CloudCherry\uff0c\u4ee5\u52a0\u5feb\u6211\u4eecWebex Contact Center AI<\/a> \u5b9e\u8df5\u3002 \u4e3a\u4e86\u5feb\u901f\u4e3a\u5ba2\u6237\u63d0\u4f9b AI \u89e3\u51b3\u65b9\u6848\uff0c\u6211\u4eec\u4f7f\u7528”\u6700\u4f73”\u65b9\u6cd5\uff0c\u4f7f\u7528\u6211\u4eec\u5185\u7f51\u7684 AI\uff0c\u4ee5\u53ca Google Cloud \u7b49\u5408\u4f5c\u4f19\u4f34\u7684 AI\u3002 \u00a0\u4f8b\u5982\uff0c\u7528\u4e8e\u8bed\u97f3\u548c\u804a\u5929\u7684\u865a\u62df\u4ee3\u7406\u7531 Google Cloud CCAI \u63d0\u4f9b\uff0c\u5e76\u4e3a\u5ba2\u6237\u63d0\u4f9b\u4f7f\u7528 AI \u63d0\u4f9b\u81ea\u52a9\u670d\u52a1\u6280\u672f\u56de\u5e94\u5176\u5ba2\u6237\u7684\u65b0\u65b9\u5f0f\u3002\u00a0 \u968f\u7740\u6570\u5b57\u4e92\u52a8\u7684\u589e\u591a\uff0c\u81ea\u52a8\u81ea\u52a9\u670d\u52a1\u5df2\u6210\u4e3a\u6d88\u8d39\u8005\u4e0e\u4f01\u4e1a\u4e92\u52a8\u7684\u9996\u9009\u65b9\u5f0f\u3002 \u81ea\u52a9\u4f7f\u8054\u7edc\u4e2d\u5fc3\u80fd\u591f\u63a5\u542c\u6765\u7535\uff0c\u540c\u65f6\u4e3a\u5ba2\u6237\u63d0\u4f9b\u66f4\u5feb\u7684 24 \u5c0f\u65f6\u670d\u52a1\u3002 \u6839\u636e\u6d7c\u4f6d\u59db\u95c2\u4f6d\u59db\u7d1c <\/strong><\/span> \u95c2\u5b2a\u59db\u7d17\u95c2<\/p>\n

\u4ece\u6765\u5e74\u79cb\u5929\uff0c\u6211\u4eec\u5c06\u63a8\u51fa\u4ee3\u7406\u7b54\u6848\uff0c\u4e00\u79cd\u667a\u80fd\u5ba2\u670d\u52a9\u624b\uff0c\u5728\u8054\u7cfb\u5ba2\u6237\u6216\u4e0e\u5ba2\u6237\u804a\u5929\u65f6\u5b9e\u65f6\u5411\u8054\u7edc\u4e2d\u5fc3\u4ee3\u7406\u663e\u793a\u4e0a\u4e0b\u6587\u9a71\u52a8\u7684\u5efa\u8bae\u4e0e\u6307\u5bfc\uff0c\u6700\u5c0f\u5316\u5ba2\u670d\u7814\u7a76\u65f6\u95f4\uff0c\u540c\u65f6\u63d0\u9ad8\u7b2c\u4e00\u6b21\u8054\u7cfb\u89e3\u51b3\u7387\u53ca\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/p>\n

\u6b64\u5916\uff0c\u6211\u4eec\u8fd8\u4f7f\u7528 Cisco \u81ea\u5df1\u7684 AI \u63d0\u4f9b”\u4ee3\u7406\u547c\u53eb\u6587\u5b57\u8bb0\u5f55”\u3002 \u8be5\u552f\u4e00\u529f\u80fd\u7531\u5728 Webex Meetings \u5e73\u53f0\u4e0a\u63d0\u4f9b\u6587\u5b57\u8bb0\u5f55\u4e0e\u5b57\u5e55\u7684\u540c\u4e00\u7834\u51b0\u8bed\u97f3\u5f15\u64ce\u63d0\u4f9b\uff0c\u53ef\u63d0\u4f9b\u4ee3\u7406\/\u5ba2\u6237\u5bf9\u8bdd\u5b9e\u65f6\u6587\u5b57\u8bb0\u5f55\uff0c\u4f7f\u4ee3\u7406\u6bcf\u6b21\u547c\u53eb\u90fd\u7684\u5b8c\u6574\u526f\u672c\u548c\u6458\u8981\u3002 \u8fd9\u4f7f\u5f97\u4ee3\u7406\u80fd\u591f\u5c06\u6ce8\u610f\u529b\u96c6\u4e2d\u5728\u5ba2\u6237\u6b63\u5728\u8bf4\u660e\u4e0a\uff0c\u540c\u65f6\u5c3d\u53ef\u80fd\u7f29\u77ed\u901a\u8bdd\u540e\u603b\u7ed3\u65f6\u95f4\u5e76\u786e\u4fdd\u4ea4\u6613\u51c6\u786e\u6027\u4ee5\u53ca\u4e0e\u5ba2\u6237\u8ffd\u8e2a\u3002 \u00a0\u4ee3\u7406\u547c\u53eb\u6587\u5b57\u8bb0\u5f55\u529f\u80fd\u5f53\u524d\u6b63\u5728 Cisco Contact Center \u5e73\u53f0\u4e0a\u8fdb\u884c\u73b0\u573a\u8bd5\u7528\uff0c\u5e76\u6b63\u5728\u5f00\u53d1\u9002\u7528\u4e8e Webex Contact Center\u3002<\/p>\n


\n \u5c06\u6570\u636e\u4e2d\u5fc3\u5f15\u5165\u8054\u7edc\u4e2d\u5fc3\uff08Contact Center\uff09\u7684\u524d\u6cbf\u6280\u672f <\/strong>
\n<\/span><\/h2>\n

\"Webex<\/p>\n

\u5728 1 \u6708 \uff0c\u6211\u4eec<\/a> \u63a8\u51fa\u4e86\u65b0\u4e00Webex AI \u652f\u6301\u7684\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406 SaaS\uff0c\u5373 CloudCherry\u3002\u00a0 \u8be5\u89e3\u51b3\u65b9\u6848\u63d0\u4f9b\u771f\u6b63\u7684 360 \u5ea6\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u89c6\u56fe\uff0c\u53ef\u4e3a\u6574\u4e2a\u7ec4\u7ec7\u7684\u6240\u6709\u5ba2\u6237\u63a5\u89e6\u70b9\u5e26\u6765\u5de8\u5927\u7684\u89c1\u89e3\u3002<\/p>\n

Cisco \u5c06\u4ec5\u5c06\u8fd9\u4e9b\u529f\u80fd\u76f4\u63a5\u5d4c\u5165 Webex Contact Center \u4e2d\uff0c\u4ece\u901a\u8fc7 SMS \u548c\u7535\u5b50\u90ae\u4ef6\u5f00\u59cb\u547c\u53eb\u540e\u8c03\u67e5\u3002 \u638c\u63e1\u6b64\u4fe1\u606f\u540e\uff0c\u4f01\u4e1a\u53ef\u5b9e\u65f6\u83b7\u5f97\u5ba2\u6237\u53cd\u9988\u6570\u636e\uff0c\u4ece\u800c\u66f4\u597d\u5730\u4e86\u89e3\u5ba2\u6237\u7684\u60c5\u51b5\uff0c\u5e76\u4f5c\u51fa\u660e\u667a\u51b3\u5b9a\u5e76\u91c7\u53d6\u63aa\u65bd\u6539\u5584\u4f53\u9a8c\uff0c\u63d0\u9ad8 NPS\u3001CSAT \u548c CES \u5206\u6570\u3002 \u4e0e\u4ee3\u7406\u684c\u9762\u7684\u66f4\u591a\u96c6\u6210\u5c06\u5728\u8fd1\u671f\u63d0\u4f9b\u3002<\/p>\n


\n \u8fd9\u53ea\u662f\u5f00\u59cb<\/strong>
\n<\/span><\/h2>\n

\u8fd9\u53ea\u662f\u6211\u4eec\u6539\u8fdb Webex Contact Center \u4ee5\u5e2e\u52a9\u4f01\u4e1a\u63d0\u9ad8\u6548\u7387\u3001\u63d0\u9ad8\u751f\u4ea7\u529b\u4ee5\u53ca\u4e0e\u5ba2\u6237\u5efa\u7acb\u66f4\u6709\u610f\u4e49\u7684\u5173\u7cfb\uff0c\u4ece\u800c\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\u53ca\u8d22\u52a1\u6210\u679c\u7684\u5f00\u59cb\u3002 \u8bf7\u6ce8\u610f Cisco Contact Center \u7684\u66f4\u591a\u6301\u7eed\u9769\u65b0\uff01<\/p>\n

\u9605\u8bfb Webex Contact Center \u7535\u5b50\u4e66<\/a> \u4ee5\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\u3002<\/p>\n

\u4e86\u89e3\u66f4\u591a\u6709\u5173 Cisco Contact Center \u89e3\u51b3\u65b9\u6848\u7684\u4fe1\u606f<\/a>\u3002<\/p>\n

Aragon Research \u5c06 Cisco \u4f5c\u4e3a\u667a\u80fd\u8054\u7edc\u4e2d\u5fc3\u7684\u9886\u5bfc\u8005\u3002
\n\u9605\u8bfb\u4ed6\u4eec\u7684\u6700\u65b0\u62a5\u544a\uff1a \u00a0Aragon Research Globe for Intelligent Contact Centers\uff0c 2020<\/a><\/p>\n

\u00a0<\/p>\n


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

Cisco \u88ab\u8ba4\u5b9a\u4e3a Ar\u548c Intelligent Contact Center \u5168\u7403\u9886\u5bfc\u8005<\/a><\/p>\n

Cisco \u8d62\u5f97 UC 2020 \u5e74\u6700\u4f73\u534f\u4f5c\u5e73\u53f0<\/a><\/p>\n

Cisco \u5ba3\u5e03\u5728\u5bb6\u5de5\u4f5cWebex Contact Center \u5feb\u901f\u90e8\u7f72<\/a><\/p>\n

\u7ed9\u6211\u4eec\u7684\u5ba2\u6237\u7684\u6d88\u606f\uff1a \u60a8\u7684\u5ba2\u670d\u53ef\u4ee5\u901a\u8fc7 Cisco Contact Center \u89e3\u51b3\u65b9\u6848\u5728\u5bb6\u5de5\u4f5c<\/a><\/p>\n


\n \u5956\u52b1\u4fe1\u606f<\/strong> <\/span> \u8be5\u7531 CUSTOMER Magazine \u9881\u53d1\u7684\u7b2c 15 \u5e74\u5ea6 Contact Center <\/em> <\/a>\u6280\u672f\u5956\u5c06\u8868\u5f70\u5df2\u91c7\u7528\u6280\u672f\u4f5c\u4e3a\u5ba2\u6237\u670d\u52a1\u5353\u8d8a\u5173\u952e\u5de5\u5177\u7684\u4f9b\u5e94\u5546\u548c\u6280\u672f\u3002 \u8be5\u5956\u5c06\u5ba2\u6237\u7684\u6210\u529f\u4f5c\u4e3a\u8054\u7edc\u4e2d\u5fc3\u53ca\u5ba2\u6237\u670d\u52a1\u884c\u4e1a\u7684\u521b\u65b0\u8005\u3001\u601d\u60f3\u9886\u8896\u548c\u5e02\u573a\u4ee3\u8868\u6765\u533a\u5206\u3002<\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Webex Contact Center \u662f 2020 \u5e74 Contact Center \u6280\u672f\u5956\u7684\u83b7\u5f97\u8005\u4e4b\u4e00\uff0c\u8be5\u5956\u7531 CUSTOMER Magazine \u5728\u672c\u6708\u9881\u53d1\uff0c\u7528\u4e8e\u6539\u8fdb\u5ba2\u6237\u670d\u52a1\u6280\u672f\u548c\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n","protected":false},"author":5501,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[7414,1578],"tags":[4421],"class_list":["post-386880","post","type-post","status-publish","format-standard","hentry","category-7414","category-1578","tag-awards"],"acf":[],"yoast_head":"\nCisco \u4ece CUSTOMER Magazine \u83b7\u5f97 2020 Contact Center \u6280\u672f\u5956 | 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\" 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