{"id":387181,"date":"2020-04-07T08:29:23","date_gmt":"2020-04-07T15:29:23","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hans\/cisco-2020-%e5%85%a8%e7%90%83-contact-center-%e8%b0%83%e6%9f%a5%e6%8f%ad%e7%a4%ba-contact-center-%e9%a2%86%e5%af%bc%e7%9a%84%e6%83%b3%e6%b3%95\/"},"modified":"2020-04-07T08:29:23","modified_gmt":"2020-04-07T15:29:23","slug":"cisco-2020-%e5%85%a8%e7%90%83-contact-center-%e8%b0%83%e6%9f%a5%e6%8f%ad%e7%a4%ba-contact-center-%e9%a2%86%e5%af%bc%e7%9a%84%e6%83%b3%e6%b3%95","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/cisco-2020-%e5%85%a8%e7%90%83-contact-center-%e8%b0%83%e6%9f%a5%e6%8f%ad%e7%a4%ba-contact-center-%e9%a2%86%e5%af%bc%e7%9a%84%e6%83%b3%e6%b3%95\/","title":{"rendered":"Cisco 2020 \u5168\u7403 Contact Center \u8c03\u67e5\u63ed\u793a Contact Center \u9886\u5bfc\u7684\u60f3\u6cd5"},"content":{"rendered":"

\u6211\u4eec\u751f\u6d3b\u7740\u5353\u8d8a\u7684\u65f6\u523b\uff01 \u5f53\u524d\u7684\u5168\u7403\u5371\u673a\u5df2\u5bf9\u751f\u6d3b\u3001\u4e1a\u52a1\u4ee5\u53ca\u5ba2\u6237\u4ea7\u751f\u4e86\u4e25\u91cd\u7684\u5f71\u54cd\u3002 \u516c\u53f8\u6b63\u5728\u5c3d\u4e00\u5207\u53ef\u80fd\u786e\u4fdd\u5176\u5458\u5de5\u5065\u5eb7\uff0c\u540c\u65f6\u627e\u5230\u65b0\u7684\u65b9\u6cd5\u6765\u7ba1\u7406\u6765\u81ea\u5ba2\u6237\u7684\u6240\u6709\u63a5\u89e6\u70b9\u4e2d\u610f\u5916\u589e\u52a0\u7684\u8054\u7cfb\u4eba\u3002 \u00a0\u8054\u7edc\u4e2d\u5fc3\u662f\u8fd9\u4e00\u65b0\u73b0\u5b9e\u7684\u4e2d\u5fc3\u3002<\/p>\n


\n \u5168\u7403\u8054\u7edc\u4e2d\u5fc3\u8c03\u67e5<\/strong>
\n<\/span><\/h2>\n

\u56e0\u6b64\uff0c\u5206\u4eab\u6700\u8fd1 \u5168\u7403\u8054\u7edc\u4e2d\u5fc3\u8c03\u67e5\u4e2d\u7684\u5173\u952e\u8c03\u67e5\u7ed3\u679c\u5bf9\u6211\u4eec\u66f4\u52a0\u91cd\u8981<\/a>\u3002 \u6211\u4eec\u4e0e\u5e02\u573a\u8c03\u67e5\u516c\u53f8 Dynata \u5408\u4f5c\uff0c\u76ee\u6807\u5bf9\u8c61\u662f 7 \u4e2a\u56fd\u5bb6\u548c\u5730\u533a\u7684 700 \u540d\u8054\u7edc\u4e2d\u5fc3\u51b3\u7b56\u8005\uff0c\u4ed6\u4eec\u6765\u81ea 10 \u591a\u4e2a\u7eb5\u5411\u884c\u4e1a\u3002\u00a0 \u5728\u8c03\u67e5\u4e2d\u53d1\u73b0”\u4e0d\u5e38\u89c1\u7684\u77e5\u8bc6”\u5728\u5f53\u4eca\u5c24\u4e3a\u91cd\u8981\uff0c\u56e0\u4e3a\u5b9e\u4f53\u8054\u7edc\u4e2d\u5fc3\u5df2\u88ab\u5173\u95ed\u3001\u5f3a\u5236\u5458\u5de5\u5728\u5bb6\u5de5\u4f5c\u4ee5\u53ca\u8981\u6c42\u516c\u53f8\u4ee5\u65b0\u7684\u3001\u521b\u65b0\u7684\u65b9\u5f0f\u8ddf\u4e0a\u5ba2\u6237\u8be2\u95ee\u7684\u8fdb\u884c\u3002<\/p>\n

\u89c2\u770b\u6211\u4eec\u7684 \u7b80\u77ed\u89c6\u9891<\/a> \u5feb\u901f\u4e86\u89e3\u6211\u4eec\u7684\u8c03\u67e5\u3002<\/p>\n


\n \u4e3b\u8981\u8c03\u67e5\u7ed3\u679c<\/strong>
\n<\/span><\/h2>\n


\n \u4e91\u8f6c\u6362\u5c06\u5b8c\u5168\u751f\u6548\u3002<\/strong>
\n<\/span> \u6211\u4eec\u4ece\u8c03\u67e5\u4e2d\u4e86\u89e3\u5230\uff0c62% \u8ba1\u5212\u672a\u6765 18 \u4e2a\u6708\u5185\u5efa\u7acb\u4e91\u8054\u7edc\u4e2d\u5fc3\uff0c\u5e76\u786e\u8ba4\u6211\u4eec\u66fe\u5411\u5e02\u573a\u663e\u793a\u8fc7\u54ea\u4e9b\u5185\u5bb9\u3002\u00a0 \u6211\u4eec\u76f8\u4fe1\uff0c\u501f\u52a9 <\/a> COVID-19\uff0c\u4e91\u8054\u7edc\u4e2d\u5fc3\u7684\u91c7\u7528\u901f\u5ea6\u5c06\u4f1a\u8fdb\u4e00\u6b65\u52a0\u5feb\uff08\u5373\u4f7f\u8d85\u8fc7\u8c03\u67e5\u4e2d\u7684 62%\uff09\u3002 \u4e91\u6709\u5f88\u591a\u597d\u5904\uff0c\u4f46\u9274\u4e8e\u5168\u7403\u5371\u673a\uff0c\u8ba9\u6211\u4eec\u4ece\u6700\u76f8\u5173\u7684\u6536\u76ca\u5f00\u59cb\u5427\u3002 \u5feb\u901f\u6269\u5c55\u548c\u5411\u4e0b\u7684\u80fd\u529b\u4e0e\u76ee\u524d\u6025\u9700\u66f4\u591a\u4ee3\u7406\u4ece\u8fdc\u65b9\u5de5\u4f5c\u7684\u60c5\u51b5\u76f8\u5173\u3002 \u8bb8\u591a\u516c\u53f8\u6b63\u5728\u4e0e Cisco <\/a> \u53d6\u5f97\u8054\u7cfb\uff0c\u5e0c\u671b\u5feb\u901f\u90e8\u7f72\u8054\u7edc\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\uff0c\u8be5\u89e3\u51b3\u65b9\u6848\u5177\u6709\u53ea\u6709\u4e91\u624d\u80fd\u63d0\u4f9b\u7684\u7075\u6d3b\u6027\u3001\u7075\u6d3b\u6027\u53ca\u4e1a\u52a1\u6301\u7eed\u6027\u3002<\/p>\n


\n \u5bf9\u4e8e\u8054\u7edc\u4e2d\u5fc3\u51b3\u7b56\u8005\u6765\u8bf4<\/strong> <\/span>\uff0c\u5ba2\u6237\u4f53\u9a8c\u663e\u7136\u4e5f\u662f\u4e00\u9879\u6218\u7565\u8981\u52a1\u3002 \u6211\u4eec\u7684\u8c03\u67e5\u663e\u793a\uff0c\u6709\u534a\u6570\u4ee5\u4e0a\u5ba2\u6237\u73b0\u5728\u88ab\u62a5\u544a\u4e3a”\u5ba2\u6237\u4f53\u9a8c\uff08\u5c24\u5176\u662fWWW\uff09\u9ad8\u7ba1”\uff0c\u8fd9\u6b63\u8bc1\u660e\u4e86\u8fd9\u4e00\u70b9\u3002\u8be5\u6570\u5b57\u6bd4\u4f20\u7edf\u7684\u8054\u7edc\u4e2d\u5fc3\u62a5\u544a\u7ed3\u6784\u6709\u663e\u8457\u63d0\u5347\u3002 \u5728\u8fd9\u4e9b\u524d\u6240\u672a\u6709\u7684\u65f6\u671f\uff0c\u6211\u4eec\u76ee\u7779\u7740\u8bb8\u591a\u516c\u53f8\u6b63\u8f6c\u5411”\u5371\u673a\u6a21\u5f0f”\uff0c\u4e0d\u4ec5\u65e0\u6cd5\u5411\u5ba2\u6237\u505a\u51fa\u54cd\u5e94\uff0c\u8fd8\u8fdc\u8fdc\u4e0d\u6b62\u3002 \u00a0\u5728\u7ebf\u8d2d\u4e70\u7684\u6807\u70b9\u8981\u6c42\u516c\u53f8\u66f4\u65b0\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u63a5\u89e6\u70b9\uff0c\u5b9e\u65bd\u81ea\u52a9\u5f0f\u9009\u9879\uff0c\u6700\u7ec8 \u83b7\u5f97\u66f4\u597d\u7684\u5ba2\u6237\u4f53\u9a8c<\/a> \u548c\u4e1a\u52a1\u6210\u679c\u3002<\/p>\n


\n
\n
\n \"Cisco
\n <\/a>\u667a\u80fd\u667a\u80fd \uff08AI\uff09 \u662f\u63d0\u5347\u8054\u7edc\u4e2d\u5fc3\u6027\u80fd\u7684\u5173\u952e<\/strong> <\/span>\u3002 80% \u7684\u88ab\u8c03\u67e5\u8005\u540c\u610f\u57fa\u4e8e AI<\/a> \u7684\u81ea\u52a8\u5316\u548c\u804a\u5929\u673a\u5668\u4eba\u5bf9\u4e8e\u4f18\u5316\u5176\u8054\u7edc\u4e2d\u5fc3\u8fd0\u8425\u81f3\u5173\u91cd\u8981\u3002 \u6211\u4eec\u53d1\u73b0\u8fd9\u79cd\u8d8b\u52bf\u6b63\u5728\u4e0e\u5f53\u524d\u7684\u60c5\u51b5\u4e00\u540c\u53d1\u6325\u4f5c\u7528\uff0c\u5728\u8fd9\u79cd\u60c5\u51b5\u4e0b\uff0c\u6765\u81ea\u5ba2\u6237\u7684\u8be2\u95ee\u5df2\u63d0\u5347\u81f3\u8fd9\u6837\u7684\u7ea7\u522b\uff0c\u4e3a\u6b64\uff0c\u667a\u80fd\u8bed\u97f3\u52a9\u624b\u548c\u804a\u5929\u673a\u5668\u4eba\u6b63\u88ab\u4f5c\u4e3a\u547c\u53eb\u8f6c\u79fb\u7b56\u7565\u7684\u4e00\u90e8\u5206\u8fdb\u884c\u90e8\u7f72\uff0c\u4f7f\u547c\u53eb\u8d1f\u8f7d\u66f4\u6613\u4e8e\u4eba\u5de5\u4ee3\u7406\u7ba1\u7406\u3002 \u6839\u636e\u6211\u4eec\u7684\u8c03\u67e5\uff0c\u90e8\u7f72\u804a\u5929\u673a\u5668\u4eba\u65f6\uff0c70% \u7684\u8054\u7edc\u4e2d\u5fc3\u9047\u5230\u8f83\u4f4e\u7684\u901a\u8bdd\u91cf\u3002 \u8003\u8651\u5230\u5bf9\u667a\u80fd\u865a\u62df\u4ee3\u7406\u8fdb\u884c\u7b80\u5355\u3001\u91cd\u590d\u3001\u521b\u65b0\u8c03\u67e5\u7684\u7ecf\u6d4e\u5f71\u54cd\uff0c\u60a8\u7684\u4eba\u529b\u8d44\u6e90\u4ee3\u7406\u53ef\u82b1\u8d39\u6b63\u786e\u65f6\u95f4\u4e0e\u5ba2\u6237\u8fdb\u884c\u66f4\u590d\u6742\u7684\u8c03\u67e5\uff0c\u4ee5\u5e2e\u52a9\u4ed6\u4eec\u89e3\u51b3\u7b2c\u4e00\u4e2a\u8054\u7cfb\u4eba\u7684\u95ee\u9898\uff0c\u8fd9\u4e00\u70b9\u5bf9\u4e8e\u6211\u4eec\u6765\u8bf4\u5341\u5206\u91cd\u8981\u3002<\/p>\n


\n \u4ee3\u7406\u4f53\u9a8c\u5bf9\u5ba2\u6237\u4f53\u9a8c\u6709\u76f4\u63a5\u7684\u5f71\u54cd\u3002 <\/strong>
\n<\/span>74% \u7684\u88ab\u8c03\u67e5\u8005\u540c\u610f\u4ee3\u7406\u8425\u9020\u4e86\u6109\u5feb\u7684\u5ba2\u6237\u3002 \u6211\u4eec\u77e5\u9053\u6280\u672f\u5728\u4ee3\u7406\u7684\u4f53\u9a8c\u548c\u5de5\u4f5c\u6ee1\u610f\u5ea6\u65b9\u9762\u626e\u6f14\u7740\u91cd\u8981\u7684\u89d2\u8272\u3002 \u56db\u5206\u4e4b\u4e09\u7684\u8054\u7edc\u4e2d\u5fc3\u7ba1\u7406\u4eba\u5458\u8868\u793a\u6280\u672f\u548c\u6d41\u7a0b\u95ee\u9898\u662f\u4ee3\u7406\u7684\u6700\u5927\u6311\u6218\u3002 \u73b0\u5728\u8fd9\u4e00\u8d8b\u52bf\u4f1a\u6269\u5927\uff0c\u589e\u52a0 \u6bcf\u5929\u5728\u5bb6\u5de5\u4f5c<\/a> \u7684\u8d44\u6e90\u3002 AI \u6280\u672f\u53ef\u7528\u4e8e\u81ea\u52a8\u5316\u548c\u6539\u8fdb\u6d41\u7a0b\uff0c\u901a\u8fc7\u5b9e\u65f6\u9884\u586b\u56de\u590d\u5c06\u5176\u8f6c\u53d8\u4e3a”\u8d85\u7ea7\u4ee3\u7406”\uff0c\u5e2e\u52a9\u4ed6\u4eec\u66f4\u5feb\u5730\u83b7\u5f97\u6d88\u8d39\u8005\u7684\u56de\u5e94\uff0c\u540c\u65f6\u63d0\u9ad8\u4ed6\u4eec\u7684\u77e5\u8bc6\u6c34\u5e73\u548c\u751f\u4ea7\u529b\u3002<\/p>\n


\n \u8054\u7edc\u4e2d\u5fc3\u4f9d\u9760\u4e13\u5bb6\uff08SME<\/span>\uff09\u3002 <\/strong>\u6709 2\/3 \u7684\u88ab\u8c03\u67e5\u8005\u5728\u5ba2\u6237\u4e92\u52a8\u671f\u95f4\u4f7f\u7528 SM\u3002 \u5bf9\u4e8e\u4e1a\u52a1\u6210\u679c\u548c\u4ee3\u7406\u4f53\u9a8c\uff0c\u8fd9\u662f\u4e00\u4e2a\u79ef\u6781\u8d8b\u52bf\u3002 \u4f20\u5165\u8054\u7cfb\u4eba\u5bf9\u4ee3\u7406\u7684\u590d\u6742\u5ea6\u662f\u9ad8\u80fd\u5c0f\u80fd\u7684\uff0c\u6240\u4ee5\u5fc5\u987b\u8ba9\u8d44\u6e90\uff08\u73b0\u5728\u5728\u5bb6\u5de5\u4f5c\uff09\u4e0d\u4e0e\u7ec4\u7ec7\u5176\u4ed6\u4eba\u5458\u9694\u79bb\u3002 70% \u7684\u88ab\u8c03\u67e5\u8005\u8868\u793a\uff0c\u7ec4\u7ec7\u4e2d\u6c9f\u901a\u4e0d\u8db3\u662f\u8054\u7edc\u4e2d\u5fc3\u4e00\u4e2a\u4e25\u91cd\u95ee\u9898\u3002\u00a0 \u52a0\u4e0a\u4e0e\u516c\u53f8\u76ee\u5f55\u3001\u56e2\u961f\u3001\u6d88\u606f\u4f20\u9012\u3001\u4e13\u4e1a\u67e5\u627e\u5668\u53ca\u5176\u4ed6\u901a\u4fe1\u5de5\u5177\u65ad\u5f00\u8fde\u63a5\u7684\u8054\u7edc\u4e2d\u5fc3\u6280\u672f\uff0c\u95ee\u9898\u53d8\u5f97\u66f4\u5927\u3002<\/p>\n

\u76ee\u524d\u7684\u8d8b\u52bf\u662f\uff0c\u8054\u7cfb\u4e2d\u5fc3\u7684\u6240\u6709\u534f\u4f5c\u529f\u80fd\u90fd\u5b8c\u5168\u96c6\u6210\u5728\u4e00\u8d77\uff0c\u4f7f\u4ee3\u7406\u53ef\u4ee5\u66f4\u597d\u5730\u8bbf\u95ee\u4f01\u4e1a\u5185\u7684\u6240\u6709\u8d44\u6e90\u548c\u667a\u80fd\uff0c\u4f7f\u4ee3\u7406\u80fd\u591f\u5b9e\u65f6\u65b9\u4fbf\u5730\u67e5\u627e\u3001\u8054\u7cfb\u3001\u54a8\u8be2\u5e76\u5f00\u5c55\u534f\u4f5c\uff0c\u4ece\u800c\u7b2c\u4e00\u6b21\u8054\u7cfb\u5ba2\u6237\u65f6\u80fd\u591f\u53ca\u65f6\u51c6\u786e\u5730\u54cd\u5e94\u5ba2\u6237\u3002<\/p>\n


\n \u5b89\u5168\u6027\u548c\u5ba2\u6237\u6570\u636e\u9690\u79c1\u6743\u662f\u8054\u7edc\u4e2d\u5fc3<\/strong> <\/span> \u9762\u4e34\u7684\u6700\u5927\u6311\u6218\u3002 \u5728\u88ab\u8c03\u67e5\u65f6\uff0c70% \u7684\u88ab\u8c03\u67e5\u8005\u9009\u62e9\u5b89\u5168\u4e0e\u9690\u79c1\u4f5c\u4e3a\u7b2c\u4e00\u5927\u6311\u6218\u3002 \u76ee\u524d\u7684\u60c5\u51b5\u7ed9 IT \u548c\u5b89\u5168\u56e2\u961f\u5e26\u6765\u7a81\u7136\u7684\u538b\u529b\uff0c\u4ed6\u4eec\u88ab\u8d1f\u8d23\u4e3a\u524d\u6240\u672a\u6709\u7684\u5f02\u5730\u5458\u5de5\u53ca\u5176\u8bbe\u5907\u63d0\u4f9b\u652f\u6301\u3002<\/a> \u8fd9\u52a0\u5f3a\u4e86\u4e0e\u65e8\u5728\u4fdd\u62a4\u5ba2\u6237\u9690\u79c1\u6743\u5e76\u5141\u8bb8\u5458\u5de5\u4ece\u4efb\u4f55\u5730\u65b9\u4e0e\u56e2\u961f\u548c\u4e1a\u52a1\u8fd0\u4f5c\u4fdd\u6301\u8fde\u63a5\u7684\u6700\u65b0\u5b89\u5168\u6280\u672f\u7684\u91cd\u8981\u6027\u3002<\/p>\n


\n \u7ed3\u675f\u8bed<\/strong>
\n<\/span><\/h2>\n

\u5982\u4eca\u7684\u65b0\u73b0\u5b9e\u52a0\u5f3a\u4e86\u4e1a\u52a1\u6301\u7eed\u8fd0\u8425\u548c\u5f39\u6027\u89c4\u5212\u7684\u91cd\u8981\u6027\uff0c\u4f7f\u8054\u7cfb\u4e2d\u5fc3\u5728\u51fa\u73b0\u5a01\u80c1\u548c\u707e\u96be\u65f6\u80fd\u591f\u5c3d\u53ef\u80fd\u51cf\u5c11\u4e2d\u65ad\u3002 \u867d\u7136\u6b64\u6b21\u5371\u673a\u5e26\u6765\u5f88\u591a\u6311\u6218\uff0c\u4f46\u8fd8\u5e26\u6765\u521b\u65b0\u601d\u8003\u7684\u65b0\u673a\u4f1a\uff0c\u63a8\u52a8\u6211\u4eec\u5168\u5fc3\u5bfb\u627e\u66f4\u597d\u7684\u5408\u4f5c\u65b0\u9014\u5f84\uff0c\u5e76\u6539\u8fdb\u6211\u4eec\u4e3a\u5ba2\u6237\u63d0\u4f9b\u670d\u52a1\u7684\u65b9\u5f0f\u3002<\/p>\n

\u8981\u67e5\u770b\u5168\u7403 Contact Center \u8c03\u67e5\uff0c\u8bf7\u8bbf\u95ee\uff1a <\/a> cisco.com\/go\/contactcentersurvey 2020 \u5e74\uff0cCisco \u88ab\u8ba4\u5b9a\u4e3a Ar\u4e00\u9428\u52eb\u579a\u93b4\u612a\u6d7c\u6c33\u59df<\/strong>
\n<\/a><\/p>\n

\u8981\u4e86\u89e3\u6709\u5173 Cisco Contact Center \u7684\u66f4\u591a\u4fe1\u606f\uff0c\u8bf7\u8bbf\u95ee \u7f51\u7ad9<\/a>\u3002<\/p><\/blockquote>\n

\n

\u4e86\u89e3\u4ec0\u4e48\u662f<\/strong> \u4e91\u8054\u7edc\u4e2d\u5fc3\uff1f<\/a><\/p>\n

Cisco \u5ba3\u5e03\u5728\u5bb6\u5de5\u4f5cWebex Contact Center<\/a> \u5feb\u901f\u90e8\u7f72\u5411\u6211\u4eec\u7684\u5ba2\u6237\u663e\u793a\u4e00\u6761\u6d88\u606f \u60a8\u7684\u4ee3\u7406\u53ef\u4ee5\u901a\u8fc7\u60a8\u7684 Cisco Contact Center \u89e3\u51b3\u65b9\u6848\u5728\u5bb6\u5de5\u4f5cCisco Contact Center<\/a> \u4ea7\u54c1\u7ec4\u5408\u6539\u8fdb\u5ba2\u6237\u548c\u4ee3\u7406\u4f53\u9a8c<\/a><\/p>\n

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

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