{"id":388315,"date":"2020-01-30T05:45:04","date_gmt":"2020-01-30T13:45:04","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hans\/%e4%bb%8b%e7%bb%8dwebex%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%ef%bc%9a-%e7%94%b1-ai-%e6%8f%90%e4%be%9b%e5%8a%9f%e8%83%bd%e7%9a%84%e4%bd%93%e9%aa%8c%e5%88%86%e6%9e%90%e5%8a%9f%e8%83%bd%e8%bd%ac%e5%8f%98\/"},"modified":"2020-01-30T05:45:04","modified_gmt":"2020-01-30T13:45:04","slug":"%e4%bb%8b%e7%bb%8dwebex%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%ef%bc%9a-%e7%94%b1-ai-%e6%8f%90%e4%be%9b%e5%8a%9f%e8%83%bd%e7%9a%84%e4%bd%93%e9%aa%8c%e5%88%86%e6%9e%90%e5%8a%9f%e8%83%bd%e8%bd%ac%e5%8f%98","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hans\/%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c\/%e4%bb%8b%e7%bb%8dwebex%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%ef%bc%9a-%e7%94%b1-ai-%e6%8f%90%e4%be%9b%e5%8a%9f%e8%83%bd%e7%9a%84%e4%bd%93%e9%aa%8c%e5%88%86%e6%9e%90%e5%8a%9f%e8%83%bd%e8%bd%ac%e5%8f%98\/","title":{"rendered":"\u4ecb\u7ecdWebex\u4f53\u9a8c\u7ba1\u7406\uff1a \u7531 AI \u63d0\u4f9b\u529f\u80fd\u7684\u4f53\u9a8c\u5206\u6790\u529f\u80fd\u8f6c\u53d8\u5ba2\u6237\u548c\u5ba2\u670d\u4f53\u9a8c"},"content":{"rendered":"<p>\u60f3\u8c61\u4e00\u4e0b\uff0c\u5c1d\u8bd5\u4e0e\u4e00\u4e9b\u4e0d\u4e86\u89e3\u7684\u4eba\u5efa\u7acb\u66f4\u6df1\u5c42\u6b21\u7684\u5173\u7cfb\u3002 \u4ed6\u4eec\u559c\u6b22\u3001\u559c\u6b22\u548c\u8fc7\u53bb\u7684\u7ecf\u9a8c\u3002 \u5982\u679c\u4e0d\u53ef\u80fd\uff0c\u90a3\u5c06\u662f\u4e00\u9879\u6311\u6218\u3002 \u7136\u800c\uff0c\u8fd9\u662f\u4e00\u7ebf\u5458\u5de5\u5728\u5c1d\u8bd5\u4e0e\u5ba2\u6237\u5efa\u7acb\u5173\u7cfb\u65f6\u6bcf\u5929\u7684\u4e00\u79cd\u4f53\u9a8c\u3002<\/p>\n<p>\u6240\u6709\u4eba\u90fd\u5728\u8c08\u8bba\u6539\u8fdb\u5ba2\u6237\u4f53\u9a8c \uff08\uff09\u3002\u3002 \u4f46\u8fd9\u610f\u5473\u7740\u4ec0\u4e48\uff1f \u8fd9\u610f\u5473\u7740\u60a8\u5fc5\u987b\u5c65\u884c\u5bf9\u5ba2\u6237\u7684\u627f\u8bfa\u3002 \u8fd9\u610f\u5473\u7740\u8981\u4e86\u89e3\u5ba2\u6237\u7684\u671f\u671b\u4e0e\u5b9e\u9645\u83b7\u5f97\u8005\u4e4b\u95f4\u7684\u5dee\u5206\u3002 \u8fd9\u610f\u5473\u7740\u4ed6\u4eec\u4e86\u89e3\u4ed6\u4eec\u3001\u4ed6\u4eec\u7684\u9700\u6c42\u5e76\u8ba9\u4ed6\u4eec\u6ee1\u610f\u3002<\/p>\n<h2><span><br \/>\n  <strong>\u4ecb\u7ecd Webex\u4f53\u9a8c\u7ba1\u7406\uff08\u4e4b\u524d\u5373 CloudCherry\uff09<\/strong><br \/>\n<\/span><\/h2>\n<p>Cisco \u5728 <a href=\"https:\/\/www.cisco.com\/go\/cc\"><\/a> 2014 \u5e74\u5b8c\u6210\u4e86\u5bf9 CloudCherry \u7684\u6536\u8d2d\uff0c\u8be5\u516c\u53f8\u662f\u6211\u4e8e 2014 \u5e74\u5171\u540c\u521b\u7acb\u7684\u516c\u53f8\u3002 \u73b0\u5728\uff0c\u5f53\u6211\u5ba3\u5e03\u5c06 Webex\u4f53\u9a8c\u7ba1\u7406\u4f5c\u4e3a Cisco \u7684\u7b2c\u4e00\u4e2a\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406 \uff08CEM\uff09 \u89e3\u51b3\u65b9\u6848\u65f6\uff0c\u6211\u6fc0\u52a8\u4e0d\u5df2\u3002<\/p>\n<p><a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">Webex Experience Management<\/a> \u662f\u4e00\u79cd\u7531 AI \u63d0\u4f9b\u529f\u80fd\u7684\u65b0\u4e00\u4ee3\u4e91 CEM \u89e3\u51b3\u65b9\u6848\uff0c\u901a\u8fc7\u6620\u5c04\u4f01\u4e1a\u5728\u7ec4\u7ec7\u4e2d\u6240\u6709\u63a5\u89e6\u70b9\u7684\u4f53\u9a8c\u3001\u5408\u5e76\u4e00\u5ea6\u88ab\u5b64\u7acb\u7684\u6570\u636e\uff0c\u4ee5\u53ca\u4f7f\u7528\u9884\u6d4b\u5f0f\u5206\u6790\u4e3b\u52a8\u6539\u5584\u8fd9\u4e9b\u4f53\u9a8c\uff0c\u4ece\u800c\u6539\u5584\u7528\u6237\u4f53\u9a8c\uff0c\u4ece\u800c\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\uff0c\u4ece\u800c\u521b\u9020\u79ef\u6781\u7684\u4e1a\u52a1\u6210\u679c\u3002<\/p>\n<p>\u66f4\u4ee4\u4eba\u5174\u594b\u7684\u662f\uff0c\u6211\u4eec\u5c06\u8fd9\u4e9b\u529f\u80fd\u76f4\u63a5\u5d4c\u5165 Contact Center \u684c\u9762\uff0c\u8ba9\u4ee3\u7406\u548c\u4e3b\u7ba1\u80fd\u591f\u5b9e\u65f6\u4f7f\u7528\u5ba2\u6237\u53cd\u9988\u6570\u636e\uff0c\u4ece\u800c\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u7684\u611f\u53d7\u53ca\u5176\u884c\u4e3a\u3002 \u8fd9\u6709\u52a9\u4e8e\u5ba2\u670d\u771f\u6b63\u4e2a\u6027\u5316\u4e0e\u5ba2\u6237\u7684\u63a5\u89e6\uff0c\u5e2e\u52a9\u7ba1\u7406\u5c42\u9884\u6d4b\u7ec4\u7ec7\u53d8\u66f4\/\u6539\u8fdb\uff08\u4f8b\u5982\u5458\u5de5\u670d\u52a1\uff09\u5bf9\u5ba2\u6237\u4f53\u9a8c\uff08NPS\/CSAT\/CES\uff09\u548c\u4e1a\u52a1\uff08\u6536\u5165\uff09\u7684\u5f71\u54cd\u3002 \u8fd9\u53ea\u662f\u6211\u4eec\u5e2e\u52a9\u4f01\u4e1a\u52a8\u6001\u5229\u7528\u5b9e\u65f6\u5ba2\u6237\u53cd\u9988\u8fbe\u6210\u66f4\u957f\u671f\u7684\u5173\u7cfb\u3001\u66f4\u9ad8\u7684\u5206\u7387\u53ca\u6539\u5584\u8d22\u52a1\u6210\u679c\u7684\u5f00\u59cb\u3002<\/p>\n<p>\u4f8b\u5982\uff0c\u4ece\u5ba2\u6237\u7684\u8bbe\u5907\u4e2d\uff0c\u60a8\u6216\u8bb8\u80fd\u591f\u770b\u5230\u4ed6\u4eec\u4e00\u76f4\u5728\u538b\u529b\u4e2d\u7ecf\u5386\u7684\u3002 \u4ed6\u4eec\u4e0a\u6b21\u7684\u804a\u5929\u4e92\u52a8\u90fd\u663e\u793a\u81ea\u5df1\u66fe\u56e0\u7f3a\u4e4f\u4eba\u60c5\u652f\u6301\u800c\u611f\u5230\u5931\u671b\u3002 \u60a8\u80fd\u591f\u4e3b\u52a8\u83b7\u5f97\u8fd9\u4e9b\u4fe1\u606f\uff0c\u56e0\u6b64\u60a8\u80fd\u591f\u4e3a\u60a8\u63d0\u4f9b\u4fdd\u6301\u5ba2\u6237\u5fe0\u5b9e\u6240\u9700\u7684\u6700\u4f73\u5e2e\u52a9\u3002<\/p>\n<p>[ovp]6124458299001[\/ovp]<\/p>\n<h2><span><br \/>\n  <strong>\u89e3\u51b3\u65b9\u6848\u4eae\u70b9<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong><\/strong> <strong><\/strong> \u5ba2\u6237\u65c5\u7a0b\u7ba1\u7406 &#8211; \u5728\u6574\u4e2a\u8fc7\u7a0b\u4e2d\u901a\u8fc7 17 \u79cd\u4e0d\u540c\u7684\u6e20\u9053\uff08\u4f8b\u5982\u7535\u5b50\u90ae\u4ef6\u3001\u804a\u5929\u3001\u7f51\u7edc\uff09\u8046\u542c\u5ba2\u6237\uff0c\u516c\u5f00\u548c\u8bc4\u4f30\u6539\u8fdb\u8303\u56f4\u4ee5\u63d0\u5347\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u4ee5\u53ca\u5229\u7528 Cisco Contact Center \u5173\u95ed\u9500\u552e\u6e20\u9053\u3002<\/li>\n<li><strong>\u53cd\u9988 <\/strong>&#8211; \u521b\u5efa\u548c\u81ea\u5b9a\u4e49\u5404\u79cd\u7528\u4e8e\u53cd\u9988\u548c\u53cd\u9988\u7684&#8221;\u8046\u542c\u5e16\u5b50&#8221;\uff08\u4f8b\u5982\uff0c\u547c\u53eb\u540e\u7684 IVR\/\u7535\u5b50\u90ae\u4ef6\u548c\u7528\u4e8e\u6536\u96c6\u5ba2\u6237\u6570\u636e\u7684 Web \u62e6\u622a\u8c03\u67e5\uff09\u3002<\/li>\n<li><strong>\u6df1\u5165\u5206\u6790<\/strong> &#8211; \u5728\u8fd0\u8425\u3001\u4ea4\u6613\u548c\u4f53\u9a8c\u9a71\u52a8\u56e0\u7d20\uff08\u5373 NPS\u3001CSAT \u548c\u6536\u5165\uff09\u4e4b\u95f4\u5efa\u7acb\u5173\u7cfb\uff0c\u5e76\u4f7f\u7528\u9884\u6d4b\u5f0f\u5206\u6790\u6765\u5bf9\u51b3\u7b56\u7684 KPI \u53ca\u8d22\u52a1\u5f71\u54cd\u8fdb\u884c\u5efa\u6a21\u3002<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>\u5173\u952e\u529f\u80fd<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li><strong>\u6865\u63a5\u8bbe\u5907\uff0c\u5e76\u4f7f\u7528\u60a8\u62e5\u6709\u7684\u6570\u636e<\/strong>\uff1a \u5c06\u6574\u4e2a\u7ec4\u7ec7\u4e2d\u4e0d\u540c\u4f4d\u7f6e\u7684\u8fd0\u884c\u6570\u636e\uff08\u4f8b\u5982 CRM\u3001ERP\uff09\u6574\u5408\u5728\u4e00\u8d77\uff0c\u5f62\u6210\u5355\u4e2a\u5ba2\u6237\u4f53\u9a8c\u8bb0\u5f55\u7cfb\u7edf\u3002<\/li>\n<li><strong>\u5ba2\u6237\u7684\u4e00\u4e2a\u89c6\u56fe<\/strong>\uff1a \u4ece\u4ea4\u6613\u65b9\u5f0f\u8f6c\u79fb\u5230\u6574\u4e2a\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u4e2d\u7684\u4e00\u4e2a\u89c6\u56fe\uff0c\u786e\u8ba4\u9ad8\u548c\u4f4e\u70b9\uff0c\u4ee5\u4fbf\u5185\u90e8\u56e2\u961f\u80fd\u591f\u6539\u8fdb\u3002<\/li>\n<li><strong>\u5fae\u578b\u548c\u5b8f\u8fc7\u7a0b<\/strong>\uff1a \u6bd4\u8f83\u4e0d\u540c\u7684\u7fa4\u7ec4\uff08\u4f8b\u5982\u4ec5\u8fdb\u884c\u5728\u7ebf\u8d2d\u4e70\u7684\u5ba2\u6237\uff09\u4ee5\u7406\u89e3\u4e0d\u540c\u4f7f\u7528\u8fc7\u7a0b\u7684\u4f53\u9a8c\u5dee\u5f02\u3002 \u4ece\u5b8f\u5207\u6362\u81f3\u5fae\u578b\u8fc7\u7a0b\u4ee5\u8c03\u67e5\u4f53\u9a8c\u3002<\/li>\n<li><strong>\u4f7f\u7528\u8fc7\u7a0b\u5206\u6790<\/strong>\uff1a \u901a\u8fc7\u63a8\u8350\u548c\u5bf9\u63a8\u52a8\u8d22\u52a1\u8868\u73b0\u7684\u610f\u5916\u5206\u6790\uff0c\u83b7\u53d6\u6574\u4e2a\u4f7f\u7528\u8fc7\u7a0b\u6bcf\u4e00\u9636\u6bb5\u53ef\u91c7\u53d6\u884c\u52a8\u7684\u89c1\u89e3\u3002<\/li>\n<li><strong>\u6df1\u5165\u5206\u6790<\/strong>\uff1a \u901a\u8fc7\u63a5\u89e6\u70b9\u3001\u9636\u6bb5\u3001\u7fa4\u7ec4\u6216\u6d3b\u52a8\u6765\u6df1\u5165\u4e86\u89e3\u7279\u5b9a\u533a\u57df\uff0c\u4ee5\u67e5\u770b\u6839\u672c\u539f\u56e0\u5206\u6790\u5e76\u5e94\u7528\u5404\u79cd\u7edf\u8ba1\u5de5\u5177\u3002<\/li>\n<li><strong>\u81ea\u5b9a\u4e49\u63a7\u5236\u677f\uff1a <\/strong>\u81ea\u5b9a\u4e49\u7684\u57fa\u4e8e\u89d2\u8272\u63a7\u5236\u677f\uff0c\u5177\u6709\u6211\u4eec\u6613\u4e8e\u4f7f\u7528\u7684\u70b9\u548c\u5355\u51fb\u754c\u9762\u3002<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>\u4ece\u54ea\u91cc\u7740\u624b\uff1f<\/strong><br \/>\n<\/span><\/h2>\n<p>\u521b\u5efa\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316\u6bd4\u521b\u5efa\u65b9\u6cd5\u66f4\u7b80\u5355\u3002\u00a0 \u5b83\u9996\u5148\u5c06\u8be5\u516c\u53f8\u4f5c\u4e3a\u60a8\u4e1a\u52a1\u7684\u6218\u7565\u91cd\u70b9\uff0c\u4f5c\u4e3a\u60a8\u6587\u5316\u7684\u6838\u5fc3\uff0c\u53ef\u4ee5\u8bbf\u95ee\u6240\u6709\u6536\u96c6\u5ba2\u6237\u4e0e\u516c\u53f8\u4f53\u9a8c\u6570\u636e\u7684\u7cfb\u7edf\uff0c\u6700\u540e\uff0c\u60a8\u9700\u8981\u5408\u9002\u7684\u6280\u672f\u6765\u5e2e\u52a9\u60a8\u5b9e\u8df5\u8fd9\u4e00\u89c1\u89e3\u3002<\/p>\n<p>\u5728\u5ba2\u6237\u4f7f\u7528\u8fc7\u7a0b\u8fd9\u4e00\u5207\u65f6\uff0c\u90fd\u60f3\u542c\u53d6\u5ba2\u6237\u7684\u610f\u89c1\u3002 \u5982\u679c\u6ca1\u6709\u5b83\uff0c\u60a8\u5c06\u65e0\u6cd5\u6ee1\u8db3\u4ed6\u4eec\u7684\u9700\u6c42\uff0c\u5e76\u4e14\u7ecf\u5e38\u5931\u53bb\u4ece\u4f55\u505a\u8d77\u3002 \u611f\u53d7\u6570\u636e\u662f\u57fa\u4e8e\u4f53\u9a8c\u7684\u7ecf\u6d4e\u4e0b\u7684\u65b0\u8d27\u5e01\u3002\u00a0 \u57fa\u4e8e\u9884\u6d4b\u5f0f\u548c\u4e3b\u52a8\u5f0f\u5206\u6790\u7684\u5e73\u53f0\u53ef\u5e2e\u52a9\u60a8\u786e\u5b9a\u5e76\u7406\u89e3\u54ea\u4e9b\u56e0\u7d20\u53ef\u4ee5\u4fc3\u8fdb\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u56e0\u6b64\u60a8\u53ef\u4ee5\u4f5c\u51fa\u660e\u667a\u51b3\u7b56\u5e76\u91c7\u53d6\u63aa\u65bd\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u3002 \u5c06Webex\u4e0e\u8054\u7edc\u4e2d\u5fc3\u76f8\u7ed3\u5408\u662f\u6210\u4e3a\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u7ec4\u7ec7\u8fd9\u4e00\u6d41\u7a0b\u7684\u7b2c\u4e00\u4e2a\u903b\u8f91\u6b65\u9aa4\u3002<\/p>\n<p>\u8981\u4e86\u89e3\u6709\u5173 Webex Management \u7684\u66f4\u591a\u5185\u5bb9\uff0c\u8bf7\u9605\u8bfb\u6211\u4eec\u7684 <a href=\"https:\/\/ebooks.cisco.com\/story\/three-pillars-of-customer-experience-management\">\u7535\u5b50\u4e66<\/a>\u3002<\/p>\n<blockquote><p>\u8981\u4e86\u89e3\u6709\u5173 Cisco Contact Center \u89e3\u51b3\u65b9\u6848\u7684\u66f4\u591a\u4fe1\u606f\uff0c\u8bf7\u8bbf\u95ee <a href=\"https:\/\/www.cisco.com\/go\/cc\">\u7f51\u7ad9\u3002\u00a0<\/a><\/p><\/blockquote>\n<hr \/>\n<p><strong><\/strong>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\">\u4e86\u89e3\u66f4\u591a\u4fe1\u606fCisco Contact Center \u670d\u52a1\u7ec4\u5408\uff1a \u9769\u547d\u6027\u7684\u5ba2\u6237\u548c\u4ee3\u7406\u4f53\u9a8c<\/a>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/delivering-magical-customer-experiences-at-cisco-contact-center-summit-2019-and-beyond\">\u5728 2019<\/a>  <a href=\"https:\/\/blogs.cisco.com\/collaboration\/your-contact-center-agents-journey-plays-acritical-role-in-customer-experience\">\u5e74 Cisco Contact Center \u4f1a\u8bae\u53ca\u8d85\u8d8a\u8054\u7edc\u4e2d\u5fc3\u540e\u63d0\u4f9b\u5177\u6709\u8bf4\u670d\u529b\u7684\u5ba2\u6237\u4f53\u9a8c\uff1f \u4e00\u5207\u4ece\u4ee3\u7406\u7684&#8221;\u5206\u6b65&#8221;\u5f00\u59cb\u00a0<\/a><\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco \u7531 AI \u9a71\u52a8\u7684\u6570\u636e\u9a71\u52a8\u578b\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u89e3\u51b3\u65b9\u6848\u4e0e\u8054\u7edc\u4e2d\u5fc3\u7ed3\u5408\uff0c\u53ef\u6539\u5584\u4f7f\u7528\u8fc7\u7a0b\u6bcf\u4e2a\u63a5\u89e6\u70b9\u7684\u5ba2\u6237\u4f53\u9a8c\u3002 <\/p>\n","protected":false},"author":5487,"featured_media":388316,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[7414,1578],"tags":[4278],"class_list":["post-388315","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-7414","category-1578","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - 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