{"id":19200,"date":"2021-07-16T14:39:09","date_gmt":"2021-07-16T21:39:09","guid":{"rendered":"https:\/\/cisco2393.wpengine.com\/%e9%9b%b2%e7%ab%af%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%e7%82%ba%e5%ae%a2%e6%88%b6%e5%b8%b6%e4%be%86%e6%84%89%e6%82%85%e9%ab%94%e9%a9%97%e7%9a%84%e6%96%b9%e5%bc%8f\/"},"modified":"2021-07-26T07:50:34","modified_gmt":"2021-07-26T14:50:34","slug":"%e9%9b%b2%e7%ab%af%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%e7%82%ba%e5%ae%a2%e6%88%b6%e5%b8%b6%e4%be%86%e6%84%89%e6%82%85%e9%ab%94%e9%a9%97%e7%9a%84%e6%96%b9%e5%bc%8f","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e9%9b%b2%e7%ab%af%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%e7%82%ba%e5%ae%a2%e6%88%b6%e5%b8%b6%e4%be%86%e6%84%89%e6%82%85%e9%ab%94%e9%a9%97%e7%9a%84%e6%96%b9%e5%bc%8f\/","title":{"rendered":"\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u70ba\u5ba2\u6236\u5e36\u4f86\u6109\u6085\u9ad4\u9a57\u7684\u65b9\u5f0f"},"content":{"rendered":"<p>\u7121\u8ad6\u662f\u8a9e\u97f3\u3001\u96fb\u5b50\u90f5\u4ef6\u3001\u804a\u5929\u3001\u7c21\u8a0a\u6216\u793e\u7fa4\u5a92\u9ad4\uff0c\u7406\u60f3\u7684\u5ba2\u670d\u4e2d\u5fc3\u90fd\u53ef\u900f\u904e\u5ba2\u6236\u6163\u7528\u7684\u901a\u8a0a\u7ba1\u9053\uff0c\u70ba\u5176\u5e36\u4f86\u4e00\u81f4\u7684\u512a\u7570\u9ad4\u9a57\u3002 \u6b64\u5916\uff0c\u73fe\u4ee3\u5ba2\u670d\u4e2d\u5fc3\u7684\u529f\u80fd\u96c6\u53ef\u8b93\u5ba2\u670d\u4eba\u54e1\u53ca\u5176\u4efb\u8077\u7684\u7d44\u7e54\uff0c\u5229\u7528\u96f2\u7aef\u670d\u52d9\u7684\u5f37\u5927\u529f\u80fd\uff0c\u800c\u4e14\u76f8\u8f03\u65bc\u5167\u90e8\u90e8\u7f72\u57fa\u790e\u67b6\u69cb\uff0c\u53ef\u5be6\u73fe\u66f4\u5feb\u901f\u7684\u4e0a\u5e02\u6642\u9593\uff0c\u4ee5\u53ca\u66f4\u512a\u7570\u7684\u5f48\u6027\u548c\u64f4\u5145\u80fd\u529b\u3002 \u5230 2025 \u5e74\uff0c\u5168\u7403\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u5e02\u5834<a href=\"https:\/\/www.marketsandmarkets.com\/Market-Reports\/cloud-based-contact-center-market-160166082.html\">\u9810\u8a08<\/a>\u5c07\u4ee5 25.8% \u7684\u5e74\u5747\u8907\u5408\u589e\u9577\u7387\u6210\u9577\u9054 361 \u5104\u7f8e\u5143\u3002 \u5e36\u52d5\u6b64\u6301\u7e8c\u6027\u6210\u9577\u7684\u4e3b\u8981\u52d5\u529b\u662f\uff0c\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u6574\u9ad4\u7684\u591a\u529f\u80fd\u6027\u3002 \u66f4\u660e\u78ba\u5730\u4f86\u8aaa\uff0c\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u5e73\u53f0\u53ef\u4ee5\uff1a<\/p>\n<ul>\n<li>\u8f15\u9b06\u6574\u5408\u793e\u7fa4\u5a92\u9ad4\u548c\u7c21\u8a0a\u7b49\u7ba1\u9053\uff0c\u8b93\u5ba2\u6236\u80fd\u5920\u900f\u904e\u5176\u9078\u64c7\u7684\u7ba1\u9053\u8207\u60a8\u53d6\u5f97\u806f\u7e6b\u3002<\/li>\n<li>\u9023\u63a5\u5230\u696d\u52d9\u95dc\u9375\u5de5\u5177\uff0c\u4f8b\u5982\u5ba2\u6236\u95dc\u4fc2\u7ba1\u7406 (CRM) \u89e3\u6c7a\u65b9\u6848\u3002<\/li>\n<li>\u96a8\u8457\u516c\u53f8\u5ba2\u6236\u7fa4\u6210\u9577\u6216\u8b8a\u52d5\u9032\u884c\u4fee\u6539\u3002<\/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 Contact Center \u529f\u80fd<\/a>\uff08\u4f8b\u5982\u5168\u7ba1\u9053\u652f\u63f4\u548c CRM \u6574\u5408\uff09\u53ef\u63d0\u4f9b\u516c\u53f8\u4ee5\u4e0a\u53ca\u8a31\u591a\u5176\u4ed6\u7279\u6b8a\u512a\u9ede\uff0c\u9032\u800c\u70ba\u5176\u5ba2\u6236\u5e36\u4f86\u51fa\u8272\u7684\u9ad4\u9a57\u3002<\/p>\n<h2>\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u7684\u4e3b\u8981\u512a\u9ede<\/h2>\n<p>\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u53ef\u8b93\u5ba2\u670d\u4eba\u54e1\u548c\u5ba2\u6236\u4eab\u6709\u540c\u6a23\u5b8c\u5584\u4e14\u4fbf\u5229\u7684\u9ad4\u9a57\u3002 \u4f7f\u7528\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u7684\u90e8\u5206\u6700\u5927\u512a\u52e2\u5305\u62ec\uff1a<strong>\u5ba2\u670d\u4eba\u54e1\u6548\u7387\u548c\u5c08\u6ce8\u529b<\/strong> \u5fc5\u9808\u983b\u7e41\u5207\u63db\u61c9\u7528\u7a0b\u5f0f\u548c\u74b0\u5883\u662f\u5c0e\u81f4\u751f\u7522\u529b\u4e0b\u964d\u7684\u4e3b\u8981\u56e0\u7d20\u3002 \u6839\u64da\u7f8e\u570b\u5bc6\u897f\u6839\u5927\u5b78\u6559\u6388 David E. Meyer \u8868\u793a\uff0c\u5728\u5404\u9805\u5de5\u4f5c\u4e4b\u9593\u4e0d\u65b7\u5207\u63db\u6703\u4f7f<a href=\"https:\/\/www.apa.org\/research\/action\/multitask\">\u751f\u7522\u529b\u4e0b\u964d\u9ad8\u9054 40%<\/a>\u3002 \u7531\u65bc\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u7d93\u904e\u76f8\u7576\u5145\u5206\u7684\u6574\u5408\uff0c\u56e0\u6b64\u80fd\u8b93\u5ba2\u670d\u4eba\u54e1\u514d\u65bc\u9762\u81e8\u9019\u6a23\u7684\u7d50\u679c\u3002 \u55ae\u4e00\u6574\u5408\u5f0f\u4ecb\u9762\u4e0a\u6703\u63d0\u4f9b\u5b8c\u6574\u7684\u5ba2\u6236\u4e92\u52d5\u8a18\u9304\u7b49\u8cc7\u6599\u9ede\uff0c\u4ee5\u53ca\u4f86\u81ea CRM \u7684\u8cc7\u8a0a\u3002 \u5ba2\u670d\u4eba\u54e1\u5c07\u53ef\u8f15\u9b06\u53d6\u5f97\u6240\u9700\u7684\u4e00\u5207\u5167\u5bb9\uff0c\u9032\u800c\u70ba\u5ba2\u6236\u5e36\u4f86\u66f4\u512a\u8cea\u7684\u670d\u52d9\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\">\u4e0d\u5230 10% \u7684\u6240\u6709\u5ba2\u6236\u4e92\u52d5<\/a>\u662f\u50c5\u900f\u904e\u81ea\u52a9\u4ecb\u9762\u89e3\u6c7a\u7684\u3002 \u6b64\u6578\u5b57\u5f37\u8abf\u4e86\u4ee5\u4e0b\u5169\u8005\u7684\u91cd\u8981\u6027\uff1a<\/p>\n<ul>\n<li>\u64c1\u6709\u9ad8\u54c1\u8cea\u7684\u81ea\u52d5\u5316\u81ea\u52a9\u7ba1\u9053\uff0c\u4f8b\u5982\u667a\u6167\u578b\u865b\u64ec\u5ba2\u670d\u4eba\u54e1\u6216\u804a\u5929\u6a5f\u5668\u4eba\u3002<\/li>\n<li>\u63d0\u4f9b\u5373\u6642\u7ba1\u9053\uff0c\u8b93\u5ba2\u6236\u53ef\u5728\u9700\u8981\u81ea\u52a9\u9078\u9805\u4ee5\u5916\u7684\u5176\u4ed6\u5354\u52a9\u6642\u7528\u4f86\u7e7c\u7e8c\u9032\u884c\u4e92\u52d5\u3002<\/li>\n<\/ul>\n<p>\u7531\u65bc\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u76f8\u7576\u6709\u5f48\u6027\u4e5f\u5bb9\u6613\u64f4\u5145\uff0c\u56e0\u6b64\u53ef\u66f4\u78ba\u5be6\u5730\u5c07\u5ba2\u6236\u9023\u63a5\u5230\u89e3\u6c7a\u554f\u984c\u6642\u53ef\u80fd\u9700\u8981\u7684\u65b0\u578b\u548c\u50b3\u7d71\u7ba1\u9053\u7d44\u5408\u3002 \u4f8b\u5982\uff0c\u4e00\u958b\u59cb\u7684\u4f86\u96fb\u6700\u5f8c\u53ef\u80fd\u6703\u900f\u904e\u96fb\u5b50\u90f5\u4ef6\u6216\u804a\u5929\u9032\u884c\u5f8c\u7e8c\u8655\u7406\u3002 \u4f7f\u7528 Webex Contact Center \u5373\u53ef\u8f15\u9b06\u8a2d\u5b9a\u6b64\u5de5\u4f5c\u6d41\u7a0b\u3002 <strong>\u53ef\u81ea\u8a02\u7684\u5b89\u5168\u5354\u4f5c<\/strong> \u81ea\u8a02\u548c\u64f4\u5145\u5167\u90e8\u5ba2\u670d\u4e2d\u5fc3\u5f80\u5f80\u662f\u76f8\u7576\u8907\u96dc\u7684\u5de5\u4f5c\u3002 \u76f8\u53cd\u5730\uff0c\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u5247\u53ef\u63d0\u4f9b\u76f4\u63a5\u4e14\u958b\u653e\u7684\u61c9\u7528\u7a0b\u5f0f\u958b\u767c\u4ecb\u9762 (API)\uff0c\u4ee5\u5c07\u5176\u9023\u63a5\u5230\u5176\u4ed6\u670d\u52d9\u3002 \u8a2d\u5b9a\u6574\u5408\u53ef\u4ee5\u7c21\u55ae\u5230\u5c31\u662f\u5c07\u670d\u52d9 A \u62d6\u653e\u81f3\u670d\u52d9 B \u5373\u5b8c\u6210\u3002\u800c\u6b64 API \u5f48\u6027\u4e26\u4e0d\u6703\u5f71\u97ff\u5ba2\u670d\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848\u7684\u6574\u9ad4\u5b89\u5168\u6027\u3002 \u4e8b\u5be6\u4e0a\uff0cWebex Contact Center \u7684\u5176\u4e2d\u4e00\u9805\u91cd\u8981\u529f\u80fd\u5373\u662f\u4f01\u696d\u7d1a\u5b89\u5168\u6027\uff0c \u9019\u8b93\u5354\u4f5c\u9664\u4e86\u4fdd\u6709\u5f48\u6027\u5916\uff0c\u540c\u6642\u4e5f\u65e2\u5b89\u5168\u53c8\u7b26\u5408\u898f\u7bc4\u3002<\/p>\n<h2>\u5fc5\u9808\u77ad\u89e3\u7684 Webex Contact Center \u91cd\u8981\u529f\u80fd<\/h2>\n<p>\u591a\u9805 Webex Contact Center \u529f\u80fd\u53ef\u5be6\u73fe\u4e0a\u8ff0\u53ca\u5176\u4ed6\u66f4\u591a\u512a\u9ede\u3002 \u90e8\u5206\u91cd\u8981\u529f\u80fd\u5305\u62ec\uff1a<strong>\u5168\u7ba1\u9053\u901a\u8a0a<\/strong> Webex Contact Center \u652f\u63f4\u6240\u6709\u4e3b\u6d41\u901a\u8a0a\u7ba1\u9053\uff0c\u4f8b\u5982\u96fb\u5b50\u90f5\u4ef6\u548c\u804a\u5929\uff0c\u4e43\u81f3\u65bc\u8a9e\u97f3\u548c\u793e\u7fa4\u5a92\u9ad4\u3002 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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 Contact Center<\/a> \u548c\u6b64\u5e73\u53f0\u7684\u529f\u80fd\u53ca\u512a\u9ede\uff0c\u8acb\u67e5\u770b<a href=\"https:\/\/www.webex.com\/dg\/contactcenter-0621.html?utm_medium=Owned&#038;utm_source=Blog&#038;utm_channel=Blog&#038;utm_campaign=Ent_ContactCenter&#038;team=WW#contactus\">\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u793a\u7bc4<\/a>\u3002<\/p><\/blockquote>\n<p><strong>\u6df1\u5165\u77ad\u89e3<\/strong> <a href=\"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e5%b0%87%e8%b3%87%e6%96%99%e7%9a%84%e5%bc%b7%e5%a4%a7%e6%95%88%e7%94%a8%e5%b5%8c%e5%85%a5%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%b4%9a%e7%89%b9%e5%8b%99\/\">\u5c07\u8cc7\u6599\u7684\u529b\u91cf\u5c0e\u5165\u5ba2\u670d\u4e2d\u5fc3\uff0c\u5275\u9020\u8d85\u7d1a\u5ba2\u670d\u4eba\u54e1<\/a> [<a href=\"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e5%b0%87%e8%b3%87%e6%96%99%e7%9a%84%e5%bc%b7%e5%a4%a7%e6%95%88%e7%94%a8%e5%b5%8c%e5%85%a5%e5%ae%a2%e6%9c%8d%e4%b8%ad%e5%bf%83%ef%bc%8c%e6%89%93%e9%80%a0%e8%b6%85%e7%b4%9a%e7%89%b9%e5%8b%99\/\">\u90e8\u843d\u683c<\/a>] <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6816050707242856449\/\">\u4f01\u696d\u5ba2\u6236\u9ad4\u9a57\u7684\u60c5\u666f\u4e0d\u65b7\u8b8a\u9077\uff08\u5c08\u5bb6\u89c0\u9ede\uff09<\/a> [\u7db2\u8def\u7814\u8a0e\u6703\u9304\u5f71] <a href=\"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e4%bb%a5-webex-%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97%e8%a7%a3%e6%b1%ba%e6%96%b9%e6%a1%88%e8%b6%85%e8%b6%8a%e6%9c%9f%e5%be%85\/\">\u900f\u904e Webex \u5ba2\u6236\u9ad4\u9a57\u89e3\u6c7a\u65b9\u6848\u8d85\u8d8a\u671f\u671b<\/a> [\u90e8\u843d\u683c] <a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">\u601d\u79d1 + IMImobile\uff1a\u5171\u540c\u7de0\u9020\u5ba2\u6236\u9ad4\u9a57\u7684\u672a\u4f86<\/a>\u00a0[\u90e8\u843d\u683c] <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>\u00a0[\u7db2\u7ad9] <a href=\"https:\/\/www.linkedin.com\/video\/live\/urn:li:ugcPost:6762775983474003968\/\">Webex Contact Center<\/a>\u00a0[\u7db2\u8def\u7814\u8a0e\u6703\u9304\u5f71]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u77ad\u89e3 Webex Contact Center \u529f\u80fd\uff08\u4f8b\u5982\u5168\u7ba1\u9053\u652f\u63f4\u548c CRM 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