{"id":21024,"date":"2021-08-05T06:00:00","date_gmt":"2021-08-05T13:00:00","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/webex-contact-center-%e6%8b%93%e5%b1%95%e6%96%b0%e7%9a%84%e5%85%a8%e7%90%83%e6%9c%8d%e5%8b%99%e6%93%9a%e9%bb%9e\/"},"modified":"2021-11-30T14:41:34","modified_gmt":"2021-11-30T22:41:34","slug":"webex-contact-center-%e6%8b%93%e5%b1%95%e6%96%b0%e7%9a%84%e5%85%a8%e7%90%83%e6%9c%8d%e5%8b%99%e6%93%9a%e9%bb%9e","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/webex-contact-center-%e6%8b%93%e5%b1%95%e6%96%b0%e7%9a%84%e5%85%a8%e7%90%83%e6%9c%8d%e5%8b%99%e6%93%9a%e9%bb%9e\/","title":{"rendered":"Webex Contact Center \u62d3\u5c55\u65b0\u7684\u5168\u7403\u670d\u52d9\u64da\u9ede"},"content":{"rendered":"<p><strong>2021 \u5e74 11 \u6708 16 \u65e5\u66f4\u65b0\uff1a<\/strong>\u5168\u65b0 Webex Contact Center \u7684\u5168\u7403\u89f8\u53ca\u548c\u670d\u52d9\u7bc4\u570d\u6301\u7e8c\u64f4\u5c55\uff0c\u9664\u4e86\u65e2\u6709\u7684\u7f8e\u570b\u3001\u6fb3\u6d32\u548c\u5927\u6771\u5354 (ASEAN) \u5730\u5340\u5916\uff0c\u73fe\u5728\u4e5f\u5df2\u5728\u66f4\u5ee3\u5927\u7684\u6b50\u6d32\u3001\u4e2d\u6771\u53ca\u975e\u6d32\u5730\u5340 (EMEAR) \u63a8\u51fa\u670d\u52d9\u3002\u5728\u6700\u8fd1\u9019\u6b21\u64f4\u5f35\u5f8c\uff0c\u5c07\u6709\u53e6\u5916 35 \u500b\u6b50\u6d32\u570b\u5bb6\/\u5730\u5340\u80fd\u5920\u5229\u7528\u65b0\u4e00\u4ee3\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u7684\u6240\u6709\u512a\u9ede\u3002<\/p>\n<h2>\u5168\u65b0 Webex Contact Center \u62d3\u5c55\u884c\u52d5<\/h2>\n<p>\u5982\u4eca\uff0c\u6211\u5011\u5df2\u770b\u5230\u5ba2\u670d\u4e2d\u5fc3\u7522\u696d\u6b77\u7d93\u591a\u6b21\u91cd\u5927\u8f49\u578b\u53ca\u9054\u6210\u591a\u9805\u91cc\u7a0b\u7891\uff0c\u90fd\u662f\u70ba\u4e86\u76e1\u529b\u6253\u9020\u512a\u7570\u7684\u5ba2\u6236\u670d\u52d9\u9ad4\u9a57\uff0c\u540c\u6642\u63d0\u5347\u7d44\u7e54\u7684\u696d\u52d9\u6210\u679c\u3002<\/p>\n<p>\u6839\u64da\u601d\u79d1\u6240\u4f5c\u7684\u5168\u7403\u8abf\u67e5 (Global Contact Center Survey)\uff0c75% \u7684\u5ba2\u6236\u90fd\u5e0c\u671b\u80fd\u5728\u4e94\u5206\u9418\u5167\u53d6\u5f97\u5c08\u696d\u5354\u52a9\uff0c\u4f46\u5373\u4f7f\u5c08\u54e1\u8a66\u5716\u900f\u904e\u591a\u6b3e\u61c9\u7528\u7a0b\u5f0f\u63d0\u4f9b\u9867\u5ba2\u670d\u52d9\uff0c\u4ed6\u5011\u4ecd\u6301\u7e8c\u9762\u81e8\u6311\u6230\u3002\u8981\u6e1b\u5c11\u5ba2\u6236\u671f\u671b\u548c\u6574\u9ad4\u9ad4\u9a57\u4e4b\u9593\u7684\u843d\u5dee\uff0c\u4e26\u4e0d\u662f\u4ef6\u5bb9\u6613\u7684\u4e8b\u3002\u5728\u4eba\u5de5\u667a\u6167 (AI)\u3001\u96f2\u7aef\u6280\u8853\u548c\u8cc7\u6599\u5206\u6790\u65b9\u9762\u7684\u5275\u65b0\uff0c\u90fd\u662f\u696d\u754c\u70ba\u6e1b\u5c11\u6b64\u843d\u5dee\u6240\u63a1\u53d6\u7684\u5e7e\u7a2e\u4f5c\u6cd5\u3002\u7136\u800c\uff0c\u82e5\u5c07\u9019\u4e9b\u5275\u65b0\u6280\u8853\u5168\u90e8\u6574\u5408\u81f3\u55ae\u4e00\u5e73\u53f0\uff0c\u6709\u4e9b\u4eba\u53ef\u80fd\u6703\u5c0d\u771f\u4eba\u5c08\u54e1\u7684\u672a\u4f86\u767c\u5c55\u7522\u751f\u7591\u616e\uff0c\u4e5f\u6703\u8cea\u7591\u9019\u4e9b\u5275\u65b0\u662f\u5426\u771f\u7684\u80fd\u63d0\u4f9b\u5168\u901a\u8def\u9ad4\u9a57\uff0c\u4ee5\u53ca\u9019\u4e9b\u5275\u65b0\u5c0d\u5ba2\u6236\u6709\u4f55\u610f\u7fa9\uff0c\u800c\u5ba2\u6236\u53c8\u5c07\u5982\u4f55\u61c9\u5c0d\uff1f<\/p>\n<p>\u5728\u4eba\u5de5\u667a\u6167 (AI)\u3001\u96f2\u7aef\u6280\u8853\u548c\u8cc7\u6599\u5206\u6790\u65b9\u9762\u7684\u5275\u65b0\uff0c\u90fd\u662f\u696d\u754c\u70ba\u6e1b\u5c11\u6b64\u843d\u5dee\u6240\u63a1\u53d6\u7684\u5e7e\u7a2e\u4f5c\u6cd5\u3002\u7136\u800c\uff0c\u82e5\u5c07\u9019\u4e9b\u5275\u65b0\u6280\u8853\u5168\u90e8\u7d50\u5408\u81f3\u55ae\u4e00\u5e73\u53f0\uff0c\u6709\u4e9b\u4eba\u53ef\u80fd\u6703\u5c0d\u771f\u4eba\u5c08\u54e1\u7684\u672a\u4f86\u767c\u5c55\u7522\u751f\u7591\u616e\u3002\u4e5f\u6703\u8cea\u7591\u9019\u4e9b\u5275\u65b0\u662f\u5426\u771f\u7684\u80fd\u63d0\u4f9b\u5168\u901a\u8def\u9ad4\u9a57\uff0c\u4ee5\u53ca\u9019\u4e9b\u5275\u65b0\u5c0d\u5ba2\u6236\u6709\u4f55\u610f\u7fa9\uff0c\u800c\u5ba2\u6236\u53c8\u5c07\u5982\u4f55\u61c9\u5c0d\uff1f<\/p>\n<p>\u8eab\u70ba\u9019\u500b\u9818\u57df\u7684\u696d\u754c\u9818\u5c0e\u8005\uff0c\u4e0d\u50c5\u6fc0\u52f5\u6211\u5011\u91dd\u5c0d\u4e0a\u8ff0\u91cd\u8981\u554f\u984c\u627e\u51fa\u89e3\u7b54\uff0c\u540c\u6642\u4e5f\u52aa\u529b\u6839\u64da\u5ba2\u6236\u9762\u81e8\u7684\u591a\u8b8a\u6311\u6230\uff0c\u4ee5\u53ca\u7576\u524d\u7684\u5e02\u5834\u9700\u6c42\u6539\u5584\u672c\u516c\u53f8\u7684\u7522\u54c1\u3002\u56e0\u6b64\uff0c\u6211\u5011\u5f88\u9ad8\u8208\u80fd\u5728\u6b64\u5ba3\u5e03\uff0c\u5168\u65b0\u7684 <a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a> \u5e73\u53f0\u73fe\u5df2\u5728\u82f1\u570b\u63d0\u4f9b\u670d\u52d9\u3002\u9019\u9805\u5168\u65b0\u7684\u89e3\u6c7a\u65b9\u6848\u4eca\u5e74\u521d\u5df2\u65bc\u7f8e\u570b\u63a8\u51fa\uff0c\u4e0a\u500b\u6708\u4e5f\u5728\u6fb3\u6d32\u63a8\u51fa\uff0c\u800c\u6211\u5011\u9810\u8a08\u5728\u4eca\u5e74\u5e74\u5e95\u524d\uff0c\u9678\u7e8c\u5c07\u670d\u52d9\u7bc4\u570d\u62d3\u5c55\u81f3\u6b50\u6d32\u5176\u4ed6\u5730\u5340\u3002<\/p>\n<blockquote>\n<p class=\"p1\"><strong>2021 \u5e74 11 \u6708 16 \u65e5\u66f4\u65b0\uff1a<\/strong>\u6211\u5011\u5f88\u9ad8\u8208\u5ba3\u5e03\u5168\u65b0\u7684\u00a0<a href=\"https:\/\/www.webex.com\/contact-center.html\"><span class=\"s2\">Webex Contact Center<\/span><\/a> \u6301\u7e8c\u65bc<span class=\"s1\"><b>\u5168\u7403<\/b><\/span>\u62d3\u5c55\u670d\u52d9\uff0c\u9664\u4e86\u73fe\u6709\u7684\u7f8e\u570b\u3001\u6fb3\u6d32\u548c\u5927\u6771\u5354 (ASEAN) \u5730\u5340\u5916\uff0c\u6700\u8fd1\u4e5f\u5df2\u5728\u66f4\u5ee3\u5927\u7684\u6b50\u6d32\u3001\u4e2d\u6771\u53ca\u975e\u6d32\u5730\u5340 (EMEAR) \u63d0\u4f9b\u670d\u52d9\u3002<\/p>\n<\/blockquote>\n<h2><strong>\u6578\u4f4d\u512a\u5148\u7684\u81f4\u52dd\u4e4b\u9053<\/strong><\/h2>\n<p>\u6211\u5011\u63a1\u7528\u6578\u4f4d\u512a\u5148\u7684\u4f5c\u6cd5\uff0c\u8b93\u5ba2\u6236\u4f9d\u81ea\u8eab\u559c\u597d\u7684\u65b9\u5f0f\uff08\u4f8b\u5982\u804a\u5929\u3001\u7c21\u8a0a\u3001\u8a0a\u606f\u3001\u96fb\u5b50\u90f5\u4ef6\u6216\u901a\u8a71\uff09\u8207\u6211\u5011\u806f\u7e6b\u3002\u73fe\u4eca\u7684\u5ba2\u6236\u4e0d\u50c5\u5c0d\u79d1\u6280\u76f8\u7576\u719f\u6089\uff0c\u4ed6\u5011\u4e5f\u4e0d\u65b7\u5730\u8ffd\u6c42\u66f4\u597d\u3001\u66f4\u5feb\u53ca\u66f4\u6709\u6548\u7387\u7684\u9ad4\u9a57\u3002<em>\u00a0<\/em><\/p>\n<p>\u6211\u5011\u6574\u5408\u4e86 Facebook Messenger \u7b49\u793e\u4ea4\u5e73\u53f0\uff0c\u85c9\u6b64\u70ba\u5ba2\u6236\u63d0\u4f9b\u771f\u6b63\u6574\u5408\u7684\u5168\u901a\u8def\u89e3\u6c7a\u65b9\u6848\u3002\u5982\u6b64\uff0c\u5ba2\u6236\u4fbf\u80fd\u900f\u904e\u4ed6\u5011\u8a8d\u70ba\u6700\u65b9\u4fbf\u7684\u7ba1\u9053\uff0c\u53d6\u5f97\u9700\u8981\u7684\u652f\u63f4\u3002<\/p>\n<p>\u70ba\u4e86\u63d0\u4f9b\u5b8c\u6574\u7684\u6578\u4f4d\u670d\u52d9\uff0c\u6211\u5011\u4e5f\u63a8\u51fa 24 \u5c0f\u6642\u5168\u5e74\u7121\u4f11\u7684\u81ea\u52a9\u670d\u52d9\uff0c\u900f\u904e\u63a1\u7528 AI \u6280\u8853\u7684\u8a9e\u97f3\u7cfb\u7d71\u548c\u804a\u5929\u865b\u64ec\u5c08\u54e1\uff0c\u63d0\u4f9b\u5168\u5929\u5019\u5ba2\u6236\u652f\u63f4\u3002\u6211\u5011\u7684\u865b\u64ec\u5c08\u54e1\u7d93\u904e\u7a0b\u5f0f\u8a2d\u8a08\uff0c\u53ef\u5feb\u901f\u3001\u6709\u6548\u7387\u5730\u56de\u8986\u5ba2\u6236\u554f\u984c\uff0c\u4e26\u53ef\u8996\u9700\u6c42\u8f49\u63a5\u771f\u4eba\u5c08\u54e1\uff0c\u5ba2\u6236\u7121\u9808\u91cd\u8907\u5c0d\u8a71\u5167\u5bb9\uff0c\u4e5f\u80fd\u8207\u771f\u4eba\u5c08\u54e1\u6d41\u66a2\u6e9d\u901a\u3002\u6211\u5011\u5df2\u6210\u529f\u6253\u9020\u51fa\u53ef\u5728\u865b\u64ec\u548c\u771f\u4eba\u5c08\u54e1\u4e4b\u9593\u6d41\u66a2\u8f49\u63db\u7684\u67b6\u69cb\uff0c\u4ee5\u4fbf\u5411\u5ba2\u6236\u63d0\u4f9b\u66f4\u5177\u9ad4\u7684\u652f\u63f4\u3002<\/p>\n<h2><strong>\u76f4\u89ba\u5f0f\u7684\u8d85\u7d1a\u5c08\u54e1<\/strong><\/h2>\n<p>AI \u662f Webex Contact Center \u7684\u6838\u5fc3\u6280\u8853\uff0c\u6211\u5011\u904b\u7528\u9019\u9805\u6280\u8853\u958b\u767c\u51fa\u865b\u64ec\u5c08\u54e1\uff0c\u80fd\u4ee5\u5408\u4e4e\u76f4\u89ba\u7684\u65b9\u5f0f\u8207\u5ba2\u6236\u5373\u6642\u4e92\u52d5\u3001\u6839\u64da\u7a0b\u5f0f\u540c\u6642\u8655\u7406\u4f86\u81ea\u591a\u500b\u7ba1\u9053\u7684\u5404\u7a2e\u554f\u984c\uff0c\u5982\u679c\u5ba2\u6236\u7684\u554f\u984c\u8f03\u70ba\u8907\u96dc\uff0c\u4e5f\u80fd\u8070\u660e\u5730\u5c07\u5ba2\u6236\u8f49\u63a5\u7d66\u771f\u4eba\u5c08\u54e1\u3002<\/p>\n<p>\u9019\u5c0d\u771f\u4eba\u5c08\u54e1\u800c\u8a00\uff0c\u610f\u5473\u8457\u4ec0\u9ebc\uff1f\u9019\u500b\u65b9\u4fbf\u4f7f\u7528\u7684\u5168\u65b9\u4f4d\u65b0\u5e73\u53f0\u53ef\u91dd\u5c0d\u5ba2\u6236\u7684\u4e92\u52d5\u8a18\u9304\u63d0\u4f9b\u6574\u5408\u5f0f\u6aa2\u8996\u756b\u9762\uff0c\u4e26\u900f\u904e\u53ef\u611f\u77e5\u60c5\u5883\u7684\u5de5\u5177 (\u4f8b\u5982\u4ee5\u5c0f\u5de5\u5177\u70ba\u57fa\u790e\u7684\u8a2d\u8a08) \u63d0\u4f9b\u652f\u63f4\uff0c\u8b93\u5c08\u54e1\u53d6\u5f97\u6240\u6709\u5fc5\u8981\u8cc7\u6599\uff0c\u4ee5\u4fbf\u5c08\u6ce8\u65bc\u70ba\u6bcf\u4f4d\u5ba2\u6236\u63d0\u4f9b\u670d\u52d9\u3002<\/p>\n<p>\u5982\u6b64\u5927\u898f\u6a21\u5730\u6574\u5408 AI\uff0c\u6700\u95dc\u9375\u7684\u90e8\u5206\u5728\u65bc\u6d88\u9664\u91cd\u8907\u6027\u7684\u7c21\u6613\u5de5\u4f5c\uff0c\u4ee5\u78ba\u4fdd\u5c07\u771f\u4eba\u5c08\u54e1\u6bcf\u5929\u7684\u5de5\u4f5c\u91cf\u964d\u5230\u6700\u4f4e\u3002\u4e0d\u904e\uff0c\u6700\u91cd\u8981\u7684\u662f\u6211\u5011\u5fc5\u9808\u63a1\u7528\u9ad8\u751f\u7522\u529b\u7684\u5de5\u4f5c\u6a21\u5f0f\uff0c\u5728\u771f\u4eba\u548c AI \u9593\u53d6\u5f97\u5b8c\u7f8e\u5e73\u8861\uff0c\u4ee5\u4fbf\u63d0\u4f9b 24 \u5c0f\u6642\u5168\u5e74\u7121\u4f11\u7684\u5ba2\u6236\u652f\u63f4\u670d\u52d9\u3002<\/p>\n<p>\u771f\u4eba\u5c08\u54e1\u4e5f\u80fd\u5f9e\u66f4\u591a\u6a23\u5316\u7684\u589e\u5f37\u578b\u61c9\u7528\u7a0b\u5f0f\u7d44\u5408 (\u4f8b\u5982\u6574\u5408\u5f0f Webex \u61c9\u7528\u7a0b\u5f0f\u8207 <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-workforce-optimization\/index.html\">Webex Workforce Optimization<\/a>) \u7372\u5f97\u597d\u8655\uff0c\u9019\u4e9b\u61c9\u7528\u7a0b\u5f0f\u53ef\u91dd\u5c0d\u52de\u52d5\u529b\u5206\u6790\u548c\u7ba1\u7406\uff0c\u4ee5\u53ca\u54c1\u8cea\u7ba1\u7406\u63d0\u4f9b\u5176\u4ed6\u5de5\u5177\u3002<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-scaled.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-20423\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-scaled.jpg\" alt=\"Webex Contact Center\" width=\"2560\" height=\"1708\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-scaled.jpg 779w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-300x200.jpg 300w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-1025x684.jpg 1025w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-768x512.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-1536x1025.jpg 1536w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/Webex-Contact-Center-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/a><\/p>\n<h2><strong>\u5b8c\u5584\u5ba2\u6236\u9ad4\u9a57\u7ba1\u7406<\/strong><\/h2>\n<p>\u5ba2\u6236\u7684\u610f\u898b\u56de\u994b\u4e0d\u50c5\u662f\u627e\u51fa\u5ba2\u6236\u9700\u6c42\u7684\u9996\u8981\u56e0\u7d20\uff0c\u9084\u80fd\u8b93\u5c08\u54e1\u6df1\u5165\u77ad\u89e3\u6bcf\u4f4d\u5ba2\u6236\u7684\u9ad4\u9a57\uff0c\u9032\u800c\u63d0\u4f9b\u66f4\u7d30\u7dfb\u548c\u8cbc\u5fc3\u7684\u670d\u52d9\u3002\u70ba\u4e86\u5c01\u9589\u610f\u898b\u56de\u994b\u7684\u8ff4\u8def\uff0c\u6211\u5011\u900f\u904e\u7c21\u8a0a\u3001\u96fb\u5b50\u90f5\u4ef6\u6216\u4e92\u52d5\u5f0f\u8a9e\u97f3\u56de\u8986\u9080\u8acb\u5ba2\u6236\u9032\u884c\u554f\u5377\u8abf\u67e5\u3002<\/p>\n<p>\u6240\u6709\u7684\u5ba2\u6236\u610f\u898b\u56de\u994b\u5747\u662f\u900f\u904e <a href=\"https:\/\/www.webex.com\/experience-management.html\">Webex Experience Management<\/a> \u9032\u884c\u6536\u96c6\uff0c\u9019\u662f\u4e00\u6b3e Webex \u65b0\u4e00\u4ee3\u5ba2\u6236\u9ad4\u9a57\u7ba1\u7406 (CEM) \u89e3\u6c7a\u65b9\u6848\uff0c\u5176\u5177\u5099\u7684\u9032\u968e\u529f\u80fd\u53ef\u5354\u52a9\u5c08\u54e1\u5168\u9762\u77ad\u89e3\u6bcf\u4f4d\u5ba2\u6236\u7684\u9ad4\u9a57\u6b77\u7a0b\u3002\u6b64\u89e3\u6c7a\u65b9\u6848\u7684\u9858\u666f\u5728\u65bc\u6368\u68c4\u4ea4\u6613\u578b\u5ba2\u6236\u9ad4\u9a57\u6a21\u5f0f\uff0c\u8f49\u800c\u6253\u9020\u517c\u5177\u6d1e\u5bdf\u529b\u548c\u8c50\u5bcc\u8cc7\u8a0a\u7684\u5373\u6642\u5ba2\u6236\u9ad4\u9a57\u6b77\u7a0b\u3002\u6b64\u5916\uff0c\u5ba2\u6236\u9ad4\u9a57\u5206\u6790\u529f\u80fd\u4e5f\u5df2\u6574\u5408\u81f3 Webex Experience Management \u5e73\u53f0\uff0c\u53ef\u8b93\u5c08\u54e1\u77ad\u89e3\u81ea\u5df1\u7684\u5de5\u4f5c\u8868\u73fe\u4e26\u53d6\u5f97\u8cc7\u6599\u5c0e\u5411\u7684\u6d1e\u5bdf\u5831\u544a\uff0c\u4ee5\u4fbf\u6bcf\u6b21\u90fd\u80fd\u63d0\u4f9b\u771f\u6b63\u7684\u500b\u4eba\u5316\u5ba2\u6236\u9ad4\u9a57\u3002<\/p>\n<h2><strong>\u6253\u9020\u5c08\u5c6c\u9ad4\u9a57<\/strong><\/h2>\n<p>\u5168\u65b0\u7684 Webex Contact Center \u662f\u900f\u904e\u958b\u653e\u5f0f API \u548c\u96f2\u7aef\u5fae\u670d\u52d9\u958b\u767c\u800c\u6210\uff0c\u53ef\u63d0\u4f9b\u65b0\u4e00\u4ee3\u7684\u5168\u81ea\u8a02 AI\u3001\u8cc7\u6599\u3001\u5a92\u9ad4\u548c UI \u529f\u80fd\u3002<\/p>\n<p>\u5c0d\u5c08\u54e1\u800c\u8a00\uff0c\u4ed6\u5011\u73fe\u5728\u53ef\u900f\u904e\u65b0\u7684\u6a21\u7d44\u5316\u5c08\u54e1\u684c\u9762\u7248\u81ea\u8a02\u684c\u9762\u5916\u89c0\uff0c\u4e26\u4e14\u5c07\u6240\u6709\u529f\u80fd\u6574\u5408\u6210\u55ae\u4e00\u6aa2\u8996\u756b\u9762\u3002\u7ba1\u7406\u54e1\u4e5f\u80fd\u4f7f\u7528\u5168\u65b0\u7684\u62d6\u653e\u6d41\u63a7\u5236\u7a0b\u5efa\u7acb\u5de5\u5177\uff1b\u9019\u9805\u5de5\u5177\u53ef\u8b93\u975e\u6280\u8853\u4eba\u54e1\u7684\u4f7f\u7528\u8005\u7121\u9808\u4ef0\u8cf4 IT \u8cc7\u6e90\uff0c\u4e5f\u80fd\u4fee\u6539\u5de5\u4f5c\u6d41\u7a0b\u3002<\/p>\n<p>\u9019\u500b\u5d84\u65b0\u7684\u5e73\u53f0\u4e5f\u9032\u4e00\u6b65\u5f37\u5316\u61c9\u7528\u7a0b\u5f0f\u6574\u5408\u6280\u8853\uff0c\u4e26\u4e14\u6574\u5408\u4e86 Salesforce\u3001Zendesk \u548c Microsoft Dynamics \u7b49\u591a\u6b3e\u5546\u52d9\u61c9\u7528\u7a0b\u5f0f\u3002\u9019\u8868\u793a\u5c08\u54e1\u73fe\u5728\u53ef\u4ee5\u5f9e\u53ef\u5145\u5206\u81ea\u8a02\u7684\u6574\u5408\u5f0f\u9ad4\u9a57\u4e2d\u7372\u76ca\uff0c\u53ea\u9700\u6309\u4e00\u4e0b\u6309\u9215\uff0c\u5373\u53ef\u4f7f\u7528\u4efb\u4f55\u61c9\u7528\u7a0b\u5f0f\u3002<\/p>\n<p>\u5f9e\u5ba2\u6236\u670d\u52d9\u7684\u89c0\u9ede\u4f86\u770b\uff0c\u53d6\u5f97\u7528\u4f86\u8a55\u4f30\u548c\u5206\u6790\u5ba2\u6236\u4e92\u52d5\u6240\u9700\u7684\u5373\u6642\u548c\u6b77\u53f2\u8cc7\u6599\uff0c\u662f\u5728\u5ba2\u670d\u4e2d\u5fc3\u7522\u696d\u4e2d\uff0c\u5927\u5bb6\u5922\u5bd0\u4ee5\u6c42\u7684\u4e00\u9805\u529f\u80fd\u3002Webex Contact Center \u53ef\u6574\u5408\u4f86\u81ea\u5373\u6642\u901a\u8a71\u3001\u804a\u5929\u8207\u865b\u64ec\u5c08\u54e1\u7684\u4e92\u52d5\u8cc7\u6599\uff0c\u4e0d\u50c5\u80fd\u9032\u4e00\u6b65\u7ba1\u7406\u5ba2\u6236\uff0c\u4e5f\u80fd\u5354\u52a9\u5c08\u54e1\u4e3b\u52d5\u63d0\u5347\u81ea\u5df1\u7684\u5de5\u4f5c\u6548\u7387\u548c\u751f\u7522\u529b\u3002<\/p>\n<p><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-scaled.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-20413\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-scaled.jpg\" alt=\"\u5ba2\u6236\u9ad4\u9a57\u548c\u601d\u79d1\" width=\"2560\" height=\"1730\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-scaled.jpg 769w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-300x203.jpg 300w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-1025x693.jpg 1025w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-768x519.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-1536x1038.jpg 1536w, https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/08\/customer-experience-and-cisco-2048x1384.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/a><\/p>\n<h2><strong>\u63a1\u7528\u771f\u6b63\u7684\u5354\u4f5c\u7522\u54c1\u7d44\u5408<\/strong><\/h2>\n<p>\u6839\u64da\u601d\u79d1\u6240\u4f5c\u7684\u76f8\u540c\u8abf\u67e5\uff0c94% \u7684\u5c08\u54e1\u8a8d\u70ba\uff0c\u5c07\u6240\u6709\u901a\u8a0a\u548c\u5354\u4f5c\u529f\u80fd\u6574\u5408\u81f3\u55ae\u4e00\u7522\u54c1\u662f\u5f88\u91cd\u8981\u7684\u4e00\u4ef6\u4e8b\u3002\u5c08\u54e1\u73fe\u5728\u53ef\u900f\u904e Webex Contact Center \u5411\u8de8\u90e8\u9580\u3001\u8de8\u529f\u80fd\u4e3b\u984c\u7684\u5c08\u5bb6\u5c0b\u6c42\u5354\u52a9\uff0c\u5171\u540c\u70ba\u4fc3\u9032\u53ca\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\u800c\u52aa\u529b\u3002<\/p>\n<p>\u53ea\u8981\u6574\u5408 Webex \u7684\u50b3\u8a0a\u3001\u901a\u8a71\u3001\u6703\u8b70\u7b49\u5354\u4f5c\u5de5\u5177\uff0c\u4ee5\u53ca\u624b\u6a5f\u548c\u8033\u6a5f\u7b49\u88dd\u7f6e\uff0c\u5c08\u54e1\u4fbf\u80fd\u4eab\u6709\u8c50\u5bcc\u3001\u666e\u904d\u7684\u4f7f\u7528\u8005\u9ad4\u9a57\u3002\u7d44\u7e54\u548c\u7ba1\u7406\u54e1\u53ef\u900f\u904e\u55ae\u4e00\u7ba1\u7406\u5e73\u53f0 Webex Control Hub \u8f15\u9b06\u7ba1\u7406\u5ba2\u670d\u4e2d\u5fc3\u3001\u5354\u4f5c\u5de5\u5177\u548c\u4f7f\u7528\u8005\uff0c\u4e26\u904b\u7528\u9019\u9805\u55ae\u4e00\u7ba1\u7406\u5e73\u53f0\u89e3\u6c7a\u65b9\u6848\u900f\u904e\u55ae\u4e00\u96c6\u4e2d\u5f0f\u96f2\u7aef\u61c9\u7528\u7a0b\u5f0f\u63d0\u4f9b\u6240\u6709\u7684 Webex \u7ba1\u7406\u529f\u80fd \u3002<\/p>\n<h2><strong>\u9010\u6b65\u638c\u63e1\u5ba2\u6236\u9ad4\u9a57\u7684\u672a\u4f86\u524d\u666f<\/strong><\/h2>\n<p>\u6211\u5011\u65b0\u4e00\u4ee3\u7684\u96f2\u7aef\u5ba2\u670d\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848\u81f4\u529b\u65bc\u5be6\u8e10 Webex \u7684\u4e00\u9805\u6838\u5fc3\u7406\u5ff5\uff1a\u63d0\u4f9b\u524d\u6240\u672a\u6709\u7684\u7d55\u4f73\u5ba2\u6236\u9ad4\u9a57\u3002\u6211\u5011\u7d50\u5408\u6700\u65b0\u7684 imimobile \u6574\u5408\u529f\u80fd\uff0c\u5f9e\u982d\u6253\u9020\u9019\u500b\u5168\u65b0\u5e73\u53f0\uff0c\u4ee5\u4fbf\u70ba\u5ba2\u6236\u63d0\u4f9b\u5168\u65b9\u4f4d\u7684\u300c\u5ba2\u6236\u9ad4\u9a57\u5373\u670d\u52d9\u300d (CXaaS) \u89e3\u6c7a\u65b9\u6848\u3002CXaaS \u7684\u76ee\u6a19\u662f\u5354\u52a9\u7d44\u7e54\u77ad\u89e3\u6240\u6709\u63a8\u52d5\u5ba2\u6236\u9ad4\u9a57\u7684\u8981\u7d20\uff0c\u4e26\u78ba\u5be6\u627e\u51fa\u8b93\u5be6\u969b\u9ad4\u9a57\u7b26\u5408\u5ba2\u6236\u671f\u671b\u7684\u65b9\u5f0f\uff0c\u540c\u6642\u63d0\u5347\u7d44\u7e54\u7684\u696d\u52d9\u6210\u679c\u3002\u9019\u500b\u6b77\u7a0b\u7d55\u4e0d\u6703\u6b62\u6b65\u65bc\u6b64\uff0c\u6211\u5011\u5c07\u81f4\u529b\u5c0b\u627e\u5275\u65b0\u53ca\u63d0\u5347\u5ba2\u6236\u9ad4\u9a57\u7684\u65b9\u5f0f\uff0c\u9010\u6b65\u5730\u8b93\u6211\u5011\u7684\u5ba2\u6236\u670d\u52d9\u66f4\u81fb\u65bc\u5b8c\u7f8e\u3002<\/p>\n<blockquote><p>\u82e5\u8981\u6df1\u5165\u77ad\u89e3\u00a0<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<\/a>\u00a0\u548c\u6b64\u5e73\u53f0\u7684\u529f\u80fd\u53ca\u512a\u9ede\uff0c\u8acb\u7acb\u5373\u700f\u89bd<a href=\"https:\/\/www.webex.com\/content\/dam\/wbx\/us\/documents\/pdf\/all_new_webex_contact_center_brochure.pdf\">\u5c55\u793a\u624b\u518a<\/a>\uff0c\u6216\u67e5\u770b\u500b\u4eba\u5316<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\u00a0<\/p><\/blockquote>\n<p><strong>\u6df1\u5165\u77ad\u89e3<\/strong><\/p>\n<p><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\u5d4c\u5165\u5ba2\u670d\u4e2d\u5fc3\uff0c\u5275\u9020\u8d85\u7d1a\u5c08\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>]<\/p>\n<p><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 (\u5c08\u5bb6\u89c0\u9ede)<\/a> [\u7db2\u8def\u7814\u8a0e\u6703\u9304\u5f71]<\/p>\n<p><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]<\/p>\n<p><a href=\"https:\/\/blogs.cisco.com\/collaboration\/cisco-imi-delivering-the-future-of-customer-experience-together\">\u601d\u79d1 + IMImobile\uff1a\u5171\u540c\u5be6\u73fe\u5ba2\u6236\u9ad4\u9a57\u7684\u672a\u4f86<\/a>\u00a0[\u90e8\u843d\u683c]<\/p>\n<p><a href=\"https:\/\/www.webex.com\/contact-center.html\">Webex Contact Center<\/a>\u00a0[\u7db2\u7ad9]<\/p>\n<p><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>\u6211\u5011\u5f88\u9ad8\u8208\u5728\u6b64\u5ba3\u5e03\uff0c\u5168\u65b0\u7684 Webex Contact Center \u5e73\u53f0\u73fe\u5df2\u5728\u82f1\u570b\u63d0\u4f9b\u670d\u52d9\uff1b\u9019\u500b\u5e73\u53f0\u53ef\u5354\u52a9\u6211\u5011\u6839\u64da\u5ba2\u6236\u9762\u81e8\u7684\u591a\u8b8a\u6311\u6230\uff0c\u4ee5\u53ca\u7576\u524d\u7684\u5e02\u5834\u9700\u6c42\u6539\u5584\u672c\u516c\u53f8\u7684\u7522\u54c1\u3002<\/p>\n","protected":false},"author":5435,"featured_media":20435,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1579],"tags":[15112],"class_list":["post-21024","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-1579","tag-workforce-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Webex Contact Center \u62d3\u5c55\u65b0\u7684\u5168\u7403\u670d\u52d9\u64da\u9ede | Webex Blog<\/title>\n<meta name=\"robots\" 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