{"id":385312,"date":"2020-11-24T07:57:08","date_gmt":"2020-11-24T15:57:08","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/%e5%85%a8%e6%98%9f%e5%8a%a0%e9%80%9f-%e5%b0%88%e5%ae%b6%e7%9e%ad%e8%a7%a3-contact-center-%e6%8a%80%e8%a1%93%e7%9a%84%e4%b8%8b%e4%b8%80%e6%ad%a5\/"},"modified":"2020-11-24T07:57:08","modified_gmt":"2020-11-24T15:57:08","slug":"%e5%85%a8%e6%98%9f%e5%8a%a0%e9%80%9f-%e5%b0%88%e5%ae%b6%e7%9e%ad%e8%a7%a3-contact-center-%e6%8a%80%e8%a1%93%e7%9a%84%e4%b8%8b%e4%b8%80%e6%ad%a5","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/%e5%85%a8%e6%98%9f%e5%8a%a0%e9%80%9f-%e5%b0%88%e5%ae%b6%e7%9e%ad%e8%a7%a3-contact-center-%e6%8a%80%e8%a1%93%e7%9a%84%e4%b8%8b%e4%b8%80%e6%ad%a5\/","title":{"rendered":"\u5168\u661f\u52a0\u901f \u2013 \u5c08\u5bb6\u77ad\u89e3 Contact Center \u6280\u8853\u7684\u4e0b\u4e00\u6b65"},"content":{"rendered":"


\n
\n
\n \"\u52a0\u901f\u4e0b\u4e00\u4ee3\u806f\u7d61\u4e2d\u5fc3\uff0c\u914d\u6234
\n <\/a>\u5c0d\u5ba2\u6236\u670d\u52d9\u548c\u652f\u63f4\u89e3\u6c7a\u65b9\u6848\u7684\u5e0c\u671b\u548c\u5e0c\u671b – <\/strong> <\/span> \u4f86\u81ea Cisco \u548c Gartner \u7814\u7a76\u7684\u898b\u89e3<\/strong>
\n<\/span><\/h2>\n

\u6700\u8fd1\uff0cCisco \u8207 Gartner \u7814\u7a76\u5408\u4f5c\uff0c\u5c0d\u4e94\u500b\u4e3b\u984c\u9818\u57df\u5efa\u7acb\u4e86\u4e00\u7d44\u6df1\u5165\u898b\u89e3\uff0c\u806f\u7d61\u4e2d\u5fc3\u88fd\u4f5c\u88fd\u4f5c\u4eba\u53ca\u5ba2\u6236\u9ad4\u9a57\u5c08\u5bb6\u53ef\u4ee5\u5229\u7528\u9019\u4e9b\u9818\u57df\u6307\u5c0e\u4ed6\u5011\u4f86\u6307\u5c0e\u4ed6\u5011\u4f86\u5e74\u7684\u8a08\u756b\u3002<\/p>\n

\u7522\u751f\u7684\u51fa\u7248\u51fa\u7248 \u300a\u52a0\u5feb\u65b0\u4e00\u4ee3\u806f\u7d61\u4e2d\u5fc3 <\/a><\/em> <\/em> \u300b\u63d0\u4f9b\u4e94\u7bc7\u6709\u95dc\u806f\u7d61\u4e2d\u5fc3\u6c7a\u7b56\u8005\u95dc\u9375\u4e8b\u9805\u7684\u4ee4\u4eba\u601d\u8003\u7684\u6587\u7ae0\u3002<\/strong> \u6bcf\u500b\u7ae0\u7bc0\u7531\u4f5c\u70ba\u4e3b\u984c\u5c08\u5bb6\u7684 Cisco \u9818\u5c0e\u4eba\u54e1\u4ed4\u7d30\u7de8\u5beb\uff0c\u4ee5\u8aac\u660e\u5f15\u5c0e\u90a3\u4e9b\u5e0c\u671b\u77ad\u89e3\u8981\u8003\u616e\u7684\u95dc\u9375\u4e3b\u984c\u7684\u4eba\uff0c\u56e0\u70ba\u806f\u7d61\u4e2d\u5fc3\u5728 2020 \u5e74\u53ca\u4ee5\u5f8c\u5df2\u52a0\u5165\u6578\u4f4d\u901a\u9053\u4f5c\u70ba\u5546\u696d\u548c\u670d\u52d9\u7684\u4e3b\u8981\u4f4d\u7f6e\u3002<\/p>\n

\u9019\u4e9b\u6587\u7ae0\u4e4b\u5f8c\u662f 2020 Gartner Hype Cycle for Customer Service and Support Technologies<\/em> <\/a> \u5831\u544a\u7684\u526f\u672c\uff0c\u6839\u64da\u6211\u5011\u7684\u77ad\u89e3\uff0c\u8a72\u5831\u544a\u6703\u8ffd\u8e64\u95dc\u9375\u6280\u8853\u53ca\u5176\u63a1\u7528\u9031\u671f\u3002<\/p>\n


\n \u8b93\u6211\u5011\u770b\u4e00\u4e0b\u806f\u7d61\u4e2d\u5fc3\u5c08\u5bb6\u7684\u5168\u661f Cisco \u5718\u968a\uff1a<\/strong>
\n<\/span><\/p>\n


\n \u6b63\u5728\u5b78\u7fd2\uff1a Contact Center \u7684\u672a\u4f86<\/strong>\u00a0<\/span><\/h2>\n


\n
\n
\n \"\u4e9e\u5947\u7279\u74e6\u591a\u74e6\"
\n <\/a>
\n \u4f5c\u70ba\u6211\u5011\u7684\u6587\u7ae0\u5718\u968a\u7684\u7dda\u7d22\uff0c\u70ba T\u6703<\/span> <\/em> <\/strong> \u7576\u505a\u6587\u7ae0\u5718\u968a\u63d0\u4f9b\u7dda\u7d22\u3002 \u6211\u662f Cisco Contact Center \u696d\u52d9\u55ae\u4f4d\u7684VP \u548c\u7d93\u7406\u3002 \u5728 2019 \u5e74\u9032\u884c Voicea \u6536\u8cfc\u5f8c\uff0c\u6703\u5efa\u7acb\u6578\u500b\u96f2\u7aef\u578b\u4f01\u696d\u4e26\u52a0\u5165\u6211\u5011\u3002<\/p>\n

\u5728\u6587\u7ae0\u300a \u9032\u4e00\u6b65\u4ecb\u7d39\u300b\u4e2d\uff1a \u5728 Contact Center \u7684\u672a\u4f86<\/a> <\/em>\u4e2d\uff0c\u6703\u63d0\u4f9b\u6211\u5011\u806f\u7d61\u4e2d\u5fc3\u696d\u52d9\u7684\u5ee3\u6cdb\u8996\u91ce\uff0c\u5f37\u8abf\u56db\u500b\u91cd\u9ede\u6295\u8cc7\u9818\u57df\u3002 \u4ed6\u8aaa\u660e\u4e86\u6211\u5011\u7684\u89e3\u6c7a\u65b9\u6848\u5982\u4f55\u5728\u806f\u7d61\u4e2d\u5fc3\u4e2d\u300c\u5c0d\u8cc7\u6e90\u66f2\u7dda\u9032\u884c\u5f4e\u66f2\u300d\u3002 \u6700\u7d42\u76ee\u6a19\u662f\u4ec0\u9ebc\uff1f \u66f4\u597d\u7684\u5ba2\u6236\u9ad4\u9a57\u3002<\/p>\n

\u00a0<\/p>\n


\n AI \u5728\u806f\u7d61\u4e2d\u5fc3\u4e2d\u7684\u672a\u4f86<\/strong>
\n<\/span><\/h2>\n


\n \"Mohamed
\n<\/a>
\n
\n El-Geish<\/span> <\/em> <\/strong> \u662f Cisco Contact Center AI \u7684\u4e3b\u7ba1\u3002<\/a> <\/em> \u4ed6\u4ee5 10 \u9805\u8207 AI \u76f8\u95dc\u7684\u5275\u65b0\u6280\u8853\u5b8c\u6210\u4e86\u4e00\u9805\u4efb\u52d9\u3002 \u4ed6\u7684\u6587\u7ae0\u300a AI<\/em> <\/a> \u7684\u672a\u4f86\u300b<\/em> <\/strong> \u6709\u4e00\u4ef6\u6709\u8da3\u7684\u8a08\u756b \u2013 \u67e5\u770b\u60a8\u662f\u5426\u53ef\u4ee5\u627e\u5230\u5b83\uff01<\/p>\n

\u5610\u7d20\u7673 AI \u5728\u6b64\u5927\u8da8\u52e2\u4e0b\uff0c\u8b80\u8005\u5c07\u77ad\u89e3\u672a\u4f86\u4e00\u5e74\u5c07\u6709\u4ec0\u9ebc\u8b8a\u5316\u3002<\/p>\n

\u00a0<\/p>\n

\u00a0<\/p>\n


\n Hype \u8207\u5e0c\u671b\uff1a \u5ba2\u6236\u9ad4\u9a57<\/strong>
\n<\/span><\/h2>\n


\n
\n
\n \"Vinod
\n <\/a>
\n Vinod Muthukrishnan<\/span> <\/em> <\/strong> \u662f Cisco Contact Center \u7684\u9996\u5e2d\u6210\u9577\u5c08\u54e1\u3002 Vinod \u9ad8\u67b6\u578b\u5177\u6709\u6211\u5011\u5718\u968a\u4e2d\u6700\u6709\u8da3\u7684\u80cc\u666f\u4e4b\u4e00 \u2013 \u4ed6\u4ee5\u524d\u662f\u8d85\u7d1a\u5c0e\u822a\u54e1\uff0c\u5728\u7fa4\u5cf6\u4e0a\u82b1\u8cbb 9 \u5e74\uff01 \u8a72\u6b77\u7a0b\u5982\u4f55\u6fc0\u52f5\u4ed6\u555f\u52d5 CloudCherry\uff08\u4e8e 2019 \u5e74\u88ab Cisco \u6536\u8cfc\uff09\u662f\u4e00\u4ef6\u5145\u6eff\u6b77\u53f2\u7684\u4e8b\u60c5\u3002<\/p>\n

Vinod \u5c07\u8b80\u8005\u5f9e Hype \u8207\u5e0c\u671b\u7684\u5be6\u5883\u4e2d\u62c9\u51fa\u4e00\u6b65\uff1a <\/em> <\/strong> <\/a>\u5ba2\u6236\u9ad4\u9a57\u3002 \u5728 Cisco \u7684 Webex \u9ad4\u9a57\u7ba1\u7406\u529f\u80fd\u4e2d\uff0c\u4ed6\u7684\u5ba2\u6236\u8a9e\u97f3\u89e3\u6c7a\u65b9\u6848\u80cc\u666f\u975e\u5e38<\/a> <\/em>\u8c50\u5bcc\u3002 \u8b80\u8005\u5c07\u77ad\u89e3\u9810\u6e2c\u548c\u9810\u5148\u7684\u5ba2\u6236\u9ad4\u9a57\u3002<\/p>\n

\u00a0<\/p>\n


\n \u70ba\u4ec0\u9ebc Contact Center \u6bd4\u4ee5\u5f80\u66f4\u95dc\u9375<\/strong>
\n<\/span><\/h2>\n

\"Zack<\/p>\n

\u4f5c\u70ba Cisco Contact Center \u696d\u52d9\u55ae\u4f4d\u7684\u6230\u7565\u6027\u901a\u8a0a\u4e3b\u7ba1\uff0c\u6211\u6bcf\u5929\u6709\u6a5f\u6703\u8207\u5168\u7403\u9818\u5148\u516c\u53f8\u4ea4\u8ac7\uff0c\u4ed6\u5011\u6b63\u5728\u6839\u64da\u6578\u4f4d\u548c\u806f\u7d61\u4e2d\u5fc3\u5275\u65b0\u96d9\u7ba1\u7b56\u7565\u91cd\u65b0\u5efa\u7acb\u5ba2\u6236\u9ad4\u9a57\u3002 \u96d6\u7136\u6211\u6240\u770b\u5230\u7684\u554f\u984c\u5df2\u89e3\u6c7a\uff0c\u4f46\u904e\u53bb\u9019\u4e9b\u5e74\u4e2d\uff0c\u806f\u7d61\u4e2d\u5fc3\u5275\u65b0\u4e2d\u7684\u4e5d\u500b\u63a7\u5236\u8005\u3002<\/p>\n

\u6211\u57fa\u672c <\/em> \u77ad\u89e3\u70ba\u4ec0\u9ebc Contact Center<\/em> <\/a> \u6bd4\u904e\u53bb\u66f4\u95dc\u9375\uff0c\u56e0\u70ba\u806f\u7d61\u4e2d\u5fc3\u6b63\u5728\u5927\u91cf\u5efa\u8a2d\u4e2d\uff0c\u6b63\u5728\u5373\u6642\u64ad\u653e\uff0c\u4e26\u4e14\u6b63\u5728\u4f01\u696d\u5ba2\u6236\u9ad4\u9a57\u4e2d\u626e\u6f14\u8457\u9818\u5148\u7684\u89d2\u8272\u3002 \u8a72\u806f\u7d61\u4e2d\u5fc3\u5c07\u6253\u7834\u300c\u7ba1\u7406\u6210\u672c\u300d\u7684\u7f8e\u540d\uff0c\u800c\u6210\u70ba\u300c\u8981\u5229\u7528\u8cc7\u7522\u300d\u7684\u806f\u7d61\u4e2d\u5fc3\u3002 \u806f\u7d61\u4e2d\u5fc3\u5df2\u771f\u6b63\u6210\u70ba\u7d44\u7e54\u7684\u300c\u6578\u4f4d\u76ee\u6a19\u5b88\u885b\u300d\uff0c\u8655\u7406\u7121\u6cd5\u5f9e\u81ea\u52a9\u5f0f\u670d\u52d9\u89e3\u6c7a\u7684\u5efa\u7acb\u6216\u4e2d\u65b7\u5ba2\u6236\u9ad4\u9a57\u7684\u4f8b\u5916\u3002<\/p>\n


\n \u672a\u4f86\u5ba2\u6236\u9ad4\u9a57\u5e73\u81fa\u7684\u516d\u500b\u57fa\u790e<\/strong>
\n<\/span><\/h2>\n

\"Cisco\u6211\u5011\u7684 Cisco Contact Center CTO Ryan Plant<\/em>\u9700\u8981\u6211\u5011\u9032\u884c\u6e05\u7406\u3002 <\/strong>
\n<\/span>Ryan \u662f\u96f2\u7aef\u8edf\u9ad4\u767c\u5c55\u7684\u4e00\u5bb6\u6295\u8cc7\u4f01\u696d\uff0c\u5b83\u5e36\u7d66\u6211\u5011 Contact Center \u696d\u52d9\u55ae\u4f4d\u7684\u8c50\u5bcc\u9ad4\u9a57\u3002 Ryan \u4e00\u76f4\u7a4d\u6975\u53c3\u8207\u5efa\u7acb\u65b0\u4e00\u4ee3 CCaaS \u5e73\u81fa\u3002 \u5728\u6587\u7ae0\u300a <\/a><\/em> \u672a\u4f86\u5ba2\u6236\u9ad4\u9a57\u5e73\u81fa\u7684\u516d\u500b\u57fa\u790e\u300b\u4e2d\uff0c\u60a8\u5c07\u6210\u70ba\u6388\u6b0a\u5efa\u7acb\u9818\u5148\u3001\u73fe\u4ee3\u7684\u8edf\u9ad4\u5e73\u81fa\u7684 CTO \u7684\u5fc5\u5099\u5c08\u6848\u3002<\/p>\n

Ryan \u6e05\u695a\u5730\u8aaa\u660e\u9019\u516d\u500b\u5730\u5340\u70ba\u4f55\u5c0d\u73fe\u4ee3\u5ba2\u6236\u670d\u52d9\u5e73\u81fa\u5982\u6b64\u95dc\u9375\u3002 \u597d\u6d88\u606f\u662f\uff1f \u60a8\u4e0d\u9700\u8981\u662f\u7de8\u89e3\u78bc\u5668\uff0c\u4e5f\u4e0d\u9700\u8981\u77ad\u89e3 Ryan \u5c07\u8b80\u8005\u5e36\u81f3\u7684\u5168\u7a0b\u9ad4\u9a57\uff01<\/p>\n

\u00a0<\/p>\n

\u6211\u6bcf\u5e74\u59cb\u7d42\u5728 Ringo Starr \u5f59\u96c6\u5230\u4e00\u8d77\u53c3\u52a0\u5c0e\u89bd\u7684\u5168\u661f\u983b\u4e0a\u5927\u767c\u5c0f\u5e6b\u624b-\u4e0d\u540c\u7fa4\u7d44\u4e2d\u6240\u6709\u6700\u597d\u7684\u64ad\u653e\u6a5f\u3002 \u5728\u8655\u7406\u6b64\u5c08\u6848\u6642\uff0c\u6211\u5148\u7779\u70ba\u5feb\uff0c\u4e00\u5b9a\u611f\u89ba\u5982\u4f55\uff01 \u611f\u8b1d\u6211\u7684\u540c\u4e8b\uff0c\u70ba\u4e0b\u4e00\u4ee3\u806f\u7d61\u4e2d\u5fc3\u63d0\u4f9b\u4e00\u5207\u670d\u52d9\uff01\u6211\u7684\u540c\u4e8b\uff0c\u4ee5\u53ca Geish\u3001Vinod \u548c Ryan\uff01<\/p>\n

\n

\u4e0b\u8f09\u60a8\u8907\u88fd\u7684 <\/em><\/h2>\n


\n
\n
\n \u52a0\u901f\u4e0b\u4e00\u4ee3\u806f\u7d61\u4e2d\u5fc3<\/u>
\n <\/strong>
\n <\/a>
\n<\/em><\/h2>\n<\/blockquote>\n

\u77ad\u89e3\u66f4\u591a<\/strong><\/p>\n

Cisco \u96f2\u7aef\u806f\u7d61\u4e2d\u5fc3 \u89e3\u6c7a\u65b9\u6848\u7db2\u9801<\/a><\/p>\n

\u5be6\u73fe 262% \u7684\u6295\u8cc7\u56de\u5831\u7387\uff1a Forrester Webex Contact Center \u7e3d\u7d93\u6fdf\u5f71\u97ff \uff08TEI\uff09 \u7814\u7a76<\/a><\/p>\n

Cisco \u88ab\u8b58\u5225\u70ba Arcisco \u7684\u5168\u7403\u9818\u5148\u4f01\u696d\uff0c\u9069\u7528\u4e8e\u667a\u6167\u578b\u806f\u7d61\u4e2d\u5fc3 2020<\/a><\/p>\n

\u56db\u7a2e\u65c5\u7a0b\uff0c\u540c\u4e00\u76ee\u6a19\uff1a \u96f2\u7aef\uff0c<\/a>Mc-Smith Analytics \u7684\u767d\u76ae\u66f8<\/p>\n","protected":false},"excerpt":{"rendered":"

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