{"id":385406,"date":"2020-09-03T15:44:42","date_gmt":"2020-09-03T22:44:42","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/guest-forrester-%e7%a0%94%e7%a9%b6%e7%9a%84%e6%9c%aa%e4%be%86%e5%b7%a5%e4%bd%9c%e7%b6%b2%e8%b7%af%e7%a0%94%e8%a8%8e%e6%9c%83%ef%bc%9a-%e9%a9%97%e8%ad%89-contact-center-%e5%9c%a8%e8%b3%87%e6%96%99\/"},"modified":"2020-09-03T15:44:42","modified_gmt":"2020-09-03T22:44:42","slug":"guest-forrester-%e7%a0%94%e7%a9%b6%e7%9a%84%e6%9c%aa%e4%be%86%e5%b7%a5%e4%bd%9c%e7%b6%b2%e8%b7%af%e7%a0%94%e8%a8%8e%e6%9c%83%ef%bc%9a-%e9%a9%97%e8%ad%89-contact-center-%e5%9c%a8%e8%b3%87%e6%96%99","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/guest-forrester-%e7%a0%94%e7%a9%b6%e7%9a%84%e6%9c%aa%e4%be%86%e5%b7%a5%e4%bd%9c%e7%b6%b2%e8%b7%af%e7%a0%94%e8%a8%8e%e6%9c%83%ef%bc%9a-%e9%a9%97%e8%ad%89-contact-center-%e5%9c%a8%e8%b3%87%e6%96%99\/","title":{"rendered":"Guest Forrester \u7814\u7a76\u7684\u672a\u4f86\u5de5\u4f5c\u7db2\u8def\u7814\u8a0e\u6703\uff1a \u9a57\u8b49 CONTACT Center \u5728\u8cc7\u6599\u4e2d\u5fc3\u4e2d\u7684\u89d2\u8272"},"content":{"rendered":"<h2><span><br \/>\n  <strong>\u6a4b\u63a5\u5169\u500b\u4e16\u754c\u4ee5\u53d6\u5f97\u66f4\u597d\u7684\u5ba2\u6236\u9ad4\u9a57<\/strong><br \/>\n<\/span><\/h2>\n<p>\u807d\u5230\u300c\u5ba2\u6236\u9ad4\u9a57\u300d\u5b57\u6a23\u6642\uff0c\u7b2c\u4e00\u500b\u8003\u616e\u7684\u662f\u4ec0\u9ebc\uff1f<\/p>\n<p>\u6109\u5feb\uff1f \u4ee4\u4eba \u6cae\u55aa\uff1f \u7c98\u6027\uff1f \u6df7\u4e82\uff1f\u00a0 \u57fa\u65bc\u4f5c\u70ba\u6d88\u8cbb\u8005\u6700\u96e3\u5fd8\u7684\u9ad4\u9a57\uff08\u7121\u8ad6\u662f\u597d\u7684\u9084\u662f\u5dee\u7684\uff09\u6211\u5011\u6bcf\u500b\u4eba\u90fd\u5177\u6709\u81ea\u5df1\u7684\u89c0\u9ede\u3002<\/p>\n<p>\u7576\u60a8\u807d\u5230\u300c\u5ba2\u6236\u670d\u52d9\u300d\u6642\u5982\u4f55\uff1f\u00a0 \u60a8\u53ef\u80fd\u6703\u5c07\u5169\u8005\u8996\u70ba\u76f8\u540c\u6216\u76f8\u540c\u3002 \u5be6\u969b\u4e0a\uff0c\u5169\u8005\u90fd\u662f\u7dca\u5bc6\u5730\u9023\u63a5\u5728\u4e00\u8d77\uff0c\u800c\u5be6\u969b\u4e0a\u5b83\u5011\u4f4d\u65bc\u6211\u5011\u5408\u4f5c\u7684\u516c\u53f8\u5167\u7684\u5169\u500b\u4e0d\u540c\u7684\u7126\u9ede\u5340\u57df\u3002 \u00a0\u6839\u64da Cisco <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/contact-center-survey-2020.html\"><\/a>\u7684\u5168\u7403\u806f\u7d61\u4e2d\u5fc3\u554f\u5377\u8abf\u67e5\uff0c\u73fe\u5728\u8d85\u904e\u4e00\u534a\u7684\u806f\u7d61\u4e2d\u5fc3\u5411\u4e00\u4f4d\u5ba2\u6236\u670d\u52d9\u4e3b\u7ba1\u5831\u544a\uff0c\u800c 72% \u7684\u806f\u7d61\u4e2d\u5fc3\u6c7a\u7b56\u8005\u8868\u793a\u5206\u5272\u7684\u5ba2\u6236\u9ad4\u9a57\u662f\u4ed6\u5011\u7684\u524d 5 \u5927\u696d\u52d9\u6311\u6230\u4e4b\u4e00\u3002<\/p>\n<p>Forrester \u5c07\u5ba2\u6236\u9ad4\u9a57\u5b9a\u7fa9\u70ba\u5ba2\u6236 <em>\u5982\u4f55\u611f\u77e5\u4ed6\u5011\u8207\u8cb4\u516c\u53f8\u7684\u4e92\u52d5\uff081\uff09\u3002<\/em> \u00a0\u63db\u53e5\u8a71\u8aaa\uff0c\u5ba2\u6236\u9ad4\u9a57\u662f\u4e00\u7a2e\u300c\u611f\u77e5\u300d\u3002 \u00a0\u800c\u5ba2\u6236\u670d\u52d9\u662f\u4e00\u7a2e\u300c\u4ecb\u5165\u300d\u3002 \u5f88\u591a\u516c\u53f8\u90fd\u6df7\u6dc6\u4e86\u5ba2\u6236\u9ad4\u9a57\u8207\u5ba2\u6236\u670d\u52d9\u7684\u5dee\u7570\uff0c\u5c0e\u81f4\u5c0d\u5ba2\u6236\u9ad4\u9a57 \uff08CLARITY\uff09 \u7684\u771f\u5be6\u64c1\u6709\u6b0a\u4e0d\u5920\u660e\u78ba\u3002 \u5169\u8005\u4e4b\u9593\u7684\u5354\u4f5c\u5c0d\u65bc\u6210\u529f\u4f7f\u7528\u5206\u516c\u53f8\u662f\u5341\u5206\u95dc\u9375\u3002<strong>\u00a0<\/strong><\/p>\n<h2><span><br \/>\n  <strong>\u52a0\u5165\u6211\u5011\u672a\u4f86\u7684\u5de5\u4f5c\u7db2\u8def\u7814\u8a0e\u6703<\/strong><br \/>\n<\/span><\/h2>\n<p><a href=\"HTTPs:\/\/use.webex.com\/achievecxsuccess\"><\/a> \u5728 2020 \u5e74 9 \u6708 10 \u65e5\u9031\u56db\uff08PT\/\u4e0b\u5348 10\uff1a00\uff09\u8207\u6211\u5011\u4e00\u8d77\u53c3\u52a0\u9019\u500b\u5177\u6709\u6d1e\u5bdf\u6027\u7684\u7db2\u8def\u7814\u8a0e\u6703\uff0c\u6b64\u7db2\u8def\u7814\u8a0e\u6703\u7684\u8a2a\u5ba2\u3001Forrester \u7814\u7a76\u5718\u968a\u7684\u9ad8\u7d1a\u5206\u6790\u8005 Faith Adams \u4ee5\u53ca Cisco Contact Center \u696d\u52d9\u55ae\u4f4d\u7684 Vinod Muthukrishnan\uff08CISCO \u7684\u806f\u7d61\u4e2d\u5fc3\u696d\u52d9\u4e3b\u7ba1\u548c\u9996\u5e2d\u57f7\u884c\u5b98\uff09\u5c07\u63a2\u8a0e\u9019\u5169\u500b\u7d44\u7e54\u4e4b\u9593\u7684\u660e\u986f\u5dee\u7570\u4ee5\u53ca\u9019\u5169\u500b\u5718\u968a\u5728\u5efa\u7acb\u6574\u9ad4\u7684\u5ba2\u6236\u670d\u52d9\u8a08\u756b\u7684\u6b65\u9a5f\uff0c\u5f9e\u800c\u7522\u751f\u66f4\u597d\u7684\u696d\u52d9\u6210\u679c\u3002<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-336929\" src=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-1024x707.png\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" srcset=\"https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-300x207.png 300w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-768x530.png 768w, https:\/\/storage.googleapis.com\/blogs-images\/ciscoblogs\/1\/2020\/09\/Screen-Shot-2020-09-03-at-1.53.33-PM-1024x707.png 1024w\" alt=\"\u767c\u8a00\u4eba\u95dc\u65bc\u672a\u4f86\u5de5\u4f5c\u7db2\u8def\u7814\u8a0e\u6703\u7684\u76f8\u7247\uff0c\u5305\u62ec Forrester \u7814\u7a76\u5718\u968a\u7684 Faith Adams \u9ad8\u7d1a\u5206\u6790\u54e1\u548c Cisco Contact Center \u7684 Vinod Muthukrishnan\" width=\"640\" height=\"442\" \/><\/p>\n<p>\u51fa\u5e2d\u6211\u5011\u7684\u7db2\u8def\u7814\u8a0e\u6703\u4e26\u6536\u5230 Forrester \u7814\u7a76\u6a94\u300c\u4e00\u4f4d\u5c08\u696d\u516c\u53f8\u5fc5\u9808\u8207\u5ba2\u6236\u670d\u52d9\u9818\u5c0e\u8005\u5354\u4f5c\u300d\u3002<\/p>\n<blockquote><p>\u6211\u5011\u671f\u5f85\u8207\u60a8\u4e00\u8d77\u89c0\u770b 9 <a href=\"HTTPs:\/\/use.webex.com\/achievecxsuccess\"><\/a> \u6708 10<sup>\u65e5\u6211\u5011\u672a\u4f86\u7684\u5de5\u4f5c\u7db2\u8def\u7814\u8a0e\u6703<\/sup>\uff01<\/p><\/blockquote>\n<p>\u8acb\u52d9\u5fc5\u4e5f\u67e5\u770b\u9019\u4e9b\u8cc7\u6e90\uff1a<\/p>\n<ul>\n<li><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">\u77ad\u89e3\u6709\u95dc Webex \u9ad4\u9a57\u7ba1\u7406\u7684\u8cc7\u8a0a<\/a><\/li>\n<li>\u8acb\u8a2a\u554f Cisco <a href=\"HTTPs:\/\/www.cisco.com\/go\/cc\">Contact Center \u89e3\u6c7a\u65b9\u6848<\/a> \u7db2\u7ad9\u3002<\/li>\n<\/ul>\n<p>\uff081\uff09 \u66f4\u591a\u8cc7\u8a0a\uff0cFORrester Research\uff0c Inc. 2020 \u5e74 7 \u6708 21 \u65e5\u77ad\u89e3\u66f4\u591a<strong>  HTTPs:\/\/blogs.cisco.com\/collaboration\/introducing-webex-experience-management-simple-ai-powered-journey-analytics-transforms-customer-and-agent-experiences HTTPs:\/\/blogs.cisco.com\/collaboration\/monthly-update-turbocharge-your-contact-center-with-cloud-based-cisco-webex-contact-center  <\/strong>HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-is-identified-as-a-leader-in-aragons-globe-for-intelligent-contact-center-2020<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Guest Forrester Research \u548c Cisco Contact Center \u63a2\u7d22\u4e86\u8cc7\u6599\u4e2d\u5fc3\u8207\u5ba2\u6236\u670d\u52d9\u4e4b\u9593\u7684\u95dc\u4fc2\uff0c\u4ee5\u5efa\u7acb\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u4e26\u6210\u529f\u9ad4\u9a57<\/p>\n","protected":false},"author":5487,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[8011,1579],"tags":[8158,4278],"class_list":["post-385406","post","type-post","status-publish","format-standard","hentry","category-8011","category-1579","tag-call-center-zh-hant","tag-contact-center-as-a-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Guest Forrester \u7814\u7a76\u7684\u672a\u4f86\u5de5\u4f5c\u7db2\u8def\u7814\u8a0e\u6703\uff1a \u9a57\u8b49 CONTACT Center \u5728\u8cc7\u6599\u4e2d\u5fc3\u4e2d\u7684\u89d2\u8272 | Webex Blog<\/title>\n<meta name=\"robots\" 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