{"id":388312,"date":"2020-01-27T10:09:24","date_gmt":"2020-01-27T18:09:24","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-zh-hant\/cisco-contact-center-%e7%94%a2%e5%93%81%e7%be%a4%e7%b5%84%ef%bc%9a-%e4%bd%bf%e5%ae%a2%e6%88%b6%e5%92%8c%e4%bb%a3%e7%90%86%e9%ab%94%e9%a9%97%e7%99%bc%e7%94%9f%e9%9d%a9%e5%91%bd\/"},"modified":"2020-01-27T10:09:24","modified_gmt":"2020-01-27T18:09:24","slug":"cisco-contact-center-%e7%94%a2%e5%93%81%e7%be%a4%e7%b5%84%ef%bc%9a-%e4%bd%bf%e5%ae%a2%e6%88%b6%e5%92%8c%e4%bb%a3%e7%90%86%e9%ab%94%e9%a9%97%e7%99%bc%e7%94%9f%e9%9d%a9%e5%91%bd","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/zh-hant\/%e5%ae%a2%e6%88%b6%e9%ab%94%e9%a9%97\/cisco-contact-center-%e7%94%a2%e5%93%81%e7%be%a4%e7%b5%84%ef%bc%9a-%e4%bd%bf%e5%ae%a2%e6%88%b6%e5%92%8c%e4%bb%a3%e7%90%86%e9%ab%94%e9%a9%97%e7%99%bc%e7%94%9f%e9%9d%a9%e5%91%bd\/","title":{"rendered":"Cisco Contact Center \u7522\u54c1\u7fa4\u7d44\uff1a \u4f7f\u5ba2\u6236\u548c\u4ee3\u7406\u9ad4\u9a57\u767c\u751f\u9769\u547d"},"content":{"rendered":"<p class=\"paragraph\"><span class=\"normaltextrun\">\u73fe\u5728\uff0c\u63d0\u4f9b\u51fa\u8272\u7684\u5ba2\u6236\u9ad4\u9a57\u6bd4\u4efb\u4f55\u898f\u6a21\u7684\u516c\u53f8\u90fd\u91cd\u8981\u3002 \u00a0\u5728 Bain &#038; Company \u7684\u4e00\u4efd\u5206\u6790\u4e2d\uff0c\u767c\u73fe\u54c1\u724c\u5982\u4f55\u611f\u77e5\u5176\u5ba2\u6236\u670d\u52d9\u8207\u5ba2\u6236\u5982\u4f55\u611f\u77e5\u76f8\u540c\u7684\u670d\u52d9\u4e4b\u9593\u767c\u73fe 10 \u500d\u591a\u7684\u82b1\u6a23\u3002\u00a0 \u4ed6\u5011\u8abf\u67e5\u4e86 362 \u5bb6\u516c\u53f8\uff0c\u4f46\u767c\u73fe\u5118\u7ba1 80% \u7684\u516c\u53f8\u8a8d\u70ba\u4ed6\u5011\u63d0\u4f9b\u4e86\u300c\u512a\u8d8a\u7684\u670d\u52d9\u300d\uff0c\u4f46\u53ea\u6709 8% \u7684\u516c\u53f8\u5ba2\u6236\u8a8d\u70ba\u9019\u4e00\u9ede\u3002\u00a0 \u9019\u7a2e\u5de8\u5927\u7684\u5dee\u7570\u6b63\u5728\u63a8\u52d5\u5c0d\u91cd\u65b0\u5efa\u7acb\u516c\u53f8\u5982\u4f55\u63d0\u4f9b\u5ba2\u6236\u9ad4\u9a57\u9032\u884c\u5927\u91cf\u6295\u8cc7\u3002\u00a0 \u5728\u6211\u5011\u7684\u5c0d 7 \u500b\u570b\u5bb6\u548c\u5730\u5340\u7684 700<\/span> <a href=\"HTTPs:\/\/www.cisco.com\/go\/cc\"><\/a> \u4f4d\u806f\u7d61\u4e2d\u5fc3\u4e3b\u7ba1\u7684\u554f\u5377\u8abf\u67e5\u4e2d\uff0c79% \u540c\u610f\u5ba2\u6236\u9ad4\u9a57\u5c0d\u696d\u52d9\u6210\u679c\u5177\u6709\u986f\u8457\u5f71\u97ff\u3002\u00a0 \u5be6\u969b\u4e0a\uff0c\u5728\u5927\u91cf\u4f01\u696d\u4e2d\uff0c\u5ba2\u6236\u9ad4\u9a57\u7684\u5ea6\u91cf\uff08\u4f8b\u5982\u6de8\u653e\u5927\u5206\u6578\uff08NPS\uff09\uff09\u5df2\u9032\u5165\u5230\u4e3b\u7ba1\u88dc\u511f\u4e2d\u3002\u00a0 \u6240\u6709\u9019\u4e9b\u6b63\u5728\u63a8\u52d5\u6211\u5011\u884c\u696d\u767c\u751f\u91cd\u5927\u8b8a\u66f4\u3002<\/p>\n<p class=\"paragraph\">\u9019\u8b93\u6211\u5011\u7684\u4efb\u4f55\u4e00\u65b9\u90fd\u4e0d\u61c9\u611f\u5230\u610f\u5916\u3002 \u4f46\u771f\u6b63\u7684\u554f\u984c\u662f\u300c\u5982\u4f55\u5efa\u7acb\u90a3\u4e9b\u8aac\u660e\u6211\u5011\u7522\u751f\u671f\u671b\u7684\u7d50\u679c\u7684\u9ad4\u9a57\uff1f\u300d \u9019\u4e9b\u662f\u5718\u968a\u7684\u5c0d\u8a71\uff0c\u6211\u8207\u5ba2\u6236\u9032\u884c\u5354\u4f5c\uff0c\u4ee5\u66f4\u597d\u5730\u77ad\u89e3\u4ed6\u5011\u7684\u696d\u52d9\u9700\u6c42\u3002\u00a0 Cisco \u8a8d\u70ba\u5b83\u5f9e\u5167\u90e8\u958b\u59cb\uff0c\u5f9e\u54e1\u5de5\u958b\u59cb\u3002 <span class=\"normaltextrun\">\u7576\u60a8\u70ba\u54e1\u5de5\u5e36\u4f86\u6a02\u8da3\u4e26\u589e\u5f37\u5176\u80fd\u529b\u6642\uff0c\u5b83\u5c07\u5c0d\u60a8\u7684\u5ba2\u6236\u5c0d\u516c\u53f8\u7684\u611f\u53d7\u7522\u751f Domino \u6548\u61c9\uff0c\u5f9e\u800c\u7372\u5f97\u66f4\u9ad8\u7684\u6eff\u610f\u5ea6\u3001\u91cd\u8907\u696d\u52d9\u548c\u6539\u9032\u7684 NPS\u3002<\/span><\/p>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u56e0\u6b64\uff0c\u6211\u5011\u5c0d <\/span><a href=\"HTTPs:\/\/www.ciscolive.com\/emea.html\">\u6211\u5011\u4eca\u5929\u5728\u5df4\u585e\u9686\u7d0d\u7684 Cisco Live \u4e2d\u5ba3\u4f48\u7684\u516c\u544a\u611f\u5230<\/a><span class=\"normaltextrun\"> \u5341\u5206\u6fc0\u52d5\u3002 \u00a0\u6211\u5011\u6b63\u5728\u5f15\u5165\u8a31\u591a\u65b0\u529f\u80fd\uff0c\u9019\u4e9b\u529f\u80fd\u53ef\u8aac\u660e\u6211\u5011\u7684\u5ba2\u6236\u4eab\u53d7\u66f4\u9ad8\u7684\u6548\u7387\u548c\u5ba2\u6236\u898b\u89e3\uff0c\u4e26\u70ba\u5927\u578b\u806f\u7d61\u4e2d\u5fc3\u5c07\u5176\u904b\u4f5c\u79fb\u81f3\u96f2\u7aef\u63d0\u4f9b\u7121\u7e2b\u8def\u5f91\u3002 <\/span><\/p>\n<h2><span><br \/>\n  <strong>\u516c\u544a\u4eae\u9ede<\/strong><br \/>\n<\/span><\/h2>\n<ul>\n<li>\u6574\u5408\u7531 Voicea \u548c Google Cloud \u7684 Contact Center AI \u63d0\u4f9b\u7684\u65b0\u8a17\u7ba1\u529f\u80fd\uff0c\u5c07\u5ba2\u670d\u8f49\u8b8a\u70ba\u300c\u8d85\u7d1a\u4ee3\u7406\u300d\u3002<\/li>\n<li><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-experience-management\/index.html\">\u63a8\u51fa Webex \u9ad4\u9a57\u7ba1\u7406<\/a> \uff08\u4e4b\u524d\u5373 CloudCherry\uff09\uff0c\u6211\u5011\u65b0\u7684\u5ba2\u6236\u9ad4\u9a57\u7ba1\u7406\u89e3\u6c7a\u65b9\u6848\u8207 Cisco Contact Center \u89e3\u6c7a\u65b9\u6848\u552f\u4e00\u6574\u5408\u3002<\/li>\n<li><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/webex-contact-center-enterprise\/index.html\">\u6211\u5011\u9069\u7528\u4e8e\u5927\u578b\u4f01\u696d\u7684\u65b0\u7684\u96f2\u7aef\u806f\u7d61\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848 Webex Contact Center Enterprise<\/a>\u73fe\u5df2\u5728\u5168\u7403\u7bc4\u570d\u5167\u63d0\u4f9b\u3002<\/li>\n<li>\u6211\u5011\u9069\u7528\u4e8e Unified Contact Center <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-enterprise\/index.html\">Enterprise<\/a>  <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\">\u548c Express<\/a> \u7684\u6700\u65b0\u6700\u65b0\u7248\u672c 12.5 \u73fe\u5df2\u63d0\u4f9b\uff0c\u5305\u62ec\u591a\u7a2e\u5f15\u4eba\u6ce8\u76ee\u7684\u529f\u80fd\uff0c\u5305\u62ec\u4ee3\u7406\u684c\u9762\u8207 Voicea \u4e4b\u6574\u5408\uff08\u5728\u73fe\u5834\u8a66\u7528\uff09\u548c Webex \u9ad4\u9a57\u7ba1\u7406\u3002<\/li>\n<\/ul>\n<h2><span><br \/>\n  <strong>\u5efa\u7acb AI \u64f4\u589e\u300c\u8d85\u7d1a\u4ee3\u7406\u300d<\/strong><br \/>\n<\/span><\/h2>\n<p>\u6839\u64da Global Data \u7684\u4e00\u9805\u7814\u7a76\uff0c\u63d0\u9ad8\u4ee3\u7406\u6eff\u610f\u5ea6\u4e26\u6e1b\u5c11\u4ee3\u7406\u90e8\u7f72\u91cf\u662f\u806f\u7d61\u4e2d\u5fc3\u90e8\u7f72 AI \u6280\u8853\u7b2c\u4e00\u500b\u597d\u8655\u3002 \u6b64\u5916\uff0c\u52a0\u5165\u65b0\u8cc7\u6e90\u7684\u6210\u672c\u5f88\u9ad8 &#8211; \u901a\u5e38\u6bcf\u500b\u4ee3\u7406 10\uff0c000 \u81f3 20\uff0c000 \u7f8e\u5143\u4e4b\u9593\u3002\u00a0 \u9019\u5c31\u662f Cisco \u5c07\u667a\u6167\u8f38\u5165\u5ba2\u670d\u4eba\u54e1\u65e5\u5e38\u9ad4\u9a57\u4e2d\uff0c\u8b93\u5ba2\u670d\u4eba\u54e1\u751f\u6d3b\u66f4\u8f15\u9b06\u3001\u66f4\u5177\u751f\u7522\u529b\u7684\u539f\u56e0\u3002 \u9019\u5c07\u63d0\u9ad8\u4ee3\u7406\u5de5\u4f5c\u6548\u7387\u3001\u964d\u4f4e\u4ee3\u7406\u6d41\u5931\u7387\u4e26\u56e0\u6b64\u6539\u5584\u5ba2\u6236\u670d\u52d9\u3002 \u6211\u5011\u5be6\u73fe\u6b64\u76ee\u6a19\u7684\u65b9\u6cd5\u4e4b\u4e00\u662f\u5229\u7528\u6700\u597d\u8a2d\u8a08\u7684\u6280\u8853\uff0c\u900f\u904e\u6700\u8fd1\u4e00\u6b21\u6536\u8cfc\uff08\u4f8b\u5982 Voicea <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-contact-center-google-ai\">\uff09\u7d50\u5408\u6211\u5011\u7684\u5167\u90e8 AI \u529f\u80fd\uff0c\u4ee5\u53ca\u4e00\u6d41\u7684\u5408\u4f5c\u5925\u4f34\u6280\u8853\uff08\u4f8b\u5982 Google Cloud \u7684 Contact Center AI<\/a>\uff09\u3002<\/p>\n<p>\u4f8b\u5982\uff0c\u6211\u5011\u65b0\u7684 Voicea \u6574\u5408\u5229\u7528\u7cbe\u78ba\u7684\u8a9e\u97f3\u6587\u5b57\u6280\u8853\u4f86\u63d0\u4f9b\u901a\u8a71\u526f\u672c\u548c\u6458\u8981\uff0c\u4ee5\u81ea\u52d5\u5316\u4ee3\u7406\u7684\u901a\u8a71\u6574\u7406\uff0c\u7bc0\u7701\u6642\u9593\u4e26\u78ba\u4fdd\u4e0d\u6703\u8655\u7406\u4efb\u4f55\u52d5\u4f5c\u5c08\u6848\u3002 \u4e26\u4e14\u6211\u5011\u5df2\u78ba\u4fdd\u901a\u8a71\u4eae\u9ede\u53ef\u4ee5\u81ea\u52d5\u8207 CRM \u61c9\u7528\u7a0b\u5f0f\u540c\u6b65\uff0c\u4ee5\u4fbf\u4ee3\u7406\u548c\u76e3\u7763\u54e1\u5c07\u60a8\u6240\u6709\u5ba2\u6236\u8cc7\u8a0a\u90fd\u653e\u5728\u4e00\u500b\u5730\u65b9\u3002<\/p>\n<p>\u6211\u5011\u4ee5 Google Dialogflow \u5efa\u57fa\u65bc AI \u7684\u81ea\u52a9\u5f0f\u529f\u80fd\uff0c\u5229\u7528 AI \u548c NLU \u4f86\u6539\u9032\u5ba2\u670d\u4eba\u54e1\u53ca\u5ba2\u6236\u7684\u9ad4\u9a57\u3002 \u6b63\u5728\u547c\u53eb\u806f\u7d61\u4e2d\u5fc3\u7684\u5ba2\u6236\u4eab\u53d7\u66f4\u76f4\u89c0\u5730\u8655\u7406\u7c21\u55ae\u8acb\u6c42\u7684\u9ad4\u9a57\uff0c\u800c\u4ee3\u7406\u53ef\u4ee5\u514d\u9664\u91cd\u8907\u7684\u3001\u7c21\u55ae\u7684\u4efb\u52d9\uff0c\u800c\u9019\u4e9b\u5de5\u4f5c\u53ef\u4ee5\u8f15\u9b06\u7531 IVR \u6216\u804a\u5929\u6a5f\u5668\u4eba\u6216\u865b\u64ec\u52a9\u7406\u8655\u7406\u3002\u00a0<strong><br \/>\n  <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/ciscos-global-contact-center-survey-2020-reveals-cloud-transition-and-customer-experience-business-needs\">Cisco \u88ab\u8b58\u5225\u70ba Ar\u4ee5\u5168\u7403\u667a\u6167\u578b\u806f\u7d61\u4e2d\u5fc3 2020 \u5e74\u7684\u9818\u5c0e\u8005<\/a><br \/>\n<\/strong><\/p>\n<h2><span><br \/>\n  <strong>\u60a8\u6709\u591a\u77ad\u89e3\u60a8\u7684\u5ba2\u6236\uff1f<\/strong><br \/>\n<\/span><\/h2>\n<p>\u53bb\u5e74 5 \u6708\u6211\u5011\u5b8c\u6210\u5c0d CloudCherry \u7684\u6536\u8cfc\uff0c\u73fe\u5728\u6211\u5011\u5c07 Webex Experience Management \u5f15\u5165\u70ba Cisco \u7684\u7b2c\u4e00\u500b\u5ba2\u6236\u9ad4\u9a57\u7ba1\u7406 \uff08CEM\uff09 \u89e3\u6c7a\u65b9\u6848\u3002 \u6211\u5011\u505a\u4e86\u5f88\u591a\u4e8b\uff0c\u800c\u4e0d\u53ea\u662f\u70ba\u5ba2\u6236\u63d0\u4f9b\u96e3\u4ee5\u7f6e\u4fe1\u7684 AI \u652f\u63f4 CEM \u5e73\u81fa\uff0c\u8a72\u5e73\u81fa\u4f7f\u5ba2\u6236\u80fd\u5920\u91dd\u5c0d\u4ed6\u5011\u516c\u53f8\u5167\u5ba2\u6236\u7684\u610f\u898b\u56de\u994b\u548c\u9ad4\u9a57\u9032\u884c\u6709\u610f\u7fa9\u7684\u5206\u6790\u3002<\/p>\n<p>\u958b\u59cb\u6642\uff0c\u6211\u5011\u5c07\u552f\u4e00\u5730\u5c07\u5354\u4f5c\u4e2d\u5fc3\u8207\u806f\u7d61\u4e2d\u5fc3\u878d\u5408\u5728\u4e00\u8d77\uff0c\u4f7f\u4ee3\u7406\u548c\u5ba2\u6236\u9ad4\u9a57\u767c\u751f\u9769\u547d\u3002 \u00a0\u806f\u7d61\u4e2d\u5fc3\u4ee3\u7406\u73fe\u5728\u53ef\u4ee5\u638c\u63e1\u5373\u6642\u7684\u5ba2\u6236\u9ad4\u9a57\u8cc7\u6599\uff0c\u5f9e\u800c\u8ce6\u4e88\u4ed6\u5011\u4ee5\u66f4\u9ad8\u7684\u77e5\u540d\u5ea6\u771f\u6b63\u500b\u4eba\u5316\u8207\u5ba2\u6236\u4e4b\u9593\u7684\u53c3\u8207\u5ea6\uff0c\u5f9e\u800c\u5efa\u7acb\u66f4\u597d\u7684\u95dc\u4fc2\u53ca\u696d\u52d9\u6210\u679c\u3002<\/p>\n<p>\u4f5c\u70ba\u6d88\u8cbb\u8005\uff0c\u60f3\u4e00\u60f3\u60a8\u767c\u8a00\u7684\u4ee3\u7406\u82e5\u662f\u90a3\u9ebc\u5f37\u5927\uff0c\u90a3\u9ebc\u53ef\u4ee5\u6e05\u695a\u5730\u77e5\u9053\u60a8\u5c0d\u65bc\u4ed6\u5011\u7684\u516c\u53f8\u7684\u611f\u53d7\uff0c\u4ee5\u53ca\u60a8\u7684\u904e\u53bb\u9ad4\u9a57\uff08\u597d\u7684\u8207\u58de\u7684\uff09\u4ee5\u53ca\u5148\u524d\u8cfc\u8cb7\u7684\u9ad4\u9a57\uff0c\u800c\u7121\u9700\u544a\u77e5\u4ed6\u5011\u3002 \u60a8\u662f\u5426\u611f\u8b1d\u5c0d\u8de8\u4efb\u4f55\u4e92\u52d5\u7ba1\u9053\u63d0\u4f9b\u7684\u610f\u898b\u56de\u994b\u63d0\u4f9b\u5373\u6642\u3001\u500b\u4eba\u5316\u8ffd\u8e64\uff1f \u4f7f\u7528 Webex \u9ad4\u9a57\u7ba1\u7406\uff0c\u73fe\u5728\u53ef\u4ee5\u9019\u6a23\u505a\u3002 \u6240\u6709\u9019\u4e9b\u5167\u5bb9\u90fd\u5c07\u4f7f\u806f\u7d61\u4e2d\u5fc3\u4ee3\u7406\u6210\u70ba\u4e16\u754c\u7d1a\u7684\u9ad4\u9a57\u6307\u5357\uff0c\u9019\u4e9b\u6307\u5357\u77e5\u9053\u60a8\u7684\u8def\u5f91\uff0c\u4e26\u8aac\u660e\u60a8\u5728\u9700\u6c42\u51fa\u73fe\u6642\u3002<\/p>\n<p>\u00a0<\/p>\n<p><a href=\"HTTPs:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-309918\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey.png\" sizes=\"auto, (max-width: 647px) 100vw, 647px\" srcset=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey-300x187.png 300w, https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Webex-Experience-Management-journey.png 647w\" alt=\"\u4f7f\u7528 Webex \u9ad4\u9a57\u7ba1\u7406\uff0c\u73fe\u5728\u53ef\u4ee5\u9019\u6a23\u505a\u3002 \u6240\u6709\u9019\u4e9b\u5167\u5bb9\u90fd\u5c07\u4f7f\u806f\u7d61\u4e2d\u5fc3\u4ee3\u7406\u6210\u70ba\u4e16\u754c\u7d1a\u7684\u9ad4\u9a57\u6307\u5357\uff0c\u9019\u4e9b\u6307\u5357\u77e5\u9053\u60a8\u7684\u8def\u5f91\uff0c\u4e26\u8aac\u660e\u60a8\u5728\u9700\u6c42\u51fa\u73fe\u6642\u3002\" width=\"647\" height=\"404\" \/><br \/>\n<\/a><\/p>\n<h2 class=\"paragraph\"><span class=\"normaltextrun\"><br \/>\n  <b>\u6eff\u8db3\u5927\u578b\u806f\u7d61\u4e2d\u5fc3\u7368\u7279\u7684\u9700\u6c42<\/b><br \/>\n<\/span><\/h2>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u5728\u5927\u578b\u4f01\u696d\u5ba2\u6236\u7684\u5354\u52a9\u4e0b\uff0c\u6211\u5011\u5efa\u7acb\u4e86\u4e00\u500b\u4ed6\u5011\u53ef\u4ee5\u4fe1\u4efb\u96f2\u7aef\u7684\u89e3\u6c7a\u65b9\u6848 &#8211; <\/span><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-introduces-cloud-based-webex-contact-center-portfolio-at-annual-cisco-apjc-contact-centre-symposium\">Webex Contact Center Enterprise<\/a><span class=\"normaltextrun\">\u3002 \u6b64\u5f37\u5927\u7684\u96f2\u7aef\u806f\u7d61\u4e2d\u5fc3\u89e3\u6c7a\u65b9\u6848\u64f4\u5145\u70ba\u6578\u4ee5\u5343\u8a08\u7684\u4ee3\u7406\uff0c\u4e26\u7d50\u5408\u53ef\u64f4\u5145\u6027\u3001\u529f\u80fd\u6df1\u5ea6\u548c\u5b89\u5168\u6027\uff0c\u63d0\u4f9b\u5be6\u7528\u7684\u96f2\u7aef\u4f4e\u5e72\u64fe\u8def\u5f91\u3002 <\/span><\/p>\n<p class=\"paragraph\"><span class=\"normaltextrun\">Webex Contact Center Enterprise \u5c08\u70ba\u5927\u578b\u8907\u96dc\u4f01\u696d\u7684\u9700\u6c42\u6240\u8a2d\u8a08\uff0c\u7531 Cisco \u64c1\u6709\u3001\u7ba1\u7406\u3001\u5728\u60a8\u81ea\u5df1\u7684\u8cc7\u6599\u4e2d\u5fc3\u4e2d\u904b\u4f5c\uff0c\u4e14\u7531\u6211\u5011\u7684\u96f2\u7aef\u57fa\u790e\u67b6\u69cb\u63d0\u4f9b\u652f\u63f4\uff0c\u4e26\u7b26\u5408 Cisco \u5e02\u5834\u9818\u5148\u7684\u5b89\u5168\u6027\u548c\u96b1\u79c1\u6b0a\u6a19\u6e96\u3002 \u5b83\u7684\u529f\u80fd\u8c50\u5bcc\uff0c\u5305\u62ec\u7528\u65bc\u5354\u529b\u5ee0\u5546\u61c9\u7528\u7a0b\u5f0f\u6574\u5408\u7684 API\uff0c\u4ee5\u53ca\u4ee5\u96f2\u7aef\u670d\u52d9\u63d0\u4f9b\u7684\u5b8c\u6574\u9032\u7d1a\u61c9\u7528\u7a0b\u5f0f\u3002 Webex Contact Center Enterprise \u53ef\u4ee5\u5728\u5168\u7403\u7684 Cisco \u8cc7\u6599\u4e2d\u5fc3\uff08\u5317\u7f8e\u3001\u6b50\u6d32\u3001\u6fb3\u6d32\u548c\u4e9e\u6d32\uff09\u63d0\u4f9b\u3002 \u5b83\u662f\u4e00\u7a2e\u7368\u7279\u7684 SaaS \u7522\u54c1\uff0c\u662f Cisco \u8cc7\u6599\u4e2d\u5fc3\u4e2d\u591a\u91cd\u5be6\u4f8b\u7684\u4e00\u90e8\u5206\uff0c\u5728\u516c\u7528\u96f2\u7aef\u5177\u6709\u591a\u500b\u79df\u4f7f\u7528\u8005\u5143\u4ef6\u3002\u00a0 \u8207\u4e4b\u524d\u7684 HCS \u7522\u54c1\u4e0d\u540c\uff0c\u57fa\u672c\u5e33\u6236\u53ef\u5728 \u5c0f\u6642\u800c\u975e \u5e7e\u500b\u6708\u5167\u63d0\u4f9b\uff0c\u5176\u8a31\u591a\u529f\u80fd\u53ef\u4ee5\u6301\u7e8c\u7121\u7e2b\u5347\u7d1a\u3002<\/span><\/p>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u82e5\u8981\u77ad\u89e3\u66f4\u591a\u6709\u95dc\u9019\u500b <\/span><a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/cloud-contact-center-solutions\/index.html\">\u5f15\u4eba\u6ce8\u76ee\u7684\u96f2\u7aef<\/a> <span class=\"normaltextrun\">\u89e3\u6c7a\u65b9\u6848\uff0c <a href=\"HTTPs:\/\/engage2demand.cisco.com\/LP=19292?ecid=22948&#038;dtid=oemzzz000233&#038;ccid=cc001193&#038;oid=wbrco019795\"><\/a> \u8acb\u8207 McGee-Smith Analytics \u9996\u5e2d\u5206\u6790\u54e1\u548c\u7e3d\u88c1 Sheila McGee Smith \u7e7c\u7e8c\u95dc\u6ce8\u5373\u5c07\u9032\u884c\u7684\u7db2\u8def\u7814\u8a0e\u6703\u3002 <\/span><\/p>\n<h2 class=\"paragraph\"><span class=\"normaltextrun\"><br \/>\n  <b>\u96f2\u7aef- \u70ba\u5167\u90e8\u90e8\u7f72\u7522\u54c1\u7fa4\u7d44\u63d0\u4f9b\u96fb\u529b<\/b><br \/>\n<\/span><\/h2>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u4e0d\u8ad6\u6211\u5011\u7684\u5ba2\u6236\u64c1\u6709\u5176\u806f\u7d61\u4e2d\u5fc3\u7cfb\u7d71\u9084\u662f\u8a02\u95b1\u6b64\u7cfb\u7d71\u4f5c\u70ba\u670d\u52d9\uff0c\u6211\u5011\u7684\u76ee\u6a19\u662f\u8aac\u660e\u5b83\u5011\u5f9e\u8af8\u5982\u667a\u6167\u578b\u667a\u6167\u548c\u96f2\u7aef\u8cc7\u6599\u5206\u6790\u7b49\u5275\u65b0\u6280\u8853\u7372\u76ca\u3002 \u6211\u5011\u7684\u6700\u65b0\u767c\u884c\u7248\u672c 12.5 \u8b49\u660e\u9019\u4e00\u9ede\uff0c\u9019\u4f7f\u5ba2\u6236\u80fd\u5920\u8f15\u9b06\u5730\u5c07\u5176\u806f\u7d61\u4e2d\u5fc3\u8207\u9032\u7d1a\u96f2\u7aef\u670d\u52d9\u6574\u5408\uff0c\u4f8b\u5982\u96f2\u7aef\u578b\u5206\u6790\u5831\u544a\u5de5\u5177\u4ee5\u53ca\u8a9e\u97f3\u8f49\u5beb\u8207 Voicea \u4e4b\u6574\u5408\uff0c\u4ee5\u53ca\u7528\u65bc\u5ba2\u6236\u610f\u898b\u56de\u994b\u5ea6\u91cf\u7684 Webex \u9ad4\u9a57\u7ba1\u7406 \uff08\u76f4\u63a5\u5728\u4ee3\u7406\u684c\u9762\u4e0a\uff09\u3002 <\/span><\/p>\n<p>\u00a0<\/p>\n<p><a href=\"HTTPs:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering.png\"><br \/>\n  <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-309800 size-full\" src=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering.png\" sizes=\"auto, (max-width: 710px) 100vw, 710px\" srcset=\"https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering-300x169.png 300w, https:\/\/alln-extcloud-storage.cisco.com\/blogs\/1\/2020\/01\/Cloud-Powering.png 710w\" alt=\" Cisco Contact Center \u7522\u54c1\u7fa4\u7d44\u589e\u5f37\u4f7f\u5ba2\u6236\u548c\u4ee3\u7406\u9ad4\u9a57\u767c\u751f\u4e86\u9769\u547d\" width=\"710\" height=\"400\" \/><br \/>\n<\/a><\/p>\n<h2><span><br \/>\n  <strong>\u4e0b\u4e00\u6b65\u505a\u4ec0\u9ebc\uff1f<\/strong><br \/>\n<\/span><\/h2>\n<p class=\"paragraph\"><span class=\"normaltextrun\">\u6211\u5c0d\u65bc\u9019\u4e9b\u65b0\u670d\u52d9\u5c07\u7d66\u6211\u5011\u7684\u5ba2\u6236\u5e36\u4f86\u7684\u6a5f\u6703\u5341\u5206\u81ea\u4fe1\u548c\u6fc0\u52d5\u3002 <\/span><span class=\"normaltextrun\">\u6211\u5011\u5c07\u7e7c\u7e8c\u767c\u5c55\u7522\u54c1\u7fa4\u7d44\uff0c\u4e26\u65b0\u589e\u529f\u80fd\uff0c\u4f7f\u6240\u6709\u5ba2\u6236\u7372\u76ca\uff0c\u4ee5\u53ca\u5ba2\u6236\u5982\u4f55\u70ba\u5ba2\u6236\u63d0\u4f9b\u96e3\u5fd8\u7684\u9ad4\u9a57\u3002<\/span><\/p>\n<blockquote><p>\u82e5\u8981\u77ad\u89e3\u66f4\u591a\u6709\u95dc Cisco Contact Center \u89e3\u6c7a\u65b9\u6848\u7684\u8cc7\u8a0a\uff0c\u8acb\u6d41\u89bd <a href=\"HTTPs:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/index.html\">\u6211\u5011\u7684\u7db2\u7ad9<\/a><\/p><\/blockquote>\n<hr \/>\n<p><strong>\u9032\u4e00\u77ad\u89e3\u66f4\u591a\u8cc7\u8a0aCisco \u5728\u4e00\u5e74\u4e00\u5ea6 Cisco APJC Contact Center \u7684 Cisco APJC Contact Center \u4e2d\u5f15\u5165\u96f2\u7aef\u578b Webex Contact Center \u7522\u54c1\u7fa4\u7d44<\/strong><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-introduces-cloud-based-webex-contact-center-portfolio-at-annual-cisco-apjc-contact-centre-symposium\">  Cisco \u6191\u85c9 12.5<\/a><a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/cisco-brings-the-power-of-the-cloud-and-ai-to-contact-centers-with-release-12-5?dtid=osscdc000283\">  \u7248\u5c07\u96f2\u7aef\u548c AI \u7684\u529b\u91cf\u5f15\u5165\u806f\u7d61\u4e2d\u5fc3\uff0c\u70ba\u4ec0\u9ebc\u60a8\u9700\u8981\u70ba\u806f\u7d61\u4e2d\u5fc3\u63d0\u4f9b\u4fdd\u8b77\u5957<\/a>  <a href=\"HTTPs:\/\/blogs.cisco.com\/collaboration\/contact-center-guardrails\"><\/a><\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cisco \u7684 AI \u652f\u63f4\u7684\u8cc7\u6599\u9a45\u52d5\u529f\u80fd\u70ba\u5ba2\u670d\u4e2d\u5fc3\u4ee3\u7406\u63d0\u4f9b\u74b0\u5883\u53ca\u610f\u898b\u56de\u994b\u652f\u63f4\uff0c\u4ee5\u6539\u5584\u5ba2\u6236\u9ad4\u9a57 <\/p>\n","protected":false},"author":5480,"featured_media":374702,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[8011,1579],"tags":[4278,12061],"class_list":["post-388312","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-8011","category-1579","tag-contact-center-as-a-service","tag-12061"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cisco Contact Center \u7522\u54c1\u7fa4\u7d44\uff1a \u4f7f\u5ba2\u6236\u548c\u4ee3\u7406\u9ad4\u9a57\u767c\u751f\u9769\u547d | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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content=\"2020-01-27T18:09:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2021\/10\/Cisco_Headset_500_Series_Contact_Center_AW11738.png\" \/>\n\t<meta property=\"og:image:width\" content=\"975\" \/>\n\t<meta property=\"og:image:height\" content=\"554\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Omar Tawakol\" \/>\n<meta name=\"twitter:label1\" content=\"\u4f5c\u8005:\" \/>\n\t<meta name=\"twitter:data1\" content=\"Omar Tawakol\" \/>\n\t<meta name=\"twitter:label2\" content=\"\u9810\u4f30\u95b1\u8b80\u6642\u9593\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 \u5206\u9418\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/blog.webex.com\/customer-experience\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/blog.webex.com\/customer-experience\/cisco-contact-center-portfolio-enhancements-revolutionize-customer-and-agent-experiences\/\"},\"author\":{\"name\":\"Omar Tawakol\",\"@id\":\"https:\/\/blog.webex.com\/es\/#\/schema\/person\/68c83c0017430ff9b74b899e8245aa00\"},\"headline\":\"Cisco Contact Center \u7522\u54c1\u7fa4\u7d44\uff1a 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