{"id":1298,"date":"2014-10-09T12:06:00","date_gmt":"2014-10-09T12:06:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-10-09T12:06:00","modified_gmt":"2014-10-09T12:06:00","slug":"safety-industry-leader-goes-with-cloud-contact-center-platform","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/safety-industry-leader-goes-with-cloud-contact-center-platform\/","title":{"rendered":"Un leader du secteur de la s\u00e9curit\u00e9 opte pour une plateforme de centre de contact dans le cloud"},"content":{"rendered":"
\n

9 octobre 2014<\/p>\n

\n

<\/p>\n<\/div>\n

Un acteur mondial du secteur des produits et services de s\u00e9curit\u00e9 a annonc\u00e9 avoir choisi la plateforme de centre de contact cloud prim\u00e9e d'inContact pour ses propres besoins.<\/p>\n

Auparavant, l'entreprise (qui a souhait\u00e9 rester anonyme, conform\u00e9ment aux protocoles d'inContact) avait signal\u00e9 qu'elle \u00e9tait constamment confront\u00e9e \u00e0 des interruptions de service et \u00e0 des limitations du syst\u00e8me en raison de son ancien syst\u00e8me sur site. En raison de ces probl\u00e8mes, entre autres, sa capacit\u00e9 \u00e0 offrir un service client de haut niveau et \u00e0 adopter une approche plus intelligente dans ses op\u00e9rations en contact avec la client\u00e8le \u00e9tait entrav\u00e9e, ce qui, par cons\u00e9quent, freinait sa croissance.<\/p>\n

Mais l'entreprise a d\u00e9clar\u00e9 qu'elle allait d\u00e9sormais mettre en place la plateforme cloud d'inContact, qui repose sur un syst\u00e8me de r\u00e9partition automatique des appels (ACD) et un serveur vocal interactif (IVR). Cela permettra de s'assurer que les clients soient orient\u00e9s vers l'agent le plus comp\u00e9tent pour r\u00e9pondre \u00e0 chacun de leurs besoins sp\u00e9cifiques.<\/p>\n

Dans un communiqu\u00e9, inContact a indiqu\u00e9 qu'elle allait mettre en \u0153uvre sa solution compl\u00e8te, comprenant une gamme compl\u00e8te de logiciels d'optimisation des effectifs con\u00e7us pour tirer le meilleur parti de chaque interaction.<\/p>\n

Les responsables de l'entreprise ont confirm\u00e9 que le nouveau client d'inContact allait \u00e9galement d\u00e9ployer la solution \u00ab Analytics Driven Quality \u00bb de la soci\u00e9t\u00e9, ce qui permettra d'adopter une approche encore plus intelligente du processus de gestion de la qualit\u00e9.<\/p>\n

Les r\u00e9sultats seront ensuite analys\u00e9s et transf\u00e9r\u00e9s vers l'ACD via le syst\u00e8me de centre de contact \u00ab Workforce-Intelligent \u00bb d'inContact, qui permettra non seulement de mettre \u00e0 jour les niveaux de comp\u00e9tence des agents, mais aussi d'ajuster le flux de clients en fonction des besoins.<\/p>\n

Par ailleurs, l'entreprise a \u00e9galement choisi de recueillir des retours d'exp\u00e9rience et des informations gr\u00e2ce \u00e0 l'offre \u201c Every Customer Has an Opinion \u201d d'inContact, dans le but de maintenir et d'am\u00e9liorer son niveau de service d\u00e9j\u00e0 \u00e9lev\u00e9.<\/p>\n

\u201c L'interaction avec les clients est au c\u0153ur de notre secteur, et il est essentiel d'offrir une exp\u00e9rience client positive depuis le premier contact jusqu'\u00e0 la r\u00e9solution du probl\u00e8me \u201d, a soulign\u00e9 Paul Jarman, PDG d'inContact, dans un communiqu\u00e9 annon\u00e7ant l'accord. \u201c Notre gamme de centres de contact dans le cloud unifie les interactions sur plusieurs canaux au sein d'une plateforme \u00e9prouv\u00e9e et \u00e9volutive, qui apporte aux entreprises ce dont elles ont besoin sur des march\u00e9s sp\u00e9cialis\u00e9s. \u201d<\/p>\n<\/div>\n

<\/p>\n

<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

October 09, 2014 A global player in safety products and services announced it has selected inContact’s award-winning cloud contact center platform for its own purposes. Earlier, the company (which declined to be named, as per inContact company protocols) reported that it constantly faced service downtime and system limitations due to its older premise system. Owing […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1298","post","type-post","status-publish","format-standard","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1298","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1298"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1298\/revisions"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1298"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1298"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1298"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}