{"id":1457,"date":"2014-11-20T13:59:00","date_gmt":"2014-11-20T13:59:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-11-20T13:59:00","modified_gmt":"2014-11-20T13:59:00","slug":"outsourced-call-centers-cutting-back-on-technology-investments","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourced-call-centers-cutting-back-on-technology-investments\/","title":{"rendered":"Les centres d'appels externalis\u00e9s r\u00e9duisent leurs investissements technologiques"},"content":{"rendered":"
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20 novembre 2014<\/p>\n

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Une \u00e9tude sur le march\u00e9 des applications pour centres de contact en Asie-Pacifique a r\u00e9v\u00e9l\u00e9 qu'en termes d'emploi et de chiffre d'affaires, le secteur des centres de contact dans la r\u00e9gion Asie-Pacifique (APAC) s'est montr\u00e9 plut\u00f4t dynamique. Le nombre de postes dans les centres de contact a augment\u00e9, et le chiffre d'affaires devrait progresser au cours des prochaines ann\u00e9es.<\/p>\n

Malgr\u00e9 ces r\u00e9sultats positifs, le secteur s'est montr\u00e9 quelque peu r\u00e9ticent \u00e0 investir dans les technologies d'application et concentre davantage ses efforts sur l'am\u00e9lioration de l'exp\u00e9rience client. Cela se traduira par une croissance limit\u00e9e du chiffre d'affaires des fournisseurs de technologies pour centres d'appels.<\/p>\n

Le march\u00e9 des applications pour centres de contact dans la r\u00e9gion APAC a g\u00e9n\u00e9r\u00e9 un chiffre d'affaires de $676 millions en 2013 et devrait atteindre $1,1 milliard en 2020, soit un TCAC de 7,2 %. Le chiffre d'affaires g\u00e9n\u00e9r\u00e9 par les applications de base telles que la r\u00e9partition des appels, la surveillance et les serveurs vocaux interactifs (IVR) est en baisse.<\/p>\n

Les deux facteurs qui auront le plus d\u2019impact au cours des prochaines ann\u00e9es sont le passage \u00e0 un syst\u00e8me omnicanal d\u2019interaction avec la client\u00e8le et les outils d\u2019analyse permettant de suivre les op\u00e9rations. Selon une \u00e9tude men\u00e9e par Ogilvy ( \u2013 ) & Mather, le nombre d'utilisateurs des r\u00e9seaux sociaux dans la r\u00e9gion APAC devrait passer de $970 millions cette ann\u00e9e \u00e0 $1,23 milliard en 2017.<\/p>\n

Cette augmentation, conjugu\u00e9e \u00e0 l'essor de l'utilisation des appareils mobiles, entra\u00eenera une \u00e9volution vers un . Les clients s'attendront \u00e0 ce que les commer\u00e7ants et autres entreprises communiquent par SMS, par e-mail et sur les r\u00e9seaux sociaux, ainsi que par t\u00e9l\u00e9phone ou en personne.<\/p>\n

Ils s'attendront \u00e9galement \u00e0 ce que, lorsqu'ils soul\u00e8vent un probl\u00e8me sur un canal, ils puissent reprendre la discussion sur un autre canal en toute fluidit\u00e9. La demande d'applications en libre-service est \u00e9galement en hausse, car de plus en plus de clients pr\u00e9f\u00e8rent disposer d'une certaine autonomie pour r\u00e9soudre leurs probl\u00e8mes. Cela convient parfaitement aux centres de service client, car cela r\u00e9duit les co\u00fbts de main-d'\u0153uvre li\u00e9s aux conseillers par client.<\/p>\n

Les r\u00e9sultats du rapport de Frost & Sullivan ( \u2013 ) semblent pr\u00e9senter un m\u00e9lange de bonnes et de mauvaises nouvelles, mais une telle conclusion serait trop simpliste. Il serait plus juste de dire que ce qui \u00e9tait auparavant un march\u00e9 relativement inexploit\u00e9 pour les appareils mobiles et les r\u00e9seaux sociaux conna\u00eet actuellement une croissance dans ces deux domaines. La r\u00e9gion APAC suit les m\u00eames tendances que les autres r\u00e9gions, et les entreprises qui souhaitent satisfaire un grand nombre de clients doivent adapter leur mode de prise en charge si elles veulent rester comp\u00e9titives. <\/p>\n<\/div>\n

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

November 20, 2014 A on the Asia-Pacific Contact Center Applications Market found that in terms of employment and revenue numbers, the contact center industry in the Asia-Pacific (APAC) region has been pretty strong. There was growth in the number of contact center seats, and revenues are expected to grow the next few years. In spite […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"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-1457","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1457","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=1457"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1457\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1457"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1457"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1457"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}