{"id":1489,"date":"2014-12-11T14:12:49","date_gmt":"2014-12-11T14:12:49","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-12-11T14:12:49","modified_gmt":"2014-12-11T14:12:49","slug":"netop-live-guide-chat-software-enhanced-for-the-holidays","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/netop-live-guide-chat-software-enhanced-for-the-holidays\/","title":{"rendered":"Le logiciel de chat Netop Live Guide, am\u00e9lior\u00e9 pour les f\u00eates de fin d'ann\u00e9e"},"content":{"rendered":"<div>\n<p>Pour ceux qui g\u00e8rent des centres de contact, nous savons tous que l\u2019arriv\u00e9e des f\u00eates de fin d\u2019ann\u00e9e s\u2019accompagne d\u2019un v\u00e9ritable tsunami de trafic qui s\u2019abat et va continuer de s\u2019abattre sur vous. Cela signifie \u00e9galement une augmentation du volume des communications internes au sein du centre de contact, afin de mieux g\u00e9rer les flux de travail et de faire face \u00e0 l\u2019afflux d\u2019interactions avec les clients. Et, bien que les clients sachent que leurs interactions s\u2019effectuent de plus en plus souvent par chat avec les agents du centre de contact plut\u00f4t que par t\u00e9l\u00e9phone, le chat joue \u00e9galement un r\u00f4le essentiel dans le bon fonctionnement des op\u00e9rations internes.<\/p>\n<p>Du nouveau dans le domaine du chat : le fournisseur de solutions d'interaction Netop vient de lancer une nouvelle version de son logiciel de chat en direct tr\u00e8s pris\u00e9, utilis\u00e9 par les \u00e9quipes du service client et du support technique. Ce logiciel propos\u00e9 en mode SaaS combine le chat textuel, audio et vid\u00e9o au sein d'une seule et m\u00eame plateforme, offrant ainsi :<\/p>\n<ul>\n<li>Routage<\/li>\n<li>Rapports<\/li>\n<li>Outils d'assistance \u00e0 distance<\/li>\n<li>Modules de co-navigation<\/li>\n<\/ul>\n<p>La solution de chat en ligne, qui prend en charge les appareils mobiles, a \u00e9t\u00e9 am\u00e9lior\u00e9e afin de proposer des filtres destin\u00e9s aux op\u00e9rateurs dans la console d'administration, ce qui permet aux entreprises disposant de services client de grande envergure de g\u00e9rer plus efficacement leurs \u00e9quipes d'op\u00e9rateurs. Parmi les autres am\u00e9liorations, citons la possibilit\u00e9 pour les administrateurs d\u2019ajouter et de modifier des cat\u00e9gories d\u2019appels dans l\u2019historique des chats, ce que Netop pr\u00e9sente comme un outil permettant d\u2019am\u00e9liorer les fonctionnalit\u00e9s de reporting et d\u2019obtenir des statistiques plus pr\u00e9cises.<\/p>\n<p>\u201c FedEx et UPS pr\u00e9voient un volume record d\u2019envois pour les f\u00eates de fin d\u2019ann\u00e9e, ce qui s\u2019accompagnera d\u2019un nombre record de demandes adress\u00e9es au service client \u201d, a d\u00e9clar\u00e9 Kurt Bager, PDG de Netop. \u201c Nous avons con\u00e7u la nouvelle version de Live Guide pour aider les entreprises \u00e0 relever le d\u00e9fi consistant \u00e0 offrir un service personnalis\u00e9, \u00e0 la fois efficace et performant, m\u00eame en p\u00e9riode de forte demande. \u201d<\/p>\n<p>Le chat multim\u00e9dia, notamment le besoin croissant d\u2019outils vid\u00e9o et de collaboration, s\u2019impose d\u00e9sormais comme un \u00e9l\u00e9ment essentiel de la transformation des centres de contact vers des capacit\u00e9s omnicanales compl\u00e8tes. Outre les fonctionnalit\u00e9s d\u2019interaction en temps r\u00e9el, les informations g\u00e9n\u00e9r\u00e9es \u00e0 des fins de conformit\u00e9 et permettant de mieux comprendre les besoins des clients rev\u00eatent \u00e9galement une importance cruciale.\u00a0 Comme le souligne Netop, ces fonctionnalit\u00e9s visent \u00e0 rendre les interactions des agents de premi\u00e8re ligne plus efficaces et performantes en am\u00e9liorant les conversions sur le site, les taux de r\u00e9solution des appels et la satisfaction client. Et, \u00e0 l\u2019instar de nombreux outils destin\u00e9s aux centres de contact, le chat est d\u00e9sormais disponible via le cloud.<\/p>\n<p>Pour ceux qui souhaitent en savoir plus sur les \u00e9volutions omnicanales des centres de contact, l'\u00e9v\u00e9nement qui se tiendra du 28 au 30 janvier 2015 \u00e0 Miami Beach constitue une occasion unique de d\u00e9couvrir les derni\u00e8res fonctionnalit\u00e9s en action et d'obtenir des r\u00e9ponses \u00e0 vos questions. &nbsp;<\/p>\n<p>\u00c9dit\u00e9 par <\/p>\n<\/div>\n<p><img decoding=\"async\" src=\"http:\/\/pixel.quantserve.com\/pixel\/p-89EKCgBk8MZdE.gif\" border=\"0\" height=\"1\" width=\"1\" \/><\/p>\n<div id=\"s-share-buttons\" class=\"horizontal-w-c-circular s-share-w-c\"><a href=\"http:\/\/www.facebook.com\/sharer.php?u=\" target=\"_blank\" title=\"Partager sur Facebook\" class=\"s3-facebook hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"http:\/\/twitter.com\/intent\/tweet?text=&amp;url=\" target=\"_blank\" title=\"Partager sur Twitter\" class=\"s3-twitter hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"https:\/\/plus.google.com\/share?url=\" target=\"_blank\" title=\"Partager sur Google+\" class=\"s3-google-plus hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&amp;url=\" target=\"_blank\" title=\"Partager sur LinkedIn\" class=\"s3-linkedin hint--top\" rel=\"noopener noreferrer\"><\/a><\/div>","protected":false},"excerpt":{"rendered":"<p>For those running contact centers we all know the arrival of the holiday season means a virtual tsunami of traffic has and will be heading your way. What it also means is that there is an increase in the amount of internal contact center communications to better manage workflows to help manage the waves of [&hellip;]<\/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":[56],"tags":[],"class_list":["post-1489","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-centers"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1489","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=1489"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1489\/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=1489"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1489"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1489"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}