![](\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\")
<\/div>\n<\/div>\nInContact \u00e9tait r\u00e9cemment pr\u00e9sent au salon Call Center Week, o\u00f9 l'entreprise a \u00e9voqu\u00e9 son nouveau partenariat avec SmartAction, une soci\u00e9t\u00e9 sp\u00e9cialis\u00e9e dans les syst\u00e8mes IVR bas\u00e9s sur l'intelligence artificielle, ainsi que la mani\u00e8re dont les r\u00e9seaux sociaux commencent \u00e0 s'imposer de plus en plus dans le secteur des centres de contact.<\/p>\n
Lors de l'\u00e9v\u00e9nement organis\u00e9 \u00e0 Las Vegas, TMCnet s'est entretenu avec Jennifer Waite, responsable marketing produit chez inContact, qui commercialise une suite compl\u00e8te d'optimisation des effectifs bas\u00e9e sur le cloud, destin\u00e9e aux centres de contact de toutes tailles. Mme Waite a indiqu\u00e9 que huit des dix demandes d\u2019informations \u00e9manant d\u2019entreprises qu\u2019elle avait examin\u00e9es le mois dernier comportaient une composante sociale \u2013 ce qui impliquait non seulement des capacit\u00e9s d\u2019\u00e9coute, mais aussi la possibilit\u00e9 de r\u00e9pondre sur les r\u00e9seaux sociaux. Elle a ajout\u00e9 que les entreprises se demandaient depuis un certain temps d\u00e9j\u00e0 si le canal social relevait de la responsabilit\u00e9 du centre de contact ou du service marketing. Mais, a-t-elle pr\u00e9cis\u00e9, les entreprises commencent d\u00e9sormais \u00e0 comprendre qu\u2019elles n\u2019ont pas \u00e0 confier la gestion des r\u00e9seaux sociaux \u00e0 l\u2019un ou \u00e0 l\u2019autre ; au contraire, les deux services peuvent \u00eatre impliqu\u00e9s. En effet, certaines entreprises g\u00e8rent d\u00e9j\u00e0 efficacement le service client sur les r\u00e9seaux sociaux, a-t-elle d\u00e9clar\u00e9, citant la compagnie a\u00e9rienne Delta comme exemple.<\/p>\n
HelpSocial est le partenaire d'inContact pour les r\u00e9seaux sociaux. HelpSocial est un bon choix dans ce domaine, a-t-elle d\u00e9clar\u00e9, car cette entreprise a commenc\u00e9 par offrir ses services au secteur des centres de contact et conna\u00eet donc bien ce domaine. La solution d'HelpSocial repose sur des API, ce qui facilite son int\u00e9gration pour des entreprises comme inContact.<\/p>\n
Pour ceux qui ne connaissent pas inContact, cette entreprise commercialise une solution WFO d\u00e9velopp\u00e9e par Verint (Actualit\u00e9s<\/a> Quant \u00e0 SmartAction, le nouveau partenaire d\u2019inContact, cette entreprise a r\u00e9cemment remport\u00e9 les Speech Technology Excellence Awards, un programme organis\u00e9 par CLIENT<\/em> magazine et TMC (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>), la soci\u00e9t\u00e9 m\u00e8re de TMCnet.<\/p>\n SmartAction propose une solution appel\u00e9e \u00ab Intelligent Voice Automation \u00bb, qui s'appuie sur un \u00ab cerveau \u00bb d'IA capable de raisonner et d'apprendre de ses exp\u00e9riences. Il dispose d\u2019un vocabulaire \u00e9tendu et d\u2019un large \u00e9ventail de comp\u00e9tences et de connaissances int\u00e9gr\u00e9es, peut \u00eatre facilement entra\u00een\u00e9 \u00e0 l\u2019aide d\u2019informations sp\u00e9cifiques au client, s\u2019adapte dynamiquement au d\u00e9roulement de la conversation en temps r\u00e9el, \u00e9value plusieurs hypoth\u00e8ses issues du moteur de reconnaissance vocale et s\u00e9lectionne l\u2019interpr\u00e9tation la plus probable en fonction du contexte, dispose d\u2019une m\u00e9moire \u00e0 court terme du d\u00e9roulement des conversations pr\u00e9c\u00e9dentes, ainsi que d\u2019une m\u00e9moire \u00e0 long terme qui reconna\u00eet les appelants et se souvient des faits issus des appels ant\u00e9rieurs, et bien plus encore.<\/p>","protected":false},"excerpt":{"rendered":" June 23, 2015 InContact was at Call Center Week recently, talking about its new partnership with artificial intelligence-based IVR company SmartAction, and how the social channel is starting to make more inroads into the contact center space. TMCnet spoke at the Las Vegas event with Jennifer Waite, product marketing manager at inContact, which sells a […]<\/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-1727","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\/1727","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=1727"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1727\/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=1727"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1727"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1727"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![](\"http:\/\/images.tmcnet.com\/tmc\/vertical\/financial\/images\/chart_icon.gif\"){kind=icon}
\u2013 Alerte<\/a>) qui cible les op\u00e9rations \u00e0 l'\u00e9chelle de l'entreprise, tandis que sa solution Uptivity WFO est con\u00e7ue pour les centres de contact de petite et moyenne taille. Les produits WFO individuels compris dans ces suites incluent l\u2019enregistrement audio et d\u2019\u00e9cran, la gestion de la qualit\u00e9, les tableaux de bord de gestion des performances, l\u2019analyse des postes de travail et la gestion des effectifs, en plus des tableaux de bord clients inView, des fonctions d\u2019enqu\u00eate client et des outils int\u00e9gr\u00e9s d\u2019apprentissage en ligne et de formation. La soci\u00e9t\u00e9, propri\u00e9taire de l\u2019op\u00e9rateur t\u00e9l\u00e9phonique concurrent anciennement connu sous le nom d\u2019UCN (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>), peut \u00e9galement offrir \u00e0 ses clients un acc\u00e8s \u00e0 Internet.<\/p>\n