![](\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\")
<\/div>\n<\/div>\nConfirmant ce que beaucoup dans le secteur savaient d\u00e9j\u00e0, inContact \u2014 l'un des principaux fournisseurs de logiciels de centres de contact dans le cloud et d'outils d'optimisation des agents de centres de contact \u2014 a \u00e9t\u00e9 r\u00e9compens\u00e9 pour sa contribution globale au secteur des centres de contact multicanaux dans le cloud.<\/p>\n
Le cabinet d'\u00e9tudes de premier plan Ovum (Actualit\u00e9s<\/a> \u2013 Alerte<\/a>) a distingu\u00e9 l'entreprise dans son rapport intitul\u00e9 \u201c Ovum Decision Matrix : Selecting a Multichannel Cloud Contact Center Solution, 2015-16 \u201d. Ovum a attribu\u00e9 \u00e0 inContact les meilleures notes dans les cat\u00e9gories \u201c Impact sur le march\u00e9 \u201d, \u00ab Ex\u00e9cution \u00bb et \u00ab \u00c9valuation technologique \u00bb. Par ailleurs, inContact a \u00e9galement obtenu d'excellentes notes en mati\u00e8re de satisfaction client, notamment pour sa \u00ab facilit\u00e9 de mise en \u0153uvre et de d\u00e9ploiement, sa flexibilit\u00e9 pour apporter des modifications et ses fonctionnalit\u00e9s avanc\u00e9es \u00bb, selon un communiqu\u00e9.<\/p>\n \u201c Les r\u00e9sultats de la matrice de d\u00e9cision d\u2019Ovum confirment que les solutions cloud multicanales permettent aux entreprises d\u2019offrir un service client d\u2019excellence au sein d\u2019une infrastructure \u00e9volutive, fiable et rentable \u2019, a d\u00e9clar\u00e9 Paul Jarman, PDG d\u2019inContact, en commentant cette distinction. \u201c Nous sommes honor\u00e9s d\u2019\u00eatre reconnus par Ovum comme un leader sur ce march\u00e9 en pleine \u00e9volution et nous tenons \u00e0 remercier chaleureusement nos clients qui ont partag\u00e9 leurs r\u00e9sultats et valid\u00e9 les services que nous nous effor\u00e7ons de fournir. \u201d<\/p>\n La section \u201c Analyse des atouts \u201d du rapport Ovum a mis en avant les solutions d\u2019optimisation des effectifs (WFO) d\u2019inContact ainsi que la capacit\u00e9 de l\u2019entreprise \u00e0 proposer aux entreprises des options WFO de diff\u00e9rentes tailles \u00e0 partir d\u2019une plateforme cloud. \u201c Disposer en interne de ces outils essentiels pour les centres de contact plut\u00f4t que de s'appuyer sur des partenaires de premier plan est un avantage pour les clients d'inContact qui souhaitent disposer d'un ensemble enti\u00e8rement int\u00e9gr\u00e9 de fonctionnalit\u00e9s de suivi et de performance \u201d, indique le rapport.<\/p>\n \u201c Ces solutions r\u00e9pondent aux besoins des clients \u00e0 la recherche d\u2019un ensemble fiable d\u2019outils cloud multitenants et multicanaux pouvant \u00eatre d\u00e9ploy\u00e9s rapidement \u201d, a d\u00e9clar\u00e9 Aphrodite Brinsmead, analyste principale chez Ovum. \u201c Parmi les points forts du portefeuille du fournisseur, on peut citer une interface utilisateur conviviale pour les agents, le routage multicanal et la collaboration en ligne \u201d, a-t-elle ajout\u00e9.<\/p>\n Le rapport souligne en outre que \u201c 400 000 postes d'agents de centres d'appels am\u00e9ricains sont d\u00e9sormais fournis par des prestataires de services cloud, et Ovum pr\u00e9voit que ce chiffre va plus que doubler d'ici 2018, avec des pr\u00e9visions similaires pour les r\u00e9gions Europe et Asie-Pacifique. Ces estimations confirment une fois de plus que les entreprises de toutes tailles migrent vers le cloud plus rapidement que jamais. \u201d<\/p>","protected":false},"excerpt":{"rendered":" August 19, 2015 Affirming what many in the industry already knew, inContact — a leading provider of cloud contact center software and contact center agent optimization tools – has been recognized for its overall contribution to the multichannel cloud contact center industry. Leading research firm Ovum (News – Alert) recognized the company in its “Ovum Decision […]<\/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-1772","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\/1772","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=1772"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1772\/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=1772"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1772"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1772"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}