{"id":1774,"date":"2015-08-20T17:03:00","date_gmt":"2015-08-20T17:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-08-20T17:03:00","modified_gmt":"2015-08-20T17:03:00","slug":"cloud-customer-service-solution-triumphs","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/cloud-customer-service-solution-triumphs\/","title":{"rendered":"Le succ\u00e8s d'une solution de service client dans le cloud"},"content":{"rendered":"

20 ao\u00fbt 2015<\/p>\n

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Les contribuables ont g\u00e9n\u00e9ralement horreur de voir leur collectivit\u00e9 locale d\u00e9penser de l'argent, mais une initiative r\u00e9cente ne manquera pas de porter ses fruits et de satisfaire les habitants.<\/p>\n

InContact, l'un des principaux fournisseurs de logiciels de centre de contact dans le cloud et d'outils d'optimisation des agents de centre de contact, a annonc\u00e9 qu'une importante administration d\u00e9partementale rempla\u00e7ait son syst\u00e8me de centre de contact sur site par la solution cloud d'InContact.<\/p>\n

Cette administration d\u00e9partementale \u2013 dont le nom n'a pas \u00e9t\u00e9 divulgu\u00e9, conform\u00e9ment aux protocoles actuels d'inContact \u2013 mettrait en place la plateforme cloud d'inContact avec, dans un premier temps, 300 agents, dans l'optique d'\u00e9tendre ses activit\u00e9s et de personnaliser son syst\u00e8me de centre de contact afin d'offrir \u201c un service client optimal \u00e0 sa population r\u00e9sidente en pleine croissance \u201d, selon un communiqu\u00e9.<\/p>\n

\u201c Nous constatons qu\u2019un nombre croissant d\u2019organismes publics migrent vers le cloud et passent d\u2019investissements en capital co\u00fbteux au mod\u00e8le de facturation flexible, \u00e0 l\u2019utilisation, propos\u00e9 par les solutions cloud \u201d, a soulign\u00e9 Paul Jarman, PDG d\u2019inContact, en commentant le projet. \u201c Le secteur public accorde une grande importance \u00e0 l\u2019excellence du service client et il est plus important que jamais pour les centres de contact des administrations publiques de tirer parti des avantages offerts par des solutions \u00e9volutives, capables de r\u00e9pondre rapidement \u00e0 leurs besoins en constante \u00e9volution. \u201d<\/p>\n

La transition du d\u00e9partement depuis son syst\u00e8me actuel, devenu obsol\u00e8te, s\u2019articulera autour du syst\u00e8me cloud personnalisable d\u2019inContact. Les fonctionnalit\u00e9s de r\u00e9partition automatique des appels (ACD) et de r\u00e9ponse vocale interactive (IVR) constituent les \u00e9l\u00e9ments fondamentaux de la plateforme cloud d\u2019inContact, avec un routage multicanal bas\u00e9 sur les comp\u00e9tences afin de garantir que les besoins des citoyens soient pris en charge par l\u2019agent le plus \u00e0 m\u00eame de le faire, et ce de la mani\u00e8re la plus efficace possible. \u2019 La flexibilit\u00e9 offerte par la plateforme cloud d\u2019inContact permettra \u00e0 son nouveau client d\u2019ajouter des agents, tout en lui offrant la possibilit\u00e9 de r\u00e9duire ses co\u00fbts d\u2019exploitation gr\u00e2ce au recours \u00e0 des agents travaillant \u00e0 domicile \u201c, a d\u00e9clar\u00e9 l\u2019entreprise.<\/p>\n

Le client a \u00e9galement opt\u00e9 pour une suite personnalis\u00e9e de solutions d\u2019optimisation des effectifs (WFO) con\u00e7ues pour am\u00e9liorer la productivit\u00e9 des agents et l\u2019efficacit\u00e9 op\u00e9rationnelle globale. Cette d\u00e9cision aurait \u00e9t\u00e9 prise dans le cadre de la strat\u00e9gie d\u2019anticipation mise en place par les autorit\u00e9s du d\u00e9partement, qui s\u2019appuient sur la plateforme cloud \u00e9volutive d\u2019inContact pour r\u00e9pondre aux besoins d\u2019une population en forte croissance.<\/p>","protected":false},"excerpt":{"rendered":"

August 20, 2015 Taxpayers traditionally hate seeing their local government spend money, but one recent instance is sure to pay dividends and keep residents happy. InContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced that a major county government is replacing its premise-based contact center system with […]<\/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-1774","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\/1774","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=1774"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1774\/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=1774"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1774"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}