{"id":1870,"date":"2015-12-15T11:06:00","date_gmt":"2015-12-15T12:06:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-12-15T11:06:00","modified_gmt":"2015-12-15T12:06:00","slug":"cloud-contact-center-to-the-rescue","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/cloud-contact-center-to-the-rescue\/","title":{"rendered":"Le centre de contact dans le cloud \u00e0 la rescousse"},"content":{"rendered":"

15 d\u00e9cembre 2015<\/p>\n

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Dans le domaine de la \u201c manutention \u201d, le temps compte vraiment est<\/em> de l'argent. Si vous ne parvenez pas \u00e0 livrer les produits demand\u00e9s \u00e0 un client impatient dans les d\u00e9lais impartis, vous perdez non seulement la vente, mais aussi, probablement, un client \u00e0 vie. C'est peut-\u00eatre l'une des raisons pour lesquelles un grand sp\u00e9cialiste des installations et de la manutention a choisi d'adopter la plateforme cloud unifi\u00e9e d'inContact pour tous ses besoins en mati\u00e8re de centre de contact.<\/p>\n

L'entreprise \u2013 dont l'identit\u00e9 n'a pas \u00e9t\u00e9 r\u00e9v\u00e9l\u00e9e, conform\u00e9ment aux protocoles d'inContact \u2013 mettra en \u0153uvre \u201c la solution de centre de contact \u00e9volutive et bas\u00e9e sur le cloud d'inContact, sa plateforme de reporting robuste, son syst\u00e8me de contr\u00f4le qualit\u00e9 de haut niveau et son offre multicanal sur plusieurs sites aux \u00c9tats-Unis \u201d, selon un communiqu\u00e9.<\/p>\n

Selon certaines informations, cet expert en infrastructure disposerait de 300 agents r\u00e9partis dans cinq centres d'appels, ainsi que de plusieurs dizaines d'autres travaillant \u00e0 distance ou depuis leur domicile, et serait pr\u00eat \u00e0 utiliser la plateforme flexible de centre d'appels dans le cloud d'inContact, compos\u00e9e du r\u00e9partiteur automatique d'appels (ACD) multicanal de l'entreprise et d'un syst\u00e8me de r\u00e9ponse vocale interactive (IVR) enti\u00e8rement int\u00e9gr\u00e9.<\/p>\n

\u201c InContact donne \u00e0 nos clients les moyens d\u2019atteindre leurs objectifs en mati\u00e8re d\u2019exp\u00e9rience client en regroupant toutes leurs ressources au sein d\u2019une plateforme dynamique unique \u201d, a d\u00e9clar\u00e9 Paul Jarman, PDG d\u2019InContact, lors de cette annonce. \u201c Notre suite de produits bas\u00e9s sur le cloud permettra \u00e0 ce nouveau client d\u2019am\u00e9liorer la fiabilit\u00e9, d\u2019optimiser les fonctionnalit\u00e9s et d\u2019offrir la meilleure exp\u00e9rience client possible. \u201d<\/p>\n

Le syst\u00e8me ACD d\u2019InContact, leader de sa cat\u00e9gorie, permettra \u00e0 ce nouveau client de d\u00e9velopper facilement son activit\u00e9 gr\u00e2ce \u00e0 un routage bas\u00e9 sur les comp\u00e9tences et les aptitudes, tant pour les interactions entrantes que sortantes, avec prise en charge des canaux voix, e-mail, SMS, chat et r\u00e9seaux sociaux. \u201c Le syst\u00e8me IVR propose aux appelants des options en libre-service et permet aux clients de choisir d\u2019\u00eatre rappel\u00e9s d\u00e8s qu\u2019un agent est disponible, plut\u00f4t que d\u2019attendre en ligne en p\u00e9riode de forte affluence \u201d, a d\u00e9clar\u00e9 inContact. De plus, la plateforme cloud conviviale d\u2019inContact permet d\u2019effectuer facilement des ajustements pour s\u2019adapter aux changements rapides et importants du trafic du service client.<\/p>\n

Il convient de noter que l'entreprise a \u00e9galement choisi d'utiliser la solution inContact Quality Management, qui offre aux clients des informations d\u00e9taill\u00e9es sur les performances des agents, contribuant ainsi \u00e0 l'am\u00e9lioration continue de leurs processus de service client. La solution inContact, bas\u00e9e sur le cloud, int\u00e8gre \u00e9galement des redondances \u00e0 plusieurs niveaux et des mesures de reprise apr\u00e8s sinistre afin de garantir la continuit\u00e9 des op\u00e9rations, m\u00eame en cas de situations susceptibles de provoquer des pannes.<\/p>","protected":false},"excerpt":{"rendered":"

December 15, 2015 In the world of “materials handling”, time really is money. If you can’t get the requested products to an anxious customer in a timely fashion, you’ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a major facility expert and materials […]<\/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-1870","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\/1870","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=1870"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1870\/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=1870"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1870"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1870"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}