{"id":1894,"date":"2016-01-13T07:03:00","date_gmt":"2016-01-13T08:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-01-13T07:03:00","modified_gmt":"2016-01-13T08:03:00","slug":"are-contact-centers-at-risk-of-obsolescence","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/are-contact-centers-at-risk-of-obsolescence\/","title":{"rendered":"Les centres d'appels risquent-ils de devenir obsol\u00e8tes ?"},"content":{"rendered":"

13 janvier 2016<\/p>\n

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Imaginez un monde o\u00f9 vous n\u2019auriez plus besoin d\u2019appeler un centre d\u2019appel pour r\u00e9soudre un probl\u00e8me. \u00c0 la place, vous pourriez activer une nouvelle application et envoyer un SMS \u00e0 l\u2019entreprise concern\u00e9e pour lui faire part de votre probl\u00e8me, afin d\u2019obtenir une r\u00e9ponse imm\u00e9diate sans avoir \u00e0 subir de messages enregistr\u00e9s, \u00e0 faire face \u00e0 des personnes ayant des difficult\u00e9s linguistiques ou \u00e0 entendre le mensonge habituel : \u201c Notre menu a chang\u00e9. \u201d<\/p>\n

Si l'on en croit Richard Smullen, tel sera votre avenir, et il sera l\u00e0 plus t\u00f4t que vous ne le pensez. Smullen est le cerveau derri\u00e8re Pypestream, une nouvelle application de messagerie autonome qui, selon un article publi\u00e9 dans CNN Money, \u201c \u00e9tablit une ligne de communication directe et s\u00e9curis\u00e9e entre les entreprises et leurs clients \u201d.\u201d<\/p>\n

\u201c L'id\u00e9e est d'une simplicit\u00e9 trompeuse \u201d, note Smullen. \u201c La plupart des gens ne supportent pas les voix robotiques \u201d, a-t-il d\u00e9clar\u00e9 \u00e0 CNN. \u00ab Ils veulent \u00eatre mis imm\u00e9diatement en relation avec un conseiller. Or, avec la messagerie, ils ne se rendront pas compte qu'il s'agit d'un robot. \u00bb<\/p>\n

Selon CNN, les SMS permettent aux centres d'appels de r\u00e9pondre \u00e0 de nombreux consommateurs \u00e0 la fois, ce qui les rend beaucoup plus efficaces. \u00c0 ce titre, Pypestream utilisera l'intelligence artificielle ainsi que l'apprentissage automatique afin que les entreprises puissent automatiser davantage leur service client. Cela semble \u00eatre une situation gagnant-gagnant pour le consommateur.<\/p>\n

\u201c Dans l\u2019application Pypestream, les consommateurs peuvent activer des \u2018pypes\u2019 pour les entreprises avec lesquelles ils souhaitent entrer en contact \u201d, indique le reportage de CNN. \u201c Les pypes permettent aux entreprises d\u2019envoyer des messages promotionnels \u00e0 leurs clients, et ces derniers peuvent y r\u00e9pondre directement. Les utilisateurs peuvent \u00e9galement envoyer leurs propres messages \u00e0 tout moment, par exemple : \u2018Quels sont les articles en promotion ?\u2019 ou \u2018Pourquoi m\u2019avez-vous factur\u00e9 $5 de plus ce mois-ci ?\u2019 \u201d<\/p>\n

L'entreprise a \u00e9t\u00e9 lanc\u00e9e le mois dernier et compte d\u00e9j\u00e0 plus de 500 entreprises inscrites. Parmi celles-ci figurent MetroPCS, le magazine Billboard, South African Airways et le fournisseur d'\u00e9nergie Washington Gas. L'inscription est gratuite ; les entreprises sont factur\u00e9es en fonction du nombre d'utilisateurs qui interagissent avec elles.<\/p>\n

Smullen estime que la messagerie va transformer le secteur pour de bon et a pos\u00e9 cette question rh\u00e9torique \u00e0 CNN : \u201c Sommes-nous ceux qui vont y parvenir ? Nous l'esp\u00e9rons. \u201d<\/p>","protected":false},"excerpt":{"rendered":"

January 13, 2016 Imagine a world where you no longer have to call a contact center to get an issue resolved. Instead, you can activate a new app, and text your concern to the company involved to get an immediate response without having to deal with recordings, folks with language difficulties, or the lies of […]<\/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-1894","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\/1894","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=1894"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1894\/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=1894"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1894"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1894"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}