{"id":1913,"date":"2016-02-02T11:06:00","date_gmt":"2016-02-02T12:06:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-02-02T11:06:00","modified_gmt":"2016-02-02T12:06:00","slug":"contact-center-makes-healthy-choice","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/contact-center-makes-healthy-choice\/","title":{"rendered":"Un centre d'appels fait un choix \u2018 sain \u2019"},"content":{"rendered":"

2 f\u00e9vrier 2016<\/p>\n

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Maintenant que la date limite d'inscription pour cette ann\u00e9e au titre de l'Affordable Care Act, plus commun\u00e9ment appel\u00e9 \u201c Obamacare \u201d, est pass\u00e9e, les compagnies d'assurance sant\u00e9 de tout le pays peuvent s'attendre \u00e0 une avalanche d'appels de la part de nouveaux adh\u00e9rents souhaitant savoir exactement quelles prestations sont couvertes. \u00c0 cette fin, une entreprise a d\u00e9cid\u00e9 de migrer ses syst\u00e8mes vers le cloud, afin d\u2019\u00eatre pr\u00eate \u00e0 faire face \u00e0 la croissance attendue.<\/p>\n

C\u2019est pourquoi inContact, l\u2019un des principaux fournisseurs de logiciels de centre de contact dans le cloud et d\u2019outils d\u2019optimisation des agents de centre de contact, a annonc\u00e9 qu\u2019une grande entreprise du secteur de la sant\u00e9 num\u00e9rique avait adopt\u00e9 la solution inContact. Ce nouveau client \u2013 qui, conform\u00e9ment aux protocoles d\u2019inContact, a souhait\u00e9 rester anonyme \u2013 utilisera la plateforme de centre de contact cloud d\u2019inContact pour offrir un service simple aux consommateurs gr\u00e2ce \u00e0 un r\u00e9seau mixte compos\u00e9 \u00e0 la fois d\u2019agents en centre de contact et d\u2019agents travaillant \u00e0 domicile.<\/p>\n

\u201c inContact met \u00e0 la disposition de ses clients des outils performants leur permettant de mieux comprendre et d\u2019am\u00e9liorer l\u2019exp\u00e9rience client \u201d, a d\u00e9clar\u00e9 Paul Jarman, PDG d\u2019inContact, \u00e0 propos de ce nouveau client. \u201c Nos solutions cloud permettent aux entreprises d\u2019adapter facilement leurs services \u00e0 une croissance rapide et leur fournissent les informations dont elles ont besoin pour g\u00e9rer leurs effectifs en pleine expansion. \u201d<\/p>\n

Compte tenu de la croissance fulgurante du secteur de la sant\u00e9 dans ce pays, cette d\u00e9cision s\u2019av\u00e8re logique. Confront\u00e9e \u00e0 un besoin imm\u00e9diat de prendre en charge jusqu\u2019\u00e0 700 agents, cette entreprise de gestion des soins en pleine expansion devrait mettre en \u0153uvre et tirer parti de la plateforme flexible de centre de contact dans le cloud d\u2019inContact pour atteindre ses objectifs en mati\u00e8re de service client. De plus, en s\u2019appuyant sur une plateforme cloud, ce nouveau client sera en mesure d\u2019adapter rapidement ses services pour faire face \u00e0 la croissance pr\u00e9vue, qui devrait porter ses effectifs \u00e0 environ 5 000 agents au cours des 18 prochains mois.<\/p>\n

Pour s'adapter \u00e0 l'\u00e9volution rapide du secteur des centres de contact, l'entreprise mettra \u00e9galement en \u0153uvre les \u00e9l\u00e9ments cl\u00e9s des solutions de gestion des appels entrants d'inContact, \u00e0 savoir les syst\u00e8mes de r\u00e9partition automatique des appels (ACD) et de r\u00e9ponse vocale interactive (IVR), afin de soutenir son centre de service client omnicanal comprenant les e-mails, le chat, les SMS et les r\u00e9seaux sociaux, en plus des canaux vocaux traditionnels. Les solutions de gestion des effectifs (WFM) et de gestion de la qualit\u00e9 (QM) d\u2019inContact seront \u00e9galement mises \u00e0 contribution.<\/p>","protected":false},"excerpt":{"rendered":"

February 02, 2016 Now that the deadline has passed for this year’s enrollment in the Affordable Care Act, more commonly known as “Obamacare,” healthcare companies nationwide can expect a rash of calls from new members wanting to know exactly what they’re covered for. To that end, one company has decided to take its efforts to […]<\/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-1913","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\/1913","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=1913"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1913\/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=1913"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1913"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1913"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}