{"id":13346,"date":"2022-11-18T14:26:30","date_gmt":"2022-11-18T14:26:30","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=news&#038;p=13346"},"modified":"2026-04-08T15:28:28","modified_gmt":"2026-04-08T14:28:28","slug":"connecteurs-crm-et-multicanalite-les-outils-indispensables-pour-une-relation-client-sur-mesure-personnalisee","status":"publish","type":"news","link":"https:\/\/odigo.com\/fr\/news\/connecteurs-crm-et-multicanalite-les-outils-indispensables-pour-une-relation-client-sur-mesure-personnalisee\/","title":{"rendered":"Connecteurs CRM et multicanalit\u00e9, les outils indispensables pour une relation client sur mesure (personnalis\u00e9e)"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body news-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Le centre de contacts augment\u00e9 repose sur diff\u00e9rentes m\u00e9thodes et technologies, notamment l&rsquo;Intelligence artificielle. L&rsquo;int\u00e9gration native entre CCaaS et CRM constitue un pr\u00e9alable indispensable. L&rsquo;ambition ? Cr\u00e9er un triptyque gagnant : pour les clients d&rsquo;abord, pour les conseillers du centre de contacts ensuite et pour l&rsquo;entreprise dans son ensemble, enfin. Selon une \u00e9tude r\u00e9alis\u00e9e par&nbsp;<a href=\"https:\/\/www.gladly.com\/reports\/2020-customer-expectations-report\/\" target=\"_blank\" rel=\"noreferrer noopener\">Gladly<\/a>, pr\u00e8s de 9 consommateurs sur 10 (86 %) consid\u00e8rent que les conversations avec les conseillers doivent basculer sans friction et sans r\u00e9p\u00e9tition d&rsquo;un canal \u00e0 l&rsquo;autre. Une autre \u00e9tude r\u00e9alis\u00e9e par&nbsp;<a href=\"https:\/\/www.docaufutur.fr\/2020\/09\/03\/etude-infobip-3-francais-sur-4-estiment-quils-ont-vecu-une-mauvaise-experience-apres-avoir-contacte-un-service-client-durant-le-confinement\/\" target=\"_blank\" rel=\"noreferrer noopener\">l&rsquo;institut Opinium<\/a>&nbsp;souligne que 50 % des clients d\u00e9clarent qu&rsquo;il est d\u00e9sagr\u00e9able d&rsquo;attendre pour parler \u00e0 un conseiller. Deux r\u00e9alit\u00e9s qui plaident pour l&rsquo;adoption de l&rsquo;IA et du callbot. Les donn\u00e9es suppl\u00e9mentaires apport\u00e9es par le CRM permettent d&rsquo;affiner encore plus le routage des interactions et impactent positivement les demandes clients. Elles sont encore mieux cern\u00e9es et contextualis\u00e9es. Si le client y trouve une r\u00e9ponse \u00e0 son impatience, les conseillers b\u00e9n\u00e9ficient \u00e9galement de meilleures conditions pour accomplir leurs missions. Mieux renseign\u00e9 sur le client lui-m\u00eame, ses habitudes, son histoire avec la marque, le conseiller peut plus facilement adapter [&#8230;]<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Lire la suite de l&rsquo;article sur Relation client magazine. <\/strong><\/p>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"https:\/\/www.relationclientmag.fr\/Thematique\/customer-marketing-1251\/Breves\/Connecteurs-CRM-multicanalite-outils-indispensables-relation-376541.htm\" id=\"tracking\">En savoir plus<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"<p>Le centre de contacts augment\u00e9 est un concept populaire souvent galvaud\u00e9. Pour Chlo\u00e9 Biguet, Product Maketing Manager pour Odigo, l&rsquo;excellence du service client, une exp\u00e9rience client d&rsquo;exception et l&rsquo;alignement de l&rsquo;entreprise autour de la connaissance client sont autant de promesses que les solutions augment\u00e9es de Contact Center as a Service (CCaaS) peuvent tenir gr\u00e2ce aux connecteurs CRM. Et si on passait \u00e0 l&rsquo;action ?<\/p>\n","protected":false},"author":1,"featured_media":13351,"template":"","meta":{"_acf_changed":false,"external_url":"","publisher_name":"","footnotes":"","reading_time":"2"},"tags":[],"news-type":[152],"topic":[],"class_list":["post-13346","news","type-news","status-publish","has-post-thumbnail","hentry","news-type-news"],"acf":{"news-external-url":"","news-publisher-name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Connecteurs CRM et multicanalit\u00e9<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez les outils indispensables pour les clients, pour les conseillers du centre de contacts et pour l&#039;entreprise dans son ensemble.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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