{"id":19832,"date":"2024-06-18T08:19:00","date_gmt":"2024-06-18T08:19:00","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=news&#038;p=19832"},"modified":"2026-03-25T21:00:13","modified_gmt":"2026-03-25T20:00:13","slug":"odigo-extended-contact-center-la-cle-de-la-resolution-au-premier-contact","status":"publish","type":"news","link":"https:\/\/odigo.com\/fr\/news\/odigo-extended-contact-center-la-cle-de-la-resolution-au-premier-contact\/","title":{"rendered":"Odigo Extended Contact Center\u2122, la cl\u00e9 de la r\u00e9solution au premier contact"},"content":{"rendered":"    <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><strong>Paris, 18 juin 2024 :<\/strong> Odigo, l&rsquo;un des principaux fournisseurs europ\u00e9ens de solutions CCaas (Contact Center as a Service), annonce le lancement d&rsquo;<a href=\"https:\/\/odigo.com\/fr-fr\/odigo-extended-contact-center\/\">Odigo Extended Contact Center\u2122<\/a>, une solution qui \u00e9tend la relation client \u00e0 tous les collaborateurs de l&rsquo;entreprise, afin d&rsquo;<strong>offrir aux clients l&rsquo;expertise dont ils ont besoin, au moment o\u00f9 ils en ont besoin<\/strong>.&nbsp;<\/p>\n\n\n\n<p>Gr\u00e2ce \u00e0 Odigo Extended Contact Center\u2122, les employ\u00e9s ext\u00e9rieurs au centre de contacts sont eux aussi, impliqu\u00e9s dans la r\u00e9solution des demandes, et pourront acc\u00e9der \u00e0 un r\u00e9sum\u00e9 et \u00e0 un contexte d\u00e9taill\u00e9 du client avant m\u00eame que l&rsquo;interaction ait commenc\u00e9. <strong>En donnant la possibilit\u00e9 aux clients de converser directement avec un expert, le traitement est plus rapide et<\/strong><strong> <\/strong><strong>plus efficace.<\/strong>&nbsp;<\/p>\n\n\n\n<p>Ainsi, Odigo Extended Contact Center\u2122 :&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>R\u00e9duit de 20 % les demandes et les r\u00e9it\u00e9rations d\u2019appels&nbsp;<\/strong>&nbsp;<\/li>\n\n\n\n<li><strong>Am\u00e9liore le taux de r\u00e9solution au premier contact jusqu&rsquo;\u00e0 100 %&nbsp;<\/strong>&nbsp;<\/li>\n\n\n\n<li><strong>R\u00e9duit jusqu&rsquo;\u00e0 15 % les transferts d&rsquo;appels entre collaborateurs<\/strong>&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Les attentes des clients, influenc\u00e9es par les conditions \u00e9conomiques et politiques d\u00e9favorables, ont augment\u00e9 plus rapidement que la capacit\u00e9 de nombreux fournisseurs \u00e0 y r\u00e9pondre. De fait, beaucoup de consommateurs europ\u00e9ens pensent que le service client s\u2019est d\u00e9t\u00e9rior\u00e9 au cours des derni\u00e8res ann\u00e9es. Pour combler ce foss\u00e9 et reconqu\u00e9rir l\u2019opinion publique, les entreprises et leurs centres de contacts doivent placer l&rsquo;exp\u00e9rience et la satisfaction client au c\u0153ur de leurs initiatives.&nbsp;<\/p>\n\n\n\n<p>Plus que jamais, lorsque les demandes complexes\/urgentes dominent, les centres de contacts doivent assurer de fa\u00e7on proactive les meilleures conditions permettant la r\u00e9solution au premier contact. <strong>Les entreprises peuvent d\u00e9sormais adopter une approche de centre de contacts \u00e9tendu, et offrir aux clients un acc\u00e8s imm\u00e9diat aux comp\u00e9tences et \u00e0 l\u2019expertise dont ils ont besoin.<\/strong>&nbsp;<\/p>\n\n\n\n<p>&nbsp;\u00ab <em>\u00c0 travers les \u00e9changes que nous avons avec nos clients, nous comprenons la pression exerc\u00e9e par les attentes toujours plus grandes de leurs clients<\/em> \u00bb, commente David Mason, UK Service and Operations Director chez Odigo. \u00ab <em>C&rsquo;est pour adresser ce besoin que nous avons con\u00e7u Odigo Extended Contact Center\u2122 : pour \u00e9tendre le cadre relationnel avec les clients en faisant appel \u00e0 toutes les expertises au sein de l\u2019entreprise et ainsi r\u00e9pondre aux demandes plus rapidement et plus efficacement.<\/em> \u00bb &nbsp;<\/p>\n\n\n\n<p>\u00ab <em>L&rsquo;objectif de cette offre est de fournir une solution \u00ab\u00a0simple\u00a0\u00bb <\/em>\u00bb, explique David. \u00ab <em>Les centres de contacts n&rsquo;ont pas besoin de changer leur fa\u00e7on de travailler. En acc\u00e9dant de mani\u00e8re s\u00e9curis\u00e9e \u00e0 une m\u00eame plateforme unifi\u00e9e, toute personne disposant d&rsquo;une licence peut b\u00e9n\u00e9ficier de l&rsquo;historique d&rsquo;un client et contribuer \u00e0 r\u00e9soudre sa demande. Cela permet de cr\u00e9er une cha\u00eene de support ininterrompue et de fournir le niveau d\u2019assistance que chacun recherche. <\/em>\u00bb&nbsp;<br>&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>\u00c0 propos d&rsquo;Odigo<\/strong>&nbsp;<\/p>\n\n\n\n<p>Odigo est l&rsquo;un des principaux fournisseurs de solutions CCaaS (Contact Center as a Service) qui facilitent la communication entre les grandes organisations et leurs clients \u00e0 l&rsquo;aide d&rsquo;une plateforme de gestion omnicanale globale. Avec son approche innovante bas\u00e9e sur l&#8217;empathie et la technologie, Odigo permet aux marques de se connecter avec leurs clients gr\u00e2ce \u00e0 l\u2019\u00e9l\u00e9ment crucial de l\u2019interaction tout en exploitant le plein potentiel du digital. Pionni\u00e8re sur le march\u00e9 de l&rsquo;exp\u00e9rience client, la soci\u00e9t\u00e9 r\u00e9pond aux besoins de plus de 250 grandes entreprises clientes dans plus de 100 pays \u00e0 travers le monde.&nbsp;<\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"<p>Odigo, l&rsquo;un des principaux fournisseurs europ\u00e9ens de solutions CCaaS (Contact Center as a Service), annonce le lancement d&rsquo;Odigo Extended Contact Center\u2122<\/p>\n","protected":false},"author":1,"featured_media":19813,"template":"","meta":{"_acf_changed":false,"external_url":"","publisher_name":"","footnotes":"","reading_time":""},"tags":[],"news-type":[156],"topic":[],"class_list":["post-19832","news","type-news","status-publish","has-post-thumbnail","hentry","news-type-press-release"],"acf":{"news-external-url":"","news-publisher-name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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