{"id":10924,"date":"2022-03-18T09:08:23","date_gmt":"2022-03-18T09:08:23","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=10924"},"modified":"2022-03-18T09:08:23","modified_gmt":"2022-03-18T09:08:23","slug":"le-design-dune-solution-ccaas-se-doit-de-placer-lhumain-au-centre","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/le-design-dune-solution-ccaas-se-doit-de-placer-lhumain-au-centre\/","title":{"rendered":"Le design d’une solution CCaaS se doit de placer l\u2019humain au centre"},"content":{"rendered":"\n\n \n\n
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Avant la COVID-19, la digitalisation accrue risquait de neutraliser le potentiel \u00e9motionnel des marques. Depuis quelques ann\u00e9es, on constate cependant un engouement croissant pour des solutions qui permettent \u00e0 ces marques et entreprises de renouer avec la compassion, l’empathie<\/a> et l’expertise, indispensables pour se d\u00e9marquer, progresser et se d\u00e9velopper. Ce sont ces valeurs qui devraient \u00eatre au c\u0153ur du processus de cr\u00e9ation des solutions de centre de contacts.  <\/p>\n\n\n\n

Valeur n\u00b01 : l’humanit\u00e9  <\/h2>\n\n\n\n

Que ce soit dans une optique d’optimisation de l’exp\u00e9rience client<\/a> ou agent<\/a>, il convient de garder \u00e0 l’esprit que les personnes qui travaillent pour vous et ach\u00e8tent vos produits sont avant-tout des \u00eatres humains. L’intelligence artificielle<\/a> (IA) peut y contribuer de deux mani\u00e8res. Tout d’abord, en simplifiant la vie du conseiller en le d\u00e9chargeant des t\u00e2ches chronophages et peu stimulantes. Pendant que l’IA s\u2019occupe des demandes simples, le conseiller va pouvoir se concentrer sur des activit\u00e9s \u00e0 forte valeur ajout\u00e9e, o\u00f9 son expertise et son empathie vont faire la diff\u00e9rence. Le conseiller peut alors se concentrer sur des demandes plus complexes \u00e0 travers une vari\u00e9t\u00e9 de canaux<\/a>, voix<\/a>, chat<\/a> ou encore vid\u00e9o<\/a>. <\/p>\n\n\n\n

Ensuite, l’IA permet de r\u00e9soudre plus efficacement les probl\u00e8mes des clients, notamment gr\u00e2ce \u00e0 la visualisation de donn\u00e9es par l\u2019interm\u00e9diaire de tableaux de bord<\/a>. Ces derniers apportent aux conseillers des donn\u00e9es contextuelles et autres informations cl\u00e9s dont ils ont besoin. En effet, le client n’ayant pas besoin de se r\u00e9p\u00e9ter, il a l\u2019impression que ses probl\u00e8mes ont \u00e9t\u00e9 entendus, compris et trait\u00e9s par la marque. C’est comme cela que se nouent des relations, et que se d\u00e9veloppent des marques \u2013 en traitant les humains comme des humains.<\/p>\n\n\n\n

Valeur n\u00b02 : l’engagement<\/h2>\n\n\n\n

Tout fournisseur de solutions CCaaS<\/a> peut facilement comprendre les inqui\u00e9tudes d\u2019un responsable de centre de contacts qui pense \u00e0 remplacer sa solution actuelle, et ce que cela implique en mati\u00e8re de refonte des processus commerciaux. C’est pourquoi tout bon fournisseur de solutions CCaaS se doit de proposer \u00e0 ses clients une assistance de bout en bout, de la conception au d\u00e9ploiement, mais aussi des conseils d’experts qui connaissent leur march\u00e9 et leur client\u00e8le.\u00a0<\/p>\n\n\n\n

Quand un centre de contacts investit dans une nouvelle solution, le fournisseur ne peut pas simplement la vendre et en rester l\u00e0. En effet, une majorit\u00e9 de clients attend des fournisseurs qu’ils s\u2019engagent \u00e0 leur c\u00f4t\u00e9 pour am\u00e9liorer leur exp\u00e9rience client. Lorsque les marques s’engagent aupr\u00e8s de leurs clients, elles se doivent de garantir la qualit\u00e9 des interactions avec ces derniers<\/a>. De m\u00eame, une entreprise doit savoir valoriser les performances de ses collaborateurs afin d’am\u00e9liorer leur exp\u00e9rience.<\/p>\n\n\n\n

Valeur n\u00b03 : l’ouverture<\/h2>\n\n\n\n

Les nouvelles solutions ne devraient pas se contenter de proposer les m\u00eames fonctionnalit\u00e9s que la solution pr\u00e9c\u00e9dente, elles devraient au contraire chercher des axes d\u2019am\u00e9lioration. Il faut rester conscient qu\u2019une solution CCaaS ne reste qu\u2019une seule qu’une pi\u00e8ce, certes ma\u00eetresse, du puzzle de l’exp\u00e9rience client. L\u2019une de ses principales forces r\u00e9side en sa capacit\u00e9 \u00e0 s’int\u00e9grer facilement avec d’autres technologies de pointe. On peut penser ici \u00e0 des connecteurs avec des solutions d\u2019intelligence artificielle, comme Google CCAI<\/a> ou IBM Watson<\/a>, des outils d\u2019optimisation des effectifs, comme Verint<\/a>, des plateformes de communications unifi\u00e9es (UCaaS), comme Microsoft Teams<\/a>, et, bien s\u00fbr, des logiciels de gestion de la relation client (CRM), \u00e0 l\u2019instar de Salesforce et Pegasystems<\/a>. <\/p>\n\n\n\n

Seule, une solution CCaaS sera rarement en mesure de r\u00e9pondre \u00e0 tous les besoins. Elle doit pouvoir facilement se connecter avec d’autres outils technologiques. Ce n’est qu’ainsi que les entreprises pourront tenir leurs engagements envers leurs clients.<\/p>\n\n\n\n

Humanit\u00e9, engagement et ouverture : les ma\u00eetres-mots d\u2019Odigo, un leader du CCaaS<\/h2>\n\n\n\n

Au fil des ann\u00e9es pass\u00e9es \u00e0 collaborer avec nos clients, nos revendeurs et nos partenaires technologiques, nous avons constat\u00e9 que les valeurs qui inspirent le design de nos solutions sont \u00e0 l\u2019origine de la confiance qui nous est accord\u00e9e. Elles g\u00e9n\u00e8rent aussi une croissance durable, qui profite \u00e9galement \u00e0 nos clients, aux clients de nos clients et \u00e0 nos partenaires. C’est la raison pour laquelle Frost & Sullivan positionne Odigo comme leader en mati\u00e8re de croissance, mais aussi comme l’un des fournisseurs de solutions CCaaS europ\u00e9ens les plus innovants dans le Frost Radar\u2122 : European CCaaS Market, 2021.<\/p>\n\n <\/div>\n\n <\/div>\n <\/div>\n\n <\/section>\n \n\n \n\n

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Les r\u00e9cents \u00e9v\u00e9nements qui ont conduit \u00e0 la g\u00e9n\u00e9ralisation du t\u00e9l\u00e9travail auraient pu causer de gros probl\u00e8mes aux entreprises. Cependant, une majorit\u00e9 d\u2019entre elles a su faire preuve de r\u00e9silience et de flexibilit\u00e9 et r\u00e9pondre rapidement aux nouvelles attentes de leurs clients. Les solutions de Contact Center as a Service (CCaaS), con\u00e7ues dans un souci de r\u00e9pondre aux besoins d’empathie et d’ouverture des clients et des conseillers des centres de contacts, ont rendu cela possible. Les entreprises leaders de leur secteur ont \u00e9galement su tirer leur \u00e9pingle du jeu et gagner des parts de march\u00e9. <\/p>\n","protected":false},"author":2,"featured_media":10899,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":6590},"categories":[197],"tags":[],"topic":[],"class_list":["post-10924","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":[6590]},"yoast_head":"\nUne solution CCaaS se doit de placer l'humain au centre<\/title>\n<meta name=\"description\" content=\"Quand les solutions CCaaS am\u00e9liorent l\u2019exp\u00e9rience client, des entreprises leaders de tous secteurs \u00e9mergent.\" \/>\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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