{"id":21615,"date":"2025-04-29T12:40:40","date_gmt":"2025-04-29T12:40:40","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=21615"},"modified":"2026-02-24T12:31:16","modified_gmt":"2026-02-24T11:31:16","slug":"odigo-salesforce-service-cloud-voice","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/odigo-salesforce-service-cloud-voice\/","title":{"rendered":"Odigo x Salesforce Service Cloud Voice : le partenariat qui am\u00e9liore l\u2019exp\u00e9rience client"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h2 class=\"wp-block-heading\"><a id=\"_msocom_1\"><\/a>Une interface unique pour des agents plus efficaces<\/h2>\n\n\n\n<p>Passer d\u2019un \u00e9cran \u00e0 l\u2019autre, naviguer entre plusieurs applications, tenter de retrouver un contexte client en urgence\u2026 C\u2019est le quotidien de beaucoup d\u2019agents\u2009! R\u00e9sultat&nbsp;: perte de temps, concentration r\u00e9duite, et in\u00e9vitablement, une <strong>qualit\u00e9 de service <\/strong>qui en p\u00e2tit.<\/p>\n\n\n\n<p>L\u2019int\u00e9gration d\u2019<strong>Odigo<\/strong> avec Service Cloud Voice l\u00e8ve ces freins. Gr\u00e2ce \u00e0 notre connecteur, toutes les interactions sont accessibles directement depuis l\u2019interface Salesforce. R\u00e9sultat&nbsp;: une <strong>exp\u00e9rience beaucoup plus intuitive <\/strong>et la capacit\u00e9 de se recentrer sur l\u2019essentiel. D\u00e8s qu\u2019un appel est re\u00e7u (ou lanc\u00e9\u2009!), le conseiller visualise directement le profil et le parcours du client&nbsp;: son historique, ses demandes pass\u00e9es, les solutions apport\u00e9es, etc.<\/p>\n\n\n\n<p>Mais la solution ne se contente pas d\u2019afficher des donn\u00e9es, elle <strong>accompagne activement l\u2019agent durant la discussion<\/strong>. Chaque appel est automatiquement transcrit, en temps r\u00e9el et dans plus de 120&nbsp;langues. Coupl\u00e9e \u00e0 l\u2019IA Salesforce, cette transcription alimente ensuite une s\u00e9rie de <strong>fonctionnalit\u00e9s intelligentes<\/strong>. La solution propose par exemple des \u00ab\u2009<strong><em>Next best actions<\/em><\/strong>\u2009\u00bb, \u00e0 savoir des suggestions d\u2019actions adapt\u00e9es au fil de la conversation pour gagner en efficacit\u00e9. En fin d\u2019appel, un <a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/resume-de-conversation-ia-efficacite-operationnelle\/\">r\u00e9sum\u00e9 de conversation<\/a> est \u00e9galement <strong>g\u00e9n\u00e9r\u00e9 automatiquement de mani\u00e8re structur\u00e9e<\/strong> et directement exploitable. Le conseiller n\u2019a plus besoin de r\u00e9diger manuellement la synth\u00e8se post-appel, il gagne en confort de travail tout en assurant l\u2019homog\u00e9n\u00e9it\u00e9 et la tra\u00e7abilit\u00e9 des \u00e9changes.<\/p>\n\n\n\n<p>C\u00f4t\u00e9 performance, les gains s\u2019additionnent rapidement&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Plus de rapidit\u00e9<\/strong> gr\u00e2ce \u00e0 une interface intuitive et centralis\u00e9e<\/li>\n\n\n\n<li><strong>Moins d\u2019erreurs<\/strong> de saisie<\/li>\n\n\n\n<li>Du <strong>temps gagn\u00e9<\/strong> qui peut \u00eatre r\u00e9investi dans la relation client<\/li>\n<\/ul>\n\n\n\n<p>Et ces b\u00e9n\u00e9fices s\u2019appliquent \u00e9galement aux nouveaux arrivants. L\u2019ergonomie du connecteur permet une prise en main quasi instantan\u00e9e, et un <strong>onboarding rapide<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Une exp\u00e9rience client fluide et personnalis\u00e9e<\/h2>\n\n\n\n<p>Lorsqu\u2019un client contacte une marque, il s\u2019attend \u00e0 \u00eatre reconnu, \u00e9cout\u00e9 et \u00e0 obtenir des solutions. Rien de plus frustrant que de devoir r\u00e9p\u00e9ter maintes et maintes fois sa situation, ou \u00eatre transf\u00e9r\u00e9 sans que le nouvel interlocuteur ait connaissance du contexte.<\/p>\n\n\n\n<p>Gr\u00e2ce \u00e0Odigo et Salesforce SCV, <strong>chaque conseiller dispose imm\u00e9diatement des informations cl\u00e9s<\/strong>. L\u2019interaction se poursuit naturellement, m\u00eame apr\u00e8s un transfert, comme une seule et m\u00eame conversation.<\/p>\n\n\n\n<p>Les d\u00e9lais sont \u00e9court\u00e9s, les \u00e9changes sont plus personnalis\u00e9s et surtout plus coh\u00e9rents. Pour le client, cela se traduit par un <strong>sentiment de consid\u00e9ration renforc\u00e9<\/strong>, avec une demande comprise d\u00e8s le d\u00e9part et la volont\u00e9 d\u2019y rem\u00e9dier dans les meilleurs d\u00e9lais.<\/p>\n\n\n\n<p>Et ce souci du d\u00e9tail fait toute la diff\u00e9rence\u2009! En r\u00e9duisant l\u2019attente, en facilitant la r\u00e9solution au premier contact et en renfor\u00e7ant la continuit\u00e9 entre les interlocuteurs, la solution contribue directement \u00e0 <strong>augmenter la satisfaction<\/strong> et \u00e0 <strong>renforcer la fid\u00e9lit\u00e9<\/strong> des clients.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Une orchestration compl\u00e8te, port\u00e9e par l\u2019expertise Odigo<\/h2>\n\n\n\n<p>\u00c0 la fois <strong>op\u00e9rateur t\u00e9l\u00e9com et expert depuis plus de 30&nbsp;ans du Centre de Contact<\/strong>, Odigo prend en charge l\u2019ensemble du cycle en amont de la conversation&nbsp;: la collecte de l\u2019appel, la qualification pr\u00e9cise puis le routage intelligent vers l\u2019interlocuteur comp\u00e9tent. Gr\u00e2ce au connecteur, l\u2019agent retrouve tout le fruit de ce travail directement dans sa <strong>console Salesforce<\/strong>. <\/p>\n\n\n\n<p>Il dispose de tout le contexte n\u00e9cessaire pour offrir une prise en charge rapide et personnalis\u00e9e. Le tout, sans jamais quitter son environnement m\u00e9tier.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Zoom sur&nbsp;: la transcription<\/h3>\n\n\n\n<p>La transcription occupe une place centrale dans l\u2019optimisation du processus, et Odigo met un point d\u2019honneur \u00e0 proposer des capacit\u00e9s in\u00e9gal\u00e9es. En langue fran\u00e7aise particuli\u00e8rement (mais \u00e9galement dans d\u2019autres langues comme l\u2019anglais ou l\u2019espagnol), on retrouve :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>pr\u00e9cision sup\u00e9rieure<\/strong> \u00e0 celle de l\u2019humain<\/li>\n\n\n\n<li>Des <strong>mod\u00e8les enrichis<\/strong> par secteur, capables de comprendre les sp\u00e9cificit\u00e9s m\u00e9tiers<\/li>\n\n\n\n<li>La possibilit\u00e9 d\u2019ajouter le <strong>vocabulaire propre<\/strong> \u00e0 votre entreprise&nbsp;: noms de produits, services, acronymes, jargon technique\u2026<\/li>\n<\/ul>\n\n\n\n<p>Ce haut niveau de reconnaissance vocale assure des <strong>donn\u00e9es pr\u00e9cises<\/strong>, et imm\u00e9diatement utilisables dans le <strong>CRM<\/strong>. Une base solide pour <strong>analyser et am\u00e9liorer votre relation client<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">La gestion avanc\u00e9e des campagnes d\u2019appels<\/h3>\n\n\n\n<p>Odigo int\u00e8gre des fonctionnalit\u00e9s pour <strong>g\u00e9rer les campagnes d\u2019appels avec Service Cloud Voice<\/strong>. Vos \u00e9quipes peuvent&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Cibler les contacts<\/strong> avec des crit\u00e8res et un calendrier pr\u00e9cis<\/li>\n\n\n\n<li><strong>Distribuer intelligemment les appels<\/strong> aux agents avec plusieurs modes (preview et progressif, re-planification, qualification,\u2026)<\/li>\n\n\n\n<li><strong>Disposer d\u2019une remont\u00e9e de fiche client avec son contexte<\/strong>, quand le contact est reconnu dans le CRM<\/li>\n\n\n\n<li><strong>D\u00e9finir des cycles<\/strong> <strong>de rappels diff\u00e9renci\u00e9s<\/strong> selon le contexte&nbsp;: r\u00e9pondeur, absent, occup\u00e9, etc.)<\/li>\n\n\n\n<li><strong>Suivre en temps r\u00e9el les performances<\/strong> de la campagne<\/li>\n<\/ul>\n\n\n\n<p>Avec la solution de campagne d\u2019Odigo coupl\u00e9e \u00e0 l\u2019offre Service Cloud Voice de Salesforce, les entreprises b\u00e9n\u00e9ficient ainsi d\u2019un outil puissant de gestion et de pilotage des appels sortants. \u00c0 la cl\u00e9, des gains de productivit\u00e9 pour toutes les campagnes, qu\u2019ils s\u2019agissent d\u2019op\u00e9rations de ventes, de recouvrement ou encore de satisfaction clients.<\/p>\n\n\n\n<p><strong>Odigo<\/strong> est un \u00e9diteur de solutions de <strong>Contact Center as a Service (CCaaS)<\/strong>. Notre vocation est d\u2019am\u00e9liorer l\u2019efficacit\u00e9 des interactions entre une marque et ses clients.<\/p>\n\n\n\n<p>Notre \u00e9quipe cumule plus de <strong>10&nbsp;ans d\u2019expertise<\/strong> <strong>dans l\u2019int\u00e9gration avec les CRM<\/strong>. Odigo est le <strong>premier partenaire BYOT europ\u00e9en<\/strong> de Salesforce sur Service Cloud Voice. Cette expertise se traduit par des b\u00e9n\u00e9fices concrets&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>productivit\u00e9 augment\u00e9e<\/strong> pour les agents<\/li>\n\n\n\n<li>Une <strong>satisfaction renforc\u00e9e <\/strong>des agents et des clients<\/li>\n\n\n\n<li>Une <strong>qualit\u00e9 de donn\u00e9es am\u00e9lior\u00e9e<\/strong><\/li>\n\n\n\n<li>Un <strong>suivi fluide<\/strong> de bout en bout<\/li>\n\n\n\n<li>Une <strong>mise en \u0153uvre rapide<\/strong> <strong>et adapt\u00e9e<\/strong> \u00e0 votre contexte<\/li>\n<\/ul>\n\n\n\n<p>Notre offre est ouverte, \u00e9volutive et con\u00e7ue pour s\u2019adapter \u00e0 vos usages pr\u00e9sents comme futurs. Vous souhaitez en savoir plus\u2009? <a href=\"https:\/\/odigo.com\/fr-fr\/demande-de-demo\/\">Demandez une d\u00e9mo.<\/a><\/p>\n\n\n\n<div style=\"height:36px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\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.odigo.com\/fr-fr\/connecteur-odigo-pour-service-cloud-voice\/\" id=\"tracking\">Demander une d\u00e9mo<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<p><\/p>\n\n\n\n\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Odigo et Salesforce Service Cloud Voice, c\u2019est la combinaison de deux solutions expertes pour am\u00e9liorer le quotidien des agents, et l\u2019exp\u00e9rience client.<br \/>\nGr\u00e2ce \u00e0 notre connecteur, vous offrez \u00e0 vos \u00e9quipes une console unifi\u00e9e pour g\u00e9rer toutes les interactions. En r\u00e9unissant le meilleur du Contact Center et du CRM, les agents disposent de toute la palette d\u2019outils n\u00e9cessaires pour r\u00e9pondre aux attentes des clients, et leur proposer une exp\u00e9rience coh\u00e9rente de bout en bout.<\/p>\n","protected":false},"author":2,"featured_media":21616,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":1266},"categories":[197],"tags":[57],"topic":[],"class_list":["post-21615","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils","tag-crm-integration"],"acf":{"blog_author":[1266]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Odigo x Salesforce Service Cloud Voice : le partenariat qui am\u00e9liore l&#039;exp\u00e9rience client<\/title>\n<meta name=\"description\" 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