{"id":195877,"date":"2023-04-13T08:31:01","date_gmt":"2023-04-13T08:31:01","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=success-story&#038;p=15318"},"modified":"2026-04-03T16:16:15","modified_gmt":"2026-04-03T15:16:15","slug":"dhl-parcel","status":"publish","type":"success-story","link":"https:\/\/odigo.com\/fr\/success-story\/dhl-parcel\/","title":{"rendered":"DHL Parcel"},"content":{"rendered":"    <section\n        class=\"  section article-body success-story-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<h1 class=\"wp-block-heading\" id=\"h-pmu-and-odigo-a-solid-partnership-that-owes-nothing-to-chance\">DHL Parcel livre avec un centre de contacts bas\u00e9 sur le cloud<\/h1>\n\n\n    <section class=\"section section--article-banner\">\n        <div class=\"article-banner article-banner-bg-gray\">\n            <div class=\"article-banner-content\">\n                <div class=\"article-banner-image\">\n                    <img decoding=\"async\" class=\"article-banner-image-top\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/04\/2023-04-05_DHL-Success-Story_Ebook-cover_FR_900x600.png\" alt=\"\"\/>\n                    <img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/04\/2023-04-05_DHL-Success-Story_Ebook-cover_FR_900x600.png\" alt=\"\"\/>\n                <\/div>\n                <div class=\"article-banner-inner\">\n                    <div class=\"article-banner-text\"><\/div>\n                    <a class=\"link-icon\" href=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/04\/2023-02-22_Website_GL-Success-Stories_DHL_PDF-FR_RGB_Final.pdf\" target=\"\">T\u00e9l\u00e9chargez le PDF<\/a>\n                <\/div>\n            <\/div>\n            <a class=\"link-icon article-banner-link-bottom\" href=\"https:\/\/odigo.com\/wp-content\/uploads\/2023\/04\/2023-02-22_Website_GL-Success-Stories_DHL_PDF-FR_RGB_Final.pdf\" target=\"\">T\u00e9l\u00e9chargez le PDF<\/a>\n        <\/div>\n    <\/section>\n    \n\n\n<h2 class=\"wp-block-heading\" id=\"h-overview\">Le contexte<\/h2>\n\n\n\n<p>Le groupe Deutsche Post DHL est la plus grande entreprise de services postaux et de logistique au monde. Comptant plus d\u2019un demi-million d\u2019employ\u00e9s, l\u2019entreprise est pr\u00e9sente dans plus de 220 pays et territoires dans le monde. L\u2019une des unit\u00e9s au sein de cette entreprise mondiale est DHL Parcel. Dennis Camps, CS Application Executive chez DHL Parcel et responsable de la mise de \u0153uvre de la solution OdigoTM explique pourquoi DHL Parcel a choisi Odigo.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\">Le challenge<\/h2>\n\n\n\n<p>DHL Parcel avait besoin de passer \u00e0 une plateforme CCaaS pour offrir \u00e0 ses clients un service plus rapide et plus r\u00e9actif. Par ailleurs, l\u2019entreprise recherchait une solution permettant \u00e0 ses ambassadeurs de g\u00e9rer plus facilement leurs relations avec les clients. Il manquait \u00e9galement la possibilit\u00e9 d\u2019acheminer automatiquement les interactions vers des conseillers sp\u00e9cialis\u00e9s.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">La solution<\/h2>\n\n\n\n<p>La solution Odigo\u2122 impl\u00e9ment\u00e9e comprend :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contact Center for Voice (entrant\/sortant)<\/li>\n\n\n\n<li>Fonctionnalit\u00e9 de rappels<\/li>\n\n\n\n<li>SVI<\/li>\n\n\n\n<li>Enregistrement de la voix<\/li>\n\n\n\n<li>Connecteur Salesforce. com<\/li>\n\n\n\n<li>Verint WFM<\/li>\n\n\n\n<li>Verint QM<\/li>\n\n\n\n<li>T\u00e9l\u00e9phonie IP (hard et softphone)<\/li>\n\n\n\n<li>Reconnaissance vocale<\/li>\n\n\n\n<li>Num\u00e9ros de service et collecte des appels dans tous les pays<\/li>\n\n\n\n<li>Int\u00e9gration SiP<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits\">Les avantages<\/h2>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n<section class=\"section section--grid-images undefined\" class=\"wp-block-odigo-blocks-three-col-grid-with-image\"><div class=\"container\"><div class=\"row\"><div><div class=\"row row-boxes\"><div data-box=\"0\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/05\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_10.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Le routage des appels<\/strong><\/span><p><br>Apr\u00e8s sa mise en place chez DHL Parcel, la solution Odigo\u2122 a commenc\u00e9 \u00e0 apporter de grandes am\u00e9liorations au routage des appels. Avec la <a href=\"https:\/\/www.odigo.com\/fr-fr\/produits\/routage\/distribution-automatique-dappels-acd\/\" target=\"_blank\" rel=\"noreferrer noopener\">solution de distribution automatique d\u2019appels<\/a> (ACD), les probl\u00e8mes li\u00e9s aux appels mal rout\u00e9s ont tout simplement disparu.<br><\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-29_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Cloud.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Une interface unique<\/strong><\/span><p>La console d\u2019agent unifi\u00e9e d\u2019Odigo s\u2019int\u00e8gre de mani\u00e8re transparente dans la suite Salesforce, ce qui signifie que les conseillers ont d\u00e9sormais beaucoup plus de facilit\u00e9 \u00e0 g\u00e9rer les interactions. Ils n\u2019ont plus besoin de passer et de basculer d\u2019un \u00e9cran \u00e0 l\u2019autre et d\u2019une application \u00e0 l\u2019autre.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/05\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_4.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Paiement \u00e0 l&rsquo;usage<\/strong><\/span><p>L&rsquo;approche ouverte et flexible d\u2019Odigo pour augmenter ou r\u00e9duire les op\u00e9rations du centre de contacts s\u2019est av\u00e9r\u00e9e \u00eatre exactement ce dont DHL Parcel avait besoin. Elle est essentielle pour le client qui peut d\u00e9sormais g\u00e9rer sans difficult\u00e9 les pics saisonniers (les f\u00eates de fin d\u2019ann\u00e9e) ou les baisses de trafic, sans avoir recours \u00e0 des moyens suppl\u00e9mentaires. DHL Parcel ne paie que pour les interactions g\u00e9r\u00e9es par Odigo et non pour la capacit\u00e9 pr\u00e9vue sur la plateforme.<\/p><\/div><\/div><div data-box=\"1\" class=\"col-md-6\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/05\/2021-04_16_Odigo-com-v2_Webpage-icons_become-a-partner.png\" alt=\"\"\/><\/div><span class=\"box-title\"><strong>Le travail \u00e0 distance<\/strong><\/span><p>Lorsque la pand\u00e9mie de COVID-19 a frapp\u00e9 le monde en 2020, le <a href=\"https:\/\/www.odigo.com\/fr-fr\/produits\/engagement\/webrtc-softphone\/\" target=\"_blank\" rel=\"noreferrer noopener\">softphone int\u00e9gr\u00e9<\/a> d\u2019Odigo s\u2019est r\u00e9v\u00e9l\u00e9 \u00eatre la solution id\u00e9ale pour permettre \u00e0 DHL Parcel de faire la transition vers le t\u00e9l\u00e9travail. Odigo a aussi r\u00e9ussi son pari lorsqu\u2019il a fallu former de nouveaux conseillers dans un environnement de travail \u00e0 distance.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\t<section class=\"section section--company-info\">\n\t\t<div class=\"container\">\n\t\t\t<h2 class=\"wp-block-heading\">\n\t\t\t\t\u00c0 propos de l&#039;entreprise\t\t\t<\/h2>\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"row company-info-top\">\n\t\t\t\t\t<div class=\"col-md-3\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-29_Odigo_com-v2_logos__DHL-logo_214x60px_RGB-e1681375729105.png\"\n\t\t\t\t\t\t\talt=\"DHL logo\" \/>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-9 company-info-main\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t<div class=\"company-info-link\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"regular-link\" href=https:\/\/www.dhl.com>\n\t\t\t\t\t\t\t\t\tCompany website link\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-3 company-info-side\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Industry: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">Logistics<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"label\">Markets: <\/div>\n\t\t\t\t\t\t\t<div class=\"value\">Europe<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":15398,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"5"},"tags":[],"region":[],"industry":[],"topic":[],"class_list":["post-195877","success-story","type-success-story","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>DHL centre de 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