{"id":2088,"date":"2021-04-15T11:34:59","date_gmt":"2021-04-15T11:34:59","guid":{"rendered":"https:\/\/www.odigo.com\/?post_type=use-case&p=2088"},"modified":"2026-03-28T00:34:58","modified_gmt":"2026-03-27T23:34:58","slug":"routage-contextuel","status":"publish","type":"use-case","link":"https:\/\/odigo.com\/fr\/use-case\/routage-contextuel\/","title":{"rendered":"Comment le routage contextuel am\u00e9liore l\u2019exp\u00e9rience client et agent tout en optimisant l\u2019efficacit\u00e9 du centre de contacts"},"content":{"rendered":"
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Le routage des clients vers le conseiller le plus appropri\u00e9 au bon moment fid\u00e9lise les clients, engage les conseillers et transforme les centres de contacts en centres de valeur.<\/div>\n\t <\/div>\n\t
\n\t \"Comment\n\t <\/div>\n\t <\/div>\n\t <\/div>\n\t <\/section>\n \n\n \n\n
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Le contexte<\/h2>\n\n\n\n

Un op\u00e9rateur \u00e9nerg\u00e9tique semi-public a constat\u00e9 que ses abonn\u00e9s pr\u00e9f\u00e9raient  de plus en plus se tourner vers son service client plut\u00f4t que ses points de contact physiques. Les pics de volume ne sont pas trait\u00e9s aussi efficacement qu\u2019ils pourraient l\u2019\u00eatre, et des am\u00e9liorations sont n\u00e9cessaires en ce qui concerne la r\u00e9solution au premier contact (FCR), le temps de traitement moyen (AHT) et le customer effort score (CES). En outre, le taux de rotation des conseillers des centres de contacts a augment\u00e9, une tendance que la direction souhaite inverser gr\u00e2ce \u00e0 une augmentation de l\u2019engagement agent, pour am\u00e9liorer la satisfaction au travail.<\/p>\n\n\n\n

The challenge<\/h2>\n\n\n\n

Mettre les clients en relation avec les conseillers les plus aptes \u00e0 g\u00e9rer une situation donn\u00e9e. Il s\u2019agit de fournir aux conseillers une vision \u00e0 360 degr\u00e9s de la situation actuelle gr\u00e2ce \u00e0 la collecte de donn\u00e9es pertinentes issues de pr\u00e9c\u00e9dentes interactions. L\u2019historique, le profil et les besoins du client sont pris en compte afin qu\u2019il puisse \u00eatre transf\u00e9r\u00e9 instantan\u00e9ment vers le conseiller qui poss\u00e8de l\u2019expertise et les comp\u00e9tences requises pour une r\u00e9solution rapide et efficace du probl\u00e8me.<\/p>\n\n\n\n

La solution<\/h2>\n\n\n\n

Une strat\u00e9gie de routage contextuel personnalis\u00e9e pour r\u00e9pondre aux besoins des clients et tirer le meilleur parti des comp\u00e9tences des conseillers.<\/p>\n\n\n\n

Interface intuitive<\/h3>\n\n\n\n

\u00c9tablir et affiner des r\u00e8gles de routage qui mettent en pratique les strat\u00e9gies d\u2019engagement des clients.<\/p>\n\n\n\n

R\u00e8gles de routage bas\u00e9es sur le temps<\/h3>\n\n\n\n

Activer des r\u00e8gles de routage \u00e0 des dates et \u00e0 des heures pr\u00e9cises.<\/p>\n\n\n\n

D\u00e9cisions de routage bas\u00e9es sur les donn\u00e9es<\/h3>\n\n\n\n

Exploiter les donn\u00e9es du CRM et d\u2019autres outils dans les d\u00e9cisions de routage automatis\u00e9es.<\/p>\n\n\n\n

Analyse des r\u00e8gles de routage<\/h3>\n\n\n\n

Tester et \u00e9valuer les r\u00e8gles de routage avant de les rendre op\u00e9rationnelles, tout en analysant l\u2019efficacit\u00e9 des r\u00e8gles actuelles.<\/p>\n\n <\/div>\n\n <\/div>\n <\/div>\n\n <\/section>\n \n\n \n\n

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Les avantages<\/h2>\n\n\n\n
\"\"\/<\/div>R\u00e9duction de l\u2019AHT<\/span><\/div><\/div>
\"\"\/<\/div>Augmentation des taux de FCR<\/span><\/div><\/div>
\"\"\/<\/div>Am\u00e9lioration du CES<\/span><\/div><\/div>
\"\"\/<\/div>Strat\u00e9gies d\u2019exp\u00e9rience client sur mesure bas\u00e9es sur les r\u00e8gles de routage et de distribution<\/span><\/div><\/div>
\"\"\/<\/div>Meilleur engagement agent<\/span><\/div><\/div><\/div><\/div><\/section>\n\n <\/div>\n\n <\/div>\n <\/div>\n\n <\/section>\n ","protected":false},"excerpt":{"rendered":"

Le routage des clients vers le conseiller le plus appropri\u00e9 au bon moment fid\u00e9lise les clients, engage les conseillers et transforme les centres de contacts en centres de valeur.<\/p>\n","protected":false},"author":1,"featured_media":196583,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"4min"},"tags":[87],"industry":[],"topic":[],"class_list":["post-2088","use-case","type-use-case","status-publish","has-post-thumbnail","hentry","tag-routing"],"acf":[],"yoast_head":"\nEtude de cas Odigo - Routage contextuel<\/title>\n<meta name=\"description\" content=\"Comment le routage contextuel am\u00e9liore l\u2019exp\u00e9rience client et agent tout en optimisant l\u2019efficacit\u00e9 du centre de contacts\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/odigo.com\/fr\/use-case\/routage-contextuel\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Etude de cas Odigo - 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