{"id":2644,"date":"2021-04-18T20:20:10","date_gmt":"2021-04-18T20:20:10","guid":{"rendered":"https:\/\/www.odigo.com\/?post_type=use-case&#038;p=2644"},"modified":"2026-03-28T00:34:30","modified_gmt":"2026-03-27T23:34:30","slug":"crm","status":"publish","type":"use-case","link":"https:\/\/odigo.com\/fr\/use-case\/crm\/","title":{"rendered":"Am\u00e9liorez l\u2019exp\u00e9rience agent et client en connectant notre solution CCaaS au logiciel CRM Salesforce"},"content":{"rendered":"<section class=\"intro-badges\">\n\t      <div class=\"container\">\n\t        <div class=\"row\">\n\t          <div class=\"col-lg-8\">\n\t            <div class=\"subtitle1\">Am\u00e9liorez l\u2019exp\u00e9rience agent et client en connectant notre solution CCaaS au logiciel CRM Salesforce<\/div>\n\t          <\/div>\n\t          <div class=\"col-lg-4\">\n\t            <img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04-29_Odigo.com-v2_Photo-library_L2-Use-cases_image-3_458x266px_RGB_opt1_v3_MAK-1-1.jpg\" alt=\"Am\u00e9liorez l\u2019exp\u00e9rience agent et client en connectant notre solution CCaaS au logiciel CRM Salesforce\" \/>\n\t          <\/div>\n\t        <\/div>\n\t      <\/div>\n\t    <\/section>\n    \n\n    <section\n        class=\"  section article-body use-case-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\" id=\"h-the-overview\">Le contexte<\/h2>\n\n\n\n<p>A global company wants to deploy Salesforce computer telephony integration (CTI) and is looking for a Contact Center as a Service (CCaaS) solution that natively integrates with its CRM. The objective? To improve and personalize their customer relationship management by giving agents a single, user-friendly solution to manage all channels. This will allow them to be more efficient and achieve better results while providing customers with seamless omnichannel experiences over all voice and digital channels. The native integration of the CCaaS solution into Salesforce will also enable intelligent routing that connects customers to the right agent, with the right skills, at the right time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\">Le challenge<\/h2>\n\n\n\n<h3 class=\"wp-block-heading subtitle1\" id=\"h-creating-an-immersive-omnichannel-shopping-experience-for-customers-that-is-consistent-across-markets-and-increases-agent-engagement-and-performance\">Cr\u00e9er une exp\u00e9rience d\u2019achat omnicanale immersive pour les clients qui soit coh\u00e9rente sur tous les march\u00e9s et qui renforce l\u2019engagement et les performances des conseillers.<\/h3>\n\n\n\n<p>La soci\u00e9t\u00e9 souhaite&nbsp;:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Obtenir la meilleure satisfaction client possible \u00e0 tous les points de contact,<\/li>\n\n\n\n<li>Am\u00e9liorer les performances des conseillers en leur permettant de travailler avec une seule interface,<\/li>\n\n\n\n<li>Assurer un routage des contacts entrants vers le conseiller le plus qualifi\u00e9,<\/li>\n\n\n\n<li>Obtenir des informations pertinentes sur les clients pour des r\u00e9ponses plus personnalis\u00e9es,<\/li>\n\n\n\n<li>Am\u00e9liorer le reporting omnicanal,<\/li>\n\n\n\n<li>Faciliter le t\u00e9l\u00e9travail.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\">La solution<\/h2>\n\n\n\n<h3 class=\"wp-block-heading subtitle1\" id=\"h-odigo-for-salesforce-enables-seamless-and-personalized-customer-interactions-with\">Odigo for Salesforce permet des interactions clients sans couture et personnalis\u00e9es gr\u00e2ce aux fonctionnalit\u00e9s suivantes&nbsp;:<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-embedded-cti-with-voice-capabilities\">CTI int\u00e9gr\u00e9e avec fonctions vocales<\/h4>\n\n\n\n<p>Couvrez tous les canaux vocaux gr\u00e2ce \u00e0 l\u2019int\u00e9gration t\u00e9l\u00e9phonie-informatique (CTI).<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-advanced-skill-based-routing-for-all-voice-and-digital-interactions\">Routage pr\u00e9cis bas\u00e9 sur les comp\u00e9tences pour toutes les interactions vocales et digitales<\/h4>\n\n\n\n<p>Mettez les clients en relation avec le conseiller le plus apte \u00e0 les assister.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-synchronized-agent-status-across-all-channels\">Synchronisation du statut des conseillers sur tous les canaux<\/h4>\n\n\n\n<p>Am\u00e9liorez les performances des conseillers en leur offrant des exp\u00e9riences agent coh\u00e9rentes.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-omnichannel-supervision-and-real-time-statistics\">Supervision omnicanale et statistiques en temps r\u00e9el<\/h4>\n\n\n\n<p>Assurez votre contr\u00f4le qualit\u00e9 gr\u00e2ce \u00e0 une meilleure visibilit\u00e9 et aux donn\u00e9es les plus r\u00e9centes.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-over-70-native-features-for-agents-supervisors-and-administrators\">Plus de 70 fonctions natives pour les conseillers, les superviseurs et les administrateurs<\/h4>\n\n\n\n<p>Proposez&nbsp;\u00e0 vos \u00e9quipes une grande vari\u00e9t\u00e9 de fonctionnalit\u00e9s.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-benefits\">Les avantages<\/h2>\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 row-boxes\"><div data-box=\"0\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-12_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_DS-Voice_03.png\" alt=\"\"\/><\/div><span class=\"box-title\">R\u00e9duction du temps d\u2019appel moyen de 20 secondes<\/span><\/div><\/div><div data-box=\"1\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-03-10_Odigo_Webpage_Icons_104x104px_Opt1_v1_Draft_MP_Voice-12.png\" alt=\"\"\/><\/div><span class=\"box-title\">R\u00e9duction de 25\u00a0% des taux d\u2019abandon<\/span><\/div><\/div><div data-box=\"2\" class=\"col-md-6 col-lg-4\"><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_ai-56.png\" alt=\"\"\/><\/div><span class=\"box-title\">R\u00e9duction de 10 \u00e0 20\u00a0% du temps post-appel<\/span><\/div><\/div><div data-box=\"3\" class=\"col-md-6 col-lg-4\"><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_ai-64.png\" alt=\"\"\/><\/div><span class=\"box-title\">Augmentation du net promoter score (NPS)<\/span><\/div><\/div><div data-box=\"4\" class=\"col-md-6 col-lg-4\"><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-79.png\" alt=\"\"\/><\/div><span class=\"box-title\">Am\u00e9lioration de la r\u00e9solution au premier contact (FCR)<\/span><\/div><\/div><div data-box=\"5\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_10.png\" alt=\"\"\/><\/div><span class=\"box-title\">R\u00e9duction de 25\u00a0% des taux de transfert<\/span><\/div><\/div><div data-box=\"6\" class=\"col-md-6 col-lg-4\"><div class=\"box box--regular\"><div class=\"box-img\"><img decoding=\"async\" src=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/04\/2021-04_16_Odigo-com-v2_Webpage-icons_bot_2.png\" alt=\"\"\/><\/div><span class=\"box-title\">Augmentation moyenne de la productivit\u00e9 nette de 30\u00a0%<\/span><p>*<em>Selon les donn\u00e9es exclusives d\u2019Odigo<\/em><\/p><\/div><\/div><\/div><\/div><\/section>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"<p>Am\u00e9liorez l\u2019exp\u00e9rience agent et client en connectant notre solution CCaaS au logiciel CRM Salesforce<\/p>\n","protected":false},"author":1,"featured_media":7147,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"4min"},"tags":[88],"industry":[],"topic":[],"class_list":["post-2644","use-case","type-use-case","status-publish","has-post-thumbnail","hentry","tag-salesforce"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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