Optimisez l’adoption de solutions automatisées intelligentes

Gonflez la productivité de vos agents avec des chatbots collaboratifs.

Vue d'ensemble

Les centres de contact utilisent l’intelligence artificielle (IA) pour optimiser la productivité.

Selon Gartner, 70 % des cas d’utilisation générale de l’IA concernent le service client et les centres de contact. D’ici 2020, les analystes estiment que 85 % des questions seront répondues par des chatbots.

Comment mettre en œuvre des chatbots afin d’optimiser la productivité sans nuire au niveau de qualité du service client?

Les chatbots sont parfois perçus simplement comme un outil permettant d’automatiser le service client et de réduire les coûts. Mais leur mauvaise mise en œuvre peut conduire à l’insatisfaction de vos clients. Pour en tirer pleinement parti au sein de votre centre de contact, les chatbots doivent également aider votre personnel : ils peuvent augmenter la productivité de vos agents en leur apportant le gain de temps nécessaire pour offrir à vos clients un service personnel et supérieur.

Nous pouvons vous aider à renforcer votre expérience client, via la mise en service de chatbots dédiés à la gestion des tâches orientées sur les données et au transfert des requêtes plus complexes à vos agents. Les chatbots peuvent aider vos agents en relayant automatiquement les informations critiques requises pour répondre régulièrement et efficacement aux clients individuels : ainsi, vous pouvez offrir une expérience client cohérente, attractive et connectée.

Featured products

  • Hosted and delivered from our global data centres, Cloud Contact Genesys delivers a complete customer contact service with consistent, seamless and personalised experiences across all touch-points. And we make sure there’s always alignment between the stage and type of customer journey. Your agents just need a network connection, browser and phone, and they can work from anywhere.
  • This secure private cloud solution combines our automated service delivery with Genesys SMART use cases. By templating design, processes, footprint, deployment and support, we reduce unknown elements, accelerate roll-out and speed time-to-value, so you can move quickly with confidence.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

Maximising your customer contact investment is a key priority. So, whatever you need, we offer multiple value-add applications to support your business goals and boost your customer experience.

Choose from:

  • a range of digital, mobile and social channels that deliver faster customer resolution, reduce your costs and improve your customer experience
  • AI-powered self-service solutions that deliver smarter customer engagement across every channel
  • a digital messaging platform that builds, delivers and orchestrates your customer interactions
  • a range of advanced speech recognition applications that offer a natural way of interacting with self-service platforms.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

A scalable, multichannel contact centre allowing you to scale the number of agents you need quickly, while only paying for what you use on a per agent, per month basis.

Cloud Contact Cisco is built to handle large volumes of customer interactions but it’s also flexible enough to get you started quickly with only 50 agents through a single, easy-to-use multimedia interface.

Network your back-office experts into the front office environment so that your customers with complex needs are directed to the people best suited to deal with them.

We make it easy to have your contact centre in the cloud, making your organisation more customer-focused.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

How your customers feel about you depends on how their experience of you matches their expectations.

Our consulting experts can review your contact centre operations to evaluate the effectiveness of your tools and technologies, your agent productivity, your key performance metrics and your internal processes. We spot gaps between your business goals and operations, help you deliver a more efficient customer experience and help you get the most from your current investments.

By working with us, you get a transformation roadmap that will make it easy for your customers to reach you, while optimising your operations to reduce costs and boost agent productivity.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

A multichannel, ‘out of the box’ cloud contact centre which lets you scale the number of agents you need quickly, while only paying for what you need on a per agent, per month basis.

You only need a network connection, browser and a phone.

You can add new agents or amend call-routing rules in seconds, so you keep full service even if, for whatever reason, your staff can’t get to work.

You can integrate old and new applications and services, and get rapid, high quality information through a single, intuitive interface.

Cloud Contact doesn’t mean total change – it can overlay your existing contact centre infrastructure seamlessly, and grow as your business evolves.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

Voice. Visual. Text. You can have self-service covered and integrated into your overall customer service experience.

Give your customers the power of personalised, continuous, context-aware conversations across different channels (IVR, messaging / Chatbot, mobile, web), as well as different interactions (informational and transactional).

With Auto Contact, you can have:

  • state-of-the-art text and speech recognition, powered by natural language
  • dynamic personalisation that presents menu options based on likely user intent.

Which gives you harmonious integration with your overall customer experience, so your agents don’t miss a beat when your customers need transfer to live assistance.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

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Produits présentés

A scalable, multichannel contact centre allowing you to scale the number of agents you need quickly, while only paying for what you use on a per agent, per month basis.

Cloud Contact Cisco is built to handle large volumes of customer interactions but it’s also flexible enough to get you started quickly with only 50 agents through a single, easy-to-use multimedia interface.

Network your back-office experts into the front office environment so that your customers with complex needs are directed to the people best suited to deal with them.

We make it easy to have your contact centre in the cloud, making your organisation more customer-focused.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

How your customers feel about you depends on how their experience of you matches their expectations.

Our consulting experts can review your contact centre operations to evaluate the effectiveness of your tools and technologies, your agent productivity, your key performance metrics and your internal processes. We spot gaps between your business goals and operations, help you deliver a more efficient customer experience and help you get the most from your current investments.

By working with us, you get a transformation roadmap that will make it easy for your customers to reach you, while optimising your operations to reduce costs and boost agent productivity.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

A multichannel, ‘out of the box’ cloud contact centre which lets you scale the number of agents you need quickly, while only paying for what you need on a per agent, per month basis.

You only need a network connection, browser and a phone.

You can add new agents or amend call-routing rules in seconds, so you keep full service even if, for whatever reason, your staff can’t get to work.

You can integrate old and new applications and services, and get rapid, high quality information through a single, intuitive interface.

Cloud Contact doesn’t mean total change – it can overlay your existing contact centre infrastructure seamlessly, and grow as your business evolves.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

Voice. Visual. Text. You can have self-service covered and integrated into your overall customer service experience.

Give your customers the power of personalised, continuous, context-aware conversations across different channels (IVR, messaging / Chatbot, mobile, web), as well as different interactions (informational and transactional).

With Auto Contact, you can have:

  • state-of-the-art text and speech recognition, powered by natural language
  • dynamic personalisation that presents menu options based on likely user intent.

Which gives you harmonious integration with your overall customer experience, so your agents don’t miss a beat when your customers need transfer to live assistance.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist

  • Hosted and delivered from our global data centres, Cloud Contact Genesys delivers a complete customer contact service with consistent, seamless and personalised experiences across all touch-points. And we make sure there’s always alignment between the stage and type of customer journey. Your agents just need a network connection, browser and phone, and they can work from anywhere.
  • This secure private cloud solution combines our automated service delivery with Genesys SMART use cases. By templating design, processes, footprint, deployment and support, we reduce unknown elements, accelerate roll-out and speed time-to-value, so you can move quickly with confidence.

Want to know more?

Get in contact with one of our experts to discuss your needs

Contact a specialist