{"id":20715,"date":"2022-07-22T18:07:03","date_gmt":"2022-07-22T18:07:03","guid":{"rendered":"https:\/\/nobelbiz.com\/?page_id=20715"},"modified":"2023-02-14T08:31:44","modified_gmt":"2023-02-14T08:31:44","slug":"glossaire-des-termes","status":"publish","type":"page","link":"https:\/\/nobelbiz.com\/fr\/ressources\/glossaire-des-termes\/","title":{"rendered":"Un glossaire des termes : Centre de Contact"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"20715\" class=\"elementor elementor-20715 elementor-15070\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b5ed9f4 elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default\" data-id=\"b5ed9f4\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f000607 ot-flex-column-vertical\" data-id=\"f000607\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-91818db elementor-align-center elementor-tablet-align-center elementor-widget elementor-widget-breadcrumbs\" data-id=\"91818db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav id=\"breadcrumbs\"><span><span><a href=\"https:\/\/nobelbiz.com\/fr\/\">Home<\/a><\/span><\/span><\/nav>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa51bca elementor-widget elementor-widget-heading\" data-id=\"aa51bca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Un glossaire des termes<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4c6b294 elementor-section-content-middle elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default elementor-invisible\" data-id=\"4c6b294\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;arrow&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_effects_offset&quot;:5,&quot;animation&quot;:&quot;fadeIn&quot;,&quot;animation_delay&quot;:500,&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 700 10\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M350,10L340,0h20L350,10z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9f8c338 ot-column-items-space-between ot-flex-column-horizontal\" data-id=\"9f8c338\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_scale_effect&quot;:&quot;yes&quot;,&quot;motion_fx_scale_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:-2,&quot;sizes&quot;:[]},&quot;motion_fx_scale_direction&quot;:&quot;out-in&quot;,&quot;motion_fx_scale_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:20,&quot;end&quot;:80}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fc24422 elementor-widget elementor-widget-text-editor\" data-id=\"fc24422\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#A-letter\">A<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7231956 elementor-widget elementor-widget-text-editor\" data-id=\"7231956\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#B-letter\">B<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac44416 elementor-widget elementor-widget-text-editor\" data-id=\"ac44416\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#C-letter\">C<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bdc6d4 elementor-widget elementor-widget-text-editor\" data-id=\"5bdc6d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#D-letter\">D<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d1a4453 elementor-widget elementor-widget-text-editor\" data-id=\"d1a4453\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#E-letter\">E<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fdcb7fb elementor-widget elementor-widget-text-editor\" data-id=\"fdcb7fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#F-letter\">F<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ca6b13 elementor-widget elementor-widget-text-editor\" data-id=\"8ca6b13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#G-letter\">G<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63317e2 elementor-widget elementor-widget-text-editor\" data-id=\"63317e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#H-letter\">H<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-731939f elementor-widget elementor-widget-text-editor\" data-id=\"731939f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#I-letter\">I<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08604fb elementor-widget elementor-widget-text-editor\" data-id=\"08604fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#L-letter\">L<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c4ea70 elementor-widget elementor-widget-text-editor\" data-id=\"1c4ea70\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#M-letter\">M<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a285493 elementor-widget elementor-widget-text-editor\" data-id=\"a285493\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#N-letter\">N<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a3232c elementor-widget elementor-widget-text-editor\" data-id=\"6a3232c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#O-letter\">O<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19a57fe elementor-widget elementor-widget-text-editor\" data-id=\"19a57fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#P-letter\">P<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4499a80 elementor-widget elementor-widget-text-editor\" data-id=\"4499a80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#Q-letter\">Q<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f2b2c9d elementor-widget elementor-widget-text-editor\" data-id=\"f2b2c9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#R-letter\">R<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a380f3 elementor-widget elementor-widget-text-editor\" data-id=\"9a380f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#S-letter\">S<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c87f371 elementor-widget elementor-widget-text-editor\" data-id=\"c87f371\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#T-letter\">T<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e4a97be elementor-widget elementor-widget-text-editor\" data-id=\"e4a97be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#V-letter\">V<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3af4d8 elementor-widget elementor-widget-text-editor\" data-id=\"d3af4d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #800000;\"><a style=\"color: #800000;\" href=\"#W-letter\">W<\/a><\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9205f36 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9205f36\" data-element_type=\"section\" data-e-type=\"section\" id=\"A-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-324dfe1 ot-flex-column-vertical\" data-id=\"324dfe1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ff59dde elementor-widget elementor-widget-iheading\" data-id=\"ff59dde\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">A<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">A<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10bd0c2 elementor-widget elementor-widget-text-editor\" data-id=\"10bd0c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Appel abandonn\u00e9\u00a0<\/b>: l\u2019appelant raccroche avant d\u2019atteindre un agent et avant qu\u2019un dialogue ne puisse s\u2019engager. Il est \u00e9galement appel\u00e9 appel perdu.<\/p><p><b>Abandonment Rate:\u00a0<\/b>The opposite of the success rate, represents the amount of callers who hang up before an agent answers the phone or before making a choice on an interactive voice response (IVR) system.<\/p><p><b>Adh\u00e9sion :\u00a0<\/b>\u00e9galement appel\u00e9e conformit\u00e9, elle \u00e9value la capacit\u00e9 d\u2019un sp\u00e9cialiste de la marque \u00e0 respecter son emploi du temps. \u00c9galement utilis\u00e9 pour \u00e9valuer la capacit\u00e9 d\u2019un sp\u00e9cialiste de la marque \u00e0 suivre un script, un message, une r\u00e9gle, une pratique ou une m\u00e9thode exactement comme on le lui a enseign\u00e9.<\/p><p><b>Agent :<\/b>\u00a0\u00e9galement connu sous le nom de CSR (Repr\u00e9sentant du Service Client) ou , c\u2019est la personne qui r\u00e9pond aux appels entrants et sortants dans un centre d\u2019appels.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Agent occup\u00e9:<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0le pourcentage de temps qu\u2019un sp\u00e9cialiste de la marque consacre activement \u00e0 la conversation ou au travail apr\u00e8s l\u2019appel, par opposition \u00e0 l\u2019inactivit\u00e9 (attente d\u2019un appel). Le temps total de traitement divis\u00e9 par la p\u00e9riode de rapport est utilis\u00e9 pour calculer l\u2019occupation des agents.<\/span><\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Agent Dynamic Scripting Designer :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">le script dynamique pour les agents est un moyen efficace de s\u2019assurer que les besoins de vos clients sont satisfaits chaque fois qu\u2019ils parlent \u00e0 un agent au t\u00e9l\u00e9phone. Ce logiciel de scripting permet \u00e0 vos agents de r\u00e9pondre aux clients de mani\u00e8re appropri\u00e9e, et pr\u00e9pare les agents \u00e0 chaque interaction avec le client.<\/span><\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">ANI :<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0l\u2019identification automatique du num\u00e9ro est souvent transmise par des fr\u00e9quences tonales v\u00e9hicul\u00e9es par la ligne t\u00e9l\u00e9phonique et appel\u00e9e CallerID. Une fonction du r\u00e9seau t\u00e9l\u00e9phonique qui envoie le num\u00e9ro de t\u00e9l\u00e9phone de l\u2019appelant au centre d\u2019appels en temps r\u00e9el. Les op\u00e9rateurs longue distance fournissent l\u2019ANI.<\/span><\/p><p><b>API :\u00a0<\/b>L\u2019interface de programmation d\u2019applications consiste en un ensemble de proc\u00e9dures, de protocoles et d\u2019instruments permettant d\u2019interagir avec un logiciel.<\/p><p><b>ASR :\u00a0<\/b>La reconnaissance automatique de la parole (ASR) est une technologie qui automatise une partie ou la totalit\u00e9 des \u00e9l\u00e9ments d\u2019un appel, permettant aux centres d\u2019appels d\u2019utiliser le langage naturel avec une faible participation des agents.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Analytique (Contact Center Analytics) :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">Utilisation d\u2019une vari\u00e9t\u00e9 d\u2019approches pour collecter les donn\u00e9es des consommateurs sur toutes les plateformes afin de stimuler le bonheur des clients, d\u2019am\u00e9liorer leur engagement et de d\u00e9tecter leurs besoins. L\u2019affichage visuel d\u2019aper\u00e7us bas\u00e9s sur les donn\u00e9es est g\u00e9n\u00e9ralement appliqu\u00e9 dans ce contexte.<\/span><\/p><p><b>Annonce :\u00a0<\/b>les appelants re\u00e7oivent une commande pr\u00e9enregistr\u00e9e. La publicit\u00e9 de marque peut inclure une r\u00e9ponse vocale r\u00e9-interactive, par exemple.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Acheminement et rapports bas\u00e9s sur les applications :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">par rapport \u00e0 l\u2019approche traditionnelle d\u2019acheminement et de suivi des transactions par groupe de lignes et agents, le distributeur automatique d\u2019appels (DAA) peut acheminer et suivre les transactions par type d\u2019application ou d\u2019appel.<\/span><\/p><p><b>Apps :\u00a0<\/b>programmes logiciels pour appareils mobiles qui permettent aux utilisateurs d\u2019ex\u00e9cuter des t\u00e2ches sp\u00e9cifiques. Les clients peuvent t\u00e9l\u00e9charger des apps de marques et de commerce \u00e9lectronique pour diff\u00e9rents services ou achats.<\/p><p><b>Architecture :<\/b>\u00a0la structure essentielle d\u2019un syst\u00e8me. Elle sp\u00e9cifie comment tous les composants du syst\u00e8me fonctionnent ensemble et comment ils sont interconnect\u00e9s.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Average Handle Time (AHT) :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">la dur\u00e9e moyenne d\u2019une rencontre, y compris le temps d\u2019attente, le temps de conversation et le travail apr\u00e8s l\u2019appel, est mesur\u00e9e par l\u2019AHT, une mesure de performance critique.<\/span><\/p><p><span style=\"font-weight: bold;\">Alertes en temps r\u00e9el :\u00a0<\/span>notification instantan\u00e9e des mesures importantes utilis\u00e9es pour offrir un aper\u00e7u de l\u2019activit\u00e9.<\/p><p><span style=\"font-weight: bold;\">Appel bloqu\u00e9 :\u00a0<\/span>lorsqu\u2019un appel ne peut pas \u00eatre achev\u00e9 en raison d\u2019une situation d\u2019occupation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-374028a elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"374028a\" data-element_type=\"section\" data-e-type=\"section\" id=\"B-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7cb610e ot-flex-column-vertical\" data-id=\"7cb610e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-45f5e78 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"45f5e78\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef28290 elementor-widget elementor-widget-iheading\" data-id=\"ef28290\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">B<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">B<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7277d1f elementor-widget elementor-widget-text-editor\" data-id=\"7277d1f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Business to business (B2B) :\u00a0<\/b>B2B d\u00e9signe les op\u00e9rations entre entreprises.<\/p><p><b>Business to consumer (B2C) :\u00a0<\/b>Les op\u00e9rations business-to-consumer (B2C) sont celles qui ont lieu entre les entreprises et les clients.<\/p><p><b>Business Process Outsourcing (externalisation des processus d\u2019entreprise)<\/b>\u00a0: processus d\u2019externalisation de certains processus d\u2019entreprise \u00e0 des fournisseurs de services tiers ou \u00e0 des entrepreneurs. En termes simples, cela signifie simplement choisir un personnel de centre d\u2019appels externalis\u00e9 plut\u00f4t que de fournir des op\u00e9rateurs de centre d\u2019appels.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Blended Agent :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">lorsqu\u2019un agent g\u00e8re \u00e0 la fois les appels entrants, les appels sortants et les applications.<\/span><\/p><p><b>Blended Call Center :\u00a0<\/b>lorsqu\u2019un centre d\u2019appels g\u00e8re un m\u00e9lange d\u2019appels entrants et sortants, de webchat, d\u2019e-mails, de SMS et de m\u00e9dias sociaux.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Brick and Mortar :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">la structure ou l\u2019installation r\u00e9elle, les locaux physiques d\u2019une soci\u00e9t\u00e9, o\u00f9 une entreprise m\u00e8ne ses activit\u00e9s.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-69d3073 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"69d3073\" data-element_type=\"section\" data-e-type=\"section\" id=\"C-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f99377 ot-flex-column-vertical\" data-id=\"1f99377\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bb8ec59 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"bb8ec59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2edc211 elementor-widget elementor-widget-iheading\" data-id=\"2edc211\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">C<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">C<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c344aae elementor-widget elementor-widget-text-editor\" data-id=\"c344aae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Centre d\u2019appels :<\/b>\u00a0lieu physique qui fournit des services entrants, sortants et un libre-service limit\u00e9 aux consommateurs, en combinant des ressources humaines et technologiques.<\/p><p><b>Call Blending :\u00a0<\/b>processus d\u2019attribution du flux entrant\/sortant de courriels, d\u2019appels, de webchat ou de toute autre interaction \u00e0 un groupe d\u2019agents.<\/p><p><b>Conformit\u00e9 PCI :<\/b>\u00a0La norme de s\u00e9curit\u00e9 des donn\u00e9es de l\u2019industrie des cartes de paiement (PCI DSS) est un ensemble de directives de s\u00e9curit\u00e9 destin\u00e9es \u00e0 garantir que les entreprises qui traitent, acceptent ou stockent des informations sur les cartes de cr\u00e9dit op\u00e8rent dans un environnement s\u00e9curis\u00e9.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">CCaaS :<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0Le centre de contact en tant que service d\u00e9signe les solutions logicielles bas\u00e9es sur le cloud utilis\u00e9es par le personnel du centre d\u2019appels pour offrir une meilleure exp\u00e9rience globale au client. L\u2019infrastructure est h\u00e9berg\u00e9e dans le nuage plut\u00f4t que sur vos propres serveurs. L\u2019objectif principal d\u2019une solution CCaaS est d\u2019acheminer les appels de mani\u00e8re appropri\u00e9e et de conserver la trace des interactions avec vos clients.<\/span><\/p><p><b>Canaux :\u00a0<\/b>les canaux de communication comprennent le t\u00e9l\u00e9phone, l\u2019e-mail, le chat et les m\u00e9dias sociaux.<\/p><p><b>Conformit\u00e9 :\u00a0<\/b>dans un centre d\u2019appels, le fait de se conformer aux normes et r\u00e8gles du gouvernement ou de l\u2019administration. Les normes PCI (Payment Card Industry), par exemple, exigent que les transactions financi\u00e8res et les informations relatives aux cartes de cr\u00e9dit soient prot\u00e9g\u00e9es.<\/p><p><b>CPaaS :\u00a0<\/b>est une solution de communication bas\u00e9e sur le cloud avec une API permettant une int\u00e9gration simple avec toute application actuelle.<\/p><p>Elle inclut le chat audio et vid\u00e9o, la surveillance et d\u2019autres fonctionnalit\u00e9s sur mesure que vous pouvez int\u00e9grer dans n\u2019importe quelle application orient\u00e9e client pour permettre \u00e0 vos employ\u00e9s de r\u00e9pondre aux questions et aux probl\u00e8mes des consommateurs en temps r\u00e9el.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Centre de contact :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">G\u00e9n\u00e9ralement synonyme de centre d\u2019appels. Un centre de contact traitera les courriels, les chats, les m\u00e9dias sociaux, les SMS et les t\u00e9l\u00e9copies \u2013 et pas seulement les appels. L\u2019International Customer Management Institute (ICMI) d\u00e9finit un centre de contact comme un syst\u00e8me coordonn\u00e9 de personnes, de processus, de technologies et de strat\u00e9gies qui fournit un acc\u00e8s aux informations, aux ressources et \u00e0 l\u2019expertise, par le biais de canaux de communication appropri\u00e9s, permettant des interactions qui cr\u00e9ent de la valeur pour le client et l\u2019organisation.<\/span><\/p><p><b>CTI \u2013 Computer Telephony Integration :\u00a0<\/b>CTI ou Computer Telephony Integration est une technologie qui a \u00e9t\u00e9 d\u00e9velopp\u00e9e en r\u00e9ponse au besoin des entreprises de connecter leurs r\u00e9seaux de t\u00e9l\u00e9communications \u00e0 leurs ordinateurs. La CTI int\u00e8gre des technologies de t\u00e9l\u00e9phonie vocale, de num\u00e9rotation, de vid\u00e9o ou de voix sur IP qui \u00e9tablissent de nouvelles et meilleures fa\u00e7ons de communiquer.<\/p><p><span style=\"font-weight: bold;\">Centre d\u2019assistance :\u00a0<\/span>Un centre d\u2019appel qui est mis en place pour r\u00e9pondre aux questions concernant l\u2019installation, l\u2019utilisation ou les probl\u00e8mes d\u2019un produit. Le mot est le plus souvent associ\u00e9 aux centres d\u2019assistance pour les logiciels et le mat\u00e9riel informatique. Il est le plus souvent utilis\u00e9 pour d\u00e9crire le service d\u2019assistance \u00e0 la client\u00e8le d\u2019un fournisseur de logiciels ou de mat\u00e9riel informatique.<\/p><p><b>Centre d\u2019appels multicanal en cloud :\u00a0<\/b>Un centre d\u2019appels multicanal en nuage est une plateforme d\u2019exp\u00e9rience client qui int\u00e8gre de multiples points de contact \u2013 y compris la voix, le texte, les m\u00e9dias sociaux et le Web \u2013 rendant les interactions client accessibles via un serveur Internet.<\/p><p><span style=\"font-weight: bold;\">Centre d\u2019appels Cloud Omnicanal :<\/span>\u00a0Un centre d\u2019appels en cloud omnicanal est un centre de contact multicanal qui utilise une infrastructure et des services contemporains bas\u00e9s sur le cloud pour offrir des exp\u00e9riences client transparentes sur tous les points de contact. Dans un centre d\u2019appels bas\u00e9 sur le cloud, l\u2019entreprise ne poss\u00e8de pas, n\u2019h\u00e9berge pas et n\u2019exploite pas l\u2019\u00e9quipement sur lequel fonctionne le centre d\u2019appels ; l\u2019infrastructure du centre d\u2019appels est plut\u00f4t h\u00e9berg\u00e9e par un fournisseur de services tiers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0d89f6c elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0d89f6c\" data-element_type=\"section\" data-e-type=\"section\" id=\"D-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8464865 ot-flex-column-vertical\" data-id=\"8464865\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d475eeb elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d475eeb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7cef5e elementor-widget elementor-widget-iheading\" data-id=\"a7cef5e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">D<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">D<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82aefbe elementor-widget elementor-widget-text-editor\" data-id=\"82aefbe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">Disponibilit\u00e9 de l\u2019agent :\u00a0<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">parfois exprim\u00e9e en pourcentage, c\u2019est une mesure du temps pendant lequel les sp\u00e9cialistes de la marque sont disponibles pour prendre les appels entrants.<\/span><\/p><p><b>Donn\u00e9es en temps r\u00e9el (RTD) :\u00a0<\/b>Fr\u00e9quemment utilis\u00e9es dans la navigation et le suivi, les donn\u00e9es en temps r\u00e9el fournissent instantan\u00e9ment les informations collect\u00e9es, sans d\u00e9calage dans l\u2019actualit\u00e9 de l\u2019information.<\/p><p><b>DAA :<\/b>\u00a0sur la base de crit\u00e8res de distribution pr\u00e9\u00e9tablis, le syst\u00e8me envoie intelligemment un appel \u00e0 l\u2019agent le plus appropri\u00e9, en fonction des demandes de l\u2019appelant. Le Distributeur Automatique D\u2019appels (DAA) est un syst\u00e8me logiciel de t\u00e9l\u00e9phonie qui r\u00e9pond aux appels entrants et les envoie \u00e0 l\u2019agent ou au service appropri\u00e9 au sein d\u2019une entreprise. Sur la base de crit\u00e8res de distribution pr\u00e9d\u00e9finis, le syst\u00e8me envoie intelligemment un appel \u00e0 l\u2019agent le plus appropri\u00e9 en fonction des demandes de l\u2019appelant.<\/p><p><b>Direct to Consumer (D2C) :\u00a0<\/b>D\u00e9crit la relation commerciale consistant \u00e0 vendre directement au consommateur sans interm\u00e9diaire.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Dynamic Business Routing (DBR) :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">s\u2019occupe de l\u2019acheminement, de la gestion des files d\u2019attente d\u2019appels et de la distribution aux agents, ce qui donne une capacit\u00e9 beaucoup plus grande. Cela permet d\u2019acheminer les conversations t\u00e9l\u00e9phoniques et d\u2019autres interactions multicanaux, comme les courriels, les messages Twitter, les t\u00e2ches de back-office et les documents scann\u00e9s, les t\u00e9l\u00e9copies, les enregistrements audio\/vid\u00e9o, etc.<\/span><\/p><p><span style=\"font-weight: bold;\">D\u00e9tection du r\u00e9pondeur (AMD)<\/span>\u00a0: La d\u00e9tection de r\u00e9pondeur ou AMD vous permet de savoir qui se trouve \u00e0 l\u2019autre bout d\u2019un appel sortant et d\u2019adapter votre flux d\u2019appels en cons\u00e9quence. Vous pouvez utiliser AMD pour savoir si un appel t\u00e9l\u00e9phonique sortant a \u00e9t\u00e9 r\u00e9pondu par un humain, un r\u00e9pondeur ou un t\u00e9l\u00e9copieur. L\u2019appelant est reli\u00e9 \u00e0 l\u2019agent une fois que l\u2019AMD a ex\u00e9cut\u00e9 et pris sa d\u00e9cision.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-88baf6e elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"88baf6e\" data-element_type=\"section\" data-e-type=\"section\" id=\"E-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2d77e66 ot-flex-column-vertical\" data-id=\"2d77e66\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4bd985d elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4bd985d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42bd624 elementor-widget elementor-widget-iheading\" data-id=\"42bd624\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">E<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">E<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eacb77c elementor-widget elementor-widget-text-editor\" data-id=\"eacb77c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Engagement des employ\u00e9s :\u00a0<\/b>La mesure dans laquelle les employ\u00e9s sont activement engag\u00e9s dans leur travail et soutiennent leurs clients. Il peut \u00eatre un facteur important de fid\u00e9lisation, de motivation, de performance, de communication avec les clients et de r\u00e9ussite de l\u2019entreprise.<\/p><p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">Exp\u00e9rience client (CX) :\u00a0<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">l\u2019ensemble des opinions et des sentiments d\u2019un consommateur \u00e0 la suite d\u2019interactions avec les produits et services d\u2019une marque est appel\u00e9 exp\u00e9rience client (CX).<\/span><\/p><p><span style=\"font-weight: bold;\">\u00c9quivalent temps plein :<\/span>\u00a0le nombre de personnes que vous devez embaucher, pour cr\u00e9er une \u00e9quipe, qui peut conduire la performance au niveau attendu. Plus pr\u00e9cis\u00e9ment, un ETP correspond aux heures d\u2019un employ\u00e9 \u00e0 temps plein. Il peut se composer de quelques employ\u00e9s \u00e0 temps partiel, dont le travail total donne une occupation \u00e0 temps plein.<\/p><p><span style=\"font-weight: bold;\">Enregistrement des appels :<\/span>\u00a0C\u2019est une technologie qui permet aux centres d\u2019appels de capturer et d\u2019enregistrer toutes les interactions t\u00e9l\u00e9phoniques des clients et des agents. L\u2019appelant doit \u00eatre inform\u00e9 avant que l\u2019appel ne soit enregistr\u00e9. L\u2019enregistrement des appels est \u00e9galement utilis\u00e9 pour capturer une offre, une action ou une transaction effectu\u00e9e par n\u2019importe quelle partie de la conversation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-12bb80c elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"12bb80c\" data-element_type=\"section\" data-e-type=\"section\" id=\"F-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2262667 ot-flex-column-vertical\" data-id=\"2262667\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-38e6b21 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"38e6b21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78f978c elementor-widget elementor-widget-iheading\" data-id=\"78f978c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">F<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">F<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90e999a elementor-widget elementor-widget-text-editor\" data-id=\"90e999a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>First Call Resolution (FCR) :\u00a0<\/b>Diagnostiquer et r\u00e9soudre correctement les probl\u00e8mes du client d\u00e8s le premier contact. Cette mesure de la relation client illustre la qualit\u00e9 du service que les clients re\u00e7oivent en mesurant la fr\u00e9quence \u00e0 laquelle leurs probl\u00e8mes sont r\u00e9solus au premier point de contact. Elle est g\u00e9n\u00e9ralement prise en charge par une application de CRM ou de gestion des cas.<\/p><p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">File d\u2019attente\u00a0<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">: Une forme de num\u00e9ro d\u2019annuaire qui est utilis\u00e9e pour retenir les appels ou les messages qui attendent une r\u00e9ponse. Elle peut \u00e9galement d\u00e9signer une ligne ou une liste d\u2019objets dans un syst\u00e8me qui attendent d\u2019\u00eatre trait\u00e9s.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9e1df64 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9e1df64\" data-element_type=\"section\" data-e-type=\"section\" id=\"G-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9e4a12b ot-flex-column-vertical\" data-id=\"9e4a12b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a1b7234 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a1b7234\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-972f075 elementor-widget elementor-widget-iheading\" data-id=\"972f075\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">G<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">G<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-edfd2fb elementor-widget elementor-widget-text-editor\" data-id=\"edfd2fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">Gestion de la relation client (CRM) :<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0solution technologique de centre d\u2019appels qui permet aux employ\u00e9s d\u2019acc\u00e9der aux informations et \u00e0 l\u2019historique des comptes dans le but d\u2019offrir une exp\u00e9rience client personnalis\u00e9e en temps r\u00e9el sur tous les canaux, y compris la voix, le web et les r\u00e9seaux sociaux.<\/span><\/p><p><span style=\"font-weight: bold;\">Gestion de l\u2019exp\u00e9rience client (CEM) :\u00a0<\/span>proc\u00e9dures d\u2019une entreprise pour le suivi des interactions entre les clients et les agents du centre de contact.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-896cda8 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"896cda8\" data-element_type=\"section\" data-e-type=\"section\" id=\"H-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fe9cbaa ot-flex-column-vertical\" data-id=\"fe9cbaa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bc69939 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"bc69939\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc15b93 elementor-widget elementor-widget-iheading\" data-id=\"dc15b93\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">H<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">H<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b47fc5 elementor-widget elementor-widget-text-editor\" data-id=\"4b47fc5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Centre de contact hybrid<\/strong>: Un centre de contact h\u00e9berg\u00e9 permet un support client hors site via une gamme de canaux de communication tels que le chat Web, le courrier \u00e9lectronique et le t\u00e9l\u00e9phone. Un centre de contact h\u00e9berg\u00e9 est soit enti\u00e8rement g\u00e9r\u00e9 par un tiers avec des agents externes, soit fait r\u00e9f\u00e9rence \u00e0 un mod\u00e8le dans lequel le logiciel de centre de contact que vos propres agents utilisent est h\u00e9berg\u00e9 hors site ou dans le cloud, permettant le travail \u00e0 distance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-25a5fbe elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"25a5fbe\" data-element_type=\"section\" data-e-type=\"section\" id=\"I-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-36b67cf ot-flex-column-vertical\" data-id=\"36b67cf\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b1098b4 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b1098b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d6e27b elementor-widget elementor-widget-iheading\" data-id=\"5d6e27b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">I<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">I<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bc8bd4 elementor-widget elementor-widget-text-editor\" data-id=\"4bc8bd4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Inbound:\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">Les appels entrants, les courriels, les chats, les m\u00e9dias sociaux ou les demandes par SMS qui sont initi\u00e9s par les clients et les prospects.<\/span><\/p><p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">IA (Intelligence Artificielle) :\u00a0<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">La capacit\u00e9 d\u2019un ordinateur \u00e0 simuler les qualit\u00e9s cognitives humaines telles que l\u2019apprentissage et la compr\u00e9hension.<\/span><\/p><p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">Identification de l\u2019appelant :\u00a0<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">informations sur un appelant sur le t\u00e9l\u00e9phone ou sur un \u00e9cran s\u00e9par\u00e9. Cela permet \u00e0 la personne qui re\u00e7oit l\u2019appel de d\u00e9terminer qui tente de la contacter. Il est essentiel de penser \u00e0 l\u2019image de marque de l\u2019entreprise lors des appels sortants.<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\"><br \/><\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1f9d016 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1f9d016\" data-element_type=\"section\" data-e-type=\"section\" id=\"L-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8305e2f ot-flex-column-vertical\" data-id=\"8305e2f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2d5ac38 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2d5ac38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ddb732 elementor-widget elementor-widget-iheading\" data-id=\"3ddb732\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">L<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">L<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6488be elementor-widget elementor-widget-text-editor\" data-id=\"e6488be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong style=\"color: var( --e-global-color-4b4d8b7 );\">Logiciel d&#8217;enregistrement d\u2019appel:<\/strong><span style=\"color: var( --e-global-color-4b4d8b7 );\"> Un logiciel d&#8217;enregistrement d\u2019appel permet de stocker l&#8217;historique des appels t\u00e9l\u00e9phoniques \u00e0 des fins de formation des \u00e9quipes et de suivi des performances. Avec le logiciel d&#8217;enregistrement d\u2019appel d&#8217;Aircall, les appels entrants et sortants peuvent \u00eatre enregistr\u00e9s et restent facilement accessibles dans le CRM.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e6f26f3 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e6f26f3\" data-element_type=\"section\" data-e-type=\"section\" id=\"M-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4b84da6 ot-flex-column-vertical\" data-id=\"4b84da6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-574815f elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"574815f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c74f88 elementor-widget elementor-widget-iheading\" data-id=\"5c74f88\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">M<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">M<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2d0c79 elementor-widget elementor-widget-text-editor\" data-id=\"c2d0c79\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Multicanal :\u00a0<\/b>approche marketing dans laquelle de nombreux canaux ind\u00e9pendants, tels que les magasins, les catalogues ou l\u2019Internet, sont utilis\u00e9s pour contacter un client.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-72d2fed elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"72d2fed\" data-element_type=\"section\" data-e-type=\"section\" id=\"N-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-66fb8f9 ot-flex-column-vertical\" data-id=\"66fb8f9\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f1148bc elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f1148bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c12d8ea elementor-widget elementor-widget-iheading\" data-id=\"c12d8ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">N<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">N<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1014fe elementor-widget elementor-widget-text-editor\" data-id=\"c1014fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Net Promoter Score :<\/b>&nbsp;Le NPS est un indicateur de croissance avanc\u00e9 bas\u00e9 sur une enqu\u00eate qui demande aux consommateurs, sur une \u00e9chelle de 0 \u00e0 10, dans quelle mesure ils sont susceptibles de sugg\u00e9rer une marque \u00e0 leurs amis et coll\u00e8gues. Les personnes interrog\u00e9es sont class\u00e9es en trois groupes : les promoteurs, qui obtiennent un score de 9 \u00e0 10 et sont des enthousiastes fid\u00e8les ; les passifs, qui obtiennent un score de 7 \u00e0 8 et sont satisfaits mais peu enthousiastes ; et les d\u00e9tracteurs, qui obtiennent un score de 0 \u00e0 6 et sont des consommateurs insatisfaits qui peuvent nuire \u00e0 la r\u00e9putation de l\u2019entreprise. et la croissance par la n\u00e9gativit\u00e9. Le score, qui peut varier entre -100 et 100, est calcul\u00e9 en soustrayant le pourcentage de promoteurs du pourcentage de d\u00e9tracteurs.<\/p>\n<p><b>Num\u00e9roteur automatique<\/b><b>&nbsp;:<\/b>&nbsp;une fois qu\u2019un appel a \u00e9t\u00e9 r\u00e9pondu, un num\u00e9roteur automatique peut connecter un client \u00e0 un agent en direct ou peut donner des informations importantes via un message automatis\u00e9. Il s\u2019agit d\u2019une solution de centre d\u2019appels sortants qui appelle automatiquement des num\u00e9ros de t\u00e9l\u00e9phone.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-814cb7f elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"814cb7f\" data-element_type=\"section\" data-e-type=\"section\" id=\"O-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5d7314c ot-flex-column-vertical\" data-id=\"5d7314c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8078d8b elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"8078d8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38e887c elementor-widget elementor-widget-iheading\" data-id=\"38e887c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">O<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">O<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9982e0 elementor-widget elementor-widget-text-editor\" data-id=\"b9982e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Omnicanal :<\/b>\u00a0extension de la strat\u00e9gie multicanal qui met l\u2019accent sur les synergies entre tous les canaux pour une meilleure exp\u00e9rience d\u2019achat et de service \u00e0 la client\u00e8le, que le consommateur ach\u00e8te en ligne depuis un ordinateur personnel ou un appareil mobile, par t\u00e9l\u00e9phone ou en magasin.<\/p><p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">Op\u00e9rateurs :<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0entreprise qui fournit des circuits de t\u00e9l\u00e9communications ou transporte des donn\u00e9es entre deux sites. Il peut s\u2019agir de fournisseurs nationaux ou internationaux.<\/span><\/p><p><span style=\"font-weight: bold;\">Organigramme :\u00a0<\/span>Un diagramme \u00e9tape par \u00e9tape d\u2019un processus.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c10198b elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c10198b\" data-element_type=\"section\" data-e-type=\"section\" id=\"P-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9432bae ot-flex-column-vertical\" data-id=\"9432bae\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3d398ed elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3d398ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c29a9ad elementor-widget elementor-widget-iheading\" data-id=\"c29a9ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">P<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">P<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4dcf3d6 elementor-widget elementor-widget-text-editor\" data-id=\"4dcf3d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Post-appel :\u00a0<\/b>comprend le temps pass\u00e9 par les agents \u00e0 effectuer le travail apr\u00e8s l\u2019appel. Les r\u00e9unions et les pauses ne sont pas incluses.<\/p><p><b>Power Dialer :<\/b>\u00a0Lorsque les appels sont plac\u00e9s les uns apr\u00e8s les autres en succession rapide, un power dialer est utilis\u00e9. Si le num\u00e9ro est occup\u00e9 ou d\u00e9connect\u00e9, ou si aucune r\u00e9ponse n\u2019est re\u00e7ue, le num\u00e9ro suivant est compos\u00e9 sans aucune attente ni intervention de l\u2019agent.<\/p><p><b>Progressive Dialer :\u00a0<\/b>D\u00e8s qu\u2019un agent est disponible, le composeur progressif compose le num\u00e9ro et extrait en m\u00eame temps un fichier de clients sur le poste de travail. Cela signifie que votre agent n\u2019a que quelques secondes pour le lire avant que la conversation ne commence. Cette technologie offre une option tr\u00e8s utile pour maximiser le temps utile des agents avec la d\u00e9tection des r\u00e9pondeurs. Il s\u2019agit d\u2019une approche de num\u00e9rotation automatis\u00e9e dans laquelle les informations du contact sont affich\u00e9es au repr\u00e9sentant du centre de contact avant de composer le num\u00e9ro.<\/p><p><b>Predictive Dialer :\u00a0<\/b>Lorsqu\u2019un client ou un prospect en direct r\u00e9pond, l\u2019appel est achemin\u00e9 vers un agent, le predictive dialer est l\u2019outil utilis\u00e9 pour automatiser le processus de r\u00e9alisation de ces appels sortants. Lorsque le composeur d\u00e9tecte des signaux d\u2019occupation, des r\u00e9pondeurs ou des sonneries sans r\u00e9ponse, le num\u00e9ro est renvoy\u00e9 dans la file d\u2019attente.<\/p><p><b>Preview Dialer :<\/b>\u00a0Lorsque votre syst\u00e8me d\u00e9tecte qu\u2019un de vos agents est disponible, il lui pr\u00e9sente un formulaire contenant toutes les informations contenues dans des bases de donn\u00e9es externes (CRM ou autre).<\/p><p>L\u2019agent lira alors le fichier devant son \u00e9cran, aura un aper\u00e7u de la situation du client et pourra se faire une premi\u00e8re id\u00e9e de ce qu\u2019il doit attendre de cet appel sp\u00e9cifique. Ainsi, lorsqu\u2019il sera pr\u00eat, il pourra d\u00e9clencher l\u2019appel en cliquant sur un bouton de son interface.<\/p><p><b>Autocommutateur priv\u00e9 (PBX) :\u00a0<\/b>Un autocommutateur priv\u00e9 (PBX) est un r\u00e9seau t\u00e9l\u00e9phonique utilis\u00e9 au sein d\u2019une entreprise, o\u00f9 les utilisateurs peuvent communiquer \u00e0 la fois en interne (au sein de l\u2019organisation) et en externe (au sein de l\u2019entreprise) en utilisant divers canaux de communication tels que la VoIP, le RNIS ou l\u2019analogique.<\/p><p><b>PBX\/ACD :\u00a0<\/b>Un autocommutateur priv\u00e9 avec une capacit\u00e9 de distribution automatique des appels.<\/p><p><span style=\"font-weight: bold;\">Passerelle :\u00a0<\/span>Serveur en t\u00e9l\u00e9communications qui relie deux r\u00e9seaux utilisant des m\u00e9thodes de transmission distinctes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d6385bf elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d6385bf\" data-element_type=\"section\" data-e-type=\"section\" id=\"Q-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f9b0909 ot-flex-column-vertical\" data-id=\"f9b0909\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-274e0a1 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"274e0a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b17a5a elementor-widget elementor-widget-iheading\" data-id=\"0b17a5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">Q<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">Q<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d5c6ee elementor-widget elementor-widget-text-editor\" data-id=\"5d5c6ee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: var( --e-global-color-4b4d8b7 ); font-weight: bold;\">Qualit\u00e9 de service :\u00a0<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">une m\u00e9trique utilis\u00e9e pour calculer la probabilit\u00e9 qu\u2019un appel soit retard\u00e9 ou m\u00eame bloqu\u00e9, exprim\u00e9e en pourcentage. Elle peut \u00eatre calcul\u00e9e en divisant le nombre d\u2019appels interdits par le nombre d\u2019appels disponibles.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0f49845 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0f49845\" data-element_type=\"section\" data-e-type=\"section\" id=\"R-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-361db28 ot-flex-column-vertical\" data-id=\"361db28\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b1d8351 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b1d8351\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a4eb3f elementor-widget elementor-widget-iheading\" data-id=\"7a4eb3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">R<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">R<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f481927 elementor-widget elementor-widget-text-editor\" data-id=\"f481927\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b style=\"color: var( --e-global-color-4b4d8b7 );\">Le Routage Bas\u00e9 sur les Comp\u00e9tences:<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0m\u00e9thode permettant d\u2019acheminer un appel directement vers l\u2019agent le plus comp\u00e9tent du centre d\u2019appels afin d\u2019offrir la meilleure prise en charge du client pour le probl\u00e8me sp\u00e9cifique.<\/span><\/p><p><b>Reconnaissance vocale :\u00a0<\/b>capacit\u00e9 d\u2019un syst\u00e8me de traitement de la parole \u00e0 interpr\u00e9ter des mots et des phrases parl\u00e9s.<\/p><p><b>Rappel automatique :\u00a0<\/b>lorsqu\u2019un consommateur rencontre une situation d\u2019occupation ou qu\u2019un agent n\u2019est pas disponible, le syst\u00e8me permet de le recontacter lorsqu\u2019un agent se lib\u00e8re.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">ROI :<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">\u00a0Le retour sur investissement (ROI) est une statistique financi\u00e8re utilis\u00e9e pour \u00e9valuer la performance et la rentabilit\u00e9 des investissements pr\u00e9vus ou d\u00e9j\u00e0 r\u00e9alis\u00e9s.<\/span><\/p><p><span style=\"font-weight: bold;\">Rapports d\u2019agent :\u00a0<\/span>donne aux agents la possibilit\u00e9 de voir leur journal d\u2019appels personnel et les donn\u00e9es de leur \u00e9quipe.<\/p><p><span style=\"font-weight: bold;\">R\u00e9seau num\u00e9rique \u00e0 int\u00e9gration de services RNIS :<\/span>\u00a0protocole de t\u00e9l\u00e9communications, qui d\u00e9crit une norme pour la t\u00e9l\u00e9phonie num\u00e9rique, concernant la transmission de la voix et des donn\u00e9es sur des lignes t\u00e9l\u00e9phoniques traditionnelles. Il permet \u00e0 plusieurs appareils d\u2019utiliser la m\u00eame ligne t\u00e9l\u00e9phonique, ce qui est n\u00e9cessaire pour les centres d\u2019appels.<\/p><p><span style=\"font-weight: bold;\">R\u00e9seau local (LAN) :\u00a0<\/span>relie des \u00e9quipements techniques dont la taille varie de grande \u00e0 petite, par exemple un utilisateur du r\u00e9seau ou des milliers d\u2019utilisateurs au sein d\u2019une organisation ; les \u00e9quipements comprennent des serveurs, des PC de bureau et autres, afin qu\u2019ils puissent partager des informations, des programmes et des p\u00e9riph\u00e9riques.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-41e2a1e elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"41e2a1e\" data-element_type=\"section\" data-e-type=\"section\" id=\"S-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-05f74c0 ot-flex-column-vertical\" data-id=\"05f74c0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3c9c98f elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"3c9c98f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2bd6942 elementor-widget elementor-widget-iheading\" data-id=\"2bd6942\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">S<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">S<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25d0c06 elementor-widget elementor-widget-text-editor\" data-id=\"25d0c06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>SaaS :<\/b>&nbsp;Le logiciel en tant que service (SaaS) est un programme de distribution de logiciels qui fait r\u00e9f\u00e9rence \u00e0 un fournisseur de nuages qui h\u00e9berge des programmes et les met \u00e0 la disposition des utilisateurs finaux via Internet.<\/p>\n<p><span style=\"font-weight: bold; color: var( --e-global-color-4b4d8b7 );\">Sonnerie sans r\u00e9ponse :&nbsp;<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">p\u00e9riode pendant laquelle un agent du service client\u00e8le ne peut pas passer d\u2019appels ou n\u2019est pas disponible, ce qui fait que les appels restent sans r\u00e9ponse.<\/span><\/p>\n<p><b>Service d\u2019identification du num\u00e9ro compos\u00e9 :<\/b>&nbsp;permet au SVI de fournir des options de menu distinctes et d\u2019acheminer les appels vers diff\u00e9rents groupes d\u2019agents, garantissant ainsi que les appelants sont envoy\u00e9s au personnel le plus appropri\u00e9. Il s\u2019agit d\u2019un service fourni par les centres de contact qui informe les entreprises clientes du num\u00e9ro appel\u00e9 pour chaque appel entrant.<\/p>\n<p><b>Syst\u00e8me de gestion des documents (DMS) :&nbsp;<\/b>de nombreux centres d\u2019appels traitent de grandes quantit\u00e9s de courriers \u00e9lectroniques entrants qui ne peuvent pas \u00eatre v\u00e9rifi\u00e9s manuellement. Par cons\u00e9quent, le DMS les ouvre et les scanne pour les diffuser \u00e9lectroniquement.<\/p>\n<p><span style=\"font-weight: bold;\">Statut de l\u2019agent :&nbsp;<\/span>la disponibilit\u00e9, l\u2019astreinte, le travail hors t\u00e9l\u00e9phone ou toute autre d\u00e9signation d\u2019un sp\u00e9cialiste de la marque.<\/p>\n<p><b>Saisonnalit\u00e9 :<\/b>&nbsp;variation du volume d\u2019affaires d\u2019une p\u00e9riode \u00e0 l\u2019autre, changements qui sont fr\u00e9quemment pr\u00e9visibles sur la base de l\u2019exp\u00e9rience ant\u00e9rieure et qui sont d\u00e9termin\u00e9s par la structure d\u2019une organisation.<\/p>\n<p><b>Softphone :&nbsp;<\/b>Un softphone est un logiciel qui permet aux utilisateurs de passer des appels t\u00e9l\u00e9phoniques via Internet en utilisant leur smartphone ou leur tablette. Il effectue toutes les t\u00e2ches d\u2019un standard t\u00e9l\u00e9phonique et est souvent fourni par un prestataire de services.<\/p>\n<p><b>Superviseur :&nbsp;<\/b>la personne qui est g\u00e9n\u00e9ralement charg\u00e9e de tutoyer un groupe d\u2019agents Les superviseurs sont g\u00e9n\u00e9ralement \u00e9quip\u00e9s de t\u00e9l\u00e9phones et de terminaux informatiques sp\u00e9cifiques qui leur permettent de contr\u00f4ler les op\u00e9rations des agents.<\/p>\n<p><span style=\"font-weight: bold; color: var( --e-global-color-4b4d8b7 );\">Supervision de la r\u00e9ponse :&nbsp;<\/span><span style=\"color: var( --e-global-color-4b4d8b7 );\">Lorsque le distributeur automatique d\u2019appels (DAA) donne le signal au transporteur local ou longue distance ou \u00e0 un autre dispositif pour accepter un appel et commencer \u00e0 appliquer les co\u00fbts de l\u2019interurbain.<\/span><\/p>\n<p><span style=\"font-weight: bold;\">Standardiste automatique :&nbsp;<\/span>syst\u00e8me de r\u00e9ponse t\u00e9l\u00e9phonique qui fournit aux appelants un menu enregistr\u00e9 d\u2019options pour acheminer leur appel vers le destinataire pr\u00e9vu.<\/p>\n<p><span style=\"font-weight: bold;\">Service d\u2019identification des num\u00e9ros compos\u00e9s (DNIS) :&nbsp;<\/span>Ce service aide un centre d\u2019appels \u00e0 g\u00e9rer plusieurs programmes ou entreprises et \u00e0 identifier comment r\u00e9pondre au t\u00e9l\u00e9phone pour un programme ou un client sp\u00e9cifique. Il aide \u00e0 d\u00e9terminer quel num\u00e9ro a \u00e9t\u00e9 compos\u00e9 par un appelant et fonctionne donc comme un identifiant d\u2019appelant.<\/p>\n<p><span style=\"font-weight: bold;\">Serveur vocal interactive (SVI) :&nbsp;<\/span>Syst\u00e8me qui recueille et stocke les donn\u00e9es provenant des r\u00e9ponses des t\u00e9l\u00e9phones \u00e0 clavier. Les clients sont invit\u00e9s \u00e0 choisir le service qu\u2019ils souhaitent en appuyant sur les touches du clavier de leur t\u00e9l\u00e9phone. Ensuite, le SVI dirige l\u2019appel vers l\u2019agent le plus comp\u00e9tent.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4f92627 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4f92627\" data-element_type=\"section\" data-e-type=\"section\" id=\"T-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e15db9f ot-flex-column-vertical\" data-id=\"e15db9f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d68e02f elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d68e02f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39618c1 elementor-widget elementor-widget-iheading\" data-id=\"39618c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">T<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">T<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bc0af6 elementor-widget elementor-widget-text-editor\" data-id=\"5bc0af6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Text to Speech:\u00a0<\/b>un type de technologie d\u2019assistance qui utilise l\u2019API pour transformer un texte en une sortie vocale \u00e0 consonance plus ou moins naturelle.<\/p><p><b>Travail \u00e0 distance :<\/b>\u00a0les agents peuvent \u00eatre connect\u00e9s en quelques minutes \u00e0 l\u2019aide d\u2019une plateforme bas\u00e9e sur le cloud qui ne n\u00e9cessite qu\u2019une connexion Internet. Les d\u00e9ploiements se font le jour m\u00eame et l\u2019int\u00e9gration est simple. Permettez aux agents de votre centre de contact de s\u2019enregistrer de n\u2019importe o\u00f9, \u00e0 n\u2019importe quel moment.<\/p><p><span style=\"font-weight: bold;\">Taux de r\u00e9ponse :\u00a0<\/span>le nombre d\u2019appels auxquels un agent r\u00e9pond, par rapport au nombre d\u2019appels propos\u00e9s.<\/p><p><span style=\"font-weight: bold;\">Tentatives d\u2019appel aux heures de pointe (BHCA)\u00a0<\/span>: Le nombre d\u2019appels t\u00e9l\u00e9phoniques effectu\u00e9s pendant l\u2019heure la plus charg\u00e9e de la journ\u00e9e. Il est utilis\u00e9 pour \u00e9valuer la capacit\u00e9 des r\u00e9seaux de t\u00e9l\u00e9communications.<\/p><p><span style=\"font-weight: bold;\">Taux de r\u00e9ussite :<\/span>\u00a0La proportion de succ\u00e8s obtenus en pourcentage des efforts totaux pour une activit\u00e9.<\/p><p><span style=\"font-weight: bold;\">Temps d\u2019attente pr\u00e9vu :<\/span>\u00a0Dans un centre d\u2019appels, le temps d\u2019attente pr\u00e9vu pour les clients avant de pouvoir parler \u00e0 un agent. C\u2019est l\u2019une des meilleures pratiques pour mesurer le temps d\u2019attente moyen.<\/p><p><span style=\"font-weight: bold;\">Ticket ouvert :<\/span>\u00a0un contact client inachev\u00e9 qui attend d\u2019\u00eatre compl\u00e9t\u00e9.<\/p><p><span style=\"font-weight: bold;\">Tableau de bord :\u00a0<\/span>un affichage de pr\u00e9sentation des donn\u00e9es qui offre un r\u00e9sum\u00e9 des mesures de performance et des statistiques importantes compil\u00e9es dans le but de d\u00e9couvrir des informations.<\/p><p><span style=\"font-weight: bold;\">Temps de traitement :\u00a0<\/span>le temps qu\u2019un agent passe \u00e0 prendre un appel, \u00e0 faire le travail apr\u00e8s l\u2019appel, \u00e0 traiter tous les d\u00e9tails n\u00e9cessaires ou non, et le temps qu\u2019il faut \u00e0 la technologie pour traiter le travail. Il peut \u00e9galement s\u2019agir du temps qu\u2019il faut \u00e0 un ordinateur pour effectuer une transaction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f25ff62 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f25ff62\" data-element_type=\"section\" data-e-type=\"section\" id=\"U-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9cbd546 ot-flex-column-vertical\" data-id=\"9cbd546\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7ba2882 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7ba2882\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-74c8332 elementor-widget elementor-widget-iheading\" data-id=\"74c8332\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">U<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">U<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-217a925 elementor-widget elementor-widget-text-editor\" data-id=\"217a925\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b data-fusion-font=\"true\"><span data-fusion-font=\"true\">Ucaas:<\/span>&nbsp;<\/b>UCaaS est un acronyme qui signifie \u201cUnified Communications on Demand.\u201d Il s\u2019agit d\u2019une solution de communications unifi\u00e9es, ou solution tout-en-un, qui int\u00e8gre un syst\u00e8me t\u00e9l\u00e9phonique en nuage avec des technologies de collaboration, de messagerie et de vid\u00e9oconf\u00e9rence en un seul syst\u00e8me. Les entreprises peuvent utiliser UCaaS pour rationaliser leurs op\u00e9rations, am\u00e9liorer la flexibilit\u00e9 et la coop\u00e9ration, augmenter le soutien aux utilisateurs et r\u00e9duire les co\u00fbts de communication. Cette solution bas\u00e9e sur le cloud est accessible aupr\u00e8s d\u2019un fournisseur qui prend en charge toutes les pr\u00e9occupations techniques et infrastructurelles.<\/p><p><span style=\"font-weight: 700;\">Unit\u00e9 de r\u00e9ponse vocale (URV) :&nbsp;<\/span>c\u2019est un type de technologie interactive qui permet aux humains de se connecter aux ordinateurs en utilisant la voix ou une multifr\u00e9quence \u00e0 double tonalit\u00e9.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-503757c elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"503757c\" data-element_type=\"section\" data-e-type=\"section\" id=\"V-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-19ac2de ot-flex-column-vertical\" data-id=\"19ac2de\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-32f0f0f elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"32f0f0f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91e8857 elementor-widget elementor-widget-iheading\" data-id=\"91e8857\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">V<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">V<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-76189da elementor-widget elementor-widget-text-editor\" data-id=\"76189da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Voix du client (VOC) :\u00a0<\/b>une m\u00e9trique utilis\u00e9e pour caract\u00e9riser l\u2019ensemble du processus de collecte des attentes, des pr\u00e9f\u00e9rences et des aversions d\u2019un client.<\/p><p><b style=\"color: var( --e-global-color-4b4d8b7 );\">VOIP :\u00a0<\/b><span style=\"color: var( --e-global-color-4b4d8b7 );\">la voix sur IP (VoIP) est un logiciel qui transforme votre voix en un signal num\u00e9rique, vous permettant de passer un appel depuis votre ordinateur, un t\u00e9l\u00e9phone VoIP ou tout autre appareil fonctionnant avec des donn\u00e9es. En utilisant un ordinateur connect\u00e9 \u00e0 Internet, un casque et la VoIP, vous pouvez passer des appels t\u00e9l\u00e9phoniques de n\u2019importe o\u00f9 et \u00e0 n\u2019importe quel moment.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5f90cfe elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5f90cfe\" data-element_type=\"section\" data-e-type=\"section\" id=\"W-letter\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;shape_divider_bottom&quot;:&quot;pyramids&quot;,&quot;shape_divider_bottom_negative&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"true\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M761.9,40.6L643.1,24L333.9,93.8L0.1,1H0v99h1000V1\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-26a5254 ot-flex-column-vertical\" data-id=\"26a5254\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-759b521 elementor-widget-divider--separator-type-pattern elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"759b521\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 24 24&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M21.4,9.6h-7.1V2.6c0-0.9-0.7-1.6-1.6-1.6h-1.6c-0.9,0-1.6,0.7-1.6,1.6v7.1H2.6C1.7,9.6,1,10.3,1,11.2v1.6c0,0.9,0.7,1.6,1.6,1.6h7.1v7.1c0,0.9,0.7,1.6,1.6,1.6h1.6c0.9,0,1.6-0.7,1.6-1.6v-7.1h7.1c0.9,0,1.6-0.7,1.6-1.6v-1.6C23,10.3,22.3,9.6,21.4,9.6z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4c6ede elementor-widget elementor-widget-iheading\" data-id=\"a4c6ede\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"iheading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ot-heading left-align wrap__text_stroke\">\r\n\t\t\t\r\n\t\t\t\t\t\t\t<div class=\"heading__text_stroke\">W<\/div>\r\n\t\t\t\t\r\n\r\n\t         \r\n\r\n\t        \t        \t<p class=\"main-heading\">W<\/p>\r\n\t        \t    <\/div>\r\n\t    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1742218 elementor-widget elementor-widget-text-editor\" data-id=\"1742218\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>WebRTC Softphone :<\/b>\u00a0WebRTC vous permet d\u2019ajouter des fonctions de communication en temps r\u00e9el \u00e0 votre application qui fonctionne sur une norme ouverte. Il permet la transmission de donn\u00e9es audio, vid\u00e9o et g\u00e9n\u00e9rales entre pairs, ce qui permet aux d\u00e9veloppeurs de cr\u00e9er des syst\u00e8mes de communication vocale et vid\u00e9o sophistiqu\u00e9s.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Un glossaire des termes ABCDEFGHILMNOPQRSTVW A A Appel abandonn\u00e9\u00a0: l\u2019appelant raccroche avant d\u2019atteindre un agent et avant qu\u2019un dialogue ne puisse s\u2019engager. Il est \u00e9galement appel\u00e9 appel perdu. Abandonment Rate:\u00a0The opposite of the success rate, represents the amount of callers who hang up before an agent answers the phone or before making a choice on [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":15072,"parent":17770,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":"","inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[],"tags":[376,649,650],"class_list":["post-20715","page","type-page","status-publish","has-post-thumbnail","hentry","tag-centre-de-contact","tag-glossaire","tag-glossary"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Un glossaire des termes : Centre de Contact<\/title>\n<meta name=\"description\" content=\"Un glossaire qui comprend des termes relevant de l&#039;industrie des centres de contact, leurs 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