{"id":17905,"date":"2023-01-10T15:42:59","date_gmt":"2023-01-10T15:42:59","guid":{"rendered":"https:\/\/nobelbiz.com\/?p=17905"},"modified":"2023-02-07T11:23:51","modified_gmt":"2023-02-07T11:23:51","slug":"les-methodes-dintegration-du-crm","status":"publish","type":"post","link":"https:\/\/nobelbiz.com\/fr\/blog\/les-methodes-dintegration-du-crm\/","title":{"rendered":"Les M\u00e9thodes D\u2019int\u00e9gration du CRM"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"17905\" class=\"elementor elementor-17905\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-248a0f28 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"248a0f28\" data-element_type=\"section\" data-e-type=\"section\">\n\t\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-105aabed ot-flex-column-vertical\" data-id=\"105aabed\" 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-37280cc7 elementor-widget elementor-widget-text-editor\" data-id=\"37280cc7\" 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>L\u2019exp\u00e9rience du consommateur \u00e9volue rapidement \u00e0 mesure que la technologie se transforme. Les clients communiquent d\u00e9sormais, obtiennent des d\u00e9tails, se plaignent et comparent en utilisant le t\u00e9l\u00e9phone, les r\u00e9seaux sociaux et d\u2019autres plateformes. En combinant et en int\u00e9grant le CRM \u00e0 votre technologie de centre d\u2019appel, vous pouvez simplifier le parcours du client. Quelles sont donc les techniques de d\u2019int\u00e9gration du CRM ?<\/p><h2 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"40\" data-lineheight=\"48px\"><span id=\"Pourquoi_choisir_lintegration_du_CRM\">Pourquoi choisir l\u2019int\u00e9gration du CRM ?<\/span><\/h2><p>Les donn\u00e9es clients sont une mati\u00e8re premi\u00e8re essentielle pour fournir un service client de qualit\u00e9 et am\u00e9liorer le fonctionnement de votre centre d\u2019appel. Vous pouvez avoir\u00a0<a href=\"https:\/\/nobelbiz.com\/fr\/blog\/comment-creer-un-script-dappel-reussi\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>un script t\u00e9l\u00e9phonique r\u00e9ussi<\/b><\/a>\u00a0et le meilleur CRM du march\u00e9, mais l\u2019int\u00e9gration repose toujours sur plusieurs facteurs, notamment :<\/p><ul><li>Quel que soit le support de contact, la reconnaissance du client est essentielle. En effet, les agents doivent \u00eatre capables de reconna\u00eetre rapidement les consommateurs.<\/li><li>Analyser les r\u00e9sultats de votre centre de contact. Par extension, la fiabilit\u00e9 du fonctionnement et l\u2019optimisation des indicateurs cl\u00e9s de performance (KPI) \u00e0 l\u2019aide des donn\u00e9es CRM sont essentielles.<\/li><li>Les donn\u00e9es sur les consommateurs recueillies au bon moment peuvent \u00eatre achemin\u00e9es de mani\u00e8re intelligente et transparente vers le bon agent au bon moment.<\/li><\/ul><h2 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"40\" data-lineheight=\"48px\"><span id=\"Les_methodes_de_lintegration_du_CRM\">Les m\u00e9thodes de l\u2019int\u00e9gration du CRM<\/span><\/h2><h3 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"32\" data-lineheight=\"40px\"><span id=\"1_Application_tierce\">1. Application tierce<\/span><\/h3><p>Consid\u00e9rez que l\u2019interface CRM est l\u2019interface principale du travail et que les options de gestion des interactions sont int\u00e9gr\u00e9es sous forme de banni\u00e8res.<\/p><p>Cela signifie essentiellement qu\u2019il est possible de visualiser la solution de mani\u00e8re dynamique et sous diff\u00e9rentes formes en cliquant sur ces banni\u00e8res. En outre, l\u2019agent activera le dispositif de num\u00e9rotation en cliquant simplement sur le num\u00e9ro de t\u00e9l\u00e9phone dans l\u2019enregistrement client CRM.<\/p><p>En termes d\u2019enregistrements, toutes les informations importantes sont stock\u00e9es directement dans le dossier du client. Il s\u2019agit notamment du suivi des appels, des commentaires des clients, des horaires, des types de demandes et des commentaires des agents. Comme vous le verrez, cette approche permet de manipuler facilement les statistiques et les mesures. C\u2019est un point de d\u00e9part id\u00e9al si vous souhaitez am\u00e9liorer votre comp\u00e9titivit\u00e9 et votre efficacit\u00e9.<\/p><p>L\u2019int\u00e9gration du CRM avec un logiciel tiers est id\u00e9ale pour d\u00e9velopper une strat\u00e9gie de routage des campagnes entrantes. Vous pouvez m\u00e9langer diff\u00e9rentes exigences pour chaque client, qualifier et hi\u00e9rarchiser les demandes, et les guider vers les agents appropri\u00e9s.<\/p><h3 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"32\" data-lineheight=\"40px\"><span id=\"2_Interface_des_interactions_via_une_applications_tierce\">2. Interface des interactions via une applications tierce<\/span><\/h3><p>Une solution de centre d\u2019appels est con\u00e7ue pour traiter principalement les appels des op\u00e9rateurs. Ceux-ci sont donc en mesure de consulter les informations li\u00e9es \u00e0 des applications tierces sans avoir \u00e0 naviguer vers d\u2019autres interfaces. Cette m\u00e9thode implique d\u2019optimiser le sch\u00e9ma de gestion de la relation afin que la fiche du client apparaisse sous forme de pop-up dans l\u2019interface des agents.<\/p><p>En fonction du moyen de contact utilis\u00e9 par l\u2019agent, ce pop-up entra\u00eenera l\u2019identification du num\u00e9ro de t\u00e9l\u00e9phone du client, de son adresse \u00e9lectronique ou d\u2019autres d\u00e9tails d\u2019identification. La chose la plus importante \u00e0 savoir sur ce syst\u00e8me est qu\u2019il n\u2019y a pas de r\u00e9el partage des connaissances.<\/p><h3 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"32\" data-lineheight=\"40px\"><span id=\"3_Webservice\">3. Webservice<\/span><\/h3><p>Cette m\u00e9thode consiste \u00e0 connecter deux syst\u00e8mes en temps voulu \u00e0 l\u2019aide d\u2019un connecteur ouvert. Le r\u00f4le de ce connecteur est d\u2019automatiser chaque op\u00e9ration. Ainsi, lorsque votre agent r\u00e9pond \u00e0 un appel dans votre solution de t\u00e9l\u00e9phonie, il appuiera sur la touche pour mettre fin \u00e0 la discussion avec le client. L\u2019ensemble des d\u00e9tails de l\u2019appel sera envoy\u00e9 directement dans le CRM via un webservice.<\/p><p>Vous pouvez \u00e9galement utiliser le webservice pour transf\u00e9rer les donn\u00e9es vers votre solution, qui lancera alors votre campagne t\u00e9l\u00e9phonique sortante. Ce que vous devez garder \u00e0 l\u2019esprit avec cette approche, c\u2019est que les deux r\u00e9seaux restent s\u00e9par\u00e9s lorsqu\u2019ils \u00e9changent des donn\u00e9es sur les consommateurs sans votre intervention.<\/p><h2 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"40\" data-lineheight=\"48px\"><span id=\"Ce_quil_faut_retenir\">Ce qu\u2019il faut retenir<\/span><\/h2><p>Non seulement vous r\u00e9pondrez aux demandes de mani\u00e8re personnalis\u00e9e gr\u00e2ce aux informations sur les consommateurs qui sont continuellement enrichies par les donn\u00e9es de votre CRM. Mais aussi pr\u00e9voir leurs souhaits sans qu\u2019ils aient \u00e0 les formuler.<\/p><p>Le c\u0153ur du service client est contenu dans les \u00e9changes proactifs. Chose que vous pouvez accomplir via une technologie de centre d\u2019appel telle que NobelBiz Omni+, une\u00a0<a href=\"https:\/\/nobelbiz.com\/fr\/omnichannel-contact-center\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b>solution omnicanal<\/b><\/a>\u00a0qui vous permet de naviguer entre tous les canaux de communication et d\u2019offrir une exp\u00e9rience client de haute qualit\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<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>L\u2019exp\u00e9rience du consommateur \u00e9volue rapidement \u00e0 mesure que la technologie se transforme. Les clients communiquent d\u00e9sormais, obtiennent des d\u00e9tails, se plaignent et comparent en utilisant le t\u00e9l\u00e9phone, les r\u00e9seaux sociaux et d\u2019autres plateformes. En combinant et en int\u00e9grant le CRM \u00e0 votre technologie de centre d\u2019appel, vous pouvez simplifier le parcours du client. Quelles sont [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":17906,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"link","meta":{"content-type":"","inline_featured_image":false,"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"categories":[219],"tags":[377,395,376,394,170,397],"class_list":["post-17905","post","type-post","status-publish","format-link","has-post-thumbnail","hentry","category-insights-fr","tag-centre-dappels","tag-centre-dappels-cloud","tag-centre-de-contact","tag-centre-de-contact-cloud","tag-crm","tag-integration","post_format-post-format-link"],"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>Les M\u00e9thodes D\u2019int\u00e9gration du CRM<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nobelbiz.com\/fr\/blog\/les-methodes-dintegration-du-crm\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les M\u00e9thodes D\u2019int\u00e9gration du CRM\" \/>\n<meta property=\"og:description\" content=\"L\u2019exp\u00e9rience du consommateur \u00e9volue rapidement \u00e0 mesure que la technologie se transforme. Les clients communiquent d\u00e9sormais, obtiennent des d\u00e9tails, se plaignent et comparent en utilisant le t\u00e9l\u00e9phone, les r\u00e9seaux sociaux et d\u2019autres plateformes. En combinant et en int\u00e9grant le CRM \u00e0 votre technologie de centre d\u2019appel, vous pouvez simplifier le parcours du client. 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is a world-class Telecom and CCaaS company with almost 20 years of experience, delivering complete and tailored solutions for contact centers across the globe irrespective of size, industry or activity. Based in Cheyenne, WY, NobelBiz has grown to serve Contact Centers globally providing World-Class Voice Services, Cloud Contact Center, and Omnichannel solutions. NobelBiz is the only call center-focused telecom carrier in the industry. We are dead-set on empowering call centers conversations all day, everyday. NobelBiz transforms Contact Centers into higher-performing Intelligent Contact Centers. We help take companies from isolated cost center to company-wide intelligence generator for customer service, sales, marketing, product development, and more. The NobelBiz Voice Carrier Network is the only telecom network built for contact centers, having no rivals in terms of services, coverage, and pricing. NobelBiz offers the most versatile selection of smart tools to increase contact rates, mitigate impacts of call labeling and blocking, and provide all-around compliance. The NobelBiz OMNI+ cloud contact center software has a unique blend of capabilities: from Omnichannel, Impressive API integrations, and fast implementation, to simple cross-channel campaign setup and remote work.","email":"info@nobelbiz.com","telephone":"800.975.2844","legalName":"Nobelbiz","foundingDate":"2003-01-17","naics":"517911","numberOfEmployees":{"@type":"QuantitativeValue","minValue":"51","maxValue":"200"}},{"@type":"Person","@id":"https:\/\/nobelbiz.com\/fr\/#\/schema\/person\/0fd594887582acb6d9e137df87fb7d9c","name":"Michael McGuire","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/756634b9336a3ba9d4b6c7686f919e9f908b4ff48dc206b8901366738b43d67e?s=96&d=mm&r=g","caption":"Michael McGuire"},"description":"Michael McGuire is a contact center industry expert with almost two decades of experience in the space. His experience includes roles as Director of Contact Center Digital Transformation at NobelBiz, and as Director of Operations at FLS Connect, managing multiple call centers. As President of Anomaly Squared and Targeted Metrics, Michael successfully transitioned companies into remote operations and significantly boosted revenues. With a strong background in customer service, leadership, strategic planning, and operations management, Michael excels in driving growth and innovation in the call center space. Mike is also a proud Board Member for R.E.A.C.H Trade Group, promoting consumer protection and satisfaction and Co-host of the Off Skripted Podcast \u2013 a show about Life, Call Centers and everything in between.","sameAs":["https:\/\/www.linkedin.com\/in\/michael-mcguire-932872161\/"],"url":"https:\/\/nobelbiz.com\/fr\/blog\/author\/michael-mcguire\/"}]}},"modified_by":null,"_links":{"self":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts\/17905","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/users\/22"}],"replies":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/comments?post=17905"}],"version-history":[{"count":0,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/posts\/17905\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/media\/17906"}],"wp:attachment":[{"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/media?parent=17905"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/categories?post=17905"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/nobelbiz.com\/fr\/wp-json\/wp\/v2\/tags?post=17905"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}