{"id":16525,"date":"2025-01-05T17:48:44","date_gmt":"2025-01-05T17:48:44","guid":{"rendered":"https:\/\/www.calabrio.com\/case-study\/lun-des-principaux-courtiers-en-prets-immobiliers-et-en-hypotheques-realise-la-transformation-de-son-centre-de-contact-en-nuage-grace-a-calabrio-one\/"},"modified":"2025-06-23T13:43:03","modified_gmt":"2025-06-23T13:43:03","slug":"lun-des-principaux-courtiers-en-prets-immobiliers-et-en-hypotheques-realise-la-transformation-de-son-centre-de-contact-en-nuage-grace-a-calabrio-one","status":"publish","type":"case-study","link":"https:\/\/www.calabrio.com\/fr\/case-study\/lun-des-principaux-courtiers-en-prets-immobiliers-et-en-hypotheques-realise-la-transformation-de-son-centre-de-contact-en-nuage-grace-a-calabrio-one\/","title":{"rendered":"L&rsquo;un des principaux courtiers en pr\u00eats immobiliers et en hypoth\u00e8ques r\u00e9alise la transformation de son centre de contact en nuage gr\u00e2ce \u00e0 Calabrio ONE"},"content":{"rendered":"\n\t<section\n\t\tid=\"\"\n\t\tclass=\"secondary-hero relative\"\n\t\tstyle=\"background: #fff\"\n\t\tdata-theme-block-id=\"block_8f23e59c898d9266b107b9fa107fdfad\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"container !px-0 overflow-hidden\">\n\t\t\t\t\t\t\t<div class=\"py-c\/xs px-c\/xl mb-c\/l md:block\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex flex-col-reverse lg:flex-row lg:items-center\">\n\t\t\t\t\t\t\t\t\t<div class=\"max-lg:container lg:w-1\/2 md:px-l\/xxl lg:pl-c\/xl lg:pr-c\/l xl:pl-page-margin xl:pr-l\/m\">\n\t\t\t\t\t\t<div class=\"flex flex-col lg:max-w-[536px]\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"flex items-center gap-c\/s pt-c\/s subhead-small mb-c\/l\">\n\t\t\t\t\t\t\t\t\t<span class=\"relative -top-px flex w-[18px] h-[18px] rounded-full bg-background-secondary\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"uppercase font-bold\" style=\"color: #0530A8\">Case Study<\/span>\n\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h1 style=\"color: #080F21\" class=\"heading-medium -tracking-[0.12px] mb-c\/m xl:-tracking-[0.24px]\">\n\t\t\t\t\t\t\t\t\t  L&#039;un des principaux courtiers en pr\u00eats immobiliers et en hypoth\u00e8ques r\u00e9alise la transformation de son centre de contact en nuage gr\u00e2ce \u00e0 Calabrio ONE\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg lg:line-clamp-none\" style=\"color: #344679\">\n\t\t\t\t\t\t\t\t\t<div class=\"vc_col-sm-3 wpb_column column_container jupiter-donut- _ jupiter-donut-height-full\">\n<ul>\n<li class=\"vc_custom_heading vc_do_custom_heading\">Vue unique des performances et des ressources du centre de contact<\/li>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: inherit;font-weight: inherit\">Gain de temps et \u00e9volutivit\u00e9 <\/span><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: var(--Font-size-Body-Paragraph-Medium)\">3 jours<\/span><\/li>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><span style=\"font-size: inherit;font-weight: inherit;color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif\">Transf\u00e9rer l&rsquo;ensemble de l&rsquo;infrastructure t\u00e9l\u00e9phonique vers l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e<\/span><\/li>\n<li class=\"vc_custom_heading vc_do_custom_heading\"><span style=\"color: var(--text-primary-aaa);font-family: var(--Font-family-Primary),sans-serif;font-size: inherit;font-weight: inherit\">Retour sur investissement imm\u00e9diat<\/span><\/li>\n<\/ul>\n<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-col gap-gutter pb-c\/m pt-c\/xl mt-c\/xxs lg:mt-0 max-md:items-center md:flex-row\">\n\t\t\t\t\t\t\t\t\t\t<a\t\tclass=\"btn-primary w-full body-small md:w-fit\"\n\t\t href=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/CS_MortgageBroker_1021.pdf\" title=\"T\u00e9l\u00e9charger en PDF\" aria-label=\"T\u00e9l\u00e9charger en PDF\" target=\"_self\" \t>\n\t\t<span class=\"button__icon button__icon--left lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t<\/span>\n\t\t\t\t\t<span class=\"button__text\">T\u00e9l\u00e9charger en PDF<\/span>\n\t<\/a>\n\t<a\t\tclass=\"btn-tertiary body-small w-fit text-text-primary-aaa py-c\/s\"\n\t\t href=\"https:\/\/www.calabrio.com\/book-demo\/\" title=\"R\u00e9servez une d\u00e9monstration\" aria-label=\"R\u00e9servez une d\u00e9monstration\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore \"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">R\u00e9servez une d\u00e9monstration<\/span>\n\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"secondary-hero__image relative z-10 mb-c\/xl lg:mb-c\/xxl lg:w-1\/2\">\n\t\t\t\t\t\t<div class=\"js-wrap image lint-ignore\n\trelative aspect-[393\/320] md:aspect-[720\/463] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2.webp 2560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2-2048x1366.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/getty-images-TbBTRVaWbqM-unsplash-scaled-2-600x400.webp 600w\" alt=\"\" ><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_8f23e59c898d9266b107b9fa107fdfad\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<section\n\tid=\"\"\n\tdata-theme-block-id=\"block_5e46c776337642d1f5531ee243ac982b\"\n\tstyle=\"\"\n\t>\n\t\t<div class=\"section-header lint-ignore\" style=\"\">\n\t\t<div class=\"container\">\n\t\t\t<div class=\"w-full xl:px-page-margin py-l\/m md:pt-0 lg:py-l\/m mx-auto text-center flex flex-col gap-c\/l\">\n\t\t\t\t\t\t\t\t<h3\t\t\t\tstyle=\"\"\n\t\t\t\tclass=\"button-link-large !tracking-wider text-text-highlight-aaa flex flex-col md:flex-row items-center\n\t\t\t\tjustify-center gap-c\/s md:gap-c\/xs py-c\/s\"\n\t\t\t\tdata-aos=\"fade-down\"\n\t\t\t\t>\n\t\t\t\t<span\n\t\t\t\t\tclass=\"icon rounded-full flex items-center justify-center text-black [&#038;_svg]:w-[var(--Base-Grid-Grid-24)] [&#038;_svg]:h-[var(--Base-Grid-Grid-24)]\"\n\t\t\t\t\tstyle=\"color: #080F21;background-color: #EEF0F6\"\n\t\t\t\t\taria-hidden=\"true\">\n\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 23 16\"><path fill=\"currentColor\" d=\"M19.951 7.816c-1.822-.208-4.275-.992-5.883-2.712C12.845 3.8 11.918 1.88 11.688 0h-.377c-.222 1.88-1.157 3.8-2.38 5.104-1.608 1.72-4.061 2.504-5.883 2.712-.902.104-2.215.128-2.215.128v.112s1.321.024 2.215.128c1.822.208 4.275.992 5.883 2.712 1.223 1.304 2.15 3.224 2.38 5.104h.377c.222-1.88 1.157-3.8 2.38-5.104 1.608-1.72 4.061-2.504 5.883-2.712.902-.104 2.215-.128 2.215-.128v-.112s-1.32-.024-2.215-.128Z\"\/><\/svg>\n\t\t\t\t\t<\/span>\n\t\t\t\t\tVue d&#039;ensemble\t\t\t<\/h3 >\n\t\t\t\n\t\t\t\t\t\t<h2\t\t\tstyle=\"color: #080F21\"\n\t\t\tclass=\"heading-large text-primary\"\n\t\t\tdata-aos=\"fade-up\"\n\t\t\t>\n\t\t\t\tLes tableaux de bord hautement personnalisables de Calabrio Data Management offrent une vue unique des performances du centre de contact.\t\t<\/h2 >\n\t\t\n\t\t\n\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_5e46c776337642d1f5531ee243ac982b\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_5e46c776337642d1f5531ee243ac982b\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_8db9ee36f7c39b0feee7a34452188cde\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tLe d\u00e9fi\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLes syst\u00e8mes d\u00e9connect\u00e9s et les silos de donn\u00e9es les emp\u00eachaient d&#039;avancer.\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Ce centre de contact de premier plan pour les courtiers en pr\u00eats immobiliers et hypoth\u00e9caires soutient plus de 900 courtiers et leurs clients, en r\u00e9pondant aux questions g\u00e9n\u00e9rales et en apportant des modifications aux pr\u00eats immobiliers, tout en g\u00e9rant de nouvelles pistes commerciales pour les courtiers. Environ 60%-70% du travail est bas\u00e9 sur le t\u00e9l\u00e9phone et 30%-40% est administratif, et les agents s&rsquo;appuient sur une s\u00e9rie de syst\u00e8mes diff\u00e9rents pour servir les clients.<\/p>\n<p>Ils \u00e9taient d\u00e9sireux d&rsquo;exploiter au maximum les possibilit\u00e9s offertes par le passage \u00e0 un centre de contact en nuage, mais les syst\u00e8mes d\u00e9connect\u00e9s et les silos de donn\u00e9es les emp\u00eachaient d&rsquo;y parvenir. Le principal obstacle \u00e0 la r\u00e9ussite \u00e9tait l&rsquo;absence d&rsquo;une vision claire et compl\u00e8te des op\u00e9rations du centre de contact. En p\u00e9riode d&rsquo;incertitude, comme lors de la pand\u00e9mie de coronavirus, o\u00f9 les volumes d&rsquo;appels ont explos\u00e9, il est n\u00e9cessaire d&rsquo;avoir une visibilit\u00e9 sur les performances du centre de contact pour savoir o\u00f9 allouer les ressources afin d&rsquo;aider les clients de la meilleure fa\u00e7on possible.<\/p>\n<p>Ils ont \u00e9valu\u00e9 le march\u00e9 pour trouver une solution qui s&rsquo;int\u00e9grerait de mani\u00e8re transparente \u00e0 leur CRM Salesforce existant et \u00e0 leur nouvelle plateforme vocale Amazon Connect afin d&rsquo;am\u00e9liorer les performances du centre de contact et l&rsquo;optimisation des ressources.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-scaled.jpg 1707w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-200x300.jpg 200w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-683x1024.jpg 683w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-768x1152.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-1024x1536.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/faruk-tokluoglu-ZQgN2up08vs-unsplash-1365x2048.jpg 1365w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 md:flex-row-reverse\">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:py-l\/m xl:pr-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\t\t\t\t\t<h4\t\t\t\t\tstyle=\"color: #0530A8\"\n\t\t\t\t\tclass=\"text-text-highlight-aaa flex items-center\n\t\t\t\t\tpb-c\/xxs md:pb-c\/l subhead-xs\"\n\t\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\tLa solution\t\t\t\t<\/h4>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tCalabrio offre un acc\u00e8s rapide et facile aux donn\u00e9es sur les clients, les appels, le personnel et les performances en temps r\u00e9el.\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>Ils ont adopt\u00e9 la suite compl\u00e8te Calabrio ONE, qui comprend la gestion du personnel, la gestion de la qualit\u00e9, l&rsquo;analyse et la gestion des donn\u00e9es. Les fortes capacit\u00e9s d&rsquo;int\u00e9gration de la solution permettent d&rsquo;acc\u00e9der rapidement et facilement aux donn\u00e9es relatives aux clients, aux appels, aux effectifs et aux performances en temps r\u00e9el. Avec l&rsquo;aide de Calabrio, ils ont pu d\u00e9placer l&rsquo;ensemble de leur plateforme t\u00e9l\u00e9phonique en l&rsquo;espace de 3 jours sans qu&rsquo;aucun client ne soit affect\u00e9 par des appels interrompus ou par la qualit\u00e9 des conversations. L&rsquo;entreprise s&rsquo;appuie sur Calabrio pour cr\u00e9er des tableaux de bord facilement personnalisables en fonction des besoins de chaque utilisateur. Par exemple, les chefs d&rsquo;entreprise peuvent voir les scores de qualit\u00e9, les r\u00e9ponses aux enqu\u00eates, les \u00e9valuations CSAT ainsi que les donn\u00e9es essentielles sur les appels, le tout sur un seul \u00e9cran. En un coup d&rsquo;\u0153il, ils peuvent savoir comment fonctionne l&rsquo;ensemble de leurs op\u00e9rations, en ayant un aper\u00e7u de ce qui s&rsquo;est pass\u00e9 la veille et en pr\u00e9voyant ce qui les attend. Les chefs d&rsquo;\u00e9quipe et les agents sont en mesure d&rsquo;approfondir les d\u00e9tails de la performance quotidienne, tels que les points de rupture dans les conversations ou les domaines dans lesquels ils pourraient am\u00e9liorer les d\u00e9lais de cl\u00f4ture. De leur c\u00f4t\u00e9, les dirigeants peuvent se concentrer sur la situation dans son ensemble sans avoir \u00e0 consulter les responsables des centres de contact.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-scaled.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-scaled.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-scaled.jpg 1792w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-210x300.jpg 210w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-717x1024.jpg 717w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-768x1097.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-1075x1536.jpg 1075w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/hiveboxx-O0VvM6XKGoM-unsplash-1434x2048.jpg 1434w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_8db9ee36f7c39b0feee7a34452188cde\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\n\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t\n\t<section\n\t\tid=\"\"\n\t\tclass=\"p-l\/xs\"\n\t\tstyle=\"background-color: #D2F3FA;\"\n\t\tdata-theme-block-id=\"block_1634baba450e18ea1c357ca726c286fb\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t\t\t\t<div class=\"body-medium lg:body-xl pb-c\/l pr-c\/l\" style=\"color: #080F21;\">\n\t\t\t\tLa diff\u00e9rence que Calabrio a apport\u00e9e \u00e0 notre centre de contact est comme le jour et la nuit. Les informations \u00e9tant regroup\u00e9es sur un seul \u00e9cran, je dispose d\u00e9sormais d&#039;une vue unique du fonctionnement de l&#039;ensemble de mes activit\u00e9s. Les tableaux de bord en particulier ont \u00e9t\u00e9 incroyables parce qu&#039;ils \u00e9liminent la complexit\u00e9 et nous donnent simplement les chiffres dont nous avons besoin pour contr\u00f4ler notre performance et notre capacit\u00e9 au jour le jour&quot;.\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"flex w-full py-c\/l gap-c\/l items-center border-t-thin border-stroke-primary\">\n\t\t\t\t<div class=\"js-wrap image lint-ignore\n\tcard-icon__image aspect-square w-12 h-12 image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img rounded-full\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t\t\t\t<div class=\"flex flex-col gap-c\/xs\" style=\"background-color: #D2F3FA;\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"body-small\" style=\"color: #344679;\">\n\t\t\t\t\t\t\tSenior Manager, Customer Contact Center Principal courtier en pr\u00eats immobiliers et en hypoth\u00e8ques en Australie\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<\/section>\n\n\t<style>\n\t[data-theme-block-id=\"block_1634baba450e18ea1c357ca726c286fb\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n\n\t<section\n\t\tclass=\"container py-l\/m overflow-hidden\"\n\t\tdata-theme-block-id=\"block_945cb59ddc5cc24914026c83f5419fd0\"\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\t\t<div class=\"block w-[calc(100vw)] lg:w-full -ml-page-margin lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  swiper--navigation-rounded swiper--margin-two-sides swiper--md-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"slidesPerView\":1.11,\"spaceBetween\":16,\"breakpoints\":{\"680\":{\"slidesPerView\":2.24},\"744\":{\"enabled\":false},\"1024\":{\"enabled\":false}},\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper md:flex-col md:gap-0 md:pl-0 lg:flex-col lg:pl-0\">\n\t\n<div class=\"w-full h-full relative py-c\/xxl  swiper-slide !h-auto\">\n\t<div\n\t\tclass=\"w-full h-full flex flex-col-reverse justify-end md:flex-row md:justify-between md:items-center gap-l\/m md:gap-0 \">\n\t\t<div class=\"w-full h-full md:w-[50%] lg:w-[65%] xl:w-[51%] md:gap-l\/xxl md:px-page-margin lg:px-l\/m lg:p-l\/mxl:p-l\/m flex items-center\">\n\t\t\t<div class=\"flex flex-col flex-grow gap-c\/s md:gap-0 lg:gap-c\/xxl h-full justify-between\">\n\t\t\t\t<div class=\"w-full mx-auto flex flex-col gap-c\/m md:gap-c\/m\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h5\t\t\t\tstyle=\"color: #080F21\"\n\t\t\t\tclass=\"heading-small\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\tLe r\u00e9sultat\t\t\t<\/h5>\n\t\t\t\n\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"wysiwyg text-navy-40 pb-l\/xs\"\n\t\t\t\t\tdata-aos=\"fade-up\"\n\t\t\t\t\tstyle=\"color: #344679\">\n\t\t\t\t\t<p>La mise en \u0153uvre de la solution Calabrio ONE a acc\u00e9l\u00e9r\u00e9 le succ\u00e8s de la transformation du centre de contact vers le cloud. L&rsquo;entreprise est d\u00e9sormais une organisation ax\u00e9e sur les donn\u00e9es qui favorise une prise de d\u00e9cision plus rapide et plus efficace. Les donn\u00e9es en temps r\u00e9el offrent aux responsables une vue unique et unifi\u00e9e des op\u00e9rations, tandis que les planificateurs de main-d&rsquo;\u0153uvre peuvent cr\u00e9er des horaires rapides et efficaces en cliquant sur un bouton. La possibilit\u00e9 de visualiser les activit\u00e9s et les ressources du centre de contact en un seul endroit est tellement plus facile et plus rapide que de rassembler manuellement des informations provenant de diff\u00e9rentes sources de donn\u00e9es. Cela permet \u00e9galement de fixer des attentes en d\u00e9montrant les raisons de la r\u00e9affectation du temps et des ressources \u00e0 d&rsquo;autres projets.<\/p>\n<div class=\" vc_custom_1637247485552\">\n<div id=\"text-block-677a71e1136b0\" class=\"mk-text-block jupiter-donut- \">\n<p>Les tableaux de bord sont particuli\u00e8rement populaires et puissants. Hautement personnalisable, chacun peut cr\u00e9er ses propres tableaux de bord sans avoir \u00e0 compter sur Calabrio pour effectuer les changements \u00e0 sa place. Les tableaux de bord \u00e9liminent la complexit\u00e9 et donnent aux utilisateurs les chiffres dont ils ont besoin pour visualiser leurs performances au jour le jour. L&rsquo;int\u00e9gration avec le syst\u00e8me Calabrio a \u00e9t\u00e9 cruciale, mais l&rsquo;une des plus grandes r\u00e9ussites est la fa\u00e7on dont Calabrio a appris \u00e0 l&rsquo;organisation \u00e0 devenir ses propres experts. Le fait qu&rsquo;une \u00e9quipe puisse \u00e9laborer de nouveaux tableaux de bord \u00e0 l&rsquo;aide d&rsquo;un tout nouveau syst\u00e8me qu&rsquo;elle ne conna\u00eet que depuis quelques mois est une grande r\u00e9ussite. De plus, \u00e0 l&rsquo;instar de leur activit\u00e9, la solution est en constante \u00e9volution. Les capacit\u00e9s de gestion des donn\u00e9es de Calabrio ont chang\u00e9 notre vie. Ils disposent d\u00e9sormais de toute la visibilit\u00e9 dont ils ont besoin pour optimiser pleinement les ressources et les performances de leur centre de contact gr\u00e2ce \u00e0 une plateforme int\u00e9gr\u00e9e et simple d&rsquo;utilisation.<\/p>\n<div class=\"clearboth\"><\/div>\n<\/div>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n<\/div>\n<div class=\"relative w-full md:w-[50%] lg:w-[49%]\">\n\t\t\t<div class=\"js-wrap image lint-ignore\n\t aspect-[280\/313] md:aspect-[372\/588] lg:aspect-square max-w-[588px] image--cover\t\" data-module=\"image\" data-aos=fade-up data-aos-delay=100>\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n\t\n\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive pr\u00e9c\u00e9dente du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\t<button\n\t\t\t\tclass=\"swiper-button-next\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive suivante du carrousel<\/span>\n\t\t\t<\/button>\n\t\t\n\t\n\t\t<\/section>\n\t\t<\/div>\n\t<\/section>\n\t<style>\n\t[data-theme-block-id=\"block_945cb59ddc5cc24914026c83f5419fd0\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t}\n\t}\n\t<\/style>\n","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":33180,"template":"","meta":{"_acf_changed":true,"om_disable_all_campaigns":false},"case-study-category":[710],"case-study-industry":[676],"class_list":["post-16525","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","case-study-category-suite-fr","case-study-industry-finance-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - 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