{"id":10981,"date":"2018-03-12T13:30:42","date_gmt":"2018-03-12T13:30:42","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/compte-a-rebours-pour-enterprise-connect-2018-la-promesse-et-lattrait-croissants-des-centres-de-contact-en-tant-que-service-ccaas"},"modified":"2025-05-13T14:00:28","modified_gmt":"2025-05-13T14:00:28","slug":"compte-a-rebours-pour-enterprise-connect-2018-la-promesse-et-lattrait-croissants-des-centres-de-contact-en-tant-que-service-ccaas","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/compte-a-rebours-pour-enterprise-connect-2018-la-promesse-et-lattrait-croissants-des-centres-de-contact-en-tant-que-service-ccaas\/","title":{"rendered":"Compte \u00e0 rebours pour Enterprise Connect 2018 : La promesse et l&rsquo;attrait croissants des centres de contact en tant que service (CCaaS)"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_d2bf2b00c5435acd577fba5862390e50\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\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<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Nouvelles de Calabrio <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Compte \u00e0 rebours pour Enterprise Connect 2018 : La promesse et l&rsquo;attrait croissants des centres de contact en tant que service (CCaaS)<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_d2bf2b00c5435acd577fba5862390e50\"] {\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<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\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fcompte-a-rebours-pour-enterprise-connect-2018-la-promesse-et-lattrait-croissants-des-centres-de-contact-en-tant-que-service-ccaas%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fcompte-a-rebours-pour-enterprise-connect-2018-la-promesse-et-lattrait-croissants-des-centres-de-contact-en-tant-que-service-ccaas%2F&#038;text=Compte \u00e0 rebours pour Enterprise Connect 2018 : La promesse et l&rsquo;attrait croissants des centres de contact en tant que service (CCaaS)\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fcompte-a-rebours-pour-enterprise-connect-2018-la-promesse-et-lattrait-croissants-des-centres-de-contact-en-tant-que-service-ccaas%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\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<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Dans notre <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/compte-a-rebours-pour-enterprise-connect-2018-comment-calabrio-aide-orion-industries-a-promouvoir-le-changement-social\/\" target=\"_blank\" rel=\"noopener noreferrer\">premier blog \u00ab\u00a0Countdown to Enterprise Connect\u00a0\u00bb<\/a>, nous avons expliqu\u00e9 comment l&rsquo;entreprise sociale Orion Industries s&rsquo;associe \u00e0 Calabrio pour poursuivre sa mission consistant \u00e0 aider les personnes \u00e0 surmonter les obstacles \u00e0 l&#8217;emploi r\u00e9mun\u00e9r\u00e9. Il s&rsquo;agit d&rsquo;un excellent cas d&rsquo;utilisation et d&rsquo;un exemple remarquable d&rsquo;une entreprise innovante qui utilise le Centre de contact en tant que service (CCaaS) pour accomplir un travail remarquable.<\/p>\n<p>&nbsp;<\/p>\n<p>En parlant de CCaaS &#8230; beaucoup d&rsquo;entre vous se souviennent probablement qu&rsquo;Amazon a d\u00e9voil\u00e9 sa nouvelle offre CCaaS \u00ab\u00a0Amazon Connect\u00a0\u00bb lors de l&rsquo;Enterprise Connect de l&rsquo;ann\u00e9e derni\u00e8re. Cette offre a fait grand bruit, mettant en avant ce qu&rsquo;une approche bas\u00e9e sur le cloud peut faire pour des centres de contact tr\u00e8s actifs comme ceux d&rsquo;Amazon. Amazon continue d&rsquo;innover Amazon Connect \u00e0 un rythme rapide, ajoutant r\u00e9cemment de nouvelles fonctionnalit\u00e9s telles que les appels sortants automatis\u00e9s et l&rsquo;authentification unique f\u00e9d\u00e9r\u00e9e (SSO) \u00e0 l&rsquo;aide de SAML 2.0.  <\/p>\n<p>&nbsp;<\/p>\n<p>Chez Calabrio, la technologie bas\u00e9e sur le cloud comme le CCaaS est un \u00e9l\u00e9ment essentiel de notre strat\u00e9gie de mise sur le march\u00e9, et c&rsquo;est l&rsquo;une des raisons pour lesquelles nous sommes largement consid\u00e9r\u00e9s comme la solution d&rsquo;optimisation des effectifs \u00a0\u00bb choisie \u00a0\u00bb pour le CCaaS par les fournisseurs figurant parmi les \u00a0\u00bb leaders \u00a0\u00bb dans le dernier quadrant magique du CCaaS de Gartner. L&rsquo;importance croissante du CCaaS est la raison pour laquelle nous avons d\u00e9cid\u00e9, dans ce deuxi\u00e8me et dernier blog \u00ab\u00a0Countdown to Enterprise Connect\u00a0\u00bb, d&rsquo;examiner de plus pr\u00e8s son attrait et ses promesses. <\/p>\n<p>&nbsp;<\/p>\n<h2>CCaaS &#8211; Plus qu&rsquo;un simple acronyme technique gadget<\/h2>\n<p>Le centre de contact en tant que service est g\u00e9n\u00e9ralement d\u00e9fini comme une plate-forme fournie en tant que solution h\u00e9berg\u00e9e dans le nuage. Gartner affine encore cette d\u00e9finition, en notant que les clients paient un abonnement mensuel pour le CCaaS et que, avec le CCaaS, les fournisseurs mettent \u00ab\u00a0davantage l&rsquo;accent sur les capacit\u00e9s de service, et pas seulement sur les fonctionnalit\u00e9s du produit \u00ab\u00a0<sup>1<\/sup>. <\/p>\n<p>Il s&rsquo;agit d&rsquo;un march\u00e9 important et en pleine croissance, en partie gr\u00e2ce au d\u00e9ploiement plus rapide et \u00e0 la flexibilit\u00e9 du CCaaS, ainsi qu&rsquo;aux facteurs du march\u00e9 qui entra\u00eenent le besoin d&rsquo;une meilleure reprise apr\u00e8s sinistre et d&rsquo;une meilleure conformit\u00e9 avec les mandats li\u00e9s \u00e0 l&rsquo;information &#8211; deux \u00e9l\u00e9ments que le CCaaS peut fournir. En fait, MarketsandMarkets estime que le march\u00e9 des centres de contact bas\u00e9s sur le cloud passera de 5,43 milliards de dollars en 2016 \u00e0 15,67 milliards de dollars d&rsquo;ici 2021, \u00e0 un taux de croissance annuel compos\u00e9 (TCAC) de 23,6 %<sup>.2<\/sup> <\/p>\n<p>&nbsp;<\/p>\n<p>Les avantages du CCaaS sont nombreux, mais ils se r\u00e9partissent g\u00e9n\u00e9ralement en quatre cat\u00e9gories principales :<\/p>\n<ul>\n<li><strong>Une plus grande flexibilit\u00e9.<\/strong>  Le CCaaS permet aux responsables d&rsquo;ajouter facilement des agents, de s&rsquo;adapter rapidement aux changements et d&rsquo;\u00e9tendre les fonctionnalit\u00e9s, sans d\u00e9pendre des ressources informatiques limit\u00e9es ou de l&rsquo;achat de nouveaux \u00e9quipements.<\/li>\n<li><strong>Une \u00e9volutivit\u00e9 plus transparente.<\/strong>  Le CCaaS permet aux entreprises d&rsquo;augmenter ou de r\u00e9duire plus facilement leurs op\u00e9rations en fonction des besoins pour r\u00e9pondre aux demandes cycliques ou aux pics inattendus du volume d&rsquo;interaction.<\/li>\n<li><strong>Une plus grande souplesse op\u00e9rationnelle.<\/strong>  La plus grande flexibilit\u00e9 et l&rsquo;\u00e9volutivit\u00e9 plus transparente que nous venons d&rsquo;\u00e9voquer se combinent pour apporter un avantage suppl\u00e9mentaire au CCaaS : une agilit\u00e9 op\u00e9rationnelle accrue.<\/li>\n<li><strong>Budg\u00e9tisation et planification des Opex.<\/strong>  Comme d&rsquo;autres solutions en nuage, le CCaaS \u00e9limine la n\u00e9cessit\u00e9 de demander un budget d&rsquo;investissement important, ce qui est tr\u00e8s favorable \u00e0 la tr\u00e9sorerie de la suite C, car il fait passer la charge financi\u00e8re d&rsquo;un budget d&rsquo;investissement \u00e0 un budget d&rsquo;exploitation.<\/li>\n<\/ul>\n<p>Le centre de contact en tant que service met v\u00e9ritablement la puissance d&rsquo;un centre de contact moderne \u00e0 la disposition de toute entreprise, ind\u00e9pendamment de son budget ou de son expertise technique. Le moment est venu &#8211; \u00eates-vous pr\u00eat \u00e0 en savoir plus ? <\/p>\n<p>&nbsp;<\/p>\n<p>Parlez en direct avec Calabrio au stand #1001 \u00e0 Enterprise Connect 2018 &#8211; pr\u00e9programmez<a href=\"https:\/\/calendly.com\/calabrio\/enterprise-connect-2018\/03-12-2018\" target=\"_blank\" rel=\"noopener noreferrer\">une d\u00e9mo en direct ou une r\u00e9union priv\u00e9e d\u00e8s aujourd&rsquo;hui &#8211; et<\/a>surveillez les cadeaux sp\u00e9ciaux que nous offrons conjointement avec notre partenaire Five9 lors de l&rsquo;\u00e9v\u00e9nement !<\/p>\n<p>&nbsp;<\/p>\n<p>Si vous avez manqu\u00e9 notre premier blog \u00ab\u00a0Countdown to Enterprise Connect\u00a0\u00bb, <a href=\"https:\/\/developer.calabrio.com\/blog\/countdown-enterprise-connect-2018-calabrio-helps-orion-industries-drive-social-change\/\" target=\"_blank\" rel=\"noopener noreferrer\">lisez-le maintenant<\/a> pour d\u00e9couvrir comment Orion Industries s&rsquo;associe \u00e0 Calabrio pour favoriser le changement social et comment vous pouvez parler avec Bill Holder d&rsquo;Orion en direct lors de l&rsquo;\u00e9v\u00e9nement de la semaine prochaine.<\/p>\n<p>&nbsp;<\/p>\n<p><sup>1 <\/sup>GetVOIP, \u00a0\u00bb Our Rundown of Gartner&rsquo;s 2017 CCaaS Magic Quadrant \u00ab\u00a0. 9 novembre 2017.   <a href=\"https:\/\/getvoip.com\/blog\/2017\/11\/09\/ccaas-magic-quadrant\/\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/getvoip.com\/blog\/2017\/11\/09\/ccaas-magic-quadrant\/<\/a><\/p>\n<p>&nbsp;<\/p>\n<p><sup>2<\/sup> MarketsandMarkets, \u00ab\u00a0<a href=\"https:\/\/www.marketsandmarkets.com\/Market-Reports\/cloud-based-contact-center-market-160166082.html\" target=\"_blank\" rel=\"noopener noreferrer\">Cloud-Based Contact Center Market<\/a> by Solution (Dialers, Reporting, and Analytics), Service (Professional and Managed), Application, Deployment Model, Organization Size, Industry Vertical, and Region &#8211; Global Forecast to 2021.\u00a0\u00bb 2017. <a href=\"https:\/\/www.marketsandmarkets.com\/PressReleases\/cloud-based-contact-center.asp\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/www.marketsandmarkets.com\/PressReleases\/cloud-based-contact-center.asp<\/a><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":237,"featured_media":10983,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[186],"tags":[248,249,195],"blog-languages":[],"class_list":["post-10981","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nouvelles-de-calabrio","tag-amazon-fr","tag-ccaas-fr","tag-nuage"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Compte 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