{"id":11019,"date":"2017-10-04T13:38:09","date_gmt":"2017-10-04T13:38:09","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/calabrio-met-la-business-intelligence-au-service-du-centre-de-contact"},"modified":"2025-05-13T22:25:48","modified_gmt":"2025-05-13T22:25:48","slug":"calabrio-met-la-business-intelligence-au-service-du-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/calabrio-met-la-business-intelligence-au-service-du-centre-de-contact\/","title":{"rendered":"Calabrio met la Business Intelligence au service du centre de contact"},"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_93a260a37f55e134caeb1494df16e1a9\"\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\">Calabrio met la Business Intelligence au service du centre de contact<\/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_93a260a37f55e134caeb1494df16e1a9\"] {\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%2Fcalabrio-met-la-business-intelligence-au-service-du-centre-de-contact%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%2Fcalabrio-met-la-business-intelligence-au-service-du-centre-de-contact%2F&#038;text=Calabrio met la Business Intelligence au service du centre de contact\"\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%2Fcalabrio-met-la-business-intelligence-au-service-du-centre-de-contact%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>Les meilleures marques d&rsquo;aujourd&rsquo;hui offrent une exp\u00e9rience client optimale. Elles tirent parti des donn\u00e9es des centres de contact pour mieux comprendre les clients, tout en veillant \u00e0 ce que les agents se sentent soutenus et impliqu\u00e9s dans leur travail. Cette semaine, lors du <a href=\"https:\/\/www.calabriocustomerconnect.com\/\">Calabrio Customer Connect<\/a> (C3), nous avons pr\u00e9sent\u00e9 une nouvelle <a href=\"https:\/\/www.calabrio.com\/de\/press\/calabrio-kuendigt-auf-der-globalen-kundenkonferenz-die-neue-calabrio-one-plattform-an\/\">plateforme int\u00e9gr\u00e9e Calabrio ONE avec des capacit\u00e9s de reporting et de business intelligence in\u00e9gal\u00e9es<\/a> afin que nos clients puissent prendre de meilleures d\u00e9cisions commerciales, stimuler l&rsquo;engagement des employ\u00e9s et am\u00e9liorer la satisfaction des clients.  <\/p>\n<p>&nbsp;<\/p>\n<p>Le centre de contact a le pouvoir d&rsquo;agir comme les yeux et les oreilles d&rsquo;une organisation, et les marques intelligentes comprennent que les donn\u00e9es glan\u00e9es \u00e0 partir des interactions des agents avec les clients fournissent des informations critiques qui peuvent transformer la fa\u00e7on dont une entreprise fait des affaires. Cependant, les outils actuels d&rsquo;analyse et de reporting prennent du temps, sont difficiles \u00e0 g\u00e9rer et incluent des donn\u00e9es fragmentaires provenant de diff\u00e9rents syst\u00e8mes. Le manque d&rsquo;int\u00e9grit\u00e9 des donn\u00e9es, associ\u00e9 \u00e0 la lourdeur des processus, signifie que de nombreuses entreprises ratent des occasions de comprendre v\u00e9ritablement leurs clients.  <\/p>\n<p>&nbsp;<\/p>\n<p>Selon Forrester, la plupart des organisations n&rsquo;analysent actuellement que 12 % de leurs donn\u00e9es. En outre, notre propre <a href=\"https:\/\/www.calabrio.com\/multichannel-analytics-contact-center\/\">rapport Multichannel Analytics in the Contact Center<\/a> a r\u00e9v\u00e9l\u00e9 que de nombreuses organisations sont submerg\u00e9es par les donn\u00e9es, ne savent pas comment les analyser ou ne connaissent pas la valeur de ce qui leur \u00e9chappe. Le centre de contact devenant de plus en plus complexe gr\u00e2ce \u00e0 la multiplicit\u00e9 des canaux de communication et des points de contact avec les clients, la quantit\u00e9 de donn\u00e9es ne fera qu&rsquo;augmenter.  <\/p>\n<p>&nbsp;<\/p>\n<p>C&rsquo;est exactement la raison pour laquelle nous avons d\u00e9velopp\u00e9 la nouvelle plateforme <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\">Calabrio ONE.<\/a>  Les capacit\u00e9s de reporting avanc\u00e9es all\u00e8gent le fardeau de l&rsquo;analyse pour les organisations, qui peuvent ainsi se d\u00e9barrasser rapidement du fouillis de donn\u00e9es et obtenir des informations pertinentes sur la sant\u00e9 de l&rsquo;entreprise. D\u00e9sormais, avec une source unique de v\u00e9rit\u00e9 sur les donn\u00e9es d&rsquo;interaction avec les clients, les entreprises peuvent enfin r\u00e9aliser la pleine valeur des donn\u00e9es de leur centre de contact, maintenir l&rsquo;engagement et la motivation des agents et savoir qu&rsquo;elles tirent le meilleur parti de leurs centres de contact. Tout se r\u00e9sume \u00e0 cr\u00e9er des relations pr\u00e9cieuses avec les clients et Calabrio y parvient. Pour en savoir plus sur la fa\u00e7on dont Calabrio dresse le tableau complet de l&rsquo;exp\u00e9rience de vos clients, lisez notre <a href=\"https:\/\/www.calabrio.com\/wfo\/customer-interaction-analytics\/\">guide complet sur l&rsquo;analyse des interactions avec les clients.<\/a><\/p>\n<p>&nbsp;<\/p>\n<p>La nouvelle solution <a href=\"https:\/\/www.calabrio.com\/products\/contact-center-reporting\/\">Calabrio Advanced Reporting<\/a> prend en compte les informations collect\u00e9es par le centre de contact et cr\u00e9e des visualisations de tableaux de bord facilement compr\u00e9hensibles et partageables par l&rsquo;ensemble de l&rsquo;organisation. Lorsque les donn\u00e9es sont pr\u00e9sent\u00e9es de cette mani\u00e8re simple et digeste, les entreprises peuvent enfin avoir une vue d&rsquo;ensemble de leurs clients et offrir une exp\u00e9rience client bas\u00e9e sur les donn\u00e9es qui d\u00e9passe les attentes.<\/p>\n<p>&nbsp;<\/p>\n<p>Am\u00e9liorez le reporting et l&rsquo;analyse de votre centre de contact en t\u00e9l\u00e9chargeant <a href=\"https:\/\/www.calabrio.com\/path-better-contact-center-reporting-analytics\/\">Better Contact Center Reporting : Une feuille de route pour l&rsquo;am\u00e9lioration de l&rsquo;analyse en vue d&rsquo;atteindre les principaux objectifs de l&rsquo;entreprise<\/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":242,"featured_media":11021,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[186],"tags":[],"blog-languages":[],"class_list":["post-11019","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nouvelles-de-calabrio"],"acf":[],"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>Calabrio met la Business Intelligence au service du centre de contact<\/title>\n<meta name=\"description\" content=\"Calabrio apporte l&#039;intelligence \u00e9conomique au centre de contact avec de nouvelles fonctionnalit\u00e9s, dont Calabrio Advanced Reporting.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.calabrio.com\/blog\/calabrio-met-la-business-intelligence-au-service-du-centre-de-contact\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Calabrio met la Business Intelligence au service du centre de contact\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/calabrio-met-la-business-intelligence-au-service-du-centre-de-contact\/\" \/>\n<meta property=\"og:site_name\" content=\"Calabrio\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664\" \/>\n<meta property=\"article:published_time\" content=\"2017-10-04T13:38:09+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-13T22:25:48+00:00\" \/>\n<meta property=\"og:image\" 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