{"id":11045,"date":"2017-06-15T19:10:14","date_gmt":"2017-06-15T19:10:14","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/lavenir-du-wfo-dans-le-nuage-cest-maintenant"},"modified":"2025-05-13T08:17:38","modified_gmt":"2025-05-13T08:17:38","slug":"lavenir-du-wfo-dans-le-nuage-cest-maintenant","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/lavenir-du-wfo-dans-le-nuage-cest-maintenant\/","title":{"rendered":"L&rsquo;avenir du WFO dans le nuage, c&rsquo;est MAINTENANT"},"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_a90d73639064e0ae98896157c9bada92\"\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\">Meilleures pratiques <\/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\">L&rsquo;avenir du WFO dans le nuage, c&rsquo;est MAINTENANT<\/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_a90d73639064e0ae98896157c9bada92\"] {\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%2Flavenir-du-wfo-dans-le-nuage-cest-maintenant%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%2Flavenir-du-wfo-dans-le-nuage-cest-maintenant%2F&#038;text=L&rsquo;avenir du WFO dans le nuage, c&rsquo;est MAINTENANT\"\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%2Flavenir-du-wfo-dans-le-nuage-cest-maintenant%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 centres de contact ont besoin de solutions d&rsquo;optimisation de la main-d&rsquo;\u0153uvre telles que l&rsquo;enregistrement, l&rsquo;assurance qualit\u00e9 (QA), la gestion de la <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/des-mises-a-jour-frequentes-pour-de-meilleurs-produits\/workforce-management-2\/\">main-d&rsquo;\u0153uvre<\/a> (WFM) et l&rsquo;analyse de la parole (SA) afin d&rsquo;optimiser et d&rsquo;impliquer leurs agents et d&rsquo;obtenir des informations sur les clients. Pendant des ann\u00e9es, les entreprises ont achet\u00e9 ces solutions, g\u00e9n\u00e9ralement une \u00e0 la fois, et les ont mises en \u0153uvre sur site, car c&rsquo;\u00e9tait la seule option possible. Souvent, le temps de mettre en \u0153uvre ce qu&rsquo;ils pensaient \u00eatre une nouvelle solution d&rsquo;assurance qualit\u00e9 ou de gestion des flux de travail, une version plus r\u00e9cente avec des capacit\u00e9s am\u00e9lior\u00e9es \u00e9tait disponible, mais ils ne pouvaient pas y acc\u00e9der. Plus frustrant encore, ils ont achet\u00e9 une solution QA ou WFM et d\u00e9couvert un an plus tard que les serveurs sur lesquels elle fonctionnait n&rsquo;\u00e9taient plus pris en charge, ce qui ne leur laissait pas d&rsquo;autre choix que d&rsquo;acheter de nouveaux serveurs. M\u00eame avec la baisse du prix des serveurs, ce projet a \u00e9t\u00e9 difficile \u00e0 vendre et a utilis\u00e9 un budget qui a \u00e9t\u00e9 allou\u00e9 \u00e0 d&rsquo;autres projets. L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e r\u00e9sout ces probl\u00e8mes en les \u00e9liminant.  <a href=\"https:\/\/www.calabrio.com\/contact-center-cloud-security\/\">Les avantages habituels des solutions en nuage sont les suivants :<\/a><\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li>\u00c9limination des investissements initiaux importants<\/li>\n<li>\u00c9limination de la n\u00e9cessit\u00e9 d&rsquo;acheter et de mettre en \u0153uvre du mat\u00e9riel et des logiciels<\/li>\n<li>\u00c9limination de la d\u00e9pendance \u00e0 l&rsquo;\u00e9gard du service informatique interne<\/li>\n<li>Suppression des frais de mise \u00e0 niveau<\/li>\n<li>Mises \u00e0 jour permanentes des applications<\/li>\n<li>Facilit\u00e9 de mise \u00e0 l&rsquo;\u00e9chelle<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>Les solutions WFO bas\u00e9es sur le cloud offrent aux responsables des centres de contact des avantages suppl\u00e9mentaires, notamment<\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li>Acc\u00e8s \u00e0 des experts techniques et op\u00e9rationnels des centres de contact qui peuvent aider les utilisateurs \u00e0 tirer pleinement parti de leurs solutions.<\/li>\n<li>Acc\u00e8s \u00e0 une grande capacit\u00e9 de serveurs pouvant g\u00e9rer des volumes planifi\u00e9s et non planifi\u00e9s<\/li>\n<li>Acc\u00e8s \u00e0 des modules WFO suppl\u00e9mentaires sans qu&rsquo;une impl\u00e9mentation sur site ne soit n\u00e9cessaire<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e n&rsquo;\u00e9limine pas tout le travail n\u00e9cessaire pour tirer profit des applications WFO, mais elle prend en charge les activit\u00e9s \u00e0 faible valeur ajout\u00e9e. Les utilisateurs doivent encore apprendre \u00e0 utiliser et \u00e0 maintenir chacune des applications WFO, comme c&rsquo;est le cas pour QA, WFM et SA. Pour l&rsquo;AQ, les utilisateurs doivent cr\u00e9er des formulaires de suivi et effectuer le processus d&rsquo;\u00e9valuation. Pour l&rsquo;analyse vocale, les utilisateurs doivent d\u00e9finir et affiner leurs crit\u00e8res de recherche et s&rsquo;assurer que les r\u00e9sultats sont exacts afin qu&rsquo;ils puissent \u00eatre appliqu\u00e9s en temps voulu. Dans le cas du WFM, les utilisateurs doivent cr\u00e9er des pr\u00e9visions et des calendriers et utiliser la solution pour am\u00e9liorer l&rsquo;adh\u00e9sion des agents et permettre aux membres du personnel de choisir et d&rsquo;\u00e9changer leurs horaires et leurs cong\u00e9s. Pour savoir si une solution WFO bas\u00e9e sur l&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e est adapt\u00e9e \u00e0 votre entreprise, consultez le document DMG <em><a href=\"https:\/\/info.calabrio.com\/Cloud-Based-WFO-Decision-Framework\">Cadre de d\u00e9cision pour une solution WFO bas\u00e9e sur le cloud de DMG.<\/a><\/em>     <\/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":11046,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[195,233],"blog-languages":[],"class_list":["post-11045","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques","tag-nuage","tag-optimisation-des-effectifs"],"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>L&#039;avenir du WFO dans le nuage, c&#039;est maintenant. \u00cates-vous pr\u00eat \u00e0 passer \u00e0 l&#039;action ?<\/title>\n<meta name=\"description\" content=\"Pendant des ann\u00e9es, les entreprises ont achet\u00e9 leur logiciel de centre d&#039;appels un par un et l&#039;ont mis en \u0153uvre sur place. 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