{"id":11538,"date":"2017-03-29T10:44:53","date_gmt":"2017-03-29T10:44:53","guid":{"rendered":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur"},"modified":"2025-05-07T05:29:03","modified_gmt":"2025-05-07T05:29:03","slug":"equiper-le-centre-de-contact-du-futur","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/equiper-le-centre-de-contact-du-futur\/","title":{"rendered":"\u00c9quiper le centre de contact du futur"},"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_62d70e2ed9c15a27c22dfc32ed861980\"\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\">Analytique <\/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\">\u00c9quiper le centre de contact du futur<\/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_62d70e2ed9c15a27c22dfc32ed861980\"] {\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%2Fequiper-le-centre-de-contact-du-futur%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%2Fequiper-le-centre-de-contact-du-futur%2F&#038;text=\u00c9quiper le centre de contact du futur\"\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%2Fequiper-le-centre-de-contact-du-futur%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>Ces derni\u00e8res ann\u00e9es, nous avons vu des entreprises &#8211; anciennes et nouvelles, grandes et petites &#8211; de tous les grands secteurs d&rsquo;activit\u00e9 changer radicalement leur fa\u00e7on de travailler pour se concentrer sur le client. Ils ont compris que \u00ab\u00a0l&rsquo;\u00e8re du client\u00a0\u00bb est plus qu&rsquo;une expression, c&rsquo;est une r\u00e9alit\u00e9 commerciale, et ils l&rsquo;ont appris :<\/p>\n<ol>\n<li>L&rsquo;exp\u00e9rience du client est leur seul v\u00e9ritable facteur de diff\u00e9renciation concurrentielle.<\/li>\n<li>Afin de fa\u00e7onner positivement l&rsquo;exp\u00e9rience client, ils doivent \u00eatre en mesure de s&rsquo;engager de mani\u00e8re significative avec les clients \u00e0 chaque \u00e9tape du cycle de vie.<\/li>\n<\/ol>\n<p>Comme ces axiomes commerciaux essentiels sont pass\u00e9s au premier plan de la conscience des entreprises, l&rsquo;importance du centre de contact l&rsquo;a \u00e9galement \u00e9t\u00e9. Alors que ce groupe d&rsquo;entreprises \u00e9tait autrefois consid\u00e9r\u00e9 comme une fonction dorsale d\u00e9pass\u00e9e, dont l&rsquo;utilit\u00e9 se limitait \u00e0 recueillir et \u00e0 neutraliser les plaintes des clients, il est aujourd&rsquo;hui consid\u00e9r\u00e9, lorsqu&rsquo;il est \u00e9quip\u00e9 de la bonne technologie, comme une unit\u00e9 commerciale indispensable et un moteur inestimable d&rsquo;informations sur les clients. Alors que de nombreux centres de contact sont pass\u00e9s d&rsquo;une mentalit\u00e9 r\u00e9active \u00e0 une mentalit\u00e9 proactive et pr\u00e9dictive, la technologie est g\u00e9n\u00e9ralement \u00e0 la tra\u00eene. De nombreuses organisations se sentent \u00e9touff\u00e9es par des technologies d\u00e9pass\u00e9es et anciennes et se tournent plut\u00f4t vers des solutions plus modernes et plus souples qui leur permettent de r\u00e9pondre aux attentes du consommateur moderne. Rien n&rsquo;illustre mieux cette \u00e9volution que l&rsquo;essor du march\u00e9 des centres de contact en tant que service (CCaaS) et la \u00ab\u00a0pile technologique\u00a0\u00bb des centres de contact qui en est \u00e0 l&rsquo;origine.<\/p>\n<p>&nbsp;<\/p>\n<p>Selon Gartner, le CCaaS est l&rsquo;un des march\u00e9s de services \u00e0 la croissance la plus rapide en Am\u00e9rique du Nord. Avec CCaaS, toute entreprise peut configurer et d\u00e9ployer un centre de contact enti\u00e8rement fonctionnel, quelle que soit sa taille ou sa complexit\u00e9, en quelques minutes, quelle que soit l&rsquo;infrastructure pr\u00e9existante. Il s&rsquo;agit litt\u00e9ralement d&rsquo;un b\u00e2ton de dynamite pour ce qui constituait traditionnellement une barri\u00e8re \u00e9lev\u00e9e \u00e0 l&rsquo;entr\u00e9e pour les entreprises qui souhaitaient cr\u00e9er et g\u00e9rer un centre de contact. Des entreprises telles qu&rsquo;Amazon Web Services (AWS) sont en premi\u00e8re ligne pour rendre tout cela possible gr\u00e2ce \u00e0 des offres telles qu&rsquo;Amazon Connect, le nouveau service de centre de contact bas\u00e9 sur le cloud d&rsquo;AWS qui a \u00e9t\u00e9 annonc\u00e9 cette semaine lors de la conf\u00e9rence Enterprise Connect.<\/p>\n<p>&nbsp;<\/p>\n<p>Si cette \u00e9volution de la rapidit\u00e9 de mise sur le march\u00e9 est vraiment passionnante, en particulier pour les entreprises qui cherchent \u00e0 d\u00e9velopper leurs op\u00e9rations de service \u00e0 la client\u00e8le, ce qui l&rsquo;est encore plus, c&rsquo;est la possibilit\u00e9 d&rsquo;int\u00e9grer des outils puissants, tels que Calabrio, qui exploitent la voix du client pour d\u00e9couvrir des informations qui g\u00e9n\u00e8rent de la valeur dans l&rsquo;ensemble de l&rsquo;entreprise. Pour de nombreuses organisations, ce type de <a href=\"https:\/\/www.calabrio.com\/contact-center-bi\/\">renseignements sur les clients<\/a> est inaccessible.<\/p>\n<p>&nbsp;<\/p>\n<p>Tous ceux qui connaissent Calabrio savent que nous nous sommes toujours engag\u00e9s \u00e0 fournir \u00e0 nos clients les solutions les plus innovantes et les plus modernes qui soient. Aujourd&rsquo;hui, nous avons le plaisir d&rsquo;annoncer que nous restons fid\u00e8les \u00e0 cet engagement en int\u00e9grant <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\">Calabrio ONE<\/a> \u00e0 Amazon Connect. Avec Calabrio, les clients d&rsquo;Amazon Connect peuvent \u00eatre s\u00fbrs que les employ\u00e9s des centres de contact sont \u00e9quip\u00e9s et motiv\u00e9s pour offrir aux clients l&rsquo;exp\u00e9rience qu&rsquo;ils souhaitent, \u00e0 tout moment et en tout lieu &#8211; le tout fourni par Amazon Web Services.<\/p>\n<p>&nbsp;<\/p>\n<p>Seule suite d&rsquo;optimisation de la main-d&rsquo;\u0153uvre (WFO) en nuage enti\u00e8rement multi-locataires sur le march\u00e9, Calabrio ONE &#8211; qui comprend l&rsquo;enregistrement des appels, la gestion de la qualit\u00e9, la gestion de la main-d&rsquo;\u0153uvre et l&rsquo;analyse de la voix du client (VoC) &#8211; offre une vue unique des interactions avec les clients, ce qui est essentiel pour am\u00e9liorer l&rsquo;exp\u00e9rience du client et de l&#8217;employ\u00e9. Nous avons le plaisir de fournir \u00e0 tous les clients d&rsquo;Amazon Connect cette vue unique, et nous esp\u00e9rons qu&rsquo;elle leur permettra non seulement de naviguer, mais aussi de prosp\u00e9rer dans l&rsquo;environnement hyperconcurrentiel de la fid\u00e9lisation de la client\u00e8le.<\/p>\n<p>&nbsp;<\/p>\n<p>Pour en savoir plus sur Amazon Connect, <a href=\"https:\/\/www.businesswire.com\/news\/home\/20170328005857\/en\/AWS-Announces-Amazon-Connect\" target=\"_blank\" rel=\"noopener noreferrer\">consultez l&rsquo;annonce de l&rsquo;entreprise.<\/a><\/p>\n<p>&nbsp;<\/p>\n<p>Pour en savoir plus sur la fa\u00e7on dont la plateforme Calabrio ONE modernise les centres de contact \u00e0 l&rsquo;\u00e8re du client, <a href=\"https:\/\/www.calabrio.com\/definitive-guide-to-the-modern-contact-center\">t\u00e9l\u00e9chargez le Guide d\u00e9finitif du centre de contact moderne.<\/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":269,"featured_media":5711,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-11538","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analytics-fr"],"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>\u00c9quiper le centre de contact du futur | Calabrio<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment les centres de contact qui ach\u00e8tent Contact Center as a Service (CCaaS) et Workforce Optimization (WFO) ensemble am\u00e9liorent leurs op\u00e9rations de service \u00e0 la client\u00e8le.\" \/>\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\/equiper-le-centre-de-contact-du-futur\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c9quiper le centre de contact du futur\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/\" \/>\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=\"2017-03-29T10:44:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-07T05:29:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"450\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Tom Goodmanson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@calabrio\" \/>\n<meta name=\"twitter:site\" content=\"@calabrio\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Tom Goodmanson\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/\"},\"author\":{\"name\":\"Tom Goodmanson\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/4d1dbe496e153a02626e2d44c3e9f94c\"},\"headline\":\"\u00c9quiper le centre de contact du futur\",\"datePublished\":\"2017-03-29T10:44:53+00:00\",\"dateModified\":\"2025-05-07T05:29:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/\"},\"wordCount\":7,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/03\\\/equippingthecontactcenter.jpg\",\"articleSection\":[\"Analytique\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/\",\"name\":\"\u00c9quiper le centre de contact du futur | Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/03\\\/equippingthecontactcenter.jpg\",\"datePublished\":\"2017-03-29T10:44:53+00:00\",\"dateModified\":\"2025-05-07T05:29:03+00:00\",\"description\":\"D\u00e9couvrez comment les centres de contact qui ach\u00e8tent Contact Center as a Service (CCaaS) et Workforce Optimization (WFO) ensemble am\u00e9liorent leurs op\u00e9rations de service \u00e0 la client\u00e8le.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/03\\\/equippingthecontactcenter.jpg\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/03\\\/equippingthecontactcenter.jpg\",\"width\":600,\"height\":450},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/blog\\\/equiper-le-centre-de-contact-du-futur\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\u00c9quiper le centre de contact du futur\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"name\":\"Calabrio\",\"description\":\"Workforce Engagement Management Software\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\",\"name\":\"Calabrio\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/Group-1707478765.png\",\"width\":1360,\"height\":984,\"caption\":\"Calabrio\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/pages\\\/Calabrio\\\/312159772174664\",\"https:\\\/\\\/x.com\\\/calabrio\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/calabrio\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/4d1dbe496e153a02626e2d44c3e9f94c\",\"name\":\"Tom Goodmanson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/?s=96&d=mm&r=g\",\"caption\":\"Tom Goodmanson\"},\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/author\\\/tom-goodmanson\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"\u00c9quiper le centre de contact du futur | Calabrio","description":"D\u00e9couvrez comment les centres de contact qui ach\u00e8tent Contact Center as a Service (CCaaS) et Workforce Optimization (WFO) ensemble am\u00e9liorent leurs op\u00e9rations de service \u00e0 la client\u00e8le.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/","og_locale":"fr_FR","og_type":"article","og_title":"\u00c9quiper le centre de contact du futur","og_url":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/","og_site_name":"Calabrio","article_publisher":"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","article_published_time":"2017-03-29T10:44:53+00:00","article_modified_time":"2025-05-07T05:29:03+00:00","og_image":[{"width":600,"height":450,"url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg","type":"image\/jpeg"}],"author":"Tom Goodmanson","twitter_card":"summary_large_image","twitter_creator":"@calabrio","twitter_site":"@calabrio","twitter_misc":{"Written by":"Tom Goodmanson"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#article","isPartOf":{"@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/"},"author":{"name":"Tom Goodmanson","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/4d1dbe496e153a02626e2d44c3e9f94c"},"headline":"\u00c9quiper le centre de contact du futur","datePublished":"2017-03-29T10:44:53+00:00","dateModified":"2025-05-07T05:29:03+00:00","mainEntityOfPage":{"@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/"},"wordCount":7,"commentCount":0,"publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"image":{"@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg","articleSection":["Analytique"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/","url":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/","name":"\u00c9quiper le centre de contact du futur | Calabrio","isPartOf":{"@id":"https:\/\/www.calabrio.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#primaryimage"},"image":{"@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg","datePublished":"2017-03-29T10:44:53+00:00","dateModified":"2025-05-07T05:29:03+00:00","description":"D\u00e9couvrez comment les centres de contact qui ach\u00e8tent Contact Center as a Service (CCaaS) et Workforce Optimization (WFO) ensemble am\u00e9liorent leurs op\u00e9rations de service \u00e0 la client\u00e8le.","breadcrumb":{"@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#primaryimage","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg","width":600,"height":450},{"@type":"BreadcrumbList","@id":"https:\/\/www.calabrio.com\/blog\/equiper-le-centre-de-contact-du-futur\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.calabrio.com\/fr\/"},{"@type":"ListItem","position":2,"name":"\u00c9quiper le centre de contact du futur"}]},{"@type":"WebSite","@id":"https:\/\/www.calabrio.com\/fr\/#website","url":"https:\/\/www.calabrio.com\/fr\/","name":"Calabrio","description":"Workforce Engagement Management Software","publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.calabrio.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/www.calabrio.com\/fr\/#organization","name":"Calabrio","url":"https:\/\/www.calabrio.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png","width":1360,"height":984,"caption":"Calabrio"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","https:\/\/x.com\/calabrio","https:\/\/www.linkedin.com\/company\/calabrio"]},{"@type":"Person","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/4d1dbe496e153a02626e2d44c3e9f94c","name":"Tom Goodmanson","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","caption":"Tom Goodmanson"},"url":"https:\/\/www.calabrio.com\/fr\/author\/tom-goodmanson\/"}]}},"featured_image_src":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter-600x400.jpg","featured_image_src_square":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/03\/equippingthecontactcenter.jpg","author_info":{"display_name":"Tom Goodmanson","author_link":"https:\/\/www.calabrio.com\/fr\/author\/tom-goodmanson\/"},"_links":{"self":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts\/11538","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/users\/269"}],"replies":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/comments?post=11538"}],"version-history":[{"count":0,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts\/11538\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/media\/5711"}],"wp:attachment":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/media?parent=11538"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/categories?post=11538"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/tags?post=11538"},{"taxonomy":"blog-languages","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/blog-languages?post=11538"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}