{"id":23891,"date":"2017-04-25T08:46:30","date_gmt":"2017-04-25T08:46:30","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal-2\/"},"modified":"2025-09-02T06:01:45","modified_gmt":"2025-09-02T06:01:45","slug":"casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/","title":{"rendered":"Casser les silos de donn\u00e9es dans le centre de contact multicanal"},"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_263e603eff31b03615564896dd0d1bae\"\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\">Casser les silos de donn\u00e9es dans le centre de contact multicanal<\/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_263e603eff31b03615564896dd0d1bae\"] {\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%2Fcasser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal%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%2Fcasser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal%2F&#038;text=Casser les silos de donn\u00e9es dans le centre de contact multicanal\"\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%2Fcasser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal%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>L&rsquo;un des d\u00e9fis les plus d\u00e9concertants pour les responsables des centres de contact modernes est de rendre compte de toute mesure de performance qui n\u00e9cessite des informations provenant de plusieurs syst\u00e8mes ou applications, chacun d&rsquo;entre eux \u00e9tant un silo de donn\u00e9es autonome. Alors que les marques suivent l&rsquo;exemple de leurs clients et adoptent de nouveaux canaux, le paysage des donn\u00e9es des centres de contact devient de plus en plus complexe. Les responsables de centres de contact avis\u00e9s recherchent des solutions modernes pour \u00e9liminer les silos de donn\u00e9es et <a href=\"https:\/\/www.calabrio.com\/recorded-webinars\/watch-cracking-the-code-of-journey-analytics\/\">cr\u00e9er une vue d&rsquo;ensemble du parcours du client<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<h2>Les luttes du pass\u00e9<\/h2>\n<p>Traditionnellement, les centres de contact sont confront\u00e9s \u00e0 deux d\u00e9fis principaux en mati\u00e8re de donn\u00e9es.<\/p>\n<p><strong>Donn\u00e9es en temps r\u00e9el<\/strong><\/p>\n<p>Les donn\u00e9es en temps r\u00e9el sont trait\u00e9es par un moteur distinct, d\u00e9di\u00e9 au temps r\u00e9el, qui alimente une s\u00e9rie de rapports distincts. Bien que ce processus d\u00e9di\u00e9 soit rapide et fiable, la plupart des donn\u00e9es en temps r\u00e9el \u00ab\u00a0disparaissent\u00a0\u00bb apr\u00e8s une br\u00e8ve apparition d&rsquo;une seconde dans un rapport. Les centres de contact s&rsquo;efforcent d&rsquo;int\u00e9grer ces informations aux donn\u00e9es provenant d&rsquo;autres syst\u00e8mes afin de comprendre les performances au fil du temps et entre les diff\u00e9rents canaux.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Donn\u00e9es historiques<\/strong><br \/>\nLes donn\u00e9es historiques &#8211; donn\u00e9es agr\u00e9g\u00e9es et r\u00e9sum\u00e9es, avec une vari\u00e9t\u00e9 de mesures calcul\u00e9es pour les rapports de tendance bas\u00e9s sur des intervalles de temps plus longs &#8211; sont g\u00e9n\u00e9ralement trait\u00e9es dans des processus par lots qui ne s&rsquo;ex\u00e9cutent que p\u00e9riodiquement. Ces processus d&rsquo;extraction, de transformation et de chargement par lots alimentent une base de donn\u00e9es relationnelle secondaire optimis\u00e9e pour l&rsquo;\u00e9tablissement de rapports, g\u00e9n\u00e9ralement un entrep\u00f4t de donn\u00e9es (data mart) ou un entrep\u00f4t de donn\u00e9es (data warehouse). Bien que ces donn\u00e9es soient souvent plus riches et plus compl\u00e8tes que les flux de donn\u00e9es en temps r\u00e9el, le chargement par lots est relativement inefficace pour traiter de tr\u00e8s grandes quantit\u00e9s de donn\u00e9es en temps r\u00e9el, et les performances peuvent en p\u00e2tir lorsque les intervalles de \u00ab\u00a0rafra\u00eechissement\u00a0\u00bb sont ramen\u00e9s \u00e0 quelques minutes, voire quelques secondes.<\/p>\n<p>&nbsp;<\/p>\n<h2>La naissance du Big Data<\/h2>\n<p>Il existe aujourd&rsquo;hui des technologies capables de traiter de grandes quantit\u00e9s de donn\u00e9es. Ces technologies sont \u00e0 la base de nombreuses applications parmi les plus importantes de l&rsquo;internet. Google, Facebook, Twitter et d&rsquo;autres ont contribu\u00e9 \u00e0 d\u00e9velopper un grand nombre de ces technologies qui renforcent ce que nous appelons aujourd&rsquo;hui le Big Data, capable de traiter des centaines de millions d&rsquo;\u00e9l\u00e9ments de donn\u00e9es par seconde, et presque infiniment extensible. Ils ont fait leur entr\u00e9e dans la sph\u00e8re des centres de contact lorsque les m\u00e9dias sociaux sont devenus un canal important d&rsquo;interaction entre les clients et les marques.<\/p>\n<p>Bien que ces m\u00eames technologies puissent \u00eatre utilis\u00e9es pour traiter les rapports en temps r\u00e9el, elles ne b\u00e9n\u00e9ficient pas n\u00e9cessairement de toute la richesse \u00e0 valeur ajout\u00e9e que permet l&rsquo;int\u00e9gration de technologies de centre de contact plus conventionnelles. Les applications de surveillance et de reporting des m\u00e9dias sociaux ne sont souvent pas connect\u00e9es \u00e0 d&rsquo;autres syst\u00e8mes de centres de contact, ce qui emp\u00eache les responsables de centres de contact de rendre compte des interactions sur les m\u00e9dias sociaux dans le cadre de l&rsquo;ensemble des activit\u00e9s du centre de contact, y compris les appels, les courriels, les chats et autres interactions.<\/p>\n<p>&nbsp;<\/p>\n<h2>La technologie du futur pour le reporting des centres de contact<\/h2>\n<p>Ce qu&rsquo;il fallait, c&rsquo;\u00e9tait une nouvelle architecture qui combine le meilleur des deux mondes : l&rsquo;\u00e9volutivit\u00e9 et l&rsquo;instantan\u00e9it\u00e9 des <a href=\"https:\/\/www.calabrio.com\/download-three-tips-for-measuring-voice\/\">technologies Big Data<\/a>, et le contexte plus riche et ax\u00e9 sur les r\u00e8gles de l&rsquo;entreprise de l&rsquo;entrep\u00f4t de donn\u00e9es.<\/p>\n<p>C&rsquo;est ainsi qu&rsquo;est n\u00e9e l&rsquo;architecture Lambda, con\u00e7ue pour le traitement robuste de quantit\u00e9s massives de donn\u00e9es \u00e0 travers de nombreux syst\u00e8mes et canaux de centres de contact. L&rsquo;architecture vise \u00e0 trouver un \u00e9quilibre entre la latence des donn\u00e9es (le temps qui s&rsquo;\u00e9coule entre un \u00e9v\u00e9nement r\u00e9el et l&rsquo;apparition de ses donn\u00e9es dans un rapport) et le volume des donn\u00e9es.<\/p>\n<p>&nbsp;<\/p>\n<p>Cette architecture Lambda, sur laquelle repose <a href=\"https:\/\/www.calabrio.com\/resource-center\/infographics\/making-your-reporting-work-for-you\/\">Calabrio Advanced Reporting powered by Symmetrics<\/a>, est con\u00e7ue pour r\u00e9pondre \u00e0 l&rsquo;ensemble des besoins de reporting des centres de contact, depuis la collecte et le traitement de grandes quantit\u00e9s de donn\u00e9es en temps r\u00e9el jusqu&rsquo;aux rapports tr\u00e8s sp\u00e9cifiques et riches en contexte dont les responsables de centres de contact ont besoin pour la gestion des performances. Les responsables des centres de contact et les analystes ont d\u00e9sormais acc\u00e8s \u00e0 des donn\u00e9es en temps r\u00e9el, \u00e0 des donn\u00e9es d\u00e9taill\u00e9es sur les contacts et \u00e0 des donn\u00e9es agr\u00e9g\u00e9es et r\u00e9sum\u00e9es sur n&rsquo;importe quel intervalle de temps qu&rsquo;ils souhaitent mesurer, \u00e0 partir de n&rsquo;importe quelle source ou canal. Les silos sont \u00e9limin\u00e9s et les marques peuvent mieux comprendre l&rsquo;ensemble du parcours du client.<\/p>\n<p>&nbsp;<\/p>\n<p>Trouvez votre chemin vers un rapport complet. T\u00e9l\u00e9chargez notre livre blanc, <a href=\"https:\/\/www.calabrio.com\/path-better-contact-center-reporting-analytics\/\"><em>Un meilleur reporting pour les centres de contact : Une feuille de route pour am\u00e9liorer l&rsquo;analyse afin d&rsquo;atteindre les principaux objectifs de l&rsquo;entreprise<\/em><\/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":251,"featured_media":5695,"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-23891","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>Casser les silos de donn\u00e9es dans le centre de contact multicanal | Calabrio<\/title>\n<meta name=\"description\" content=\"Les centres de contact multicanaux doivent investir dans un logiciel moderne de reporting pour centres de contact afin d&#039;obtenir une compr\u00e9hension compl\u00e8te du parcours client.\" \/>\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\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Casser les silos de donn\u00e9es dans le centre de contact multicanal\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/\" \/>\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=\"2017-04-25T08:46:30+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-02T06:01:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.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=\"Terri Kocon\" \/>\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=\"Terri Kocon\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/\"},\"author\":{\"name\":\"Terri Kocon\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#\\\/schema\\\/person\\\/f1bcae7298eb3023c830ba546a9baa5b\"},\"headline\":\"Casser les silos de donn\u00e9es dans le centre de contact multicanal\",\"datePublished\":\"2017-04-25T08:46:30+00:00\",\"dateModified\":\"2025-09-02T06:01:45+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/\"},\"wordCount\":12,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/04\\\/breaking-down-silos-1.jpg\",\"articleSection\":[\"Analytique\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/\",\"name\":\"Casser les silos de donn\u00e9es dans le centre de contact multicanal | Calabrio\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/04\\\/breaking-down-silos-1.jpg\",\"datePublished\":\"2017-04-25T08:46:30+00:00\",\"dateModified\":\"2025-09-02T06:01:45+00:00\",\"description\":\"Les centres de contact multicanaux doivent investir dans un logiciel moderne de reporting pour centres de contact afin d'obtenir une compr\u00e9hension compl\u00e8te du parcours client.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/04\\\/breaking-down-silos-1.jpg\",\"contentUrl\":\"https:\\\/\\\/www.calabrio.com\\\/wp-content\\\/uploads\\\/2017\\\/04\\\/breaking-down-silos-1.jpg\",\"width\":600,\"height\":450},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/blog\\\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Casser les silos de donn\u00e9es dans le centre de contact multicanal\"}]},{\"@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\\\/f1bcae7298eb3023c830ba546a9baa5b\",\"name\":\"Terri Kocon\",\"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\":\"Terri Kocon\"},\"url\":\"https:\\\/\\\/www.calabrio.com\\\/fr\\\/author\\\/terri-kocon\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Casser les silos de donn\u00e9es dans le centre de contact multicanal | Calabrio","description":"Les centres de contact multicanaux doivent investir dans un logiciel moderne de reporting pour centres de contact afin d'obtenir une compr\u00e9hension compl\u00e8te du parcours client.","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\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/","og_locale":"fr_FR","og_type":"article","og_title":"Casser les silos de donn\u00e9es dans le centre de contact multicanal","og_url":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/","og_site_name":"Calabrio","article_publisher":"https:\/\/www.facebook.com\/pages\/Calabrio\/312159772174664","article_published_time":"2017-04-25T08:46:30+00:00","article_modified_time":"2025-09-02T06:01:45+00:00","og_image":[{"width":600,"height":450,"url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.jpg","type":"image\/jpeg"}],"author":"Terri Kocon","twitter_card":"summary_large_image","twitter_creator":"@calabrio","twitter_site":"@calabrio","twitter_misc":{"Written by":"Terri Kocon"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#article","isPartOf":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/"},"author":{"name":"Terri Kocon","@id":"https:\/\/www.calabrio.com\/fr\/#\/schema\/person\/f1bcae7298eb3023c830ba546a9baa5b"},"headline":"Casser les silos de donn\u00e9es dans le centre de contact multicanal","datePublished":"2017-04-25T08:46:30+00:00","dateModified":"2025-09-02T06:01:45+00:00","mainEntityOfPage":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/"},"wordCount":12,"commentCount":0,"publisher":{"@id":"https:\/\/www.calabrio.com\/fr\/#organization"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.jpg","articleSection":["Analytique"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/","url":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/","name":"Casser les silos de donn\u00e9es dans le centre de contact multicanal | Calabrio","isPartOf":{"@id":"https:\/\/www.calabrio.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#primaryimage"},"image":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#primaryimage"},"thumbnailUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.jpg","datePublished":"2017-04-25T08:46:30+00:00","dateModified":"2025-09-02T06:01:45+00:00","description":"Les centres de contact multicanaux doivent investir dans un logiciel moderne de reporting pour centres de contact afin d'obtenir une compr\u00e9hension compl\u00e8te du parcours client.","breadcrumb":{"@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#primaryimage","url":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.jpg","contentUrl":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.jpg","width":600,"height":450},{"@type":"BreadcrumbList","@id":"https:\/\/www.calabrio.com\/fr\/blog\/casser-les-silos-de-donnees-dans-le-centre-de-contact-multicanal\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.calabrio.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Casser les silos de donn\u00e9es dans le centre de contact multicanal"}]},{"@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\/f1bcae7298eb3023c830ba546a9baa5b","name":"Terri Kocon","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":"Terri Kocon"},"url":"https:\/\/www.calabrio.com\/fr\/author\/terri-kocon\/"}]}},"featured_image_src":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1-600x400.jpg","featured_image_src_square":"https:\/\/www.calabrio.com\/wp-content\/uploads\/2017\/04\/breaking-down-silos-1.jpg","author_info":{"display_name":"Terri Kocon","author_link":"https:\/\/www.calabrio.com\/fr\/author\/terri-kocon\/"},"_links":{"self":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts\/23891","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\/251"}],"replies":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/comments?post=23891"}],"version-history":[{"count":0,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/posts\/23891\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/media\/5695"}],"wp:attachment":[{"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/media?parent=23891"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/categories?post=23891"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/tags?post=23891"},{"taxonomy":"blog-languages","embeddable":true,"href":"https:\/\/www.calabrio.com\/fr\/wp-json\/wp\/v2\/blog-languages?post=23891"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}