{"id":30081,"date":"2019-06-05T12:16:05","date_gmt":"2019-06-05T12:16:05","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/teleopti-est-rachete-par-calabrio-une-mission-commune-pour-humaniser-le-lieu-de-travail-2\/"},"modified":"2025-09-02T06:09:19","modified_gmt":"2025-09-02T06:09:19","slug":"teleopti-est-rachete-par-calabrio-une-mission-commune-pour-humaniser-le-lieu-de-travail-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/teleopti-est-rachete-par-calabrio-une-mission-commune-pour-humaniser-le-lieu-de-travail-2\/","title":{"rendered":"Teleopti est rachet\u00e9 par Calabrio : Une mission commune pour humaniser le lieu de travail"},"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_76d43303f17a19baad7eb697439c2b9e\"\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\">Non class\u00e9 <\/p>\n\t\t\t\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\">Reste en tant que blog <\/p>\n\t\t\t\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\">T\u00e9l\u00e9opti Import\u00e9 <\/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\">Teleopti est rachet\u00e9 par Calabrio : Une mission commune pour humaniser le lieu de travail<\/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_76d43303f17a19baad7eb697439c2b9e\"] {\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%2Fteleopti-est-rachete-par-calabrio-une-mission-commune-pour-humaniser-le-lieu-de-travail-2%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%2Fteleopti-est-rachete-par-calabrio-une-mission-commune-pour-humaniser-le-lieu-de-travail-2%2F&#038;text=Teleopti est rachet\u00e9 par Calabrio : Une mission commune pour humaniser le lieu de travail\"\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%2Fteleopti-est-rachete-par-calabrio-une-mission-commune-pour-humaniser-le-lieu-de-travail-2%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>Ce blog est un peu diff\u00e9rent de nos articles habituels sur le WFM, mais nous avons des nouvelles passionnantes \u00e0 vous annoncer ! Olle D\u00fcring, partage quelques id\u00e9es et possibilit\u00e9s pour c\u00e9l\u00e9brer l&rsquo;acquisition de Teleopti par <a href=\"https:\/\/www.calabrio.com\/\" target=\"_blank\" rel=\"noopener\">Calabrio<\/a>. Comment, ensemble, nous nous sommes donn\u00e9 pour mission d&rsquo;humaniser l&rsquo;exp\u00e9rience des clients et des employ\u00e9s.<\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;importance de la connexion humaine dans le monde des affaires est revenue au premier plan ces derni\u00e8res ann\u00e9es avec la tendance \u00e0 la hausse de l&rsquo;exp\u00e9rience client (CX). Cela a par cons\u00e9quent renforc\u00e9 le r\u00f4le du centre de contact et sa position cruciale dans la cr\u00e9ation de liens entre le client et la marque. Formant la ligne de front entre une organisation et ses clients, le travail des agents du centre de contact peut facilement faire ou d\u00e9faire une relation client. Les centres de contact modernes doivent offrir une exp\u00e9rience client efficace et sans effort sur plusieurs canaux, une t\u00e2che qui est devenue de plus en plus difficile car les clients d&rsquo;aujourd&rsquo;hui exigent un acc\u00e8s plus rapide \u00e0 l&rsquo;aide.   <\/p>\n<p>&nbsp;<\/p>\n<p>Cet \u00e9quilibre entre l&rsquo;attention humaine et l&rsquo;innovation num\u00e9rique doit \u00e9galement \u00eatre pr\u00e9sent lors de la gestion de l&rsquo;exp\u00e9rience des employ\u00e9s. Alors que le libre-service et les chatbots commencent \u00e0 prendre en charge des t\u00e2ches CX plus simples, les agents \u00ab\u00a0humains\u00a0\u00bb g\u00e8rent des interactions avec les clients qui sont de plus en plus complexes et sensibles, mais cette intensit\u00e9 continue introduit \u00e9galement le risque d&rsquo;une augmentation du stress et de l&rsquo;\u00e9puisement des employ\u00e9s. Pour \u00e9viter cela, les entreprises doivent exploiter les possibilit\u00e9s de l&rsquo;automatisation tout en continuant \u00e0 varier la charge de travail des agents, en \u00e9quilibrant continuellement le m\u00e9lange de t\u00e2ches \u00e0 forte et \u00e0 faible intensit\u00e9 programm\u00e9es pour eux. Dans le monde du service \u00e0 la client\u00e8le d&rsquo;aujourd&rsquo;hui, le besoin d&rsquo;une planification flexible et humanis\u00e9e des personnes conserve sa vitalit\u00e9, et atteint m\u00eame de nouveaux sommets. Pour en savoir plus sur la fa\u00e7on dont vous pouvez enfin avoir une vue d&rsquo;ensemble de votre exp\u00e9rience client, lisez notre <a href=\"https:\/\/www.calabrio.com\/wfo\/customer-interaction-analytics\/\" target=\"_blank\" rel=\"noopener\">guide complet sur l&rsquo;analyse des interactions avec les clients.<\/a>    <\/p>\n<p>&nbsp;<\/p>\n<p>Depuis le d\u00e9but, Teleopti a \u00e9t\u00e9 le pionnier du contact humain en tant qu&rsquo;\u00e9l\u00e9ment essentiel de l&rsquo;exp\u00e9rience du client et de l&#8217;employ\u00e9. Nous avons continuellement d\u00e9velopp\u00e9 et fourni des solutions de <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-du-personnel\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"workforce management (opens in a new tab)\">gestion du personnel<\/a> (WFM) qui permettent aux entreprises de rencontrer les clients avec des agents qualifi\u00e9s, dans le bon canal, au bon moment, ainsi que de construire un lieu de travail humanis\u00e9 pour que les agents se sentent soutenus par l&rsquo;organisation et motiv\u00e9s dans leur travail. <\/p>\n<p>&nbsp;<\/p>\n<p>Relever le d\u00e9fi d&rsquo;un CX sans faille n\u00e9cessite deux autres approches essentielles. Tout d&rsquo;abord, les agents doivent pouvoir acc\u00e9der facilement et instantan\u00e9ment aux informations dont ils ont besoin pour aider les clients, quel que soit le canal qu&rsquo;ils utilisent. Deuxi\u00e8mement, l&rsquo;entreprise doit disposer d&rsquo;une connaissance approfondie des activit\u00e9s des agents, afin de pouvoir \u00e9valuer avec pr\u00e9cision l&rsquo;exp\u00e9rience client et d&rsquo;optimiser les interactions avec les agents. C&rsquo;est en associant ces \u00e9l\u00e9ments \u00e0 une gestion de pointe des effectifs que l&rsquo;on trouve le v\u00e9ritable point d&rsquo;ancrage de l&rsquo;exp\u00e9rience client.   <\/p>\n<p>&nbsp;<\/p>\n<p>Calabrio, la soci\u00e9t\u00e9 d&rsquo;intelligence de l&rsquo;exp\u00e9rience client bas\u00e9e \u00e0 Minneapolis, Minnesota, USA, a longtemps \u00e9t\u00e9 un leader perturbateur dans l&rsquo;industrie WFO. Elle s&rsquo;est attach\u00e9e \u00e0 fournir aux agents des centres de contact exactement ce dont ils ont besoin : les outils et les informations n\u00e9cessaires pour \u00e9tablir des liens plus profonds et plus humains avec les clients, tout en aidant l&rsquo;organisation \u00e0 atteindre les objectifs de performance et de conformit\u00e9 des centres de contact. <\/p>\n<p>&nbsp;<\/p>\n<p>L&rsquo;acquisition de Teleopti par Calabrio bouleverse une fois de plus le secteur, en cr\u00e9ant une suite d&rsquo;intelligence de l&rsquo;exp\u00e9rience client globale, \u00e9volutive et bas\u00e9e sur le cloud, en combinant les solutions d&rsquo;exp\u00e9rience client de Calabrio avec la suite de gestion de la main-d&rsquo;\u0153uvre de Teleopti. Calabrio et Calabrio s&rsquo;accordent parfaitement : nous partageons des mentalit\u00e9s ax\u00e9es sur le client, des cultures d&rsquo;entreprise innovantes et amusantes, ainsi qu&rsquo;un engagement \u00e0 humaniser le lieu de travail. <\/p>\n<p>&nbsp;<\/p>\n<p>Pour nos clients, la combinaison de Calabrio et de Teleopti &#8211; et nos 35 ans et plus de leadership sur le march\u00e9 &#8211; signifie un ensemble de fonctionnalit\u00e9s et d&rsquo;outils WFM de premier ordre, ainsi que les opportunit\u00e9s offertes par l&rsquo;int\u00e9gration transparente dans la suite Calabrio ONE WFO, architectur\u00e9e pour un maximum d&rsquo;\u00e9volutivit\u00e9 et de flexibilit\u00e9. L&rsquo;union de Calabrio et de Teleopti signifie \u00e9galement que plus de 600 employ\u00e9s se consacrent \u00e0 aider nos clients \u00e0 offrir des exp\u00e9riences exceptionnelles \u00e0 leurs clients, ainsi qu&rsquo;\u00e0 leurs employ\u00e9s. <\/p>\n<p>&nbsp;<\/p>\n<p>Nous sommes ravis des opportunit\u00e9s que cette acquisition apporte au march\u00e9, \u00e0 nos clients et \u00e0 nos partenaires, et nous nous r\u00e9jouissons de faire partie de l&rsquo;\u00e9quipe Calabrio alors que nous poursuivons notre mission d&rsquo;enrichir les interactions humaines \u00e0 l&rsquo;int\u00e9rieur et \u00e0 l&rsquo;ext\u00e9rieur du centre de contact. Pour plus d&rsquo;informations, <a href=\"https:\/\/www.teleopti.com\/company\/news\/2019\/teleopti-acquired-by-calabrio\" target=\"_blank\" rel=\"noopener\">lisez le communiqu\u00e9 de presse !<\/a> <\/p>\n<p>&nbsp;<\/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":105,"featured_media":20363,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[204,202,203],"tags":[205],"blog-languages":[],"class_list":["post-30081","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe","category-reste-en-tant-que-blog","category-teleopti-importe","tag-teleopti-importe"],"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>Teleopti est rachet\u00e9 par Calabrio : Une mission commune pour humaniser le lieu de travail | Calabrio<\/title>\n<meta name=\"description\" content=\"Teleopti est rachet\u00e9 par Calabrio. 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