{"id":31597,"date":"2021-02-25T08:30:54","date_gmt":"2021-02-25T08:30:54","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-4-linformatique-dematerialisee-offre-aux-clients-lexperience-de-service-quils-souhaitent-nimporte-ou-nimporte-quand\/"},"modified":"2026-03-09T06:40:19","modified_gmt":"2026-03-09T06:40:19","slug":"cx-empowerment-part-4-linformatique-dematerialisee-offre-aux-clients-lexperience-de-service-quils-souhaitent-nimporte-ou-nimporte-quand","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-4-linformatique-dematerialisee-offre-aux-clients-lexperience-de-service-quils-souhaitent-nimporte-ou-nimporte-quand\/","title":{"rendered":"CX Empowerment, Part 4 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e offre aux clients l&rsquo;exp\u00e9rience de service qu&rsquo;ils souhaitent &#8211; n&rsquo;importe o\u00f9, n&rsquo;importe quand"},"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_3c6eeb4536c16305ecb7c118b258d758\"\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\">CX Empowerment, Part 4 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e offre aux clients l&rsquo;exp\u00e9rience de service qu&rsquo;ils souhaitent &#8211; n&rsquo;importe o\u00f9, n&rsquo;importe quand<\/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_3c6eeb4536c16305ecb7c118b258d758\"] {\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\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%2Fcx-empowerment-part-4-linformatique-dematerialisee-offre-aux-clients-lexperience-de-service-quils-souhaitent-nimporte-ou-nimporte-quand%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%2Fcx-empowerment-part-4-linformatique-dematerialisee-offre-aux-clients-lexperience-de-service-quils-souhaitent-nimporte-ou-nimporte-quand%2F&#038;text=CX Empowerment, Part 4 : L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e offre aux clients l&rsquo;exp\u00e9rience de service qu&rsquo;ils souhaitent &#8211; n&rsquo;importe o\u00f9, n&rsquo;importe quand\"\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%2Fcx-empowerment-part-4-linformatique-dematerialisee-offre-aux-clients-lexperience-de-service-quils-souhaitent-nimporte-ou-nimporte-quand%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>Dans les trois premiers blogs de notre s\u00e9rie en quatre parties \u00ab\u00a0CX Empowerment\u00a0\u00bb, j&rsquo;ai expliqu\u00e9 :<\/p>\n<ul>\n<li>pourquoi, chez Calabrio, nous pensons maintenant que <a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/workforce-engagement-management\/cx-empowerment-cloud-does-it-better\/\">la gestion des ressources humaines (WFM) dans le nuage et aliment\u00e9e par le nuage sont les seuls choix possibles<\/a> pour toutes les organisations de service \u00e0 la client\u00e8le ;<\/li>\n<li>comment seul le cloud <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-2-linformatique-dematerialisee-permet-aux-managers-de-diriger-dune-maniere-meilleure-et-nouvelle\/\">permet aux responsables de l&rsquo;exp\u00e9rience client (CX) de diriger d&rsquo;une mani\u00e8re meilleure et nouvelle<\/a>; et<\/li>\n<li>comment seul le cloud <a href=\"https:\/\/www.calabrio.com\/fr\/blog\/cx-empowerment-part-3-linformatique-dematerialisee-permet-aux-agents-doffrir-une-meilleure-experience-client-depuis-nimporte-ou\/\">permet aux agents d&rsquo;offrir une meilleure exp\u00e9rience client,<\/a>o\u00f9 qu&rsquo;ils se trouvent.<\/li>\n<\/ul>\n<p>Mais tout cela n&rsquo;a pas d&rsquo;importance si vous n&rsquo;enchantez pas vos clients.<\/p>\n<p>&nbsp;<\/p>\n<p>Heureusement, vous l&rsquo;aurez devin\u00e9, le cloud peut \u00e9galement vous aider \u00e0 cet \u00e9gard. Outre les avantages en aval que le CX tire du cloud (comme nous l&rsquo;avons \u00e9voqu\u00e9 dans nos trois premiers blogs &#8211; par exemple, l&rsquo;am\u00e9lioration de l&rsquo;engagement des agents, une plus grande disponibilit\u00e9 des agents et des corrections op\u00e9rationnelles en temps r\u00e9el), l&rsquo;une des choses les plus importantes que le cloud fait pour le CX est de donner aux responsables des centres de contact une v\u00e9ritable vue \u00e0 360 degr\u00e9s des clients.<\/p>\n<p>&nbsp;<\/p>\n<p>Voici comment.<\/p>\n<p>&nbsp;<\/p>\n<h3>L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e fait dispara\u00eetre les silos de donn\u00e9es<\/h3>\n<p>Les clients d\u00e9testent que l&rsquo;entreprise avec laquelle ils font affaire ne les connaisse pas. Mais c&rsquo;est exactement l&rsquo;impression que donnent les donn\u00e9es d\u00e9connect\u00e9es stock\u00e9es dans des syst\u00e8mes distincts, anciens et sur site.<\/p>\n<p>Avec le cloud, vous pouvez rapidement et facilement obtenir une vue \u00e0 360 degr\u00e9s de votre client, ce qui permet aux agents d&rsquo;offrir une exp\u00e9rience client consid\u00e9rablement am\u00e9lior\u00e9e. Vous pouvez unifier toutes les donn\u00e9es d&rsquo;interaction avec les clients \u00e0 l&rsquo;int\u00e9rieur et \u00e0 l&rsquo;ext\u00e9rieur de votre centre de contact, y compris les flux de donn\u00e9es critiques provenant des syst\u00e8mes de gestion de la relation client (CRM), de distribution automatique des appels (ACD), d&rsquo;optimisation de la main-d&rsquo;\u0153uvre (WFO), de gestion des ressources humaines et de planification des ressources de l&rsquo;entreprise (ERP), par exemple, dans des visualisations et des tableaux de bord intelligents, de sorte que toutes les informations et tous les enregistrements dont un agent a besoin au sujet d&rsquo;un client sont \u00e0 sa disposition.<\/p>\n<p>&nbsp;<\/p>\n<p>Les agents n&rsquo;ont plus \u00e0 aller et venir entre les \u00e9crans et les applications pour rassembler les donn\u00e9es n\u00e9cessaires, ni \u00e0 risquer d&rsquo;irriter les clients en leur demandant de r\u00e9p\u00e9ter des informations de base ou des d\u00e9tails sur un probl\u00e8me. Les agents sont plus productifs, leurs appels sont donc plus courts et le taux de r\u00e9solution au premier appel est plus \u00e9lev\u00e9. Et surtout, les clients sont plus heureux.<\/p>\n<p>&nbsp;<\/p>\n<h3>L&rsquo;informatique d\u00e9mat\u00e9rialis\u00e9e permet d&rsquo;am\u00e9liorer et d&rsquo;enrichir l&rsquo;analyse des centres de contact<\/h3>\n<p>Les secrets pour attirer, fid\u00e9liser et d\u00e9velopper votre client\u00e8le sont cach\u00e9s dans les millions ou milliards d&rsquo;appels, d&rsquo;e-mails, de textes, de tweets et de chats de votre centre de contact. Mais les outils d&rsquo;analyse des centres de contact existants sur site gardent ces secrets hors de port\u00e9e, car ils peinent \u00e0 relier les donn\u00e9es critiques stock\u00e9es dans diff\u00e9rents syst\u00e8mes et g\u00e9n\u00e9r\u00e9es par diff\u00e9rents canaux de communication.<\/p>\n<p>Cependant, les analyses bas\u00e9es sur le cloud &#8211; et les informations plus riches et transformationnelles qui en r\u00e9sultent &#8211; vous permettent d&rsquo;optimiser le parcours du centre de contact afin d&rsquo;offrir un CX de qualit\u00e9 sup\u00e9rieure. Vous pouvez, par exemple, identifier et r\u00e9soudre plus facilement les probl\u00e8mes courants rencontr\u00e9s par les clients, ou trouver des moyens d&rsquo;aider les agents \u00e0 r\u00e9pondre plus rapidement \u00e0 chaque appel.<\/p>\n<p>&nbsp;<\/p>\n<p>En bref, vous pouvez offrir \u00e0 vos clients la CX qu&rsquo;ils souhaitent, partout et \u00e0 tout moment, et construire une marque qu&rsquo;ils aiment.<\/p>\n<p>&nbsp;<\/p>\n<p>Le nouveau Calabrio ONE est aliment\u00e9 par le nuage, avec un logiciel de gestion de la main-d&rsquo;\u0153uvre de nouvelle g\u00e9n\u00e9ration en son centre. <a href=\"mailto:https:\/\/www.calabrio.com\/the-new-calabrio-one\/\">Pour en savoir plus.<\/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":203,"featured_media":40206,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"om_disable_all_campaigns":false,"footnotes":""},"categories":[36],"tags":[],"blog-languages":[],"class_list":["post-31597","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 v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>CX Empowerment, Part 4 : L&#039;informatique d\u00e9mat\u00e9rialis\u00e9e offre aux clients l&#039;exp\u00e9rience de service qu&#039;ils souhaitent - n&#039;importe o\u00f9, n&#039;importe quand | Calabrio<\/title>\n<meta name=\"description\" content=\"L&#039;informatique d\u00e9mat\u00e9rialis\u00e9e peut donner aux responsables des centres de contact une v\u00e9ritable vue \u00e0 360 degr\u00e9s des clients. 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