{"id":35379,"date":"2025-08-13T13:33:03","date_gmt":"2025-08-13T13:33:03","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/presentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact\/"},"modified":"2026-03-25T14:01:52","modified_gmt":"2026-03-25T14:01:52","slug":"presentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/presentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact\/","title":{"rendered":"Pr\u00e9sentation de Calabrio Agent Assist : La prochaine \u00e9tape de l&rsquo;IA agentique pour les centres de contact"},"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_b6ff1ed5850860152be1bfe21bb4d1dc\"\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\">Gestion du personnel <\/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\">Pr\u00e9sentation de Calabrio Agent Assist : La prochaine \u00e9tape de l&rsquo;IA agentique pour les centres de contact<\/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_b6ff1ed5850860152be1bfe21bb4d1dc\"] {\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%2Fpresentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact%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%2Fpresentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact%2F&#038;text=Pr\u00e9sentation de Calabrio Agent Assist : La prochaine \u00e9tape de l&rsquo;IA agentique pour les centres de contact\"\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%2Fpresentation-de-calabrio-agent-copilot-la-prochaine-etape-de-lia-agentique-pour-les-centres-de-contact%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\t\t<div class=\"flex items-center gap-c\/s pt-c\/m pr-c\/m pb-c\/m pl-c\/l border-thin border-stroke-tertiary\">\n\t\t\t<div class=\"grow\">\n\t\t\t\t\t\t\t\t\t<p class=\"body-medium font-medium\">R\u00e9servez une d\u00e9monstration<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"wysiwyg--small text-text-tertiary-aa\">\n\t\t\t\t\t\t<p>C\u2019est parti<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"\n\t\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s bg-background-secondary rounded-max text-icon-highlight hover:bg-background-ui-action hover:text-white\"\n\t\t\t\t\taria-label=\"R\u00e9servez une d\u00e9monstration\"\n\t\t\t\t>\n\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\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><span data-contrast=\"auto\">Ces derni\u00e8res ann\u00e9es, le secteur des centres de contact a fait des progr\u00e8s consid\u00e9rables dans la mani\u00e8re dont nous soutenons et g\u00e9rons nos employ\u00e9s.<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">en particulier les agents, qui jouent un r\u00f4le crucial en premi\u00e8re ligne.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Une tendance claire se d\u00e9gage : plus les agents sont heureux, plus ils sont responsabilis\u00e9s et motiv\u00e9s. <\/span><span data-contrast=\"auto\">motiv\u00e9s <\/span> <span data-contrast=\"auto\">pour offrir un service \u00e0 la client\u00e8le exceptionnel. Nous avons fait de r\u00e9els progr\u00e8s<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">en adoptant des mod\u00e8les de travail hybrides, en rationalisant les processus et en introduisant des outils plus intelligents qui donnent aux agents un plus grand contr\u00f4le sur leur exp\u00e9rience quotidienne.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Mais c&rsquo;est peut-\u00eatre en permettant une v\u00e9ritable autonomie que le changement le plus important s&rsquo;est op\u00e9r\u00e9<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">avec <\/span><span data-contrast=\"auto\">l&rsquo;auto-planification et les demandes de cong\u00e9s<\/span><span data-contrast=\"auto\">,<\/span><span data-contrast=\"auto\">  un retour d&rsquo;information et un accompagnement en temps r\u00e9el. La r\u00e9duction des frictions dans les processus quotidiens diminue le stress, minimise l&rsquo;\u00e9puisement professionnel et aide les agents \u00e0 se concentrer sur ce qui compte vraiment : communiquer avec les clients et les satisfaire.<\/span><br \/>\n<span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>La preuve par la performance<\/h2>\n<p><span data-contrast=\"auto\">Les organisations qui adoptent des solutions de gestion du personnel plus intelligentes et automatis\u00e9es obtiennent <a href=\"https:\/\/metrigy.com\/metrigy-releases-workforce-engagement-management-2025-26-research-study\/\">des r\u00e9sultats mesurables<\/a>:<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">+Augmentation de 16,8 % de l&rsquo;efficacit\u00e9 des agents<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">+Am\u00e9lioration de 18,4 % de la satisfaction des agents<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">-R\u00e9duction de 4,7 % du chiffre d&rsquo;affaires<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ce dernier chiffre est particuli\u00e8rement puissant. Les centres de contact sont confront\u00e9s \u00e0 certaines des  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/wfo\/contact-center-reporting\/how-to-beat-agent-attrition\/\"><span data-contrast=\"none\">les taux d&rsquo;attrition les plus \u00e9lev\u00e9s<\/span><\/a><span data-contrast=\"auto\">  dans n&rsquo;importe quel secteur, et le remplacement d&rsquo;un agent peut co\u00fbter 30 \u00e0 50 % de son salaire annuel. M\u00eame une baisse de 5 % du taux de d\u00e9sabonnement se traduit par des \u00e9quipes plus heureuses, des co\u00fbts moins \u00e9lev\u00e9s et une main-d&rsquo;\u0153uvre plus exp\u00e9riment\u00e9e.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>L&rsquo;effet d&rsquo;entra\u00eenement des agents habilit\u00e9s<\/h2>\n<p><span data-contrast=\"auto\">Lorsque les agents ma\u00eetrisent leur journ\u00e9e, les avantages s&rsquo;\u00e9tendent \u00e0 l&rsquo;ensemble de l&rsquo;entreprise :<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">R\u00e9solution plus rapide des probl\u00e8mes des clients, am\u00e9lioration de la satisfaction et du NPS<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">Une plus grande empathie dans les conversations, pour un service plus humain et plus efficace<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">Des \u00e9quipes plus stables, r\u00e9duisant le temps de formation et les erreurs<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">C&rsquo;est la force des technologies centr\u00e9es sur l&rsquo;humain, des syst\u00e8mes qui ne se contentent pas de g\u00e9rer les personnes, mais qui les soutiennent activement.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Mais de nombreux outils n&rsquo;ont pas suivi<\/h2>\n<p><span data-contrast=\"auto\">Malgr\u00e9 les progr\u00e8s r\u00e9alis\u00e9s, de nombreux centres de contact sont encore li\u00e9s \u00e0 des syst\u00e8mes h\u00e9rit\u00e9s, bas\u00e9s sur des r\u00e8gles et con\u00e7us pour un environnement de travail plus lent et moins dynamique.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Les agents ont besoin de plus que d&rsquo;horaires statiques ou de files d&rsquo;attente pour les billets<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">ils ont besoin d&rsquo;une clart\u00e9 imm\u00e9diate. Ils ont besoin d&rsquo;outils qui comprennent leur contexte, parlent leur langage et r\u00e9agissent dans l&rsquo;instant.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Pr\u00e9sentation de Calabrio Agent Assist<\/h2>\n<p><span data-contrast=\"auto\"><a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-workforce-intelligence-wfi-projet-de-page-datterrissage\/fonction-calabrio-agent-assist\/\">Calabrio Agent Assist<\/a> est notre assistant de travail de nouvelle g\u00e9n\u00e9ration, bas\u00e9 sur l&rsquo;IA Agentic. Il est conversationnel, intelligent et con\u00e7u pour l&rsquo;autonomie des agents.<\/span><span data-ccp-props=\"{}\"> <span class=\"TrackedChange SCXW206773954 BCX0\"><span class=\"TextRun SCXW206773954 BCX0\" lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW206773954 BCX0\">Qu&rsquo;il s&rsquo;agisse de v\u00e9rifier les \u00e9quipes, de demander des cong\u00e9s ou de se porter volontaire pour des heures suppl\u00e9mentaires, Agent Assist offre aux agents un libre-service transparent pour leurs besoins quotidiens en mati\u00e8re de planification.<\/span><\/span><\/span><span class=\"TrackedChange SCXW206773954 BCX0\"><span class=\"TextRun SCXW206773954 BCX0\" lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW206773954 BCX0\">,<\/span><\/span><\/span><span class=\"TrackedChange SCXW206773954 BCX0\"><span class=\"TextRun SCXW206773954 BCX0\" lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW206773954 BCX0\"> le tout en temps r\u00e9el et dans le respect des r\u00e8gles.<\/span><\/span><\/span><\/span><\/p>\n<p><span data-contrast=\"auto\">Avec Agent Assist, les agents peuvent simplement demander :<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><em>\u00ab\u00a0Puis-je partir plus t\u00f4t demain ?\u00a0\u00bb  <\/em><\/p>\n<p><em>\u00ab\u00a0Puis-je r\u00e9server des vacances pour la semaine prochaine ?\u00a0\u00bb  <\/em><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">&#8230;et recevoir instantan\u00e9ment une r\u00e9ponse conforme et contextuelle en fonction de leur emploi du temps, de la couverture en personnel et de la politique de l&rsquo;entreprise.<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">pas de tickets, pas de retards, pas de conjectures. <\/span> <span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><b><span data-contrast=\"auto\">Agent Assist :<\/span><\/b><span data-ccp-props=\"{}\"> <\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Utilise le langage naturel pour des interactions intuitives, semblables \u00e0 celles de l&rsquo;homme.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">S&rsquo;adapte en temps r\u00e9el aux besoins en personnel et aux autorisations individuelles<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">Permet de mettre en place des garde-fous qui garantissent le respect de la politique.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">est ax\u00e9 sur la mobilit\u00e9 et r\u00e9pond aux besoins des agents o\u00f9 qu&rsquo;ils se trouvent<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<li><span data-contrast=\"auto\">Prise en charge de plus de 50 langues, ce qui permet aux agents d&rsquo;interagir facilement dans la langue avec laquelle ils sont le plus \u00e0 l&rsquo;aise.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Il ne s&rsquo;agit pas d&rsquo;ajouter des fonctionnalit\u00e9s, mais de faciliter les bonnes choses.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Pourquoi c&rsquo;est important aujourd&rsquo;hui<\/h2>\n<p><span data-contrast=\"auto\">Les centres de contact sont confront\u00e9s \u00e0 une complexit\u00e9 croissante, qu&rsquo;il s&rsquo;agisse des ajustements de personnel en temps r\u00e9el ou des accords de niveau de service en constante \u00e9volution. Nous n&rsquo;optimisons plus uniquement l&rsquo;efficacit\u00e9 ; nous optimisons la r\u00e9silience, la flexibilit\u00e9 et l&rsquo;exp\u00e9rience.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Lorsque l&rsquo;autonomie pilot\u00e9e par l&rsquo;IA rencontre la conformit\u00e9, vous cr\u00e9ez un environnement dans lequel les agents restent plus longtemps, les clients sont plus satisfaits et les entreprises gardent une longueur d&rsquo;avance.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<h2>Le nouvel ami de vos agents<\/h2>\n<p><span data-contrast=\"auto\">Le plus beau ? L&rsquo;assistance aux agents est incluse  <\/span><span data-contrast=\"auto\">pour tous les clients Calabrio WFM<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">pas de frais cach\u00e9s, pas d&rsquo;ajouts, juste l&rsquo;autonomie instantan\u00e9e de l&rsquo;agent.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Si vous y avez d\u00e9j\u00e0 acc\u00e8s, il vous suffit de vous rendre dans la section Notifications et de l&rsquo;activer en un seul clic. Vous ne l&rsquo;avez pas encore vu ? Votre d\u00e9ploiement est en cours<\/span><span data-contrast=\"auto\">&#8211;<\/span><span data-contrast=\"auto\">contactez votre gestionnaire de compte Calabrio ou votre gestionnaire de la r\u00e9ussite des clients pour conna\u00eetre votre calendrier.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Vous n&rsquo;\u00eates pas client de Calabrio ? C&rsquo;est le moment id\u00e9al pour voir ce qu&rsquo;il est possible de faire.  <\/span><a href=\"https:\/\/www.calabrio.com\/fr\/reservez-une-demonstration\/\"><span data-contrast=\"none\">R\u00e9servez une d\u00e9monstration personnalis\u00e9e<\/span><\/a><span data-contrast=\"auto\"> pour d\u00e9couvrir comment Agent Assist peut responsabiliser vos agents, stimuler les performances et transformer l&rsquo;exp\u00e9rience de votre centre de contact pour faire de vos clients des super fans.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-ccp-props=\"{}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">L&rsquo;avenir du soutien \u00e0 la main-d&rsquo;\u0153uvre est l\u00e0, et il commence par une simple conversation.<\/span><span data-ccp-props=\"{}\"> <\/span><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> \n<style>\n\t[data-theme-block-id=\"block_7ca7c2f6c53ca7c64977057ff2f61dbc\"] {\n\t\t.featured-resources__wrapper {\n\t\t\tbackground-color: #FFFFFF;\n\t\t}\n\n\t\t.featured-resources__header {\n\t\t\tborder-color: #0C1C47;\n\t\t}\n\n\t\t.featured-resources__headline {\n\t\t\tcolor: #080F21;\n\t\t}\n\n\t\t.featured-resources__description {\n\t\t\tcolor: #344679;\n\t\t}\n\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t.featured-resources__wrapper {\n\t\t\t\tbackground-color: #FFFFFF;\n\t\t\t}\n\n\t\t\t.featured-resources__header {\n\t\t\t\tborder-color: #0C1C47;\n\t\t\t}\n\n\t\t\t.featured-resources__headline {\n\t\t\t\tcolor: #080F21;\n\t\t\t}\n\n\t\t\t.featured-resources__description {\n\t\t\t\tcolor: #344679;\n\t\t\t}\n\t\t}\n\t}\n<\/style>\n\n\t<section\n\t\tid=\"\"\n\t\tdata-aos=\"fade-up\"\n\t\tclass=\"overflow-hidden\"\n\t\tdata-theme-block-id=\"block_7ca7c2f6c53ca7c64977057ff2f61dbc\"\n\t>\n\t\t<div\n\t\t\tclass=\"container featured-resources__wrapper flex flex-col py-l\/xxl overflow-hidden \">\n\t\t\t<div\n\t\t\t\tclass=\"featured-resources__header flex gap-c\/xl py-c\/l border-t-thick\"\n\t\t\t\tdata-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t<div class=\"flex flex-col flex-1 basis-0 gap-c\/m \">\n\t\t\t\t\t\t\t\t\t\t<h2 class=\"featured-resources__headline heading-small\">\n\t\t\t\t\t\tRessources connexes\t\t\t\t<\/h2>\n\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t<div\n\t\t\tclass=\"z-0 block w-[calc(100vw)] -ml-page-margin custom-arrow-wrapper\t\t\t lg:w-full lg:-ml-0\">\n\t\t\t\n\t<section\n\tclass=\"swiper  !my-c\/l !m-0 swiper--navigation-rounded swiper--margin-left swiper--lg-hide-navigation\"\n\tdata-module=\"carousel-grid\"\n\tdata-swiper-options='{\"navigation\":{\"nextEl\":\".swiper-button-next\",\"prevEl\":\".swiper-button-prev\"},\"navCenteredImage\":true,\"slidesPerView\":1.247,\"spaceBetween\":16,\"slidesOffsetAfter\":16,\"breakpoints\":{\"744\":{\"slidesPerView\":2.12},\"1024\":{\"enabled\":false}}}'\n\tdata-aos=\"\"\n\tdata-aos-duration=\"\"\n\t>\n\t<div class=\"swiper-wrapper lg:!grid lg:grid-cols-3 gap-y-c\/l lg:gap-c\/l\">\n\t\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1.webp 2048w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-300x200.webp 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1024x683.webp 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-768x512.webp 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-1536x1024.webp 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/03\/AdobeStock_515329182-04-02-2026-19_00_13_795-2048x1365-1-1-600x400.webp 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tAnalytique\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/15-outils-essentiels-pour-les-centres-dappels-en-2025\/\" aria-label=\"15 outils essentiels pour les centres d&rsquo;appels en 2025\">\n\t\t\t\t\t15 outils essentiels pour les centres d&rsquo;appels en 2025\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Mar. 10, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/15-outils-essentiels-pour-les-centres-dappels-en-2025\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765.png 1360w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-300x217.png 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-1024x741.png 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/01\/Group-1707478765-768x556.png 768w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\" aria-label=\"\u00c9tat du centre de contact 2025\">\n\t\t\t\t\t\u00c9tat du centre de contact 2025\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Mar. 25, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/etat-du-centre-de-contact-2025\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\n<div\n\tclass=\"group card-resource-card flex flex-col rounded-small shadow-md overflow-hidden  swiper-slide !flex !h-auto \">\n\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\n\t<div class=\"relative\"><div class=\"js-wrap image lint-ignore\n\taspect-[7\/6] md:aspect-[176\/171] lg:aspect-[378.666\/342] image--cover\t\" data-module=\"image\" >\n\t<img decoding=\"async\" class=\"image__img \" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-normal=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg\" data-retina=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg\" data-srcset=\"https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI.jpg 1560w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-300x200.jpg 300w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1024x683.jpg 1024w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-768x512.jpg 768w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-1536x1024.jpg 1536w, https:\/\/www.calabrio.com\/wp-content\/uploads\/2025\/04\/Generative-AI-600x400.jpg 600w\" alt=\"\" ><\/div>\n<\/div>\n\t\n\t<div class=\"flex flex-col grow overflow-hidden\" style=\"background-color: #ffffff\">\n\t\t\t\t\t<!-- <a class=\"card-resource__nav\" href=\"\"><\/a> -->\n\t\t\n\t\t<div class=\"card-resource__body flex flex-col grow p-c\/l gap-c\/l \">\n\t\t\t\n\t<div class=\"flex flex-row flex-wrap gap-c\/s\">\n\t\t\t<span class=\"tag body-small text-text-secondary-aa bg-background-secondary py-c\/xs px-c\/m w-max rounded-[4px]\">\n\t\t\tCentre de contact IA\t\t<\/span>\n\t\t<\/div>\n\n\t\t\t\t\t\t<div class=\"card-resource__content grow flex flex-col gap-c\/s \" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t\t\t\t<h2 style=\"\"\n\t\t\t\tclass=\"group-hover:text-text-highlight-aaa card-resource__title leading-[1.21] subhead-medium\n\t\t\t\toverflow-ellipsis line-clamp-3\t\t\t\t\">\n\t\t\t\t<a href=\"https:\/\/www.calabrio.com\/fr\/blog\/lia-generative-dans-les-centres-de-contact-la-technologie-et-les-cas-dutilisation-a-lorigine-dune-revolution-dans-le-service-a-la-clientele\/\" aria-label=\"L&rsquo;IA g\u00e9n\u00e9rative dans les centres de contact : La technologie et les cas d&rsquo;utilisation \u00e0 l&rsquo;origine d&rsquo;une r\u00e9volution dans le service \u00e0 la client\u00e8le\">\n\t\t\t\t\tL&rsquo;IA g\u00e9n\u00e9rative dans les centres de contact : La technologie et les cas d&rsquo;utilisation \u00e0 l&rsquo;origine d&rsquo;une r\u00e9volution dans le service \u00e0 la client\u00e8le\t\t\t\t<\/a>\n\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t\t\t\t<div style=\"color: #344679\"\n\t\t\t\t\t\tclass=\"card-resource__caption wysiwyg overflow-ellipsis line-clamp-6 pb-[22px]\"\n\t\t\t\t\t\tdata-aos=\"fade-up\" data-aos-once=\"true\">Avr. 1, 2025<\/div>\n\t\t\t\t\t<\/div>\n\t\n\t\t\t\t\t<div class=\"card-resource__footer\" data-aos=\"fade-up\" data-aos-once=\"true\">\n\t\t\t\t\t<a\t\tclass=\"card-resource__link btn-text-link hover:lg:gap-[32px]\"\n\t\t href=\"https:\/\/www.calabrio.com\/fr\/blog\/lia-generative-dans-les-centres-de-contact-la-technologie-et-les-cas-dutilisation-a-lorigine-dune-revolution-dans-le-service-a-la-clientele\/\" title=\"Lire la suite\" aria-label=\"Lire la suite\" target=\"_self\" \t>\n\t\t\t\t<span class=\"button__icon button__icon--right lint-ignore text-text-action\"  aria-hidden=\"true\">\n\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 25 24\"><path stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" d=\"M4.5 12h16m0 0-6-6m6 6-6 6\"\/><\/svg>\n\t<\/span>\n\t\t\t<span class=\"button__text\">Lire la suite<\/span>\n\t<\/a>\n\t\t\t<\/div>\n\t\t\t<\/div>\n<\/div>\n<\/div>\n\t<\/div>\n\t\n\t\t\t\t\t<button\n\t\t\t\tclass=\"swiper-button-prev\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Passer \u00e0 la diapositive 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