{"id":38904,"date":"2025-12-03T12:54:40","date_gmt":"2025-12-03T12:54:40","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/reimaginer-lavenir-du-service-client-integration-calabrio-microsoft-dynamics-365\/"},"modified":"2026-02-19T05:04:44","modified_gmt":"2026-02-19T05:04:44","slug":"reimaginer-lavenir-du-service-client-integration-calabrio-microsoft-dynamics-365","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/reimaginer-lavenir-du-service-client-integration-calabrio-microsoft-dynamics-365\/","title":{"rendered":"R\u00e9imaginer l&rsquo;avenir du service client : Int\u00e9gration Calabrio + Microsoft Dynamics 365"},"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_c99ce9bc1a100c416af354d0266c46ae\"\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\">Microsoft Dynamics 365 <\/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\">R\u00e9imaginer l&rsquo;avenir du service client : Int\u00e9gration Calabrio + Microsoft Dynamics 365<\/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_c99ce9bc1a100c416af354d0266c46ae\"] {\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%2Freimaginer-lavenir-du-service-client-integration-calabrio-microsoft-dynamics-365%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%2Freimaginer-lavenir-du-service-client-integration-calabrio-microsoft-dynamics-365%2F&#038;text=R\u00e9imaginer l&rsquo;avenir du service client : Int\u00e9gration Calabrio + Microsoft Dynamics 365\"\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%2Freimaginer-lavenir-du-service-client-integration-calabrio-microsoft-dynamics-365%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>Le centre de contact n&rsquo;est plus seulement une fonction d&rsquo;assistance, c&rsquo;est le c\u0153ur de l&rsquo;exp\u00e9rience client. Chaque interaction, vocale ou num\u00e9rique, est une occasion de fid\u00e9liser et de diff\u00e9rencier votre marque. Pourtant, de nombreuses organisations restent limit\u00e9es par des syst\u00e8mes cloisonn\u00e9s et des flux de travail d\u00e9connect\u00e9s.<\/p>\n<p>&nbsp;<\/p>\n<p>Chez Calabrio, nous pensons que l&rsquo;avenir appartient aux entreprises qui orchestrent l&rsquo;engagement des clients et l&rsquo;optimisation de la main-d&rsquo;\u0153uvre de mani\u00e8re transparente. C&rsquo;est pourquoi nous introduisons une int\u00e9gration native avec Microsoft Dynamics 365 Customer Service and Contact Center.<\/p>\n<p>&nbsp;<\/p>\n<p>Microsoft est l&rsquo;un des leaders technologiques les plus r\u00e9put\u00e9s au monde. Il est \u00e0 l&rsquo;origine de la transformation num\u00e9rique \u00e0 grande \u00e9chelle. [En 2025, on estime que plus de 72 921 organisations dans le monde utilisent Microsoft Dynamics, ce qui fait de cette int\u00e9gration un changement radical pour les centres de contact du monde entier.<\/p>\n<p>&nbsp;<\/p>\n<p>Gr\u00e2ce \u00e0 la port\u00e9e mondiale de Dynamics, les capacit\u00e9s de Calabrio s&rsquo;int\u00e8grent dans les flux de travail sur lesquels les entreprises s&rsquo;appuient d\u00e9j\u00e0 tous les jours. Il ne s&rsquo;agit pas d&rsquo;une simple int\u00e9gration, mais de la cr\u00e9ation d&rsquo;\u00e9cosyst\u00e8mes connect\u00e9s o\u00f9 les parcours des clients et les exp\u00e9riences des employ\u00e9s s&rsquo;\u00e9panouissent ensemble.<\/p>\n<p>&nbsp;<\/p>\n<h2>La puissance des \u00e9cosyst\u00e8mes connect\u00e9s<\/h2>\n<p>La transformation num\u00e9rique n&rsquo;est plus une question d&rsquo;outils ; il s&rsquo;agit d&rsquo;harmoniser les plateformes, de permettre le partage des donn\u00e9es, d&rsquo;aligner les flux de travail et d&rsquo;obtenir des informations exploitables sur tous les canaux.<\/p>\n<p>En combinant Microsoft Dynamics 365 Customer Service and Contact Center avec Calabrio, les organisations gagnent :<\/p>\n<ul>\n<li><strong>Voix unifi\u00e9e et parcours num\u00e9riques<\/strong><br \/>\nL&rsquo;int\u00e9gration garantit que ces parcours restent intacts pour un meilleur contexte et des exp\u00e9riences coh\u00e9rentes.<\/li>\n<li><strong>Synchronisation intelligente des utilisateurs<\/strong><br \/>\nLa synchronisation des identit\u00e9s, des r\u00f4les et des autorisations des utilisateurs entre Calabrio et Dynamics garantit des donn\u00e9es plus propres, une int\u00e9gration plus facile et moins d&rsquo;obstacles pour les agents et les administrateurs.<\/li>\n<li><strong>Une vue \u00e0 360\u00b0 des clients et des employ\u00e9s<\/strong><br \/>\nLes dirigeants b\u00e9n\u00e9ficient d&rsquo;une visibilit\u00e9 non seulement sur les interactions avec les clients, mais aussi sur les performances op\u00e9rationnelles, ce qui permet de planifier plus intelligemment la main-d&rsquo;\u0153uvre, la formation et les strat\u00e9gies d&rsquo;engagement.<\/li>\n<\/ul>\n<h2>Le march\u00e9 est pr\u00eat pour les plateformes int\u00e9gr\u00e9es<\/h2>\n<p>Plus qu&rsquo;une am\u00e9lioration tactique, il s&rsquo;agit d&rsquo;un alignement strat\u00e9gique sur les \u00e9volutions plus g\u00e9n\u00e9rales du secteur CX.<\/p>\n<p>Les pr\u00e9dictions CX 2025 de Forrester soulignent les enjeux importants : alors que la plupart des marques sont confront\u00e9es \u00e0 des scores d&rsquo;exp\u00e9rience stagnants ou en baisse, \u00ab\u00a0le succ\u00e8s en 2025 favorisera les leaders CX audacieux qui investissent strat\u00e9giquement pour se diff\u00e9rencier et stimuler la croissance[2]\u00a0\u00bb.<\/p>\n<p>&nbsp;<\/p>\n<p>En outre, plus d&rsquo;un quart du travail d&rsquo;externalisation des centres de contact est susceptible d&rsquo;\u00eatre perturb\u00e9 par l&rsquo;automatisation des interactions de routine par l&rsquo;IA g\u00e9n\u00e9rative ; les principales entreprises devraient s&rsquo;orienter vers des suites d&rsquo;entreprise int\u00e9gr\u00e9es, en optant pour des fonctionnalit\u00e9s au sein des plateformes qu&rsquo;elles utilisent d\u00e9j\u00e0 plut\u00f4t que pour des solutions ponctuelles fragment\u00e9es [3].<\/p>\n<p>&nbsp;<\/p>\n<p>Gartner signale \u00e9galement que 2025 marque un moment charni\u00e8re pour la strat\u00e9gie CRM et CX[3] &#8211; les organisations red\u00e9finissent leurs priorit\u00e9s en mati\u00e8re de d\u00e9penses vers des investissements fondamentaux (tels que l&rsquo;infrastructure pr\u00eate pour l&rsquo;IA et la gouvernance des donn\u00e9es) qui soutiennent le d\u00e9ploiement \u00e9volutif et int\u00e9gr\u00e9 de l&rsquo;innovation.<\/p>\n<p>&nbsp;<\/p>\n<h2>L&rsquo;importance de l&rsquo;instant pr\u00e9sent<\/h2>\n<p>Les attentes des clients \u00e9voluent \u00e0 une vitesse vertigineuse. Les technologies telles que l&rsquo;IA, l&rsquo;automatisation et l&rsquo;analyse red\u00e9finissent ce \u00e0 quoi ressemble un \u00ab\u00a0excellent service\u00a0\u00bb, mais une constante pr\u00e9vaut : la <strong>connexion humaine<\/strong>.<\/p>\n<p>Les centres de contact qui m\u00e8neront la danse ne sont pas seulement efficaces, ils sont aussi empathiques, soutenus par une technologie qui amplifie leur capacit\u00e9 \u00e0 se connecter.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>L&rsquo;int\u00e9gration Calabrio + Microsoft Dynamics 365 permet aux centres de contact de :<\/strong><\/p>\n<ul>\n<li><strong>Offrez de l&#8217;empathie \u00e0 grande \u00e9chelle<\/strong>, avec des agents qui ont toujours une vue d&rsquo;ensemble.<\/li>\n<li><strong>Adaptez-vous agressivement \u00e0 la demande<\/strong>, gr\u00e2ce \u00e0 des pr\u00e9visions plus intelligentes et \u00e0 une programmation agile.<\/li>\n<li>Exploitez <strong>les donn\u00e9es<\/strong>, en transformant les informations sur les clients et le personnel en am\u00e9lioration continue.<\/li>\n<\/ul>\n<h2>La nouvelle \u00e8re du service \u00e0 la client\u00e8le<\/h2>\n<p>L&rsquo;int\u00e9gration ne consiste pas \u00e0 \u00eatre le premier, mais \u00e0 avoir raison. L&rsquo;approche de Calabrio apporte une plus grande valeur ajout\u00e9e en combinant l&rsquo;intelligence du personnel et des conversations, l&rsquo;exp\u00e9rience des employ\u00e9s et la connaissance des clients d&rsquo;une mani\u00e8re qui s&rsquo;int\u00e8gre parfaitement dans l&rsquo;\u00e9cosyst\u00e8me de Microsoft. Pour les centres de contact, cela signifie une solution qui n&rsquo;est pas seulement int\u00e9gr\u00e9e, mais aussi con\u00e7ue pour aider les dirigeants \u00e0 g\u00e9rer la complexit\u00e9, \u00e0 responsabiliser les agents et \u00e0 r\u00e9pondre aux attentes croissantes des clients.<\/p>\n<p>Le partenariat avec Microsoft nous permet de faire avancer cette vision. En effet, l&rsquo;avenir du service \u00e0 la client\u00e8le ne r\u00e9side pas dans la multiplication des canaux ou l&rsquo;augmentation des flux de donn\u00e9es, mais dans l&rsquo;\u00e9tablissement de liens plus profonds et plus significatifs entre les clients, les agents et les entreprises qui les servent.<\/p>\n<p>&nbsp;<\/p>\n<h2>Vous souhaitez en savoir plus ?<\/h2>\n<p>L&rsquo;avenir du service \u00e0 la client\u00e8le d\u00e9pend de la connexion des personnes, des processus et des connaissances. C&rsquo;est ce que Calabrio ONE + Microsoft vous offre : un \u00e9cosyst\u00e8me transparent qui donne du pouvoir aux agents, dote les dirigeants d&rsquo;intelligence et cr\u00e9e de meilleures exp\u00e9riences pour les clients.<\/p>\n<p>Prenez contact avec nous d\u00e8s aujourd&rsquo;hui pour en savoir plus ! Pour Calabrio Workforce Management en particulier, vous pouvez \u00e9galement consulter notre <a href=\"https:\/\/marketplace.microsoft.com\/en-us\/product\/saas\/calabrio1718745571504.calabrio-workforce-management?tab=Overview\">liste sur Microsoft Marketplace<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p>[1] <span class=\"s1\"><a href=\"https:\/\/wmsit.com.au\/top-companies-using-microsoft-dynamics-365-2025\/#:~:text=How%20Many%20Companies%20Use%20Dynamics,businesses%20to%20Fortune%20500%20companies\">wmsit.com<\/a><\/span><br \/>\n[2] <a href=\"https:\/\/www.forrester.com\/blogs\/predictions-2025-customer-experience-cx\/?\">Forrester<\/a><br \/>\n[3] <a href=\"https:\/\/www.gartner.com\/en\/conferences\/emea\/symposium-spain\/sessions\/detail\/3993593-Top-Technology-Trends-in-2025-That-Will-Impact-Your-CRM-and-Customer-Experience-Strategy\">Gartner<\/a><\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> <div class=\"container wysiwyg\" data-aos=\"fade-up\">\n<p><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":367,"featured_media":40874,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[768],"tags":[],"blog-languages":[],"class_list":["post-38904","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-microsoft-dynamics-365-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>Int\u00e9gration Calabrio + Microsoft Dynamics 365 pour un CX sans faille<\/title>\n<meta name=\"description\" content=\"Am\u00e9liorez votre CX avec l&#039;int\u00e9gration native de Calabrio pour Microsoft Dynamics 365. 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