{"id":11759,"date":"2023-03-27T07:52:03","date_gmt":"2023-03-27T07:52:03","guid":{"rendered":"https:\/\/www.calabrio.com\/press\/zoom-contact-center-senrichit-de-la-solution-true-cloud-de-calabrio-pour-la-gestion-de-la-main-doeuvre-en-entreprise\/"},"modified":"2025-05-08T08:42:32","modified_gmt":"2025-05-08T08:42:32","slug":"zoom-contact-center-senrichit-de-la-solution-true-cloud-de-calabrio-pour-la-gestion-de-la-main-doeuvre-en-entreprise","status":"publish","type":"press","link":"https:\/\/www.calabrio.com\/fr\/press\/zoom-contact-center-senrichit-de-la-solution-true-cloud-de-calabrio-pour-la-gestion-de-la-main-doeuvre-en-entreprise\/","title":{"rendered":"Zoom Contact Center s&rsquo;enrichit de la solution True-Cloud de Calabrio pour la gestion de la main-d&rsquo;\u0153uvre en entreprise"},"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_2e4574831e815176c563c175f7e09e7f\"\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=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Zoom Contact Center s&rsquo;enrichit de la solution True-Cloud de Calabrio pour la gestion de la main-d&rsquo;\u0153uvre en entreprise<\/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_2e4574831e815176c563c175f7e09e7f\"] {\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%2Fpress%2Fzoom-contact-center-senrichit-de-la-solution-true-cloud-de-calabrio-pour-la-gestion-de-la-main-doeuvre-en-entreprise%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%2Fpress%2Fzoom-contact-center-senrichit-de-la-solution-true-cloud-de-calabrio-pour-la-gestion-de-la-main-doeuvre-en-entreprise%2F&#038;text=Zoom Contact Center s&rsquo;enrichit de la solution True-Cloud de Calabrio pour la gestion de la main-d&rsquo;\u0153uvre en entreprise\"\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%2Fpress%2Fzoom-contact-center-senrichit-de-la-solution-true-cloud-de-calabrio-pour-la-gestion-de-la-main-doeuvre-en-entreprise%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\"><div class=\"wpb-content-wrapper\">\n<p style=\"text-align: left\"><em>Les leaders des centres de contact en nuage collaborent pour responsabiliser les agents et am\u00e9liorer l&rsquo;exp\u00e9rience client<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Minneapolis, MN &#8211; 27 mars 2023 &#8211;<\/strong> Calabrio, l&rsquo;entreprise sp\u00e9cialis\u00e9e dans la performance des effectifs, a annonc\u00e9 aujourd&rsquo;hui sa nouvelle int\u00e9gration de la gestion des effectifs (WFM) avec la plateforme de centre de contact omnicanal de Zoom. L&rsquo;int\u00e9gration cloud-to-cloud permet aux clients de <a href=\"https:\/\/explore.zoom.us\/en\/products\/contactcenter\/\">Zoom Contact Center d&rsquo;<\/a> acc\u00e9der \u00e0 la seule solution WFM d&rsquo;entreprise v\u00e9ritablement cloud sur le march\u00e9.<\/p>\n<p>&nbsp;<\/p>\n<p>Dans un contexte \u00e9conomique incertain, les centres de contact sont de plus en plus soucieux de leur budget. On attend des dirigeants qu&rsquo;ils fassent plus avec moins, alors qu&rsquo;ils luttent en permanence pour retenir les membres les plus performants de leur \u00e9quipe. Parall\u00e8lement \u00e0 l&rsquo;\u00e9volution de la technologie, les attentes des consommateurs continuent de monter en fl\u00e8che. Selon un <a href=\"https:\/\/www.calabrio.com\/fr\/2022-etat-du-centre-de-contact\/\">rapport de Calabrio<\/a>, 97 % des consommateurs affirment que les interactions avec les centres de contact ont un impact direct sur la fid\u00e9lit\u00e9 \u00e0 la marque, et 3 consommateurs sur 5 ont chang\u00e9 de marque \u00e0 la suite d&rsquo;une exp\u00e9rience n\u00e9gative. Les consommateurs exigent un acc\u00e8s \u00e0 de multiples canaux, des interactions personnalis\u00e9es, des exp\u00e9riences plus empathiques et des r\u00e9solutions encore plus rapides.<\/p>\n<p>&nbsp;<\/p>\n<p>\u00ab\u00a0Zoom a connu une croissance extraordinaire ces derni\u00e8res ann\u00e9es, car la capacit\u00e9 de la technologie \u00e0 favoriser la connexion humaine a \u00e9t\u00e9 plus importante que jamais. Maintenant, avec Zoom Contact Center, nous permettons aux marques de se connecter de mani\u00e8re significative avec leurs clients\u00a0\u00bb, a d\u00e9clar\u00e9 <a href=\"https:\/\/www.linkedin.com\/in\/stopcollaborateandlisten\/\">Scott Brown<\/a>, responsable des ventes de Zoom Contact Center. \u00ab\u00a0Pour favoriser ces connexions, il faut int\u00e9grer des solutions avanc\u00e9es de gestion de l&rsquo;engagement du personnel (WEM) afin d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience et la performance des agents qui interagissent avec les clients. La nature centr\u00e9e sur l&rsquo;agent de Calabrio Workforce Management, ainsi que sa facilit\u00e9 d&rsquo;utilisation et sa flexibilit\u00e9, s&rsquo;accordent parfaitement avec le mantra de Zoom.\u00a0\u00bb<\/p>\n<p>&nbsp;<\/p>\n<p>La solution WFM de Calabrio, de classe entreprise, permet d&rsquo;offrir l&rsquo;acc\u00e8s souhait\u00e9 par les clients et de lib\u00e9rer le potentiel du plus grand atout des centres de contact : l&rsquo;agent. Les clients de Zoom Contact Center peuvent profiter des fonctionnalit\u00e9s d&rsquo;une solution WFM hautement \u00e9volutive qui r\u00e9pond aux besoins complexes des centres de contact de tous les secteurs d&rsquo;activit\u00e9, dans le monde entier. Les pr\u00e9visions aliment\u00e9es par l&rsquo;IA et la planification automatis\u00e9e et polyvalente permettent de mettre en relation les bons agents avec les clients au bon moment. L&rsquo;auto-planification intuitive disponible via l&rsquo;application mobile et la technologie d&rsquo;assistance virtuelle offrent aux agents une plus grande libert\u00e9 et une plus grande flexibilit\u00e9. En d\u00e9veloppant \u00e0 l&rsquo;avance l&rsquo;efficacit\u00e9 des canaux num\u00e9riques, les centres de contact peuvent optimiser les performances des agents et \u00e9lever leurs op\u00e9rations \u00e0 un niveau sup\u00e9rieur.<\/p>\n<p>&nbsp;<\/p>\n<p>\u00ab\u00a0Calabrio et Zoom sont des alli\u00e9s de confiance pour offrir un support client in\u00e9gal\u00e9. Alors que de plus en plus d&rsquo;entreprises \u00e9voluent vers le cloud \u00e0 partir de solutions sur site, nous avons r\u00e9pondu \u00e0 la demande des clients de Zoom Contact Center pour une solution de gestion de la main-d&rsquo;\u0153uvre int\u00e9gr\u00e9e et v\u00e9ritablement cloud qui r\u00e9ponde aux besoins des clients, des agents et de l&rsquo;ensemble des op\u00e9rations de service \u00e0 la client\u00e8le \u00ab\u00a0, a d\u00e9clar\u00e9 <a href=\"https:\/\/www.linkedin.com\/in\/vickiemcgovern\">Vickie McGovern<\/a>, vice-pr\u00e9sidente des partenariats strat\u00e9giques chez Calabrio. \u00ab\u00a0En tant qu&rsquo;organisation centr\u00e9e sur le client, nous nous sommes montr\u00e9s \u00e0 la hauteur de la situation. Cette int\u00e9gration WFM n&rsquo;est que le d\u00e9but de la capacit\u00e9 de Calabrio et de Zoom \u00e0 fournir \u00e0 leurs clients communs les outils et les connaissances n\u00e9cessaires pour d\u00e9velopper le plein potentiel de leurs agents et offrir l&rsquo;exp\u00e9rience souhait\u00e9e par les clients d&rsquo;aujourd&rsquo;hui.\u00a0\u00bb<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.calabrio.com\/zoom-contact-center\/\">Lisez ici <\/a>comment vous pouvez renforcer votre centre de contact avec Calabrio Workforce Management et Zoom Contact Center.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>A propos de Calabrio<br \/>\n<\/strong>Calabrio est un alli\u00e9 de confiance pour les grandes marques. Fondation num\u00e9rique d&rsquo;un centre de contact centr\u00e9 sur le client, la suite Calabrio ONE workforce performance permet d&rsquo;enrichir et de comprendre les interactions humaines, faisant de votre centre de contact un gardien de la marque. Nous maximisons la performance des agents, d\u00e9passons les attentes des clients et stimulons l&rsquo;efficacit\u00e9 de la main-d&rsquo;\u0153uvre en utilisant des donn\u00e9es connect\u00e9es, des analyses aliment\u00e9es par l&rsquo;IA, une gestion automatis\u00e9e de la main-d&rsquo;\u0153uvre et un coaching personnalis\u00e9. Seul Calabrio ONE r\u00e9unit l&rsquo;optimisation des effectifs (WFO), l&rsquo;engagement des agents et les solutions d&rsquo;intelligence \u00e9conomique dans une suite enti\u00e8rement int\u00e9gr\u00e9e et s&rsquo;adaptant \u00e0 votre entreprise.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Contact presse<\/strong><br \/>\nDavid Salkovitz<br \/>\n617.779.1856<br \/>\n<a href=\"mailto:CalabrioPR@padillaco.com\">CalabrioPR@padillaco.com<\/a><\/p>\n<\/div>\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":212,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","press_category":[],"class_list":["post-11759","press","type-press","status-publish","hentry"],"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>Zoom Contact Center s&#039;enrichit de la solution 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