{"id":11793,"date":"2024-03-26T08:25:01","date_gmt":"2024-03-26T08:25:01","guid":{"rendered":"https:\/\/www.calabrio.com\/press\/calabrio-devoile-un-resume-des-interactions-base-sur-lia-pour-ameliorer-lefficacite-des-centres-de-contact\/"},"modified":"2025-05-05T04:52:38","modified_gmt":"2025-05-05T04:52:38","slug":"calabrio-devoile-un-resume-des-interactions-base-sur-lia-pour-ameliorer-lefficacite-des-centres-de-contact","status":"publish","type":"press","link":"https:\/\/www.calabrio.com\/fr\/press\/calabrio-devoile-un-resume-des-interactions-base-sur-lia-pour-ameliorer-lefficacite-des-centres-de-contact\/","title":{"rendered":"Calabrio d\u00e9voile un r\u00e9sum\u00e9 des interactions bas\u00e9 sur l&rsquo;IA pour am\u00e9liorer l&rsquo;efficacit\u00e9 des 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_2fe99e3b6ea28615722c5a66f9b15288\"\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\">Calabrio d\u00e9voile un r\u00e9sum\u00e9 des interactions bas\u00e9 sur l&rsquo;IA pour am\u00e9liorer l&rsquo;efficacit\u00e9 des 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\" 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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%2Fcalabrio-devoile-un-resume-des-interactions-base-sur-lia-pour-ameliorer-lefficacite-des-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%2Fpress%2Fcalabrio-devoile-un-resume-des-interactions-base-sur-lia-pour-ameliorer-lefficacite-des-centres-de-contact%2F&#038;text=Calabrio d\u00e9voile un r\u00e9sum\u00e9 des interactions bas\u00e9 sur l&rsquo;IA pour am\u00e9liorer l&rsquo;efficacit\u00e9 des 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%2Fpress%2Fcalabrio-devoile-un-resume-des-interactions-base-sur-lia-pour-ameliorer-lefficacite-des-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<\/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 class=\"container wysiwyg\" data-aos=\"fade-up\">\n<h2 class=\"wp-block-heading has-large-font-size\">L&rsquo;automatisation intelligente qui rationalise les interactions en r\u00e9sum\u00e9s afin d&rsquo;am\u00e9liorer la productivit\u00e9 des agents.<\/h2>\n<\/div><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><strong>Minneapolis, MN &#8211; 26 mars 2024 -Calabrio<\/strong>, la soci\u00e9t\u00e9 sp\u00e9cialis\u00e9e dans la performance des effectifs, a annonc\u00e9 aujourd&rsquo;hui la disponibilit\u00e9 g\u00e9n\u00e9rale de sa nouvelle fonction de r\u00e9sum\u00e9 d&rsquo;interaction aliment\u00e9e par l&rsquo;intelligence artificielle g\u00e9n\u00e9rative (GenAI). Disponible en tant que module compl\u00e9mentaire, cette fonction r\u00e9sume les communications entre les agents du centre de contact et les clients afin d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience client, d&rsquo;optimiser la productivit\u00e9 et de r\u00e9duire les co\u00fbts.<\/p>\n<p>&nbsp;<\/p>\n<p>Les agents passent un temps consid\u00e9rable \u00e0 r\u00e9sumer les appels et \u00e0 les documenter pour s&rsquo;y r\u00e9f\u00e9rer ult\u00e9rieurement. Gr\u00e2ce \u00e0 la nouvelle fonction de r\u00e9sum\u00e9 des interactions, la technologie bas\u00e9e sur l&rsquo;IA cr\u00e9era des r\u00e9sum\u00e9s uniformes et impartiaux pour chaque interaction, ce qui permettra de gagner du temps et d&rsquo;am\u00e9liorer la productivit\u00e9, tout en garantissant la coh\u00e9rence de l&rsquo;enregistrement et des r\u00e9f\u00e9rences.<\/p>\n<p>&nbsp;<\/p>\n<p>\u00ab\u00a0Calabrio ouvre la voie \u00e0 la cr\u00e9ation de normes industrielles et \u00e0 l&rsquo;am\u00e9lioration de l&rsquo;efficacit\u00e9 des agents et des centres de contact, en utilisant une technologie innovante pour capturer les interactions\u00a0\u00bb, a d\u00e9clar\u00e9 Joel Martins, PDG par int\u00e9rim et directeur de la technologie de Calabrio. \u00ab\u00a0Notre r\u00e9cente acquisition de Wysdom a acc\u00e9l\u00e9r\u00e9 notre capacit\u00e9 \u00e0 aider les clients \u00e0 tirer parti de l&rsquo;IA et du ML (Machine Learning) pour maximiser l&rsquo;engagement, la productivit\u00e9 et le retour sur investissement des agents. Et la fonctionnalit\u00e9 de r\u00e9sum\u00e9 des interactions est le d\u00e9but de notre s\u00e9rie de fonctionnalit\u00e9s de nouvelle g\u00e9n\u00e9ration.\u00a0\u00bb<\/p>\n<p>&nbsp;<\/p>\n<p>Gr\u00e2ce \u00e0 la fonction de r\u00e9sum\u00e9 des interactions de Calabrio, les centres de contact peuvent :<\/p>\n<ul>\n<li><strong>R\u00e9duisez ou \u00e9liminez le temps de travail apr\u00e8s l&rsquo;appel en r\u00e9sumant<\/strong> automatiquement <strong>chaque interaction avec le client<\/strong> pour chaque agent.<\/li>\n<li><strong>Exportez automatiquement les r\u00e9sum\u00e9s vers n&rsquo;importe quel syst\u00e8me de gestion de la relation client (CRM)<\/strong> via une API ouverte.<\/li>\n<\/ul>\n<p>Un des premiers utilisateurs du r\u00e9sum\u00e9 des interactions de Calabrio, AAA Northeast, a fait l&rsquo;\u00e9loge de cette fonction compl\u00e9mentaire. \u00ab\u00a0La fonction de r\u00e9sum\u00e9 des interactions fournit des d\u00e9tails et des informations impartiaux et utiles qui ont am\u00e9lior\u00e9 notre productivit\u00e9 globale\u00a0\u00bb, a d\u00e9clar\u00e9 Natoya James, responsable de l&rsquo;assurance qualit\u00e9, AAA Northeast. \u00ab\u00a0Ce r\u00e9sum\u00e9 nous permet d&rsquo;\u00e9conomiser 5 \u00e0 6 minutes de recherche par appel, en \u00e9liminant l&rsquo;\u00e9coute manuelle et la prise de notes. C&rsquo;est une technologie pr\u00e9cieuse pour notre \u00e9quipe.\u00a0\u00bb<\/p>\n<p>&nbsp;<\/p>\n<p>Disponible pour tous les clients le 26 mars, la fonction Interaction Summary de Calabrio est l&rsquo;un des nombreux ajouts pr\u00e9vus pour \u00e9tendre les capacit\u00e9s GenAI de l&rsquo;entreprise. Ce lancement intervient apr\u00e8s l <a href=\"https:\/\/www.businesswire.com\/news\/home\/20240109991420\/en\/Calabrio-Acquires-AI-and-Bot-Analytics-Company-Wysdom-to-Revolutionize-the-Customer-Experience\">&lsquo;acquisition par Calabrio de Wysdom.ai<\/a>, une soci\u00e9t\u00e9 d&rsquo;analyse des chatbots, afin d&rsquo;acc\u00e9l\u00e9rer l&rsquo;int\u00e9gration de l&rsquo;IA dans sa puissante plateforme de gestion des ressources humaines. Calabrio continuera \u00e0 ajouter des fonctions de nouvelle g\u00e9n\u00e9ration pour am\u00e9liorer la qualit\u00e9 des agents et des centres d&rsquo;appels dans les ann\u00e9es \u00e0 venir.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>\u00c0 propos de Calabrio<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>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 qui s&rsquo;adapte \u00e0 votre entreprise.<\/p>\n<p>&nbsp;<\/p>\n<p>Calabrio, Calabrio ONE et le logo Calabrio sont des marques d\u00e9pos\u00e9es ou des marques commerciales de Calabrio, Inc. Toutes les autres marques mentionn\u00e9es dans ce document sont la propri\u00e9t\u00e9 de leurs d\u00e9tenteurs respectifs. Suivez-nous sur <a href=\"https:\/\/www.linkedin.com\/company\/calabrio-inc\/\">LinkedIn<\/a>. Suivez-nous sur <a href=\"https:\/\/twitter.com\/Calabrio\">X.<\/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":191,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","press_category":[],"class_list":["post-11793","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>Calabrio d\u00e9voile un r\u00e9sum\u00e9 des interactions bas\u00e9 sur l&#039;IA pour am\u00e9liorer l&#039;efficacit\u00e9 des centres de contact | Calabrio<\/title>\n<meta name=\"description\" content=\"Gr\u00e2ce \u00e0 la fonction Interaction Summary de Calabrio, la technologie bas\u00e9e sur l&#039;IA cr\u00e9era des r\u00e9sum\u00e9s uniformes et impartiaux pour chaque interaction, ce qui permettra de gagner du 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