{"id":12955,"date":"2018-06-26T08:00:10","date_gmt":"2018-06-26T08:00:10","guid":{"rendered":"https:\/\/www.calabrio.com\/press\/calabrio-etend-la-capture-et-lanalyse-de-donnees-omnicanales-grace-a-de-nouvelles-integrations\/"},"modified":"2025-10-28T13:06:08","modified_gmt":"2025-10-28T13:06:08","slug":"calabrio-etend-la-capture-et-lanalyse-de-donnees-omnicanales-grace-a-de-nouvelles-integrations","status":"publish","type":"press","link":"https:\/\/www.calabrio.com\/fr\/press\/calabrio-etend-la-capture-et-lanalyse-de-donnees-omnicanales-grace-a-de-nouvelles-integrations\/","title":{"rendered":"Calabrio \u00e9tend la capture et l&rsquo;analyse de donn\u00e9es omnicanales gr\u00e2ce \u00e0 de nouvelles int\u00e9grations"},"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_954bcde21610b8cb2c99b05196b341e1\"\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 \u00e9tend la capture et l&rsquo;analyse de donn\u00e9es omnicanales gr\u00e2ce \u00e0 de nouvelles int\u00e9grations<\/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_954bcde21610b8cb2c99b05196b341e1\"] {\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%2Fcalabrio-etend-la-capture-et-lanalyse-de-donnees-omnicanales-grace-a-de-nouvelles-integrations%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-etend-la-capture-et-lanalyse-de-donnees-omnicanales-grace-a-de-nouvelles-integrations%2F&#038;text=Calabrio \u00e9tend la capture et l&rsquo;analyse de donn\u00e9es omnicanales gr\u00e2ce \u00e0 de nouvelles int\u00e9grations\"\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-etend-la-capture-et-lanalyse-de-donnees-omnicanales-grace-a-de-nouvelles-integrations%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><em>La capacit\u00e9 de fusionner de nouvelles sources de donn\u00e9es transforme les centres de contact en centres de renseignements sur les clients.<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Minneapolis, MN &#8211; 26 juin 2018<\/strong> &#8211; <a href=\"https:\/\/www.calabrio.com\/fr\/\" target=\"_blank\" rel=\"noopener\">Calabrio<\/a>, l&rsquo;un des principaux fournisseurs de logiciels d&rsquo;engagement et d&rsquo;analyse des clients, a publi\u00e9 aujourd&rsquo;hui une nouvelle version de Calabrio ONE &#8211; une suite intelligente et enti\u00e8rement int\u00e9gr\u00e9e d&rsquo;optimisation des effectifs (WFO) et d&rsquo;engagement de l&rsquo;entreprise.<\/p>\n<p>&nbsp;<\/p>\n<p>La nouvelle plateforme <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\" target=\"_blank\" rel=\"noopener\">Calabrio ONE<\/a> permet aux entreprises d&rsquo;int\u00e9grer davantage de plateformes et d&rsquo;analyser plus facilement les interactions avec les clients, afin de mieux conna\u00eetre la qualit\u00e9 des performances des agents et l&rsquo;exp\u00e9rience des clients sur un large \u00e9ventail de canaux de contact.<\/p>\n<p>&nbsp;<\/p>\n<p>\u00ab\u00a0Les attentes des clients sont \u00e9lev\u00e9es \u00e0 chaque \u00e9tape de leur cycle de vie. Les entreprises doivent donc \u00eatre tr\u00e8s attentives \u00e0 ce que les clients leur disent, \u00e0 la fois verbalement et par leur comportement\u00a0\u00bb, a d\u00e9clar\u00e9 Matt Matsui, directeur des produits chez Calabrio. \u00ab\u00a0Nos analyses pr\u00e9dictives permettent aux entreprises de transformer les donn\u00e9es en informations et d&rsquo;anticiper les besoins des clients. La premi\u00e8re \u00e9tape consiste \u00e0 acc\u00e9der aux donn\u00e9es ; notre nouvelle version aide les clients \u00e0 briser encore plus de silos de donn\u00e9es et \u00e0 r\u00e9assembler rapidement le parcours du client pour comprendre et am\u00e9liorer l&rsquo;exp\u00e9rience.\u00a0\u00bb<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Les int\u00e9grations \u00e9tendues favorisent l&rsquo;analyse de la qualit\u00e9 omnicanale<br \/>\n<\/strong>Avec cette version, Calabrio approfondit ses int\u00e9grations avec les principaux fournisseurs de centres de contact en tant que service (CCaaS) : <a href=\"https:\/\/aws.amazon.com\/connect\/\" target=\"_blank\" rel=\"noopener\">Amazon Connect<\/a>, <a href=\"https:\/\/www.five9.com\/\" target=\"_blank\" rel=\"noopener\">Five9<\/a> et <a href=\"https:\/\/www.serenova.com\/\" target=\"_blank\" rel=\"noopener\">Serenova<\/a>. Gr\u00e2ce aux donn\u00e9es d&rsquo;interaction CCaaS combin\u00e9es aux donn\u00e9es WFO, les centres de contact obtiennent une vision plus compl\u00e8te des performances des agents et de leur impact sur le service et la satisfaction des clients.<\/p>\n<p>&nbsp;<\/p>\n<p>Calabrio continue d&rsquo;innover afin d&rsquo;exploiter de nouvelles sources de donn\u00e9es pr\u00e9cieuses sur les interactions avec les clients. Les entreprises peuvent d\u00e9sormais capturer et analyser des donn\u00e9es provenant d&rsquo;enregistrements radio, analogiques et de dispatching, des sources particuli\u00e8rement importantes pour les secteurs r\u00e9glement\u00e9s, tels que les services publics, les dispatchers de la s\u00e9curit\u00e9 publique, le p\u00e9trole et le gaz, le contr\u00f4le du trafic a\u00e9rien, le gouvernement, la s\u00e9curit\u00e9 et les soins de sant\u00e9.<\/p>\n<p>&nbsp;<\/p>\n<p>En outre, les nouvelles fonctionnalit\u00e9s de Calabrio ONE permettent de capturer et d&rsquo;int\u00e9grer les m\u00e9tadonn\u00e9es vocales, de chat et d&rsquo;appel\/chat de <a href=\"https:\/\/www.skype.com\/en\/business\/\" target=\"_blank\" rel=\"noopener\">Microsoft Skype for Business.<\/a> La suite Calabrio analyse ensuite les enregistrements des conf\u00e9rences t\u00e9l\u00e9phoniques Skype \u00e0 l&rsquo;aide de moteurs d&rsquo;analyse vocale afin de mieux contextualiser les interactions entre les agents et les clients.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Des informations plus rapides gr\u00e2ce \u00e0 des analyses am\u00e9lior\u00e9es<br \/>\n<\/strong>Les mises \u00e0 jour de <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/analyse-des-interactions\/\" target=\"_blank\" rel=\"noopener\">Calabrio Analytics<\/a> permettent aux entreprises d&rsquo;obtenir plus facilement des informations sur les interactions avec les clients. De nouvelles cat\u00e9gories et phrases pr\u00e9d\u00e9finies qui s&rsquo;appuient sur les meilleures pratiques du secteur permettent aux organisations de b\u00e9n\u00e9ficier d&rsquo;analyses plus rapidement et avec moins d&rsquo;efforts, tandis que les fonctionnalit\u00e9s am\u00e9lior\u00e9es du gestionnaire de phrases simplifient les processus de mise en \u0153uvre et de r\u00e9vision. De plus, l&rsquo;int\u00e9gration plus \u00e9troite de Calabrio Analytics et de <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/gestion-de-la-qualite\/\" target=\"_blank\" rel=\"noopener\">Calabrio Quality Management<\/a> (QM) offre une approche rationalis\u00e9e de la visualisation des scores de sentiment des contacts individuels au sein de la solution QM.<\/p>\n<p>&nbsp;<\/p>\n<p>En plus des nouvelles int\u00e9grations et des capacit\u00e9s d&rsquo;analyse, Calabrio ONE apporte d\u00e9sormais un niveau de s\u00e9curit\u00e9 plus \u00e9lev\u00e9 avec de nouvelles fonctions de contr\u00f4le des certificats, des options de cryptage \u00e9tendues et des couches de s\u00e9curit\u00e9 suppl\u00e9mentaires pour emp\u00eacher les acc\u00e8s non autoris\u00e9s.<\/p>\n<p>&nbsp;<\/p>\n<p>La nouvelle plateforme Calabrio ONE est maintenant <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\" target=\"_blank\" rel=\"noopener\">disponible<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>\u00c0 propos de Calabrio<\/strong><br \/>\n<a href=\"https:\/\/www.calabrio.com\/fr\/\" target=\"_blank\" rel=\"noopener\">Calabrio<\/a> est une soci\u00e9t\u00e9 de logiciels d&rsquo;engagement des clients qui fournit des informations analytiques pour catalyser la croissance par le biais des centres de contact du service client. La suite logicielle <a href=\"https:\/\/www.calabrio.com\/fr\/produits\/calabrio-one\/\" target=\"_blank\" rel=\"noopener\">Calabrio ONE\u00ae<\/a> permet \u00e0 tous les membres d&rsquo;une organisation, des agents du centre de contact au PDG, de disposer d&rsquo;outils faciles \u00e0 utiliser qui leur permettent de mieux comprendre le client. Chaque interaction avec le client permet d&rsquo;obtenir des informations qui renforcent la conscience du client, et c&rsquo;est ainsi que les grandes entreprises stimulent la croissance et la prosp\u00e9rit\u00e9 \u00e0 long terme.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>A propos de Calabrio<\/strong>ONE <strong><br \/>\n Calabrio r\u00e9volutionne la fa\u00e7on dont les entreprises s&rsquo;adressent \u00e0 leurs clients avec Calabrio ONE, une suite unifi\u00e9e d&rsquo;optimisation des effectifs (WFO) &#8211; comprenant l&rsquo;enregistrement des appels, la gestion de la qualit\u00e9, la gestion des effectifs, l&rsquo;analyse de la voix du client et des rapports avanc\u00e9s &#8211; qui enregistre, capture et analyse les interactions avec les clients afin de fournir une vue unique du client et d&rsquo;am\u00e9liorer l&rsquo;exp\u00e9rience globale de l&rsquo;agent et du client.<\/strong> Pour en savoir plus, consultez le site <a href=\"https:\/\/www.calabrio.com\/fr\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.calabrio.com\/and<\/a>et suivez <a href=\"https:\/\/twitter.com\/Calabrio\" target=\"_blank\" rel=\"noopener\">@Calabrio<\/a> sur Twitter.<\/p>\n<p>&nbsp;<\/p>\n<p>Calabrio, Calabrio ONE\u00ae 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.<\/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":306,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","press_category":[],"class_list":["post-12955","press","type-press","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Calabrio \u00e9tend la capture et l&#039;analyse de donn\u00e9es omnicanales gr\u00e2ce \u00e0 de nouvelles int\u00e9grations | Calabrio<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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