{"id":41794,"date":"2022-06-21T15:10:00","date_gmt":"2022-06-21T13:10:00","guid":{"rendered":"https:\/\/www.nixxis.com\/?p=41794"},"modified":"2025-12-19T15:10:58","modified_gmt":"2025-12-19T14:10:58","slug":"toutes-les-definitions-pour-les-centres-de-contact","status":"publish","type":"post","link":"https:\/\/www.nixxis.com\/fr\/toutes-les-definitions-pour-les-centres-de-contact\/","title":{"rendered":"Toutes les d\u00e9finitions pour les centres de contact"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"41794\" class=\"elementor elementor-41794\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dedbcbd elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"dedbcbd\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-0b6691f\" data-id=\"0b6691f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-88f508b elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"88f508b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: left;\"><span style=\"color: #000000;\"><a style=\"color: #000000;\" href=\"https:\/\/www.nixxis.com\/fr\/blog\/\">&lt; Revenir au blog<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-b2143c3\" data-id=\"b2143c3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-24978b4 elementor-align-right elementor-mobile-align-right elementor-widget-mobile__width-initial elementor-widget elementor-widget-post-info\" data-id=\"24978b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-b43a73c elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M12 192h424c6.6 0 12 5.4 12 12v260c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V204c0-6.6 5.4-12 12-12zm436-44v-36c0-26.5-21.5-48-48-48h-48V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H160V12c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v52H48C21.5 64 0 85.5 0 112v36c0 6.6 5.4 12 12 12h424c6.6 0 12-5.4 12-12z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>21\/06\/2022<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-afec6cc elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"afec6cc\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-62a019f\" data-id=\"62a019f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7259e77 elementor-widget elementor-widget-heading\" data-id=\"7259e77\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Toutes les d\u00e9finitions pour les centres de contact<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-837e20e elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"837e20e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f0ee2a0\" data-id=\"f0ee2a0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4d93e27 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4d93e27\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Gr\u00e2ce \u00e0 cet article, d\u00e9couvrez toutes les d\u00e9finitions des termes relatifs aux centres de contact : \u2b07\ufe0f<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7b0b2b elementor-widget elementor-widget-heading\" data-id=\"e7b0b2b\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"partie1\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Abandon<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb049ec elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"cb049ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est un appel entrant d\u00e9tect\u00e9 par un serveur vocal d\u2019accueil t\u00e9l\u00e9phonique o\u00f9 l\u2019appelant a raccroch\u00e9 avant d\u2019avoir eu un agent au t\u00e9l\u00e9phone pour r\u00e9pondre \u00e0 sa demande ou avant d\u2019avoir navigu\u00e9 sur un SVI.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88fd914 elementor-widget elementor-widget-heading\" data-id=\"88fd914\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"partie2\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. ACD (Automatic Call Distribution, distribution automatique des appels) <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c9dcf91 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"c9dcf91\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est une solution technique qui permet de distribuer les appels entrants sur les postes t\u00e9l\u00e9phoniques des conseillers client\u00e8le d\u2019un centre de contacts, selon la disponibilit\u00e9, le niveau de comp\u00e9tence et le temps de repos le plus long de chaque conseiller client\u00e8le.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65c5d44 elementor-widget elementor-widget-heading\" data-id=\"65c5d44\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"partie3\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Administrateur <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be94982 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"be94982\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est la personne responsable de la configuration et de la maintenance de la solution logicielle d\u2019un centre de contacts. De plus, elle g\u00e8re les comptes d\u2019utilisateurs et peut \u00e9galement modifier l\u2019\u00e9tat des conseillers client\u00e8le.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d0d0fc elementor-widget elementor-widget-heading\" data-id=\"5d0d0fc\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"partie4\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Agent  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3038194 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"3038194\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Il est aussi connu comme \u00ab conseiller client\u00e8le \u00bb.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f02071 elementor-widget elementor-widget-heading\" data-id=\"3f02071\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"partie5\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. API (Application Programming Interface, interface de programmation)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c4c827 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2c4c827\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un ensemble de fonctions qui permet d\u2019acc\u00e9der aux services d\u2019une application, par l\u2019interm\u00e9diaire d\u2019un langage de programmation. L\u2019API permet aux d\u00e9veloppeurs d\u2019int\u00e9grer une application \u00e0 distance dans leurs propres applications m\u00e9tier, sans avoir \u00e0 conna\u00eetre le fonctionnement du c\u0153ur de cette application distante.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7229b0e elementor-widget elementor-widget-heading\" data-id=\"7229b0e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. Application CRM (Customer Relationship Management, gestion de la Relation Client <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8dccfd elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a8dccfd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019application-m\u00e9tier qui permet aux entreprises de mieux recruter et fid\u00e9liser leurs clients \u00e0 travers l\u2019analyse de donn\u00e9es centralis\u00e9es et structur\u00e9es autour du client. Ces applications permettent de soutenir les fonctions de vente et\/ou avant-vente et\/ou apr\u00e8s-vente des entreprises, par des outils d\u2019analyse et d\u2019aide \u00e0 la d\u00e9cision.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b2c453b elementor-widget elementor-widget-heading\" data-id=\"b2c453b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. Arborescence (des menus d\u2019un serveur vocal)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4b2c87 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d4b2c87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une structure hi\u00e9rarchis\u00e9e des menus et sous-menus d\u2019un serveur vocal. L\u2019arborescence d\u2019un serveur vocal est par convention structur\u00e9es sous forme d\u2019arbre. C\u2019est-\u00e0-dire le message d\u2019accueil repr\u00e9sentant le tronc et les sous-menus les branches.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7e6eb9 elementor-widget elementor-widget-heading\" data-id=\"d7e6eb9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">8. ASR (Automatic Speech Recognition, reconnaissance vocale)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48524f5 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"48524f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi connue comme \u00ab reconnaissance vocale \u00bb.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2d2b92 elementor-widget elementor-widget-heading\" data-id=\"e2d2b92\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">9. Ast\u00e9risque <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4835420 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4835420\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019ast\u00e9risque est une impl\u00e9mentation logicielle d\u2019un autocommutateur priv\u00e9 (PBX) qui est utilis\u00e9 pour \u00e9tablir et contr\u00f4ler les appels t\u00e9l\u00e9phoniques entre les terminaux de t\u00e9l\u00e9communication. Par exemple, il y a les postes t\u00e9l\u00e9phoniques habituels, les destinations sur le r\u00e9seau t\u00e9l\u00e9phonique public commut\u00e9 (RTPC) et les appareils ou services sur voix sur protocole Internet. r\u00e9seaux (VoIP).\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6fc2549 elementor-widget elementor-widget-heading\" data-id=\"6fc2549\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">10. Attente t\u00e9l\u00e9phonique  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-093ae32 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"093ae32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une fonctionnalit\u00e9 qui permet de faire patienter les appelants avant leur mise en relation avec un conseiller client\u00e8le. Par exemple il peut y avoir un message d\u2019attente ou un fond musical pendant l\u2019attente t\u00e9l\u00e9phonique.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-634a672 elementor-widget elementor-widget-heading\" data-id=\"634a672\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">11. Audiotel  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f318ad5 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f318ad5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce service \u00e0 plusieurs paliers tarifaires pour l\u2019appelant dont certains permettent un reversement au fournisseur de service.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac893c0 elementor-widget elementor-widget-heading\" data-id=\"ac893c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">12. Bandeau t\u00e9l\u00e9phonique  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a9210e elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7a9210e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une interface fonctionnelle qui est simplifi\u00e9e pour les conseillers client\u00e8le d\u2019un centre de contacts, afin qu\u2019il puisse uniquement traiter les appels.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7ebf4d elementor-widget elementor-widget-heading\" data-id=\"b7ebf4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">13. Barge-in  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cca160e elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"cca160e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une fonctionnalit\u00e9 qui permet aux utilisateurs fr\u00e9quents d\u2019un serveur vocal d\u2019interrompre la diffusion compl\u00e8te d\u2019un message donn\u00e9 pour naviguer plus rapidement dans le menu vocal. Cette interruption peut \u00eatre manuelle (en DTMF) ou vocale (en reconnaissance vocale).\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7836d5 elementor-widget elementor-widget-heading\" data-id=\"d7836d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">14. CCAAS (contact center as a service) <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-269b880 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"269b880\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le CCaaS \u00ab\u2009centre de contact en tant que service\u2009\u00bb, est un logiciel d\u2019un fournisseur de centre de contact qui permet aux entreprises de g\u00e9rer en temps r\u00e9el l\u2019ensemble des canaux de communication. Le Nixxis Contact Suite est une technologie que l\u2019entreprise ach\u00e8te afin d\u2019\u00e9voluer \u00e0 mesure que les besoins op\u00e9rationnels \u00e9voluentrne. CCaaS est une option id\u00e9ale pour de nombreux centres de contact, offrant une \u00e9volution \u00e0 mesure que les besoins op\u00e9rationnels \u00e9voluent au sein d\u2019une m\u00eame interface.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c107cf elementor-widget elementor-widget-heading\" data-id=\"6c107cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">15. Centre d\u2019appels  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b64e80 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6b64e80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi connue comme \u00ab centre de Relation Client \u00bb.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15bdfe4 elementor-widget elementor-widget-heading\" data-id=\"15bdfe4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">16. Centre de contacts <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-540e787 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"540e787\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une solution technique qui, int\u00e9gr\u00e9e \u00e0 l\u2019infrastructure informatique et t\u00e9l\u00e9com d\u2019un centre de Relation Client, permet \u00e0 ses conseillers client\u00e8le de g\u00e9rer l\u2019ensemble des appels entrants et sortants. Une solution de centre de contacts peut \u00eatre d\u00e9ploy\u00e9e pour les besoins telle que : l\u2019information client, l\u2019administration des ventes, la hotline, le service apr\u00e8s-vente, le t\u00e9l\u00e9secr\u00e9tariat, la prise de commandes ou de rendez-vous, etc.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-09b9b95 elementor-widget elementor-widget-heading\" data-id=\"09b9b95\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">17. Centre de contacts virtuel   <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d5f16c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"2d5f16c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est une application d\u00e9ploy\u00e9e sur des centres de Relation Client g\u00e9ographiquement \u00e9parpill\u00e9s qui permet de regrouper sur un m\u00eame plateau t\u00e9l\u00e9phonique virtuel les conseillers client\u00e8le r\u00e9partis entre les diff\u00e9rents sites.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96fe337 elementor-widget elementor-widget-heading\" data-id=\"96fe337\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">18. Centre de Relation Client <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19fa22f elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"19fa22f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019ensemble des moyens techniques c\u2019est \u00e0 dire solution de centre de contacts et la touche humaine sont r\u00e9unis pour traiter en nombre les appels t\u00e9l\u00e9phoniques entrants et sortants. Les missions d\u2019un centre de Relation Client peuvent couvrir plusieurs domaines : information client, SAV, vente, t\u00e9l\u00e9prospection.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b811892 elementor-widget elementor-widget-heading\" data-id=\"b811892\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">19. Centrex IP  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ac9007 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"9ac9007\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>PABX h\u00e9berg\u00e9 et mutualis\u00e9 entre plusieurs entreprises clientes, acheminant les appels en utilisant le protocole internet (IP).\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67416f2 elementor-widget elementor-widget-heading\" data-id=\"67416f2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">20. Click-to-call <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-02a76bd elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"02a76bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une fonctionnalit\u00e9 qui permet aux conseillers client\u00e8le de composer un num\u00e9ro de t\u00e9l\u00e9phone par seulement un clic sur un bouton ou un texte. Ceci est fait de leur interface conseiller client\u00e8le. Du coup, un click-to-call \u00e9vite \u00e0 l\u2019agent de composer les num\u00e9ros de t\u00e9l\u00e9phone manuellement.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8448e7a elementor-widget elementor-widget-heading\" data-id=\"8448e7a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">21. Comp\u00e9tence  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27e3981 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"27e3981\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>La param\u00e8tre de distribution d\u2019appels entrants vers les conseillers client\u00e8le. De plus, ce param\u00e8tre permet d\u2019orienter un appel donn\u00e9 vers le conseiller client\u00e8le qui a la plus forte comp\u00e9tence pour traiter l\u2019appel.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2c5c99 elementor-widget elementor-widget-heading\" data-id=\"c2c5c99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">22. Conf\u00e9rence t\u00e9l\u00e9phonique  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3db2f57 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"3db2f57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est un service t\u00e9l\u00e9phonique qui permet \u00e0 un utilisateur de communiquer au m\u00eame moment avec d\u2019autres interlocuteurs.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e721dbe elementor-widget elementor-widget-heading\" data-id=\"e721dbe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">23. Conseiller client\u00e8le  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8828bb6 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"8828bb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi connu comme un \u201cagent\u201d dans un centre de Relation Client. Cette personne est responsable de traiter les appels entrants et sortants.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4588583 elementor-widget elementor-widget-heading\" data-id=\"4588583\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">24. CRM (Customer Relationship Management) <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21fe4c7 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"21fe4c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi connu comme Gestion de la Relation Client. C\u2019est l\u2019ensemble de processus et de fonctions d\u2019entreprise qui recrute et fid\u00e9lise les clients. Cela peut \u00eatre fait en tant que : marketing et services clients.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efc01d4 elementor-widget elementor-widget-heading\" data-id=\"efc01d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">25. CTI (couplage T\u00e9l\u00e9phonie-Informatique)   <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91194d2 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"91194d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le couplage\u00a0est pr\u00e9sent entre les outils informatiques et la t\u00e9l\u00e9phonie. Le CTI permet d\u2019identifier l\u2019appelant par son num\u00e9ro de t\u00e9l\u00e9phone et de faire remonter sa fiche client directement sur l\u2019\u00e9cran de l\u2019agent, simultan\u00e9ment \u00e0 la pr\u00e9sentation de l\u2019appel \u00e0\u00a0l\u2019agent.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-864d01d elementor-widget elementor-widget-heading\" data-id=\"864d01d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">26. D\u00e9bordement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0be8705 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"0be8705\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une fonctionnalit\u00e9 qui permet de d\u00e9finir un routage d\u2019appels diff\u00e9rent du routage par d\u00e9faut. Il y a un d\u00e9bordement quand de la file d\u2019attente est au maximum ou que le temps d\u2019attente maximal a \u00e9t\u00e9 atteints.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3d82ff elementor-widget elementor-widget-heading\" data-id=\"f3d82ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">27. Dialer predictif <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1030af6 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1030af6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un predictive dialer permet d\u2019augmenter l\u2019efficacit\u00e9 et le nombre d\u2019appels que vous passez. C\u2019est-\u00e0-dire, quand un agent est disponible, NCS compose automatiquement le prochain appel en ligne.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1b48be elementor-widget elementor-widget-heading\" data-id=\"f1b48be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">28. Dimensionnement <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-299e18b elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"299e18b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ceci est un param\u00e8tre du nombre de lignes t\u00e9l\u00e9phoniques disponible. Le nombre de lignes t\u00e9l\u00e9phoniques allou\u00e9es correspond au nombre maximal de postes t\u00e9l\u00e9phoniques de l\u2019agent qui peut \u00eatre occup\u00e9s en m\u00eame temps. De plus, il y a aussi la capacit\u00e9 de mettre des appels suppl\u00e9mentaires en attente s\u2019il le faut.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bd0b450 elementor-widget elementor-widget-heading\" data-id=\"bd0b450\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">29. Dissuasion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-596ff8a elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"596ff8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonctionnalit\u00e9 permet d\u2019envoyer un m\u00e9ssage vocal aux appelants afin qu\u2019ils renouvlent l\u2019appel. Ceci est fait hors des horaires d\u2019ouverture d\u2019un centre de Relation Client, ou lorsque la file d\u2019attente est au maximum. Dans le cas o\u00f9 le temps d\u2019attente autoris\u00e9s est au maximum.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e7e03a elementor-widget elementor-widget-heading\" data-id=\"4e7e03a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">30. DTMF (Dual Tone Multi Frequency, signalisation multifr\u00e9quences) <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d7fd66 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"8d7fd66\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi connu comme un SVI ou il y a une interaction entre un appelant et un serveur vocal. L\u2019appelant peut naviguer dans le menu vocal en appuyant sur les touches de son t\u00e9l\u00e9phone.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5871e6d elementor-widget elementor-widget-heading\" data-id=\"5871e6d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">31. \u00c9coute discr\u00e8te  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a44bea elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6a44bea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonction permet \u00e0 un superviseur d\u2019\u00e9couter \u00e0 distance une conversation entre un agent et un appelant. Cette double \u00e9coute peut engendrer des formations.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e992179 elementor-widget elementor-widget-heading\" data-id=\"e992179\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">32. Enregistrement des conversations  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad4f934 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ad4f934\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un superviseur peut enregistrer une conversation entre un agent et un appelant, pour des besoins de formation par exemple.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ccdef37 elementor-widget elementor-widget-heading\" data-id=\"ccdef37\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">33. Ergonomique<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efb1d8b elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"efb1d8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un serveur vocal o\u00f9 l\u2019utilisation des appelants est simple et intuitive. L\u2019ergonomie dans cette conception est un facteur-cl\u00e9 de succ\u00e8s dans l\u2019acceptation d\u2019un SVI par des clients appelants.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-893254e elementor-widget elementor-widget-heading\" data-id=\"893254e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">34. \u00c9tat (d\u2019un conseiller client\u00e8le)  \n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6cd696c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6cd696c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une situation d\u2019un agent \u00e0 un moment donn\u00e9 : \u00a0<br \/>\u00ab Pr\u00eat \u00bb : pr\u00eat \u00e0 recevoir un nouvel appel entrant \u00a0<br \/>\u00ab En communication entrante \u00bb : en train de traiter un appel entrant \u00a0<br \/>\u00ab En communication sortante \u00bb : en train de traiter un appel sortant \u00a0<br \/>\u00ab En pause \u00bb : temporairement indisponible \u00a0<br \/>\u00ab En retrait \u00bb : occup\u00e9 \u00e0 un autre appel et donc, pas disponible pour prendre les appels \u00a0<br \/>\u00ab En wrap-up \u00bb : occup\u00e9 avec des t\u00e2ches administratives dans le temps post-appel, avant de redevenir \u00ab pr\u00eat \u00bb.\u00a0 \u00a0<br \/>\u00ab D\u00e9connect\u00e9 \u00bb d\u00e9connect\u00e9 de l\u2019application.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-324fc8c elementor-widget elementor-widget-heading\" data-id=\"324fc8c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">35. File d\u2019attente  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-486a402 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"486a402\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est l\u2019espace virtuel o\u00f9 sont \u00ab stock\u00e9s \u00bb les appels entrants qui ne peuvent pas \u00eatre trait\u00e9s directement\/imm\u00e9diatement par les conseillers client\u00e8le. La dur\u00e9e maximale d\u2019attente, et le nombre maximal d\u2019appels mis en attente avant d\u00e9bordement, sont des param\u00e8tres configurables par l\u2019administrateur.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c62d48b elementor-widget elementor-widget-heading\" data-id=\"c62d48b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">36. Flux de travail <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0f8b5e8 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"0f8b5e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un flux de travail est une mod\u00e9lisation et la gestion des t\u00e2ches \u00e0 accomplir. Un flux de travail a pour but d\u2019atteindre un objectif commercial pr\u00e9d\u00e9fini.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3993b4f elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"3993b4f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">37. Interface agent<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f8b9df5 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f8b9df5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi connue comme \u00ab bandeau t\u00e9l\u00e9phonique \u00bb. L\u2019interface agent, est une platform ou un agent peut passer des appels tout comme les recevoir. Il y a aussi l\u2019option prendre un caf\u00e9 parmi plusieurs options sur Nixxix Contact Suite ou l\u2019agent peut faire patienter l\u2019appelant. Nixxis Contact Suite peut \u00eatre personnalis\u00e9 d\u2019apr\u00e8s la disponibilit\u00e9 de l\u2019agent.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62521e4 elementor-widget elementor-widget-heading\" data-id=\"62521e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">38. Interface d\u2019administration  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99adb2c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"99adb2c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>D\u00e9di\u00e9e aux administrateurs de solutions de centres de contacts qui leur permet de configurer et maintenir la solution.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83ce65d elementor-widget elementor-widget-heading\" data-id=\"83ce65d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">39. Interface de supervision (console de supervision)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cfbe553 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"cfbe553\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette interface permet aux superviseurs d\u2019acc\u00e9der \u00e0 des informations en temps r\u00e9el ou \u00e0 des donn\u00e9es statistiques en temps diff\u00e9r\u00e9, pour g\u00e9rer l\u2019activit\u00e9 de leur centre de Relation Client.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-558ddc7 elementor-widget elementor-widget-heading\" data-id=\"558ddc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">40. Mise en attente<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73315ef elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"73315ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonctionnalit\u00e9 permet de mettre en file d\u2019attente les appels qui ne peut \u00eatre trait\u00e9s directement par les agents. Pour faire patienter l\u2019appelant, un message audio ou un fond musical peut \u00eatre diffus\u00e9.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10bdb4a elementor-widget elementor-widget-heading\" data-id=\"10bdb4a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">41. Mise en garde   <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-437baa9 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"437baa9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonction permet \u00e0 l\u2019agent de mettre en garde un appel afin que l\u2019agent puisse rechercher des informations. Pour faire patienter l\u2019appelant, un message audio ou un fond musical peut \u00eatre diffus\u00e9.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-daf2497 elementor-widget elementor-widget-heading\" data-id=\"daf2497\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">42. Mode Produit  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4fc8406 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4fc8406\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est la conception et la distribution d\u2019applications logicielles. L\u2019application est distribu\u00e9e sous forme de licences et est\u00a0install\u00e9e sur site, poste par poste ou en r\u00e9seau d\u2019entreprise.\u00a0\u00a0Les applications en mode SaaS sont factur\u00e9es selon les licences.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b6cfd7 elementor-widget elementor-widget-heading\" data-id=\"9b6cfd7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">43. Mode SaaS (Software as a Service)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c183e49 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"c183e49\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce mode de conception et de distribution d\u2019applications logicielles est h\u00e9berg\u00e9 par le fournisseur et distribu\u00e9e sous forme de service accessible depuis n\u2019importe quel ordinateur connect\u00e9 \u00e0 Internet. En mode SaaS, le d\u00e9ploiement, le support, la maintenance et les demandes d\u2019\u00e9volutions s\u2019effectuent \u00e0 distance \u00ab\u00a0cloud \u00bb, dans le cadre des services d\u2019accompagnement \/ support \/ exploitation associ\u00e9s aux offres en mode SaaS. Les applications en mode SaaS sont factur\u00e9es selon l\u2019utilisation r\u00e9elle c\u2019est \u00e0 dire \u00ab pay as you go \u00bb.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0595bf9 elementor-widget elementor-widget-heading\" data-id=\"0595bf9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">44. PABX ou PBX  (Private Automatic Branch eXchange, autocommutateur t\u00e9l\u00e9phonique)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54ed81c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"54ed81c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le PABX ou PBX est un standard t\u00e9l\u00e9phonique priv\u00e9 sur site, sous forme de bo\u00eetier mat\u00e9riel.\u00a0Il assure le lien entre le r\u00e9seau t\u00e9l\u00e9phonique de l\u00b4op\u00e9rateur t\u00e9l\u00e9com et les communications internes de l\u2019entreprise. \u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b129e52 elementor-widget elementor-widget-heading\" data-id=\"b129e52\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">45. Param\u00e8tres dynamiques <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d367587 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d367587\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonctionnalit\u00e9, permet aux utilisateurs de voir les donn\u00e9es les plus r\u00e9centes et les plus pertinentes.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36a8738 elementor-widget elementor-widget-heading\" data-id=\"36a8738\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">46. Plateau t\u00e9l\u00e9phonique<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7a1cd0 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e7a1cd0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019espace de travail, qui regroupant l\u2019ensemble des agents. \u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-614d3d0 elementor-widget elementor-widget-heading\" data-id=\"614d3d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">47. Port t\u00e9l\u00e9phonique  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-684766f elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"684766f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une ligne t\u00e9l\u00e9phonique.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bff7cdf elementor-widget elementor-widget-heading\" data-id=\"bff7cdf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">48. Portabilit\u00e9 des num\u00e9ros  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a98b32 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1a98b32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>La facilit\u00e9 pour un abonn\u00e9 de changer d\u2019op\u00e9rateur de t\u00e9l\u00e9com tout en conservant son num\u00e9ro de t\u00e9l\u00e9phone. L\u2019ARCEP a \u00e9mis les num\u00e9ros commen\u00e7ant par le 09 pour faciliter les appels et diminuer le harc\u00e8lement. (www.arcep.fr).\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a5ac99 elementor-widget elementor-widget-heading\" data-id=\"2a5ac99\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">49. Position agent<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7071e80 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7071e80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un ensemble des \u00e9l\u00e9ments composant le poste de travail d\u2019un conseiller client\u00e8le.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c278fdf elementor-widget elementor-widget-heading\" data-id=\"c278fdf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">50. Power dialer <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-934b7ce elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"934b7ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est un syst\u00e8me de num\u00e9rotation t\u00e9l\u00e9phonique qui ajoute automatiquement des num\u00e9ros de t\u00e9l\u00e9phone \u00e0 la file d\u2019attente d\u2019appels d\u2019un agent et les compose dans l\u2019ordre. Cette fonction retire les t\u00e2ches manuelles r\u00e9p\u00e9titives de recherche, de composition et de copier-coller des num\u00e9ros.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6dbc5eb elementor-widget elementor-widget-heading\" data-id=\"6dbc5eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">51. Power dialer limit\u00e9 <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff7e5de elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ff7e5de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est un syst\u00e8me de num\u00e9rotation t\u00e9l\u00e9phonique qui ajoute automatiquement des num\u00e9ros de t\u00e9l\u00e9phone \u00e0 la file d\u2019attente d\u2019appels d\u2019un agent et les compose dans l\u2019ordre. Power dialer a la m\u00eame fonction que power dialer mais avec des r\u00e8gles.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bfab921 elementor-widget elementor-widget-heading\" data-id=\"bfab921\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">52. Pr\u00e9dictif  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8f163a elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a8f163a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonctionnalit\u00e9 consiste \u00e0 composer plusieurs num\u00e9ros et permet donc d\u2019occuper tous les agents disponibles. Le mode pr\u00e9dictif fait en sorte que tous les prospects qui ont d\u00e9croch\u00e9s soient directement pris en charge.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb2ac26 elementor-widget elementor-widget-heading\" data-id=\"bb2ac26\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">53. Pr\u00e9visualisation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e04a78c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e04a78c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le syst\u00e8me remonte \u00e0 un agent disponible une fiche qui contient les informations du prospect. Cette fonctionnalit\u00e9 permet \u00e0 l\u2019agent de conna\u00eetre les d\u00e9tails et d\u2019\u00e9laborer ses arguments.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c99679 elementor-widget elementor-widget-heading\" data-id=\"8c99679\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">54. Progressif <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef9435a elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ef9435a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une fois qu\u2019un agent est disponible, le syst\u00e8me lui remonte une fiche. Du coup, l\u2019agent n\u2019a pas le temps de l\u2019\u00e9tudier attentivement avant d\u2019entamer la conversation.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4259cd3 elementor-widget elementor-widget-heading\" data-id=\"4259cd3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">55. QoS (Quality of Service)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eac3cf6 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"eac3cf6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le niveau de Qualit\u00e9 de Service d\u00e9livr\u00e9e par un centre de Relation Client envers ses appelants. Le niveau de Qualit\u00e9 de Service est g\u00e9n\u00e9ralement \u00e9valu\u00e9 \u00e0 l\u2019aide de crit\u00e8res \u00e0 la fois quantitatifs et qualitatifs.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b891a4 elementor-widget elementor-widget-heading\" data-id=\"8b891a4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">56. Reconnaissance vocale (ASR pour Automatic Speech Recognition)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b64d224 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b64d224\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une technologie vocale de reconnaissance de mots-cl\u00e9s prononc\u00e9s par l\u2019appelant durant l\u2019interaction entre un appelant et un serveur vocal. C\u2019est le moment o\u00f9 l\u2019appelant navigue dans le menu vocal en pronon\u00e7ant des mots-cl\u00e9s.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c537e26 elementor-widget elementor-widget-heading\" data-id=\"c537e26\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">57. Rappel uniquement <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a9a37f elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7a9a37f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonctionnalit\u00e9 ne fait que rappeler les appels manqu\u00e9s.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7181e51 elementor-widget elementor-widget-heading\" data-id=\"7181e51\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">58. Rechercher <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-711091b elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"711091b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Cette fonction permet d\u2019aller rechercher une fiche dans la base de donn\u00e9es. A travers cette fonction, l\u2019agent peut tout avoir sur le client dans la base de donn\u00e9es.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf7e074 elementor-widget elementor-widget-heading\" data-id=\"bf7e074\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">59. Remont\u00e9e de fiche<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4196637 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4196637\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une des fonctionnalit\u00e9s rendues possibles par le couplage T\u00e9l\u00e9phonie \u2013 Informatique. \u00ab CTI \u00bb.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85d37b7 elementor-widget elementor-widget-heading\" data-id=\"85d37b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">60. Routage d\u2019appels  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-572f655 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"572f655\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un ensemble de distribution des appels entrants vers les agents d\u2019un centre de Relation Client. Le routage d\u2019appels peut \u00eatre monocrit\u00e8re ou multicrit\u00e8res.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a433eee elementor-widget elementor-widget-heading\" data-id=\"a433eee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">61. Sans agent <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea8dd3d elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ea8dd3d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Lorsqu\u2019il y a un appel et qu\u2019il n\u2019y a pas d\u2019agent disponible, Nixxis Contact Suite se permet d\u2019appeler automatiquement et de laisser un message.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3bb04df elementor-widget elementor-widget-heading\" data-id=\"3bb04df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">62. S\u00e9lection directe \u00e0 l\u2019arriv\u00e9e (SDA)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1ae437 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f1ae437\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce dispositif d\u2019identification de chaque poste t\u00e9l\u00e9phonique au sein d\u2019un groupement de lignes raccord\u00e9es \u00e0 un m\u00eame PABX. A chaque poste t\u00e9l\u00e9phonique est attribu\u00e9 un num\u00e9ro de t\u00e9l\u00e9phonie sp\u00e9cifique qui, une fois compos\u00e9, permet d\u2019appeler ces postes directement sans passer par le standard.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f336cb2 elementor-widget elementor-widget-heading\" data-id=\"f336cb2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">63. Self-service t\u00e9l\u00e9phonique<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a69c49 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1a69c49\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une fonction des serveurs vocaux qui automatise certaines demandes clients. Le self-service permet aux agents de se concentrer sur les demandes clients \u00e0 plus forte valeur ajout\u00e9e.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe1b009 elementor-widget elementor-widget-heading\" data-id=\"fe1b009\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">64. Serveur \/ service vocal interactif (SVI) <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36ed705 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"36ed705\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019automatisation d\u2019accueil t\u00e9l\u00e9phonique d\u2019appelants. A travers ce service, leur demande est qualifi\u00e9e, avant de les mettre en relation avec un agent. Un serveur vocal peut \u00e9galement proposer du self-service t\u00e9l\u00e9phonique.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3df8d1a elementor-widget elementor-widget-heading\" data-id=\"3df8d1a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">65. Shortcode pour SMS (num\u00e9ro court pour SMS) :  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2fff53 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e2fff53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est un code \u00e0 4 ou 5 chiffres, attribu\u00e9 par un op\u00e9rateur t\u00e9l\u00e9com \u00e0 un fournisseur de services \u00e0 valeur ajout\u00e9e. Ceci lui permet de commercialiser ses services SMS payants. Un shortcode peut \u00eatre mutualis\u00e9 entre plusieurs fournisseurs de services ou d\u00e9di\u00e9 \u00e0 un seul fournisseur. \u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b654e2 elementor-widget elementor-widget-heading\" data-id=\"4b654e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">66. SLA (Service Level Agreement, Contrat de Niveau de Service)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e4e862 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7e4e862\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un contrat qui d\u00e9finit les engagements d\u2019un fournisseur de services. Elle contient la qualit\u00e9 de service envers \u00e0 son client, et formalisant les p\u00e9nalit\u00e9s en cas de manquement. Ce contrat doit \u00eatre fait selon des crit\u00e8res des deux parties.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c5a997a elementor-widget elementor-widget-heading\" data-id=\"c5a997a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">67. SMS (Short Message Service)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-351a90a elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"351a90a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ce service transmet un message \u00e9crit d\u2019un maximum de 160 caract\u00e8res vers ou \u00e0 partir d\u2019un t\u00e9l\u00e9phone mobile.\u00a0\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e31fb7 elementor-widget elementor-widget-heading\" data-id=\"2e31fb7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">68. Superviseur <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ce7cba elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4ce7cba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est la personne responsable de l\u2019activit\u00e9 du centre de Relation Client et de l\u2019encadrement des agents. Le superviseur g\u00e8re l\u2019activit\u00e9 en se r\u00e9f\u00e9rant aux informations en temps r\u00e9el et aux donn\u00e9es statistiques en temps diff\u00e9r\u00e9 affich\u00e9es sur son interface de supervision. Il peut \u00e9galement modifier le statut des agents, faire la double \u00e9coute et enregistrer les conversations t\u00e9l\u00e9phoniques entre les agents et les appelants.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49414c7 elementor-widget elementor-widget-heading\" data-id=\"49414c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">69. Synth\u00e8se vocale (TTS pour Text To Speech)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ebcb5e elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6ebcb5e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>La vocalisation d\u2019un texte \u00e9crit.\u00a0 La synth\u00e8se vocale permet de g\u00e9n\u00e9rer automatiquement des fichiers audios \u00e0 partir des textes.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d5e07f elementor-widget elementor-widget-heading\" data-id=\"5d5e07f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">70. Taux de service <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d2dfd48 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d2dfd48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Les superviseurs fixent souvent un taux de service minimal comme objectif \u00e0 atteindre par leurs conseillers client\u00e8le.\u00a0Le taux de service permet de limiter les cas de rupture de stock afin de satisfaire continuellement la client\u00e8le. Cette valeur se calcule par la somme des appels trait\u00e9s + d\u00e9bord\u00e9s, divis\u00e9e par le nombre d\u2019appels re\u00e7us (sur une p\u00e9riode donn\u00e9e). \u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2667d79 elementor-widget elementor-widget-heading\" data-id=\"2667d79\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">71. Telco<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6617992 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6617992\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une abr\u00e9viation utilis\u00e9e en lieu et place d\u2019 \u00ab op\u00e9rateur de t\u00e9l\u00e9com \u00bb.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a89b60 elementor-widget elementor-widget-heading\" data-id=\"2a89b60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">72. T\u00e9l\u00e9marketing<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1befc37 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1befc37\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Des ensembles des op\u00e9rations de marketing direct effectu\u00e9es par t\u00e9l\u00e9phone.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-94a6149 elementor-widget elementor-widget-heading\" data-id=\"94a6149\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">73. ToIP  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e8f4b6f elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e8f4b6f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>D\u00e9finie comme t\u00e9l\u00e9phonie utilisant la technologie de Voix sur IP. \u00ab VoIP \u00bb.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b741d4d elementor-widget elementor-widget-heading\" data-id=\"b741d4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">74. Transfert aveugle <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5148f84 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"5148f84\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019action o\u00f9 un agent transf\u00e8re un appel entrant vers un autre agent, sans \u00eatre s\u00fbre que celui-ci est disponible pour le d\u00e9crocher.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-294d2bc elementor-widget elementor-widget-heading\" data-id=\"294d2bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">75. Transfert consultatif  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be5081d elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"be5081d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>L\u2019action par laquelle un agent transf\u00e8re un appel entrant vers un autre agent, en s\u2019assurant que celui-ci est disponible et capable pour d\u00e9crocher l\u2019appel et r\u00e9pondre aux demandes de l\u2019appel.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ac68ea elementor-widget elementor-widget-heading\" data-id=\"3ac68ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">76. TTS (Text to Speech, synth\u00e8se vocale)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f30aee elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"8f30aee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une \u00ab synth\u00e8se vocale \u00bb.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7316027 elementor-widget elementor-widget-heading\" data-id=\"7316027\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">77. UCCAAS <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ec2920 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6ec2920\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Traduit en fran\u00e7ais par \u201ccommunications unifi\u00e9es en tant que service\u201d ou \u201ccommunications unifi\u00e9es \u00e0 la demande\u201d. Ce terme est un ensemble d\u2019outils de communication et de collaboration en entreprise r\u00e9unis dans un seul syst\u00e8me, \u00e9voluant au sein du Nixxis Cloud.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6839836 elementor-widget elementor-widget-heading\" data-id=\"6839836\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">78. VoiceXML (Voice eXtensible Markup Language)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd2242f elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"fd2242f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Le langage de programmation par le W3C (World Wide Web Consortium) pour d\u00e9velopper les applications vocales interactives. Le VoiceXML est facilement compatible avec les technologies Internet (adresse IP, http, serveur Web, php, \u2026). Il aide au d\u00e9veloppement et \u00e0 l\u2019interfa\u00e7age d\u2019applications vocales avec le syst\u00e8me d\u2019information des entreprises. Il est flexible et \u00e9volue par rapport aux technologies.\u00a0\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9023cc1 elementor-widget elementor-widget-heading\" data-id=\"9023cc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">79. Voicemail<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79cca60 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"79cca60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>C\u2019est le service d\u2019enregistrement et d\u2019envoi de message vocaux par e-mail. Il permet de recevoir les messages vocaux directement dans sa bo\u00eete e-mail, sous forme de fichiers audios attach\u00e9s. C\u2019est un service transparent pour l\u2019appelant, qui enregistre et d\u00e9pose son message vocal comme sur n\u2019importe quelle bo\u00eete vocale.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca22648 elementor-widget elementor-widget-heading\" data-id=\"ca22648\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">80. VoIP (Voice over IP, Voix sur IP)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca70dc7 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ca70dc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Une technologie qui permet de transporter la voix et des vid\u00e9os en utilisant un r\u00e9seau de transport IP. La voix est achemin\u00e9e sous forme de paquets. Dans la pratique, la VoIP permet de t\u00e9l\u00e9phoner et d\u2019effectuer des visioconf\u00e9rences par Internet ou via un r\u00e9seau informatique.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78a4feb elementor-widget elementor-widget-heading\" data-id=\"78a4feb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">81. Web callback (rappel Web)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44bdbd9 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"44bdbd9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Un service de mise en relation t\u00e9l\u00e9phonique \u00e0 partir d\u2019un site Web. Cette fonction permet aux internautes de demander \u00e0 \u00eatre appel\u00e9 gratuitement par un agent. Ceci est fait \u00e0 travers un bouton d\u2019appel ou un formulaire de contact pr\u00e9sent sur un site Web, pour obtenir des informations des produits ou services propos\u00e9s par l\u2019entreprise.\u00a0\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-12339c4 elementor-widget elementor-widget-heading\" data-id=\"12339c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">82. Wrap-up (traitement post-appel)  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f7eef0 elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1f7eef0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Aussi appell\u00e9 \u00ab \u00e9tat (d\u2019un conseiller client\u00e8le) \u00bb.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-12a027a wpr-stt-btn-align-fixed wpr-stt-btn-align-fixed-right elementor-widget elementor-widget-wpr-back-to-top\" data-id=\"12a027a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"wpr-back-to-top.default\">\n\t\t\t\t\t<div class=\"wpr-stt-wrapper\"><div class='wpr-stt-btn' data-settings='{&quot;animation&quot;:&quot;slide&quot;,&quot;animationOffset&quot;:&quot;0&quot;,&quot;animationDuration&quot;:&quot;200&quot;,&quot;fixed&quot;:&quot;fixed&quot;,&quot;scrolAnim&quot;:&quot;800&quot;}'><span class=\"wpr-stt-icon\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-97179d2 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"97179d2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e3eacd elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2e3eacd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0fcb54a elementor-hidden-tablet elementor-hidden-mobile e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"0fcb54a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-b954278 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"b954278\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d198e4c elementor-widget elementor-widget-image\" data-id=\"d198e4c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"200\" height=\"200\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Photo-Luc-Jacobs.webp\" class=\"attachment-large size-large wp-image-47161 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Photo-Luc-Jacobs.webp 200w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Photo-Luc-Jacobs-150x150.webp 150w\" sizes=\"(max-width: 200px) 100vw, 200px\" data-has-transparency=\"false\" data-dominant-color=\"9ba5aa\" style=\"--dominant-color: #9ba5aa\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f71ad13 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"f71ad13\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8cc0355 elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-image\" data-id=\"8cc0355\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/lucfrancisjacobs\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"786\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1.webp\" class=\"attachment-large size-large wp-image-56597 has-transparency\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1.webp 966w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1-300x295.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1-768x754.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"true\" data-dominant-color=\"3e8bd5\" style=\"--dominant-color: #3e8bd5\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-af0d83a e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"af0d83a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6c93129 elementor-widget elementor-widget-heading\" data-id=\"6c93129\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">A propos de l'auteur<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-231145c elementor-widget-laptop__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"231145c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Pr\u00e9sident de Nixxis, Luc est un visionnaire de l\u2019exp\u00e9rience client augment\u00e9e par l\u2019intelligence artificielle. Au quotidien, il allie sa passion pour l\u2019innovation et son sens aigu de la strat\u00e9gie. Sous son impulsion, Nixxis s\u2019impose comme un acteur de r\u00e9f\u00e9rence dans la transformation digitale de la relation client, en pla\u00e7ant la technologie au service de l\u2019humain et de la performance durable.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fedc841 elementor-hidden-widescreen elementor-hidden-desktop elementor-hidden-laptop e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"fedc841\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c62ec9d e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"c62ec9d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-44cd4af e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"44cd4af\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4fcdc59 elementor-widget elementor-widget-image\" data-id=\"4fcdc59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"200\" height=\"200\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Photo-Luc-Jacobs.webp\" class=\"attachment-large size-large wp-image-47161 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Photo-Luc-Jacobs.webp 200w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Photo-Luc-Jacobs-150x150.webp 150w\" sizes=\"(max-width: 200px) 100vw, 200px\" data-has-transparency=\"false\" data-dominant-color=\"9ba5aa\" style=\"--dominant-color: #9ba5aa\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4926128 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"4926128\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f25417e elementor-widget-laptop__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-image\" data-id=\"f25417e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/lucfrancisjacobs\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"786\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1.webp\" class=\"attachment-large size-large wp-image-56597 has-transparency\" alt=\"\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1.webp 966w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1-300x295.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/12\/ICONES-16-1-768x754.webp 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" data-has-transparency=\"true\" data-dominant-color=\"3e8bd5\" style=\"--dominant-color: #3e8bd5\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5252bbd e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-child\" data-id=\"5252bbd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c4d400c elementor-widget elementor-widget-heading\" data-id=\"c4d400c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">A propos de l'auteur<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7434f5c elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7434f5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Pr\u00e9sident de Nixxis, Luc est un visionnaire de l\u2019exp\u00e9rience client augment\u00e9e par l\u2019intelligence artificielle. Au quotidien, il allie sa passion pour l\u2019innovation et son sens aigu de la strat\u00e9gie. Sous son impulsion, Nixxis s\u2019impose comme un acteur de r\u00e9f\u00e9rence dans la transformation digitale de la relation client, en pla\u00e7ant la technologie au service de l\u2019humain et de la performance durable.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-76fe7bb elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"76fe7bb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-195f499\" data-id=\"195f499\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-be390da elementor-widget elementor-widget-heading\" data-id=\"be390da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Partagez ce contenu sur vos r\u00e9seaux favoris !<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5768c5e elementor-share-buttons--shape-rounded elementor-share-buttons--view-icon-text elementor-share-buttons--skin-gradient elementor-grid-0 elementor-share-buttons--color-official elementor-widget elementor-widget-share-buttons\" data-id=\"5768c5e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"share-buttons.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-grid\" role=\"list\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" 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85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tEmail\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-grid-item\" role=\"listitem\">\n\t\t\t\t\t\t<div class=\"elementor-share-btn elementor-share-btn_linkedin\" role=\"button\" tabindex=\"0\" aria-label=\"Partager sur linkedin\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__icon\">\n\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-share-btn__text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-share-btn__title\">\n\t\t\t\t\t\t\t\t\t\tLinkedIn\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-078d01d elementor-widget elementor-widget-heading\" data-id=\"078d01d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Int\u00e9ress\u00e9 par nos solutions ?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e3cb0b elementor-align-center elementor-mobile-align-center elementor-widget-laptop__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-button\" data-id=\"0e3cb0b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-pop\" href=\"https:\/\/www.nixxis.com\/fr\/contacter\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contactez-nous !<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c4a2ca elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5c4a2ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5a9bbc uppercase elementor-widget elementor-widget-heading\" data-id=\"b5a9bbc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Articles r\u00e9cents<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61afad1 elementor-grid-3 elementor-grid-tablet-2 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-posts--show-avatar elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"61afad1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_tablet&quot;:&quot;2&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-57063 post type-post status-publish format-standard has-post-thumbnail hentry category-actualite-sectorielle category-call-contact-center-news category-cx-news tag-call-center tag-centre-dappels tag-centre-de-contact tag-demarchage-telephonique tag-experience-client tag-prospection-telephonique tag-relation-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/demarchage-telephonique-ce-que-changera-la-loi-du-11-aout-2026-pour-les-centres-dappels\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"768\" height=\"512\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-768x512.webp\" class=\"attachment-medium_large size-medium_large wp-image-57065 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-768x512.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-1024x682.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-1536x1023.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/02\/Loi-Teleprospection-2048x1364.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"5b5663\" style=\"--dominant-color: #5b5663;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/demarchage-telephonique-ce-que-changera-la-loi-du-11-aout-2026-pour-les-centres-dappels\/\" >\n\t\t\t\tD\u00e9marchage t\u00e9l\u00e9phonique :\u00a0ce\u00a0que\u00a0changera la Loi du 11 ao\u00fbt 2026 pour les centres d&rsquo;appels\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/demarchage-telephonique-ce-que-changera-la-loi-du-11-aout-2026-pour-les-centres-dappels\/\" aria-label=\"En savoir plus sur D\u00e9marchage t\u00e9l\u00e9phonique :\u00a0ce\u00a0que\u00a0changera la Loi du 11 ao\u00fbt 2026 pour les centres d&rsquo;appels\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t13 f\u00e9vrier 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-57006 post type-post status-publish format-standard has-post-thumbnail hentry category-actualite-sectorielle category-call-contact-center-news category-cx-news category-ia category-intelligence-artificielle tag-call-center tag-centre-dappels tag-centre-de-contact tag-experience-client tag-hyperpersonnalisation tag-ia tag-intelligence-artificielle tag-relation-client tag-service-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/relation-client-2026-les-grandes-tendances-qui-redessinent-les-frontieres-du-secteur\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"512\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-768x512.webp\" class=\"attachment-medium_large size-medium_large wp-image-57033 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-768x512.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends-1024x683.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2026\/01\/Chosen-visual-for-2026-trends.webp 1536w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"7e9db0\" style=\"--dominant-color: #7e9db0;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/relation-client-2026-les-grandes-tendances-qui-redessinent-les-frontieres-du-secteur\/\" >\n\t\t\t\tRelation client 2026 : les grandes tendances qui redessinent les fronti\u00e8res du secteur\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/relation-client-2026-les-grandes-tendances-qui-redessinent-les-frontieres-du-secteur\/\" aria-label=\"En savoir plus sur Relation client 2026 : les grandes tendances qui redessinent les fronti\u00e8res du secteur\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t3 f\u00e9vrier 2026\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-55173 post type-post status-publish format-standard has-post-thumbnail hentry category-call-contact-center-news-3 category-product-features tag-call-center tag-dialer tag-numerotation tag-power-dialer tag-predictive-dialer tag-relation-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/du-predictif-au-power-comment-le-dialer-de-nixxis-ameliore-t-il-vos-performances\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"513\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-768x513.webp\" class=\"attachment-medium_large size-medium_large wp-image-55202 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-768x513.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-1024x683.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-1536x1025.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/11\/Pourquoi-le-dialer-de-Nixxis-est-la-meilleure-solution-sur-le-marche-2-2048x1367.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"9d9f9a\" style=\"--dominant-color: #9d9f9a;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/du-predictif-au-power-comment-le-dialer-de-nixxis-ameliore-t-il-vos-performances\/\" >\n\t\t\t\tDu pr\u00e9dictif au power, comment le dialer de Nixxis am\u00e9liore-t-il vos performances\u00a0?\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/du-predictif-au-power-comment-le-dialer-de-nixxis-ameliore-t-il-vos-performances\/\" aria-label=\"En savoir plus sur Du pr\u00e9dictif au power, comment le dialer de Nixxis am\u00e9liore-t-il vos performances\u00a0?\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t12 novembre 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-52559 post type-post status-publish format-standard has-post-thumbnail hentry category-call-contact-center-news-3 category-sector-news tag-etablissements-de-sante tag-hopitaux tag-laboratoires tag-medico-social tag-relation-client tag-sante tag-standard-telephonique\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/pourquoi-nixxis-est-la-solution-de-standard-telephonique-preferee-des-acteurs-de-la-sante\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"511\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-768x511.webp\" class=\"attachment-medium_large size-medium_large wp-image-52561 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-768x511.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-300x199.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-1024x681.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-1536x1021.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/09\/Standard-telephonique-medical-2048x1362.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"969b92\" style=\"--dominant-color: #969b92;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/pourquoi-nixxis-est-la-solution-de-standard-telephonique-preferee-des-acteurs-de-la-sante\/\" >\n\t\t\t\tPourquoi Nixxis est la solution de standard t\u00e9l\u00e9phonique pr\u00e9f\u00e9r\u00e9e des acteurs de la sant\u00e9 ?\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" 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role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/transcription-speech-to-text-optimisez-votre-relation-client-avec-lia-integree-a-nixxis\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"512\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-768x512.webp\" class=\"attachment-medium_large size-medium_large wp-image-47614 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-768x512.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-300x200.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-1024x683.webp 1024w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-1536x1024.webp 1536w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/06\/IA-et-transcription-speech-to-text-2048x1365.webp 2048w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"5b5653\" style=\"--dominant-color: #5b5653;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/transcription-speech-to-text-optimisez-votre-relation-client-avec-lia-integree-a-nixxis\/\" >\n\t\t\t\tTranscription speech-to-text : optimisez votre relation client avec l\u2019IA int\u00e9gr\u00e9e \u00e0 Nixxis\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/transcription-speech-to-text-optimisez-votre-relation-client-avec-lia-integree-a-nixxis\/\" aria-label=\"En savoir plus sur Transcription speech-to-text : optimisez votre relation client avec l\u2019IA int\u00e9gr\u00e9e \u00e0 Nixxis\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t12 juin 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-47514 post type-post status-publish format-standard has-post-thumbnail hentry category-artificial-intelligence category-call-contact-center-news-3 category-cx-news-3 category-event-2 tag-agora-groupe tag-agora-news-experience-client tag-cx tag-experience-client tag-gala tag-relation-client\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.nixxis.com\/fr\/nixxis-au-gala-des-directeurs-de-lexperience-client-un-engagement-au-service-de-lexcellence\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"432\" src=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024-768x432.webp\" class=\"attachment-medium_large size-medium_large wp-image-47516 not-transparent\" alt=\"&quot;&quot;\" srcset=\"https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024-768x432.webp 768w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024-300x169.webp 300w, https:\/\/www.nixxis.com\/wp-content\/uploads\/2025\/05\/Agora-Club-Gala-2024.webp 1024w\" sizes=\"(max-width: 768px) 100vw, 768px\" data-has-transparency=\"false\" data-dominant-color=\"3f386c\" style=\"--dominant-color: #3f386c;\" \/><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__avatar\">\n\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.nixxis.com\/fr\/nixxis-au-gala-des-directeurs-de-lexperience-client-un-engagement-au-service-de-lexcellence\/\" >\n\t\t\t\tNixxis au Gala des Directeurs de l&rsquo;Exp\u00e9rience Client : Un engagement au service de l&rsquo;excellence\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.nixxis.com\/fr\/nixxis-au-gala-des-directeurs-de-lexperience-client-un-engagement-au-service-de-lexcellence\/\" aria-label=\"En savoir plus sur Nixxis au Gala des Directeurs de l&rsquo;Exp\u00e9rience Client : Un engagement au service de l&rsquo;excellence\" tabindex=\"-1\" >\n\t\t\tLire l'article \u00bb\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-post__meta-data\">\n\t\t\t\t\t<span class=\"elementor-post-date\">\n\t\t\t20 mai 2025\t\t<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>&lt; Revenir au blog Toutes les d\u00e9finitions pour les centres de contact Gr\u00e2ce \u00e0 cet article, d\u00e9couvrez toutes les d\u00e9finitions des termes relatifs aux centres<\/p>\n","protected":false},"author":12,"featured_media":25223,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[126],"tags":[48,224,227,229,228],"class_list":["post-41794","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-contact-center-news-3","tag-call-center","tag-calls","tag-centre-dappels","tag-definition","tag-definitions"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Nixxis | Toutes les d\u00e9finitions pour les centres de contact<\/title>\n<meta name=\"description\" content=\"Gr\u00e2ce \u00e0 cet article, d\u00e9couvrez la signification de tous les termes techniques relatifs aux centres de contact.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.nixxis.com\/fr\/toutes-les-definitions-pour-les-centres-de-contact\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Toutes les d\u00e9finitions pour les centres de contact\" \/>\n<meta property=\"og:description\" content=\"Gr\u00e2ce \u00e0 cet article, d\u00e9couvrez la signification de tous les termes techniques relatifs aux centres de contact.\" 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