{"id":635420,"date":"2026-07-06T12:55:57","date_gmt":"2026-07-06T19:55:57","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/customer-experience-in-insurance-from-cost-center-to-growth-engine"},"modified":"2026-08-04T04:07:02","modified_gmt":"2026-08-04T11:07:02","slug":"customer-experience-in-insurance-from-cost-center-to-growth-engine","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/fr-fr\/blog\/post\/customer-experience-in-insurance-from-cost-center-to-growth-engine","title":{"rendered":"L\u2019exp\u00e9rience client dans l\u2019assurance : de centre de co\u00fbts \u00e0 moteur de croissance"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<span data-contrast=\"auto\">J\u2019entends souvent la m\u00eame remarque de la part des dirigeants dans le secteur de l\u2019assurance\u00a0: <\/span><i><span data-contrast=\"auto\">\u00ab\u00a0Nous nous en sortons plut\u00f4t bien. Pourquoi remettre en question un mod\u00e8le rentable\u00a0?\u00a0\u00bb<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">C&#39;est une question l\u00e9gitime. Les ratios de sinistralit\u00e9 et les ratios combin\u00e9s restent stables. Les scores de satisfaction client\u00a0(CSAT) sont corrects. Les centres de contact respectent leurs engagements de service\u00a0(enfin, la plupart du temps). Bref, sur le papier, les indicateurs sont au vert.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Sauf que sur le march\u00e9 actuel, le \u00ab\u00a0plut\u00f4t bien\u00a0\u00bb est souvent un marqueur de perte de valeur presque imperceptible, une faille dans laquelle les leaders de l\u2019exp\u00e9rience client s&#39;engouffrent discr\u00e8tement pour prendre des parts de march\u00e9.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Car si votre activit\u00e9 semble stable, le secteur de l&#39;assurance, lui, acc\u00e9l\u00e8re sa transformation.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2><span class=\"EOP Selected CommentStart SCXW83872282 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\"><span class=\"TextRun SCXW239344550 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW239344550 BCX0\" data-ccp-parastyle=\"heading 2\">Le co\u00fbt silencieux de l\u2019immobilisme<\/span><\/span><span class=\"EOP Selected SCXW239344550 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Pour la plupart des assureurs, la pression n&#39;est pas le fruit d&#39;une rupture majeure. Elle se ressent au contraire dans les frictions du quotidien\u00a0:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des conseillers qui jonglent entre plusieurs applications et syst\u00e8mes <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des clients contraints de r\u00e9p\u00e9ter les m\u00eames informations d\u2019un canal \u00e0 l\u2019autre <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des superviseurs qui doivent consolider manuellement des rapports provenant de multiples outils <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des \u00e9quipes\u00a0IT mobilis\u00e9es pour maintenir des infrastructures vieillissantes que personne n\u2019ose r\u00e9ellement toucher<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">Un d\u00e9ploiement limit\u00e9 de nouvelles fonctionnalit\u00e9s<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><span data-contrast=\"auto\">D&#39;importants retards dans les initiatives d&#39;exp\u00e9rience client\u00a0(CX)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Cela vous semble familier\u00a0?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">C\u2019est la r\u00e9alit\u00e9 de nombreuses architectures de centres de contact fragment\u00e9es et h\u00e9rit\u00e9es du pass\u00e9. Plus qu\u2019un d\u00e9sagr\u00e9ment op\u00e9rationnel, c\u2019est un frein structurel \u00e0 la croissance.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Lorsque les syst\u00e8mes ne communiquent pas efficacement entre eux, le service ralentit, les parcours se fragmentent et la relation avec les client s&#39;\u00e9tiole.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Et surtout, c\u2019est l\u00e0 le point essentiel\u00a0: nombre de vos concurrents ont d\u00e9j\u00e0 trouv\u00e9 la solution \u00e0 cette \u00e9quation.<\/span>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2><span class=\"EOP Selected CommentStart SCXW83872282 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\"><span class=\"TextRun SCXW13362767 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\">L&#39;innovation <\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\">ne ralentit<\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\"> pas.<\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\"> <\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\"><\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\"> <\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\">Elle <\/span><span class=\"NormalTextRun SCXW13362767 BCX0\" data-ccp-parastyle=\"heading 2\">s&#39;acc\u00e9l\u00e8re<\/span><\/span><span class=\"EOP Selected SCXW13362767 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Chez Genesys, nous ne nous contentons pas d\u2019am\u00e9liorer les centres de contact par petites touches. Nous en red\u00e9finissons le r\u00f4le. Notre approche repense l\u2019exp\u00e9rience dans l\u2019assurance \u00e0 tous les niveaux\u00a0: gestion des contrats, traitement des sinistres ou souscription de nouvelles polices.<\/span><\/p>\n<h4>1. L&#39;essor de l&#39;IA agentique et des agents virtuels<\/h4>\n<p><span data-contrast=\"auto\">Dans l\u2019assurance, l\u2019IA a largement d\u00e9pass\u00e9 le stade des simples chatbots. Les agents\u00a0IA d\u2019aujourd\u2019hui comprennent le contexte, agissent de mani\u00e8re autonome et orchestrent les actions n\u00e9cessaires \u00e0 travers diff\u00e9rents syst\u00e8mes. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Leur r\u00f4le ne se limite plus \u00e0 prendre en charge ou filtrer des appels. Ils sont capables de traiter une demande de bout en bout et d\u2019apporter une r\u00e9ponse adapt\u00e9e \u00e0 l\u2019intention r\u00e9elle du client. Ils offrent ainsi l\u2019exp\u00e9rience de conseil que les clients attendent habituellement de professionnels de l\u2019assurance. Une capacit\u00e9 d\u00e9j\u00e0 disponible avec le <\/span><a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/virtual-agents\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Genesys Cloud\u2122 Agentic Virtual Agent.<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/p>\n<h4 aria-level=\"3\"><span data-contrast=\"none\">2. Diffuser l&#39;expertise \u00e0 tout le centre de contact <\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/copilots\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Genesys Cloud Copilot<\/span><\/a><span data-contrast=\"auto\"> int\u00e8gre l\u2019IA directement dans le workflow des \u00e9quipes et accompagne l\u2019ensemble du centre de contact gr\u00e2ce \u00e0\u00a0:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des conseils en temps r\u00e9el pour les agents <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des synth\u00e8ses automatis\u00e9es et des recommandations sur les prochaines actions \u00e0 entreprendre <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"11\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des analyses contextualis\u00e9es pour les superviseurs et les analystes <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Cette approche r\u00e9duit les t\u00e2ches manuelles et permet aux \u00e9quipes de se concentrer sur l\u2019essentiel\u00a0: accompagner les clients. Les collaborateurs du front-office doivent pouvoir consacrer leur \u00e9nergie \u00e0 r\u00e9soudre les probl\u00e9matiques de leurs clients, plut\u00f4t qu\u2019\u00e0 composer avec des syst\u00e8mes cloisonn\u00e9s et des processus complexes. Genesys Cloud Copilot simplifie les op\u00e9rations quotidiennes et fournit aux conseillers comme aux gestionnaires de sinistres les informations dont ils ont besoin pour mener \u00e0 bien chaque interaction.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h4><span data-contrast=\"none\">3. Connecter l&#39;\u00e9cosyst\u00e8me de l&#39;assurance gr\u00e2ce \u00e0 des int\u00e9grations natives <\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">Genesys poursuit ses investissements dans des innovations con\u00e7ues sp\u00e9cifiquement pour le secteur de l\u2019assurance. L&#39;objectif\u00a0: aider les assureurs \u00e0 moderniser leurs parcours de service tout en r\u00e9duisant la complexit\u00e9 \u00e0 chaque \u00e9tape de l\u2019exp\u00e9rience client. Gr\u00e2ce \u00e0 des int\u00e9grations natives avec les principales plateformes m\u00e9tiers du secteur, vous pouvez\u00a0:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Acc\u00e9der instantan\u00e9ment aux donn\u00e9es client pendant les interactions <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ex\u00e9cuter les processus li\u00e9s aux sinistres et aux contrats sans changer d\u2019application <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Connecter le self-service et les interactions assist\u00e9es \u00e0 une base de donn\u00e9es commune<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"12\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Faciliter la circulation des donn\u00e9es entre les syst\u00e8mes pour renforcer l\u2019automatisation, le contexte et la personnalisation des \u00e9changes.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Les r\u00e9sultats parlent d&#39;eux-m\u00eames\u00a0: des d\u00e9lais de traitement plus courts, moins d&#39;erreurs, une vue unifi\u00e9e des informations et une exp\u00e9rience nettement am\u00e9lior\u00e9e, aussi bien pour les conseillers que pour les assur\u00e9s. <\/span><\/p>\n<h4>4. Une expertise b\u00e2tie pour les enjeux de l&#39;assurance<\/h4>\n<p><span data-contrast=\"auto\">Chez Genesys, l\u2019assurance n\u2019est pas un terrain d\u2019exp\u00e9rimentation. C\u2019est un secteur dans lequel nous investissons durablement.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Des acc\u00e9l\u00e9rateurs pr\u00eats \u00e0 l\u2019emploi aux workflows sp\u00e9cialement con\u00e7us pour les assureurs, nous avons d\u00e9velopp\u00e9 une expertise fond\u00e9e sur une compr\u00e9hension approfondie\u00a0:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des moments cl\u00e9s de la d\u00e9claration initiale d\u2019un sinistre\u00a0(FNOL) <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">De la complexit\u00e9 des processus de gestion des sinistres <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des exigences r\u00e9glementaires propres au secteur <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">De la charge \u00e9motionnelle qui accompagne souvent les interactions avec les assur\u00e9s <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Loin d\u2019une approche g\u00e9n\u00e9raliste de la\u00a0CX, il s\u2019agit d\u2019une orchestration de l\u2019exp\u00e9rience sp\u00e9cifiquement pens\u00e9e pour l\u2019assurance, con\u00e7ue pour r\u00e9pondre aux r\u00e9alit\u00e9s du secteur et amplifier la valeur g\u00e9n\u00e9r\u00e9e par l\u2019ensemble de l\u2019\u00e9cosyst\u00e8me technologique.<\/span>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2><span class=\"EOP Selected CommentStart SCXW83872282 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\"><span class=\"TextRun SCXW220270817 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW220270817 BCX0\" data-ccp-parastyle=\"heading 2\">Quand le \u00ab\u00a0plut\u00f4t bien\u00a0\u00bb co\u00fbte plus cher qu\u2019il n\u2019y para\u00eet<\/span><\/span><span class=\"EOP Selected SCXW220270817 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Si votre environnement repose encore sur des syst\u00e8mes historiques ou fragment\u00e9s, il y a fort \u00e0 parier que vos domaines de sous-performance passent sous les radars de vos tableaux de bord. Parmi les cons\u00e9quences les plus fr\u00e9quentes\u00a0: <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Opportunit\u00e9s de cross-selling et d&#39;up-selling manqu\u00e9es<\/span><\/b><span data-contrast=\"auto\">, faute d\u2019une vision compl\u00e8te du client <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Des temps de traitement plus longs<\/span><\/b><span data-contrast=\"auto\">, en raison de syst\u00e8mes d\u00e9connect\u00e9s les uns des autres <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Des exp\u00e9riences h\u00e9t\u00e9rog\u00e8nes<\/span><\/b><span data-contrast=\"auto\"> d&#39;un canal \u00e0 l&#39;autre <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Une usure accrue des collaborateurs<\/span><\/b><span data-contrast=\"auto\">, confront\u00e9s \u00e0 des processus inefficaces et \u00e0 des outils dispers\u00e9s <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Des cycles d\u2019innovation ralentis<\/span><\/b><span data-contrast=\"auto\">, parce que chaque \u00e9volution devient complexe \u00e0 d\u00e9ployer<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"6\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Un co\u00fbt total de possession plus \u00e9lev\u00e9<\/span><\/b><span data-contrast=\"auto\">, une fois prises en compte les ressources suppl\u00e9mentaires, les logiciels et les infrastructures n\u00e9cessaires au maintien de l\u2019existant<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"7\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Un risque accru d\u2019instabilit\u00e9 <\/span><\/b><span data-contrast=\"auto\">li\u00e9 \u00e0 la multiplication des interventions de support et des points de vuln\u00e9rabilit\u00e9<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Dans le m\u00eame temps, les plateformes modernes d\u2019exp\u00e9rience client transforment progressivement le centre de contact, qui passe du statut de centre de co\u00fbts \u00e0 celui de moteur de croissance. Si Genesys aide les assureurs \u00e0 r\u00e9duire la complexit\u00e9 technologique, \u00e0 ma\u00eetriser les co\u00fbts op\u00e9rationnels et \u00e0 gagner en efficacit\u00e9, la valeur cr\u00e9\u00e9e d\u00e9passe largement la seule logique d\u2019\u00e9conomies.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">En donnant aux conseillers le bon contexte, les bonnes informations et les recommandations adapt\u00e9es \u00e0 chaque \u00e9tape du parcours client, Genesys permet aux assureurs d\u2019identifier de nouvelles opportunit\u00e9s de vente. \u00c0 la cl\u00e9\u00a0: une augmentation potentielle du montant des primes souscrites par interaction, de meilleurs taux de conversion, un portefeuille de contrats en croissance et des relations client plus solides, le tout dans le cadre d\u2019une exp\u00e9rience plus fluide et plus coh\u00e9rente.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">La plateforme Genesys\u00a0Cloud associe l\u2019IA, l\u2019orchestration des parcours et des mod\u00e8les d\u2019innovation flexibles pour red\u00e9finir le r\u00f4le du centre de contact et \u00e9tendre son impact sur la performance de l\u2019entreprise. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">D\u00e8s lors, la v\u00e9ritable question n\u2019est plus\u00a0: <\/span><i><span data-contrast=\"auto\">\u00ab\u00a0Pourquoi changer\u00a0?\u00a0\u00bb<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Mais plut\u00f4t\u00a0: <\/span><i><span data-contrast=\"auto\">\u00ab\u00a0Combien nous co\u00fbte notre immobilisme\u00a0?\u00a0\u00bb<\/span><\/i>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2><span class=\"TextRun SCXW83872282 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW83872282 BCX0\" data-ccp-parastyle=\"heading 3\"><span class=\"TextRun SCXW257199888 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW257199888 BCX0\" data-ccp-parastyle=\"heading 3\"><span class=\"TextRun SCXW85000872 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW85000872 BCX0\" data-ccp-parastyle=\"heading 3\"><span class=\"TextRun SCXW35946742 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW35946742 BCX0\" data-ccp-parastyle=\"heading 2\"><span class=\"TextRun SCXW138057031 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW138057031 BCX0\" data-ccp-parastyle=\"heading 2\">La r\u00e9alit\u00e9 du centre de contact<\/span><\/span><span class=\"EOP Selected SCXW138057031 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:240}\">\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Dans de nombreuses organisations reposant encore sur des environnements historiques, les conseillers consacrent une part importante de leur temps \u00e0 rechercher des informations dans une multitude de syst\u00e8mes. Dans le m\u00eame temps, les t\u00e2ches de post-traitement mobilisent des heures pr\u00e9cieuses qui pourraient \u00eatre consacr\u00e9es \u00e0 l\u2019accompagnement des clients. Les superviseurs, quant \u00e0 eux, doivent souvent s\u2019appuyer sur des rapports incomplets ou retard\u00e9s, ce qui complique l\u2019identification des opportunit\u00e9s de coaching et la r\u00e9solution des probl\u00e8mes avant qu\u2019ils n&#39;affectent la performance.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">L\u2019orchestration de l\u2019exp\u00e9rience pilot\u00e9e par IA change profond\u00e9ment cette r\u00e9alit\u00e9. Elle permet de mettre automatiquement \u00e0 disposition les connaissances et le contexte client pertinents, directement dans le workflow des \u00e9quipes, r\u00e9duisant ainsi les efforts n\u00e9cessaires pour traiter chaque interaction. Les conversations peuvent \u00eatre synth\u00e9tis\u00e9es en temps r\u00e9el, limitant les t\u00e2ches administratives et permettant aux conseillers de consacrer davantage de temps \u00e0 ce qui compte vraiment\u00a0: le client. Parall\u00e8lement, les superviseurs b\u00e9n\u00e9ficient d\u2019une visibilit\u00e9 imm\u00e9diate sur les tendances de performance et les indicateurs op\u00e9rationnels. Ils peuvent ainsi adopter une approche plus proactive du coaching et favoriser une am\u00e9lioration continue \u00e0 l\u2019\u00e9chelle du centre de contact. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p>\u00c0 lui seul, <span data-contrast=\"none\">Genesys Cloud Agent Copilot<\/span><span data-contrast=\"auto\"> contribue \u00e0 r\u00e9duire les frictions en fournissant la bonne information au bon moment, sans que le conseiller ait \u00e0 la rechercher lui-m\u00eame. Il ne s&#39;agit pas d&#39;une simple am\u00e9lioration \u00e0 la marge. C&#39;est une transformation concr\u00e8te de l&#39;environnement de travail, qui apporte un soutien essentiel \u00e0 des \u00e9quipes souvent sous pression et leur donne les moyens de simplifier leur quotidien gr\u00e2ce \u00e0 la technologie.<\/span>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2><span class=\"EOP Selected CommentStart SCXW83872282 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\"><span class=\"TextRun SCXW98980336 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW98980336 BCX0\" data-ccp-parastyle=\"heading 2\">Pourquoi Genesys,<\/span><span class=\"NormalTextRun SCXW98980336 BCX0\" data-ccp-parastyle=\"heading 2\"> <\/span><span class=\"NormalTextRun SCXW98980336 BCX0\" data-ccp-parastyle=\"heading 2\"><\/span><span class=\"NormalTextRun SCXW98980336 BCX0\" data-ccp-parastyle=\"heading 2\"> <\/span><span class=\"NormalTextRun SCXW98980336 BCX0\" data-ccp-parastyle=\"heading 2\">et pourquoi maintenant\u00a0?<\/span><\/span><span class=\"EOP Selected SCXW98980336 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:240}\">\u00a0<\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Alors que les assureurs \u00e9valuent les plateformes d\u2019exp\u00e9rience client de nouvelle g\u00e9n\u00e9ration, Genesys continue de se distinguer sur plusieurs dimensions cl\u00e9s. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"3\"><span data-contrast=\"none\">Une pr\u00e9sence mondiale et une expertise \u00e9prouv\u00e9e<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">Genesys accompagne certains des plus grands assureurs au monde, dans l\u2019ensemble des branches de l\u2019assurance et sur une grande vari\u00e9t\u00e9 de cas d\u2019usage.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"3\"><span data-contrast=\"none\">Un rythme d\u2019innovation soutenu<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">De l\u2019IA agentique aux int\u00e9grations sectorielles, l\u2019innovation ne se limite pas \u00e0 une feuille de route. Elle est d\u00e9j\u00e0 d\u00e9ploy\u00e9e sur le terrain et fait partie int\u00e9grante de l\u2019ADN de Genesys.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"3\"><span data-contrast=\"none\">Une plateforme unifi\u00e9e et compl\u00e8te<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">Il ne s\u2019agit pas d\u2019un assemblage de solutions disparates. Genesys\u00a0Cloud est une plateforme unifi\u00e9e, con\u00e7ue pour l\u2019orchestration de l\u2019exp\u00e9rience pilot\u00e9e par\u00a0IA.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"3\"><span data-contrast=\"none\">Une innovation continue<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">Genesys poursuit ses investissements pour faire progresser l\u2019exp\u00e9rience client, un domaine qui constitue selon nous le prochain grand terrain de diff\u00e9renciation concurrentielle pour les assureurs.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<h4 aria-level=\"3\"><span data-contrast=\"none\">Une connaissance approfondie du secteur de l\u2019assurance<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h4>\n<p><span data-contrast=\"auto\">Nous ne comprenons pas seulement les centres de contact. Nous comprenons \u00e9galement les enjeux propres \u00e0 l\u2019assurance, ses contraintes op\u00e9rationnelles, r\u00e9glementaires et relationnelles.<\/span>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2><span class=\"EOP Selected CommentStart SCXW83872282 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\"><span class=\"EOP Selected SCXW98980336 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:240}\"><span class=\"TextRun SCXW208212177 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW208212177 BCX0\" data-ccp-parastyle=\"heading 2\">L&#39;argument en faveur d&#39;une d\u00e9passement du \u00ab\u00a0plut\u00f4t bien\u00a0\u00bb<\/span><\/span><span class=\"EOP Selected SCXW208212177 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:240}\">\u00a0<\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">Si votre entreprise affiche de bons r\u00e9sultats, c\u2019est sans doute le signe que ses fondamentaux sont solides. Mais l\u2019opportunit\u00e9 est immense pour passer d\u2019une organisation performante \u00e0 une v\u00e9ritable r\u00e9f\u00e9rence de son secteur. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Dans l\u2019assurance, c\u2019est souvent dans l\u2019\u00e9cart entre le <\/span><i><span data-contrast=\"auto\">satisfaisant<\/span><\/i><span data-contrast=\"auto\"> et l&#39;<\/span><i><span data-contrast=\"auto\">exceptionnel<\/span><\/i><span data-contrast=\"auto\"> que se construit l\u2019avantage concurrentiel. Devenir un acteur de r\u00e9f\u00e9rence peut se traduire par une meilleure fid\u00e9lisation des assur\u00e9s, une ma\u00eetrise accrue des ratios combin\u00e9s et des charges d\u2019exploitation, ainsi qu\u2019une rentabilit\u00e9 renforc\u00e9e. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span><\/p>\n<p><span data-contrast=\"auto\">Offrir une exp\u00e9rience client moderne ne consiste pas \u00e0 r\u00e9parer ce qui ne fonctionne plus.<\/span><br \/>\n<span data-contrast=\"auto\">Il s\u2019agit de lib\u00e9rer le potentiel aujourd\u2019hui inexploit\u00e9, notamment pour atteindre\u00a0: <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Une croissance plus rapide <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Une fid\u00e9lit\u00e9 client renforc\u00e9e <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des op\u00e9rations plus efficaces <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Des \u00e9quipes mieux accompagn\u00e9es, plus autonomes et moins sollicit\u00e9es par des t\u00e2ches \u00e0 faible valeur ajout\u00e9e <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Et surtout, des exp\u00e9riences qui paraissent simples et naturelles aux yeux des clients. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Les assureurs les mieux plac\u00e9s pour r\u00e9ussir au cours de la prochaine d\u00e9cennie ne seront pas ceux qui auront attendu l\u2019apparition de dysfonctionnements majeurs.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Ce seront ceux qui auront compris que lorsque tout va bien, c\u2019est pr\u00e9cis\u00e9ment le moment id\u00e9al pour franchir une nouvelle \u00e9tape.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Si vous cherchez \u00e0 cr\u00e9er de nouvelles opportunit\u00e9s de croissance, de performance op\u00e9rationnelle et de fid\u00e9lisation, d\u00e9couvrez comment <\/span><a href=\"https:\/\/www.genesys.com\/fr-fr\/solutions\/insurance\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Genesys aide les assureurs \u00e0 r\u00e9inventer l&#39;exp\u00e9rience \u00e0 chaque \u00e9tape du parcours client.<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\"> <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=\u00a0\u00bbstretch_row\u00a0\u00bb][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]J\u2019entends souvent la m\u00eame remarque de la part des dirigeants dans le secteur de l\u2019assurance\u00a0: \u00ab\u00a0Nous nous en sortons plut\u00f4t bien. Pourquoi remettre en question un mod\u00e8le rentable\u00a0?\u00a0\u00bb C&#39;est une question l\u00e9gitime. Les ratios de sinistralit\u00e9 et les ratios combin\u00e9s restent stables. Les scores de satisfaction client\u00a0(CSAT) sont corrects. Les centres de contact [&hellip;]<\/p>\n","protected":false},"author":1132,"featured_media":630782,"template":"","tax_priority":[],"tax_blogtype":[17749],"tax_blogcategory":[15951,17616,18470],"tax_contenttheme":[14897],"tax_bundle":[],"tax_contenttheme2":[16127],"tax_capability_sitewide":[16202,18156,18317],"tax_products_programs":[16482,17540],"tax_buying_job":[16625,16666],"tax_buyer_persona":[16888],"tax_sector":[16925,16978,17016,17033,16957,18513],"tax_segment":[17081,17099,17134],"class_list":["post-635420","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-fr-fr","tax_blogcategory-ai-and-machine-learning-fr-fr","tax_blogcategory-industries-fr-fr","tax_blogcategory-orchestration-dexperiences","tax_contenttheme-grow-your-business-fr-fr","tax_contenttheme2-improve-customer-experience-fr-fr","tax_capability_sitewide-ai-and-automation-fr-fr","tax_capability_sitewide-cloud-migration-fr-fr","tax_capability_sitewide-journey-management-fr-fr","tax_products_programs-genesys-ai-fr-fr","tax_products_programs-genesys-cloud-cx-fr-fr","tax_buying_job-job-1-problem-identification-fr-fr","tax_buying_job-job-2-solution-exploration-fr-fr","tax_buyer_persona-business-fr-fr","tax_sector-financial-fr-fr","tax_sector-industrial-fr-fr","tax_sector-public-fr-fr","tax_sector-retail-fr-fr","tax_sector-healthcare-fr-fr","tax_sector-technologies","tax_segment-enterprise-fr-fr","tax_segment-midsized-fr-fr","tax_segment-smb-fr-fr","tax_content_type-blog-fr-fr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog\/635420","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/1132"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog\/635420\/revisions"}],"predecessor-version":[{"id":635424,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/blog\/635420\/revisions\/635424"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/630782"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=635420"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=635420"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_blogtype?post=635420"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_blogcategory?post=635420"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=635420"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=635420"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=635420"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=635420"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=635420"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=635420"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=635420"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=635420"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=635420"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}