{"id":267387,"date":"2019-02-08T12:01:47","date_gmt":"2019-02-08T20:01:47","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=267387"},"modified":"2026-03-19T13:41:44","modified_gmt":"2026-03-19T20:41:44","slug":"interactive-voice-response-ivr","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/fr-fr\/capabilities\/interactive-voice-response-ivr","title":{"rendered":"SVI"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb el_class=\u00a0\u00bbno-shadow\u00a0\u00bb][vc_column]<div class=\"component breadcrumbs theme-\"><div class=\"links-row w-100 d-flex flex-wrap align-items-center justify-content-start\"><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/genesys-cloud\">Genesys Cloud CX<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/capabilities\/call-center-software\">Contact center software<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bborder-md-1 order-5&Prime;][vc_single_image image=\u00a0\u00bb564153&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h1>Serveur vocal interactif\u00a0(SVI)<\/h1>\n<p class=\"text-22\">Facilitez les interactions avec les solutions\u00a0SVI en self-service<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"#d\u00e9mo\" target=\"\" rel=\"\">D\u00e9marrer<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/fr-fr\/campaign\/request-a-demo\" target=\"\" rel=\"\">Demander une d\u00e9mo<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Offrez des exp\u00e9riences fluides \u00e0 vos clients et collaborateurs<\/h2>\n<p>Fluidifiez le parcours client gr\u00e2ce \u00e0 des fonctionnalit\u00e9s\u00a0SVI intelligentes. D\u00e9lestez vos agents de requ\u00eates r\u00e9p\u00e9titives et donnez \u00e0 vos clients la possibilit\u00e9 de r\u00e9gler eux-m\u00eames des demandes \u00e0 toute heure du jour ou de la nuit.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/3&Prime; el_class=\u00a0\u00bborder-md-1 order-5&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Connectez vos clients 24\/7<\/h3>\n<p>Gr\u00e2ce aux solutions SVI cloud, les clients peuvent vous contacter comme ils le souhaitent, quand ils le souhaitent et b\u00e9n\u00e9ficier d&rsquo;une assistance personnalis\u00e9e.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">R\u00e9duisez la charge de travail de vos conseillers<\/h3>\n<p>Automatisez les demandes de routine pour laisser vos agents se recentrer sur l&rsquo;essentiel, c&rsquo;est \u00e0 dire les conversations plus complexes.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Assurez la coh\u00e9rence de toutes les interactions<\/h3>\n<p>Du self-service \u00e0 l&rsquo;assistance en direct, chaque transfert est facile. Les clients n&rsquo;ont jamais \u00e0 se r\u00e9p\u00e9ter et les agents connaissent d\u00e9j\u00e0 tout l&rsquo;historique.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=\u00a0\u00bbvisible\u00a0\u00bb background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1743736402127{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_row][vc_column]\r\n  <style>\r\n    .tour_embed { position: relative; margin-left: auto; margin-right: auto; border-radius: 1.5rem; }\r\n    .tour_frame-wrapper { position: relative; }\r\n    .tour_embed iframe { width: 100%; }\r\n    .tour_frame-wrapper #gctour {\r\n      width: 100%;\r\n    }\r\n\r\n    \/* .tour_embed iframe { position: absolute; top: 0; right: 0; bottom: 0; left: 0; height: 100%; width: 100%; } *\/\r\n  <\/style>\r\n\r\n  <div class='tour_embed overflow-hidden' style='max-width: none;'>\r\n    <!-- <div class='tour_frame-wrapper' style='padding-bottom: 51.953125%;'> -->\r\n    <div class='tour_frame-wrapper'>\r\n      <iframe class='skip-lazy' border='0' frameborder='0' src='https:\/\/www.genesys.com\/tours\/multicloud-cx-ivr?theme=glass' style='display: none;'><\/iframe>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  [\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Le self-service en toute simplicit\u00e9<\/h2>\n<p>Offrir une exp\u00e9rience client exceptionnelle, c&rsquo;est d&rsquo;abord simplifier et personnaliser les engagements, du SVI au conseiller humain et au-del\u00e0. Apportez des r\u00e9ponses rapides, proactives et adapt\u00e9es aux pr\u00e9f\u00e9rences de chaque client.<br \/>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Optimisez les interactions en langage naturel gr\u00e2ce aux solutions\u00a0de SVI conversationnel<\/h3>\n<p>Utilisez l&rsquo;intelligence artificielle (IA) pour combiner reconnaissance vocale, saisie DTMF (multifr\u00e9quence \u00e0 deux tonalit\u00e9s) et compr\u00e9hension du langage naturel\u00a0(NLU) afin de reconna\u00eetre les intentions et d&rsquo;y r\u00e9pondre. Le contexte est transf\u00e9r\u00e9 de mani\u00e8re transparente pour un service rapide et personnalis\u00e9.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Am\u00e9liorez les interactions client en self-service<\/h3>\n<p>Transf\u00e9rez le contexte des conversations en temps r\u00e9el pour permettre \u00e0 l&rsquo;\u00e9quipe de support client de bien faire son travail, am\u00e9liorant de fait l&rsquo;exp\u00e9rience client et collaborateur.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Facilitez la cr\u00e9ation de parcours SVI et self-service<\/h3>\n<p>Configurez, concevez et g\u00e9rez des parcours en self-service \u00e0 l&rsquo;aide d&rsquo;un \u00e9diteur visuel en glisser\u2011d\u00e9poser. D&rsquo;autres outils sophistiqu\u00e9s vous permettent de personnaliser l&rsquo;exp\u00e9rience pour identifier et r\u00e9soudre rapidement les probl\u00e8mes des clients.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Exploitez la puissance de nos applications pr\u00e9int\u00e9gr\u00e9es<\/h3>\n<p>Cr\u00e9ez des solutions \u00e0 l&rsquo;aide d&rsquo;applications multilingues pr\u00eates \u00e0 l&#8217;emploi, int\u00e9gr\u00e9es en natif dans votre <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/call-center-software\">solution de centre de contact<\/a>. Ajoutez de nouvelles applications et de nouveaux bots selon vos besoins sans devoir repenser toute votre logique m\u00e9tier.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text ct_style=\u00a0\u00bbstat\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb ct_stat_link=\u00a0\u00bburl:%2Ffr-fr%2Fresources%2Fstate-of-cx|title:%E2%80%9CState%20of%20Customer%20Experience%2C%E2%80%9D%20Genesys%2C%202025&Prime;]<\/p>\n<p class=\"text-60 font-weight-bold\">28\u00a0%<\/p>\n<p class=\"text-22\">des responsables\u00a0CX dans le monde affirment que l&rsquo;utilisation du self-service comme levier d&rsquo;efficacit\u00e9 constitue leur priorit\u00e9\u00a0CX n\u00b0\u00a01.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Personnalisez toutes les interactions en self-service<\/h2>\n<p>Plus les conversations sont interactives, plus les clients se sentent compris et valoris\u00e9s. Le SVI n&rsquo;est que la premi\u00e8re \u00e9tape pour r\u00e9pondre \u00e0 leurs besoins\u00a0: Genesys fournit des fonctionnalit\u00e9s NLU et d&rsquo;IA pr\u00e9dictive qui cr\u00e9ent des exp\u00e9riences que les clients appr\u00e9cient.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=\u00a0\u00bbenable\u00a0\u00bb background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb el_class=\u00a0\u00bbbg-cover bg-150-md bg-center bg-norepeat\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}\u00a0\u00bb][vc_row r_gutter_size=\u00a0\u00bbgutter-small\u00a0\u00bb background_color=\u00a0\u00bbbgc-glass\u00a0\u00bb equal_height=\u00a0\u00bbyes\u00a0\u00bb el_class=\u00a0\u00bbpy-3 px-1 px-lg-3 rounded mt-0&Prime;][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>D\u00e9veloppez de nouvelles strat\u00e9gies cloud de SVI et de self-service adapt\u00e9es aux besoins des clients<\/h2>\n<p>Vous connaissez vos clients mieux que quiconque. C&rsquo;est pourquoi Genesys Cloud\u2122 IVR vous permet de personnaliser les flux, le routage et les int\u00e9grations pour vous donner la possibilit\u00e9 de construire les parcours dont vos clients ont besoin. [\/vc_column_text][\/vc_column][vc_column el_class=\u00a0\u00bbmt-2&Prime;][vc_row_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">G\u00e9n\u00e9rateur de flux par glisser-d\u00e9poser<\/h3>\n<p>Vous connaissez vos clients mieux que quiconque. C&rsquo;est pourquoi Genesys Cloud\u2122 IVR vous permet de personnaliser les flux, le routage et les int\u00e9grations pour vous donner la possibilit\u00e9 de construire les parcours dont vos clients ont besoin. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Prise en charge omnicanale des conseillers virtuels<\/h3>\n<p>La solution prend en charge les canaux vocaux et num\u00e9riques et permet de pr\u00e9server le contexte et l&rsquo;historique des conversations lorsque un agent humain prend le relais.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Activation vocale<\/h3>\n<p>Utilisez la technologie de reconnaissance vocale automatique pour faciliter la navigation des clients dans le menu. Vous pouvez \u00e9galement recourir \u00e0 des fonctionnalit\u00e9s NLU natives et tierces pour augmenter la pr\u00e9cision. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Identification du client<\/h3>\n<p>Veillez \u00e0 ce que vos clients n&rsquo;aient jamais \u00e0 se r\u00e9p\u00e9ter, m\u00eame lorsqu&rsquo;ils sont transf\u00e9r\u00e9s du self-service \u00e0 un agent en direct. Vous am\u00e9liorerez ainsi la satisfaction client tout en r\u00e9duisant le temps d&rsquo;appel de vos conseillers. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Routage personnalis\u00e9<\/h3>\n<p>Orchestrez facilement les interactions en fonction de vos connaissances sur le client. Au fil du temps, adaptez les interactions avec les clients en fonction de leurs pr\u00e9f\u00e9rences de self-service et fournissez aux agents le contexte n\u00e9cessaire pour personnaliser chaque interaction. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">API ouvertes<\/h3>\n<p>L&rsquo;utilisation d&rsquo;API ouvertes vous permet de mieux g\u00e9rer les flux d&rsquo;appels, les invites audio et d&rsquo;autres donn\u00e9es. Utilisez une vari\u00e9t\u00e9 d&rsquo;outils et d&rsquo;int\u00e9grations flexibles pour cr\u00e9er des solutions adapt\u00e9es \u00e0 vos besoins.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Standard automatique et SVI de base<\/h3>\n<p>Choisissez la configuration de base pour les options vocales et les applications SVI si c&rsquo;est tout ce dont vous avez besoin. Utilisez les touches et les invites vocales. Transmettez les donn\u00e9es \u00e0 votre <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/automatic-call-distribution-acd\">syst\u00e8me ACD<\/a>. Obtenez les rapports SVI avanc\u00e9s dont vous avez besoin.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">SVI adaptatif<\/h3>\n<p>Cr\u00e9ez des applications en self-service qui s&rsquo;adaptent de mani\u00e8re dynamique au parcours des clients. Reprenez les transactions en cours ou d\u00e9clenchez des campagnes de vente, de recouvrement ou de fid\u00e9lisation personnalis\u00e9es, le tout en temps r\u00e9el.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Nos clients t\u00e9moignent<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=\u00a0\u00bborder-5&Prime; offset=\u00a0\u00bbvc_col-md-4&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/fr-fr\/customer-stories\" target=\"\" rel=\"\">Consulter tous les t\u00e9moignages<\/a><\/div>[\/vc_column][vc_column]<div class=\"component-customer-carousel default-layout\" data-current-active=\"0\" data-layout=\"default\" data-count=\"2\"><div class=\"carousel-main-row\"><div class=\"carousel-logo-col\"><div class=\"logo-nav-item active\"><a class=\"logo-nav\" aria-label=\"View Best Buy Canada story\" title=\"Best Buy Canada\" href=\"#591441\"><img decoding=\"async\" class=\"company-logo\" alt=\"Best buy canada   geek squad logo\" src=\"https:\/\/www.genesys.com\/media\/Best-Buy-Geek-Squad-logo-lock-up.png\" width=\"840\" height=\"217\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Maximus story\" title=\"Maximus\" href=\"#501419\"><img decoding=\"async\" class=\"company-logo\" alt=\"Maximus logox350\" src=\"https:\/\/www.genesys.com\/media\/Maximus-logox350.png\" width=\"350\" height=\"45\"><\/a><\/div><\/div><div class=\"carousel-content-col\"><button aria-label=\"Previous panel\" title=\"Previous panel\" class=\"prev-control carousel-controls hidden\"><\/button><div class=\"customer-content active\" data-href=\"591441\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/best-buy-canada\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Best buy canada store\" src=\"https:\/\/www.genesys.com\/media\/Best-Buy-Mobile-store-2.jpg\" width=\"657\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-sm\">\u00ab\u00ab\u00a0La mise en \u0153uvre d'un SVI avec compr\u00e9hension du langage naturel a permis de r\u00e9duire le temps de traitement en collectant en amont les informations dont les agents ont besoin pour chaque interaction. Auparavant, les agents devait parfois consulter jusqu'\u00e0 trois syst\u00e8mes d\u00e8s le d\u00e9but d'un appel.  D\u00e9sormais, ils peuvent se concentrer imm\u00e9diatement sur le service au client.\u00a0\u00bb\u00bb<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Lire le t\u00e9moignage<\/div><\/div><\/div><\/a><\/div><div class=\"customer-content\" data-href=\"501419\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/maximus\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Call center workers\" src=\"https:\/\/www.genesys.com\/media\/Maximus_hero.jpg\" width=\"626\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-sm\">\u00ab\u00ab\u00a0L'offre CCaaS de Genesys a su se d\u00e9marquer des autres solutions qui demandent \u00e9norm\u00e9ment de configurations et de connexions VPN. Plus besoin de g\u00e9rer de multiples produits non int\u00e9gr\u00e9s pour le SVI, l'enregistrement des appels, la gestion de la qualit\u00e9 et des effectifs. Nous sommes particuli\u00e8rement satisfaits du support et des services Genesys, qui sont efficacement g\u00e9r\u00e9s en interne et non externalis\u00e9s.\u00a0\u00bb\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">\u2014 Charles Skowron<\/p><p class=\"customer-title\">Architecte IT principal senior, Maximus<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Lire le t\u00e9moignage<\/div><\/div><\/div><\/a><\/div><button aria-label=\"Next panel\" title=\"Next panel\" class=\"next-control carousel-controls\"><\/button><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section flair=\u00a0\u00bb%5B%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1714506662607{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\u00a0\u00bb][vc_row][vc_column offset=\u00a0\u00bbvc_col-md-offset-1 vc_col-md-10&Prime;]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-end \"  href=\"\/fr-fr\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack-flipped card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" width=\"474\" height=\"298\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Gartner_MQ_Chunkers_2025.png\" alt=\"\" ><\/div><div class=\"col-content col-md-7 mt-1 mt-lg-0\"><div class=\"content-container\"><p><img decoding=\"async\" class=\"attachment-thumbnail size-thumbnail vc_single_image-img\" style=\"max-width: 175px;\" src=\"https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg\" sizes=\"(max-width: 175px) 100vw, 175px\" srcset=\"https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 264w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 300w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 566w, https:\/\/www.genesys.com\/media\/d6672569-gartnerlogo-gray.svg 1244w\" alt=\"Logo Gartner\" width=\"264\" height=\"61\" \/><\/p>\n<p>Gartner\u00ae Magic Quadrant\u2122\u00a02025 du Contact Center as a Service\u00a0(CCaaS)<\/p>\n<p class=\"h5 text-balance\">Gartner nomme Genesys parmi les leaders de son Magic\u00a0Quadrant pour la 11\u00e8me ann\u00e9e cons\u00e9cutive<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Consultez le rapport Gartner<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><style type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1714506662607{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%5D\u00a0\u00bb][vc_row css=\u00a0\u00bb.vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>D\u00e9couvrez les autres possibilit\u00e9s offertes par Genesys<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=\u00a0\u00bborder-5&Prime; offset=\u00a0\u00bbvc_col-md-6&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/fr-fr\/capabilities\" target=\"\" rel=\"\">Afficher toutes les fonctionnalit\u00e9s<\/a><\/div>[\/vc_column][vc_column]<div class=\"capability-list icon-card-bg row gutter-small\"><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/automatic-call-distribution-acd\"><div class=\"card-body\"><h3 class=\"h5\">ACD<\/h3><p>Assurez-vous que chaque client b\u00e9n\u00e9ficie toujours de l'assistance ad\u00e9quate gr\u00e2ce \u00e0 un routage intelligent et bas\u00e9 sur les comp\u00e9tences. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/inbound\"><div class=\"card-body\"><h3 class=\"h5\">Communications entrantes<\/h3><p>Facilitez la communication avec votre entreprise. Proposez votre assistance et d\u00e9passez les attentes des clients sur tous les canaux.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/collaboration-tools\"><div class=\"card-body\"><h3 class=\"h5\">Communications et collaboration unifi\u00e9es<\/h3><p>Facilitez la collaboration et les communications, le tout \u00e0 partir d'une plateforme unique ou d'une solution tierce.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/outbound\"><div class=\"card-body\"><h3 class=\"h5\">Communications sortantes<\/h3><p>Menez des communications proactives, rapides, personnalis\u00e9es et contextuelles sur tous les canaux pour am\u00e9liorer votre relation client.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/digital\"><div class=\"card-body\"><h3 class=\"h5\">Engagement client digital<\/h3><p>Dotez vos \u00e9quipes d'une suite tout-en-un de fonctionnalit\u00e9s digitales\u00a0\u2013 ou de votre propre solution.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/ai-and-automation\"><div class=\"card-body\"><h3 class=\"h5\">Intelligence artificielle et automatisation<\/h3><p>Renforcez les exp\u00e9riences omnicanales. R\u00e9pondez aux besoins de vos clients gr\u00e2ce \u00e0 un bot d'assistance, \u00e0 des insights bas\u00e9s sur les donn\u00e9es et bien plus encore.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/call-center-software\"><div class=\"card-body\"><h3 class=\"h5\">Logiciel de centre de contact pilot\u00e9 par IA<\/h3><p>Faites passer l'exp\u00e9rience client au niveau sup\u00e9rieur gr\u00e2ce \u00e0 la technologie leader de centres de contact de Genesys.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/reporting-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Reporting et analyses<\/h3><p>Donnez \u00e0 vos \u00e9quipes les moyens de performer en leur offrant des outils simples et des donn\u00e9es pertinentes. Exploitez les insights sur les interactions pour garantir des exp\u00e9riences clients omnicanales irr\u00e9prochables.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/voice-services\"><div class=\"card-body\"><h3 class=\"h5\">Services vocaux<\/h3><p>Soyez pr\u00e9sent pour les clients qui pr\u00e9f\u00e8rent encore une assistance par t\u00e9l\u00e9phone gr\u00e2ce \u00e0 des services vocaux adapt\u00e9s \u00e0 votre entreprise. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-md-6 col-xl-3 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/wem-workforce-engagement-management\"><div class=\"card-body\"><h3 class=\"h5\">Workforce Engagement Management (WEM)<\/h3><p>Donnez \u00e0 vos collaborateurs les outils, le soutien et les opportunit\u00e9s de d\u00e9veloppement professionnel dont ils ont besoin pour aimer vraiment ce qu'ils font.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary only\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>R\u00e9inventez votre exp\u00e9rience client<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column elemental_order=\u00a0\u00bborder-5&Prime; offset=\u00a0\u00bbvc_col-md-6&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-center\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/fr-fr\/resources\" target=\"\" rel=\"\">D\u00e9couvrir toutes les ressources<\/a><\/div>[\/vc_column][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row align-items-stretch gutter-small col-count-4 scrollable-row\"><div class=\"col-12 primary-item grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component-cta-block centered cta-text-end\" href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/wem-checklist-get-the-most-out-of-your-workforce\"><div class=\"row align-items-stretch image-stack chevron-only card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/Beyond-basic-WEM-Maximize-the-value-of-your-workforce.png\" height=\"480\" width=\"880\" alt=\"Beyond basic wem\"><\/div><div class=\"col-content col-md-7 mt-lg-0\"><div class=\"content-container align-self-start align-self-md-center\"><p class=\"assettag\">Checklist<\/p><h3 class=\"item-title\">Cr\u00e9ez votre solution WEM id\u00e9ale<\/h3><p class=\"brief-desc text-20 mb-0\">\u00c9valuez et classez les nombreuses options de Workforce Engagement Management disponibles sur le march\u00e9.<\/p><\/div><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/practical-guide-workforce-engagement\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Practical-guide-to-modern-workforce-engagement.png\" height=\"480\" width=\"880\" alt=\"Practical guide to modern workforce engagement\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Guide pratique<\/p><h3 class=\"item-title h6\">Engagement collaborateur en 2025 : le guide pratique<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/contact-center-buyers-guide\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/820x464-Resource-Thumbnail-Ebook-Buyers-Guide-for-AI-and-CX.jpg\" height=\"464\" width=\"820\" alt=\"820&#215;464 resource thumbnail ebook buyers guide for ai and cx\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">eBook<\/p><h3 class=\"item-title h6\">Guide d'achat pour les centres de contact<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/analysts-and-users-agree-genesys-cloud-cx-leading-contact-center-platform\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Genesys-Cloud-is-a-leading-contact-center-platform-threads-thumbnail.png\" height=\"550\" width=\"982\" alt=\"Genesys cloud is a leading contact center platform threads thumbnail\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Rapport<\/p><h3 class=\"item-title h6\">Genesys se classe parmi les leaders des plateformes WFO<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\u00a0\u00bbenable\u00a0\u00bb background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1741334683100{background-image: url(https:\/\/www.genesys.com\/media\/Threads-Right-Wave.png?id=549945) !important;}\u00a0\u00bb el_class=\u00a0\u00bbpx-0 py-2 px-md-5 py-md-5&Prime; el_id=\u00a0\u00bbdemo\u00a0\u00bb][vc_row background_color=\u00a0\u00bbbgc-glass\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb el_class=\u00a0\u00bbform-card\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Dotez vos clients d&rsquo;options de self-service automatis\u00e9<\/h2>\n<p>Les clients souhaitent acc\u00e9der aux informations pertinentes et r\u00e9soudre leurs probl\u00e8mes par eux-m\u00eames. Proposez-leur des moyens pratiques d&rsquo;obtenir un service client \u00e0 n&rsquo;importe quel moment, sur n&rsquo;importe quel canal. Gr\u00e2ce au self-service, am\u00e9liorez la satisfaction client, le routage et la qualit\u00e9 des interactions. Demandez une d\u00e9mo pour d\u00e9couvrir la simplicit\u00e9 du SVI sur la plateforme Genesys Cloud.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"inline\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  data-target=\".thank-you\" ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Heureux de vous revoir,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Ce n\u2019est pas vous ?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7010d000001KeaxAAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/267387\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"capabilities\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"fr-fr\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/267387\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"371875\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"E-mail professionnel\" placeholder=\"E-mail professionnel\">\n        <label for=\"fe192\">E-mail professionnel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Pr\u00e9nom\">\n        <label for=\"fe190\">Pr\u00e9nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nom\">\n        <label for=\"fe191\">Nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"T\u00e9l\u00e9phone\">\n        <label for=\"fe215\">T\u00e9l\u00e9phone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Cadre sup\u00e9rieur<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Directeur<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Ing\u00e9nieur\/Architecte<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyste<\/option><option value=\"Partner\">Partenaire<\/option><option value=\"Staff\">Personnel<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe219\">R\u00f4le<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">R\u00e9clamations<\/option><option value=\"Collections\">Collecte<\/option><option value=\"Contact Center Management\">Gestion du centre de contact<\/option><option value=\"Customer Experience\">Exp\u00e9rience client<\/option><option value=\"Customer Service\">Service client<\/option><option value=\"Ecommerce\/Digital Channels\">E-commerce\/canaux digitaux<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Ressources humaines<\/option><option value=\"Influencer\">Influenceur<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">SVI<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Gestion des op\u00e9rations\/processus<\/option><option value=\"Production Management\">Gestion de la production<\/option><option value=\"Purchasing\">Achats<\/option><option value=\"Sales\">Ventes<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe218\">D\u00e9partement<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Nom de la soci\u00e9t\u00e9\">\n        <label for=\"fe193\">Nom de la soci\u00e9t\u00e9<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pays<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">D\u00e9partement\/r\u00e9gion<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Ville\">\n        <label for=\"fe226\">Ville<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Intitul\u00e9 du poste\">\n        <label for=\"fe220\">Intitul\u00e9 du poste<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banque<\/option><option value=\"Business Services\">Services commerciaux<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">\u00c9nergie et services publics<\/option><option value=\"Entertainment\">Divertissement<\/option><option value=\"Government\">Service public<\/option><option value=\"Insurance\">Assurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologies<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Autre<\/option>\n        <\/select>\n        <label for=\"fe221\">Industrie<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Recherches pr\u00e9liminaires<\/option><option value=\"Gathering business requirements\">\u00c9tablissement d\u2019un cahier des charges<\/option><option value=\"Comparing solutions\">Comparaison de solutions<\/option><option value=\"Ready for a conversation\">Pr\u00eat \u00e0 engager une discussion<\/option>\n        <\/select>\n        <label for=\"fe222\">Domaine d\u2019int\u00e9r\u00eat<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1 \u00e0 20<\/option><option value=\"21-50\">21 \u00e0 50<\/option><option value=\"51-100\">51 \u00e0 100<\/option><option value=\"101-300\">101 \u00e0 300<\/option><option value=\"301-500\">301 \u00e0 500<\/option><option value=\"501-1000\">501 \u00e0 1\u00a0000<\/option><option value=\">1000\">Plus de 1\u00a0000<\/option><option value=\"No Contact Center\">Pas un centre de contact<\/option><option value=\"Don't Know\">Ne sait pas<\/option>\n        <\/select>\n        <label for=\"fe225\">Nombre de postes agents<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Oui. Me tenir inform\u00e9 par e-mail ou par t\u00e9l\u00e9phone des informations relatives \u00e0 Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Je souhaite \u00eatre contact\u00e9 par un expert CX<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Hot Lead\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"R\u00e9servez une d\u00e9mo\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"R\u00e9servez une d\u00e9mo\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbthank-you\u00a0\u00bb]<\/p>\n<p class=\"h4\">Merci de votre int\u00e9r\u00eat.<\/p>\n<p>Nous vous contacterons directement pour d\u00e9finir la date et l&rsquo;heure qui vous conviennent.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Foire aux questions sur le SVI<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb5\/6&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Quels sont les exemples de serveur vocal interactif ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Le serveur vocal interactif (SVI) est une technologie de t\u00e9l\u00e9phonie qui permet aux clients d&rsquo;interagir avec le syst\u00e8me t\u00e9l\u00e9phonique d&rsquo;une entreprise via la num\u00e9rotation vocale ou par tonalit\u00e9. Exemple\u00a0: un client appelle une banque et est accueilli par un menu vocal automatis\u00e9 qui indique\u00a0: \u00ab\u00a0Appuyez sur 1 pour consulter le solde de votre compte. Appuyez sur 2 pour acc\u00e9der aux services de carte de cr\u00e9dit. Appuyez sur 3 pour parler \u00e0 un conseiller du service client\u00a0\u00bb, etc.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Existe-t-il d'autres termes pour d\u00e9signer un serveur vocal interactif ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Oui, un SVI peut \u00e9galement \u00eatre appel\u00e9 \u00ab\u00a0syst\u00e8me vocal automatis\u00e9\u00a0\u00bb ou \u00ab\u00a0unit\u00e9 de serveur vocal\u00a0\u00bb (VRU, Voice Response Unit).<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Quels sont les avantages du serveur vocal interactif ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Les syst\u00e8mes SVI offrent plusieurs avantages. Ils peuvent g\u00e9rer de grands volumes d&rsquo;appels, effectuer le routage des appels vers le service ou le conseiller appropri\u00e9, fournir des informations\u00a024\/7 et contribuer \u00e0 r\u00e9duire les co\u00fbts d&rsquo;exploitation en automatisant les requ\u00eates courantes, lib\u00e9rant ainsi du temps aux conseillers pour g\u00e9rer des probl\u00e8mes plus complexes.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Qu'est-ce qu'un SVI Cloud ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Comme tout autre type de SVI, le SVI Cloud permet \u00e0 un client d&rsquo;interagir avec votre syst\u00e8me t\u00e9l\u00e9phonique par la voix ou avec son clavier, sans l&rsquo;intervention d&rsquo;un conseiller humain, \u00e0 la diff\u00e9rence pr\u00e8s qu&rsquo;il est h\u00e9berg\u00e9 dans le cloud plut\u00f4t que sur un syst\u00e8me informatique sur site. L&rsquo;h\u00e9bergement d&rsquo;une instance SVI dans le cloud offre une plus grande flexibilit\u00e9\u00a0: \u00e0 mesure que votre entreprise \u00e9volue, vous n&rsquo;aurez pas besoin d&rsquo;acheter de nouveaux mat\u00e9riels et \u00e9quipements pour assurer la mont\u00e9e en capacit\u00e9 de votre instance\u00a0SVI.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Quelle est la diff\u00e9rence entre un conseiller virtuel et un syst\u00e8me SVI ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>La principale diff\u00e9rence entre un syst\u00e8me SVI et un <a href=\"\/fr-fr\/capabilities\/virtual-agents\">conseiller virtuel<\/a> r\u00e9side dans leur niveau de complexit\u00e9. Un syst\u00e8me\u00a0SVI standard est beaucoup plus simple\u00a0: il comporte un ensemble de questions programm\u00e9es et de r\u00e9ponses \u00e0 ces questions. Il pose d&rsquo;abord les questions et, en fonction des r\u00e9ponses, fait \u00e9voluer le client \u00e0 travers un workflow. Mais il ne s&rsquo;adapte pas \u00e0 la vol\u00e9e, et si une question \u00e0 laquelle il ne peut pas r\u00e9pondre lui est pos\u00e9e, il transf\u00e8re simplement le client \u00e0 un conseiller humain.<\/p>\n<p>En revanche, un conseiller virtuel est plus adaptatif et agile. Un conseiller virtuel standard utilise l&rsquo;IA pour r\u00e9pondre aux questions qui ne se trouvent pas dans l&rsquo;arborescence de questions et pour trouver des r\u00e9ponses qui n&rsquo;ont pas \u00e9t\u00e9 programm\u00e9es par une personne. Un conseiller virtuel ne peut pas tout savoir, et tout comme un SVI, il transf\u00e9rera une interaction vers un humain s&rsquo;il n&rsquo;est pas en capacit\u00e9 de r\u00e9pondre. Cependant, un conseiller virtuel simule une conversation avec une personne de mani\u00e8re beaucoup plus naturelle.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Quelle est la diff\u00e9rence entre un SVI et un SVI conversationnel ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>La complexit\u00e9 g\u00e9r\u00e9e par le SVI conversationnel se situe entre le SVI classique et le conseiller virtuel. Alors que le SVI normal ne peut g\u00e9rer que des questions, des r\u00e9ponses et un parcours client pr\u00e9programm\u00e9s, le SVI conversationnel va un peu plus loin. Il utilise l&rsquo;IA conversationnelle, le machine\u00a0learning et le <a href=\"https:\/\/www.genesys.com\/fr-fr\/definitions\/what-is-natural-language-processing\">traitement ou la compr\u00e9hension du langage naturel<\/a>\u00a0(NLP, NLU) pour identifier et comprendre de nouvelles questions.<\/p>\n<p>Cependant, un SVI conversationnel peut avoir plus de difficult\u00e9s qu&rsquo;un conseiller virtuel \u00e0 r\u00e9pondre \u00e0 de nouvelles questions. Bien que ces deux options soient pilot\u00e9es par IA, le conseiller virtuel s&rsquo;apparente davantage \u00e0 une intelligence humaine, tandis que le SVI conversationnel n&rsquo;est qu&rsquo;une arborescence t\u00e9l\u00e9phonique plus agile.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Quels sont les secteurs qui utilisent le plus souvent des syst\u00e8mes de serveur vocal interactif (SVI) ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Les syst\u00e8mes\u00a0SVI sont couramment utilis\u00e9s dans les secteurs qui g\u00e8rent de grands volumes d&rsquo;interactions avec les clients. Les op\u00e9rateurs t\u00e9l\u00e9coms s&rsquo;appuient sur le SVI pour acheminer les appels, traiter les demandes de renseignements sur les comptes et r\u00e9soudre les probl\u00e8mes courants. Les banques et les \u00e9tablissements financiers utilisent le SVI pour la consultation s\u00e9curis\u00e9e des soldes, les paiements et les signalements de fraude, permettant ainsi aux clients d&rsquo;acc\u00e9der rapidement aux informations sans attendre un agent.<\/p>\n<p>Dans le secteur de la sant\u00e9, le SVI prend en charge la planification des rendez-vous, le renouvellement des ordonnances, les rappels de rendez-vous et bien plus encore. Les retailers et les enseignes d&rsquo;e-commerce l&rsquo;utilisent pour suivre les commandes, g\u00e9rer les retours et offrir un support client\u00a024\/7. Les fournisseurs d&rsquo;\u00e9nergie, d&rsquo;eau ou d&rsquo;acc\u00e8s Internet utilisent le SVI pour signaler les pannes, traiter les paiements et diffuser des informations de service.<\/p>\n<p>Dans l&rsquo;ensemble, les secteurs qui ont besoin d&rsquo;une communication efficace et automatis\u00e9e et d&rsquo;une grande disponibilit\u00e9 de service d\u00e9pendent fortement des syst\u00e8mes SVI.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Quelles sont les fonctionnalit\u00e9s indispensables d'une solution SVI ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Optez pour des outils qui facilitent l&rsquo;exp\u00e9rience des clients comme des \u00e9quipes. Un bon syst\u00e8me doit \u00eatre facilement personnalisable, ce qui vous permet de cr\u00e9er des flux d&rsquo;appels, de mettre \u00e0 jour les menus et d&rsquo;ajouter de nouvelles options sans avoir recours \u00e0 un codage complexe. La reconnaissance vocale et la compr\u00e9hension du langage naturel peuvent rendre les interactions plus intuitives, en permettant aux appelants de parler naturellement au lieu de naviguer dans de longs menus num\u00e9riques.<\/p>\n<p>Vous devez \u00e9galement donner la priorit\u00e9 aux capacit\u00e9s d&rsquo;int\u00e9gration, en veillant \u00e0 ce que le SVI se connecte \u00e0 votre logiciel\u00a0CRM, \u00e0 vos outils de billetterie et \u00e0 d&rsquo;autres syst\u00e8mes m\u00e9tiers. Cela permet d&rsquo;offrir un service personnalis\u00e9 et de r\u00e9duire les t\u00e2ches manuelles. Les analyses et les rapports sont tout aussi importants, car ils vous donnent une visibilit\u00e9 sur les sch\u00e9mas d&rsquo;appel, les points d&rsquo;abandon et le comportement des clients.<\/p>\n<p>Enfin, privil\u00e9giez des capacit\u00e9s robustes de scalabilit\u00e9 et de fiabilit\u00e9, afin que le SVI puisse g\u00e9rer les pics de volume sans interruption. 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