{"id":431235,"date":"2022-05-10T11:01:14","date_gmt":"2022-05-10T18:01:14","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/surveillance-et-assurance-qualite"},"modified":"2025-08-17T18:17:44","modified_gmt":"2025-08-18T01:17:44","slug":"quality-assurance-and-monitoring","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/fr-fr\/capabilities\/quality-assurance-and-monitoring","title":{"rendered":"Surveillance et assurance qualit\u00e9"},"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=\"\/fr-fr\/genesys-cloud\">Genesys Cloud CX<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/fr-fr\/capabilities\/wem-workforce-engagement-management\">Workforce Engagement Management (WEM)<\/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\u00bb583463&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\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>Surveillance et assurance qualit\u00e9<\/h1>\n<p class=\"text-22\">Am\u00e9liorez la qualit\u00e9 de chaque interaction et renforcez la conformit\u00e9<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"#demo\" 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>Am\u00e9liorez la qualit\u00e9 et att\u00e9nuez les risques<\/h2>\n<p>Une intelligence artificielle (IA) et des outils d&rsquo;analyse conversationnelle puissants permettent \u00e0 votre entreprise d\u2019optimiser la qualit\u00e9 de chaque interaction avec les clients, tout en assurant les ajustements n\u00e9cessaires et en limitant les erreurs.[\/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 css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Gain de temps gr\u00e2ce \u00e0 l&rsquo;automatisation<\/h3>\n<p>L\u2019IA s\u00e9lectionne automatiquement les interactions \u00e0 examiner, ce qui permet de d\u00e9tecter et de r\u00e9soudre rapidement les probl\u00e8mes.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Contr\u00f4le qualit\u00e9 des interactions en temps r\u00e9el<\/h3>\n<p>Misez sur l\u2019analyse conversationnelle pour identifier rapidement les tendances et proc\u00e9der \u00e0 des ajustements du comportement des conseillers. Vous am\u00e9liorerez ainsi la qualit\u00e9 du service et l\u2019efficacit\u00e9 op\u00e9rationnelle.[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">S\u00e9curit\u00e9 de vos clients et de votre entreprise<\/h3>\n<p>Enregistrez, suivez et analysez chaque interaction afin de respecter les exigences r\u00e9glementaires tout en optimisant s\u00e9curit\u00e9, conformit\u00e9 et performance.[\/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%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_1743757351296{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: 50%;'> -->\r\n    <div class='tour_frame-wrapper'>\r\n      <iframe class='skip-lazy' border='0' frameborder='0' src='https:\/\/www.genesys.com\/tours\/quality-assurance?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 c_sticky=\u00a0\u00bbyes\u00a0\u00bb width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bbcol-sm-8&Prime;][vc_single_image image=\u00a0\u00bb583464&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb][\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_row_inner][vc_column_inner el_class=\u00a0\u00bbcol-sm-10&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbmb-2&Prime;]<\/p>\n<h2>Renforcez votre conformit\u00e9 et b\u00e9n\u00e9ficiez d\u2019insights sur les besoins des clients gr\u00e2ce \u00e0 l\u2019assurance qualit\u00e9 pour centre d\u2019appel<\/h2>\n<p>Obtenir des informations plus d\u00e9taill\u00e9es sur les besoins et pr\u00e9f\u00e9rences des clients permet de leur fournir une meilleure assistance et d\u2019am\u00e9liorer leur satisfaction. Recueillez les donn\u00e9es dont vous avez besoin pour comprendre les tendances, les comportements des conseillers et d\u2019\u00e9ventuels d\u00e9ficits de connaissances. Vous pourrez ensuite affiner les programmes de formation afin que les conseillers progressent plus rapidement et am\u00e9liorent leur exp\u00e9rience tout comme celle des clients.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner ri_scrollable=\u00a0\u00bbyes\u00a0\u00bb][vc_column_inner][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Enregistrement de 100 % des interactions sans aucune perte de donn\u00e9es<\/h3>\n<p>Gr\u00e2ce \u00e0 l\u2019exportation en masse automatis\u00e9e vers votre espace priv\u00e9 Amazon S3, vous restez totalement propri\u00e9taire de tous vos enregistrements. De plus, gr\u00e2ce aux fonctions de pause s\u00e9curis\u00e9es et de consentement \u00e0 l\u2019enregistrement, vous pouvez prot\u00e9ger les donn\u00e9es des clients et assurer la conformit\u00e9.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Workflows automatis\u00e9s pour optimiser la qualit\u00e9 \u00e0 grande \u00e9chelle<\/h3>\n<p>Gagnez du temps en automatisant les t\u00e2ches r\u00e9p\u00e9titives gr\u00e2ce \u00e0 des actions bas\u00e9es sur des politiques, et non pas sur un \u00e9chantillonnage al\u00e9atoire ou une affectation manuelle. De plus, l\u2019assistance \u00e0 l\u2019\u00e9valuation pilot\u00e9e par IA pr\u00e9remplit automatiquement les questionnaires d\u2019\u00e9valuation.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">S\u00e9curit\u00e9 et conformit\u00e9 pour les entreprises<\/h3>\n<p>Assurez-vous de traiter correctement les donn\u00e9es sensibles avec des pratiques comme le chiffrement de bout en bout, des politiques personnalis\u00e9es de conservation des enregistrements, la protection contre la suppression, le consentement \u00e0 l\u2019enregistrement et le masquage des donn\u00e9es sensibles.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Tendances et insights cl\u00e9s g\u00e9n\u00e9r\u00e9s par l\u2019intelligence conversationnelle<\/h3>\n<p>La synth\u00e8se automatis\u00e9e par l\u2019IA et les analyses IA de Supervisor Copilot permettent d\u2019identifier facilement les probl\u00e8mes r\u00e9currents. L\u2019analyse conversationnelle offre une vue d\u2019ensemble compl\u00e8te des interactions, tandis que la traduction par IA assiste les \u00e9quipes internationales en traduisant les interactions \u00e0 la demande.[\/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][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:%22State%20of%20Customer%20Experience%2C%22%20Genesys%2C%202025&Prime;]<\/p>\n<p class=\"text-60 font-weight-bold\">30\u00a0%<\/p>\n<p class=\"text-22\">des consommateurs d\u00e9clarent avoir cess\u00e9 de faire affaire avec une entreprise apr\u00e8s une mauvaise exp\u00e9rience avec le service client<\/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>Am\u00e9liorez et optimisez chaque interaction gr\u00e2ce \u00e0 des outils de pointe pour la gestion qualit\u00e9<\/h2>\n<p>Les fonctions de gestion de la qualit\u00e9 de Genesys Cloud mesurent la conformit\u00e9 des enregistrements et effectuent des analyses vocales et textuelles pour am\u00e9liorer le feedback et le coaching, et ainsi optimiser les interactions en self-service et assist\u00e9es par un conseiller. L\u2019intelligence conversationnelle native transcrit chaque interaction en identifiant les sujets cl\u00e9s, les tendances, le ressenti du client et l\u2019empathie du conseiller sur tous les canaux.<\/p>\n<p>Ces informations vous permettent d\u2019am\u00e9liorer en permanence les performances de votre \u00e9quipe CX et de votre entreprise dans son ensemble. Les superviseurs peuvent se concentrer sur les tendances \u00e0 long terme pour proposer un coaching efficace tout en am\u00e9liorant les bots, les conseillers virtuels et les outils d\u2019assistance comme Agent Copilot pour une plus grande efficacit\u00e9.[\/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>G\u00e9rez et am\u00e9liorez chaque interaction, chaque jour<\/h2>\n<p>Chaque interaction client compte, qu\u2019elle m\u00e9rite d\u2019\u00eatre valoris\u00e9e ou qu\u2019elle constitue une opportunit\u00e9 de coaching. Exploitez toute la puissance de la plateforme Genesys Cloud pour ne laisser passer aucun d\u00e9tail.[\/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\">Enregistrement des interactions et des activit\u00e9s \u00e0 l\u2019\u00e9cran<\/h3>\n<p>La plateforme Genesys Cloud\u2122 inclut des fonctions s\u00e9curis\u00e9es de pause, de consentement \u00e0 l\u2019enregistrement et de masquage pour assurer une vue compl\u00e8te des performances des conseillers \u00e0 des fins de formation et de mise en conformit\u00e9.[\/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\">Gestion de la qualit\u00e9 et \u00e9valuations<\/h3>\n<p>Les insights g\u00e9n\u00e9r\u00e9s par IA garantissent des \u00e9valuations coh\u00e9rentes, tandis que l\u2019intelligence conversationnelle permet de d\u00e9couvrir des opportunit\u00e9s d\u2019am\u00e9lioration.[\/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\">Analyse vocale et textuelle par IA et intelligence conversationnelle<\/h3>\n<p>L\u2019IA analyse les interactions avec les clients en donnant un aper\u00e7u de leur ressenti, des tendances et des domaines \u00e0 am\u00e9liorer, y compris l\u2019empathie du conseiller.[\/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\">Voix du client (VoC)<\/h3>\n<p>L\u2019analyse conversationnelle r\u00e9v\u00e8le des tendances r\u00e9currentes et des insights, tandis que le feedback en temps r\u00e9el permet aux superviseurs d\u2019am\u00e9liorer en permanence l\u2019exp\u00e9rience client.[\/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\">Monitoring en temps r\u00e9el par les superviseurs<\/h3>\n<p>Am\u00e9liorez les performances des conseillers du centre de contact gr\u00e2ce au monitoring en temps r\u00e9el par les superviseurs. Ceux-ci peuvent intervenir par le biais d\u2019un coaching en direct ou d\u2019une intervention discr\u00e8te pendant l\u2019interaction.[\/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\">\u00c9valuations optimis\u00e9es par l&rsquo;IA<\/h3>\n<p>Obtenez des insights bas\u00e9s sur les donn\u00e9es gr\u00e2ce \u00e0 une mise en contexte explicative et pr\u00e9remplissez les \u00e9valuations d\u2019assurance qualit\u00e9 et de la performance des collaborateurs gr\u00e2ce \u00e0 la notation par IA de Virtual Supervisor.[\/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=\"\">D\u00e9couvrez 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 Aeromexico story\" title=\"Aeromexico\" href=\"#496789\"><img decoding=\"async\" class=\"company-logo\" alt=\"Aeromexico rgb x300\" src=\"https:\/\/www.genesys.com\/media\/Aeromexico_RGB_x300.png\" width=\"300\" height=\"48\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Metergy story\" title=\"Metergy\" href=\"#428148\"><img decoding=\"async\" class=\"company-logo\" alt=\"Metergy logo\" src=\"https:\/\/www.genesys.com\/media\/Metergy-Logo.svg\" width=\"211\" height=\"143\"><\/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=\"496789\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/aeromexico\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Customer story video thumbnail aeromexico\" src=\"https:\/\/www.genesys.com\/media\/customer-story_video-thumbnail_Aeromexico.jpg\" width=\"1216\" height=\"684\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-md\">\u00abLa nouvelle plateforme a \u00e9t\u00e9 un grand changement pour nous. Nous sommes pass\u00e9s de la recherche d\u2019informations segment par segment \u00e0 une visibilit\u00e9 compl\u00e8te sur toutes nos interactions clients en seulement quelques clics, ainsi que des enregistrements et des insights d\u2019assurance qualit\u00e9 qui nous permettent de mieux cibler nos feedbacks.\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Angelina Griselda Stankiewicz Ch\u00e1vez<\/p><p class=\"customer-title\">Directrice Senior Centre de contact, Aeromexico<\/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=\"428148\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/customer-stories\/metergy\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Woman uses smartphone in new home\" src=\"https:\/\/www.genesys.com\/media\/metergy.jpg\" width=\"626\" height=\"346\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-md\">\u00abLorsque nous recevons un appel ou un email, nous notons l\u2019interaction et communiquons le r\u00e9sultat aux conseillers, qui ne peuvent pas \u00e9valuern\u2019ont souvent pas conscience de leur propre comportement. Cela nous permet ensuite de planifier des sessions de coaching pour guider et optimiser leur performance.\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Maudrie Smith<\/p><p class=\"customer-title\">Directrice Customer Care Operations, Metergy Solutions<\/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%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=\"\">Explorez 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\/speech-and-text-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Analyse vocale et textuelle<\/h3><p>Utilisez l'analyse vocale et textuelle pour identifier les \u00e9v\u00e9nements majeurs, garantir la conformit\u00e9, identifier les opportunit\u00e9s de formation 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\/gamification-call-center-employees\"><div class=\"card-body\"><h3 class=\"h5\">Gamification<\/h3><p>Aidez les collaborateurs \u00e0 atteindre leurs objectifs de performance gr\u00e2ce \u00e0 des insights exploitables en temps r\u00e9el qui les motivent \u00e0 obtenir des r\u00e9sultats. <\/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\/employee-performance-management-tools\"><div class=\"card-body\"><h3 class=\"h5\">Gestion de la performance des collaborateurs<\/h3><p>Am\u00e9liorez les performances gr\u00e2ce \u00e0 la gamification. Les superviseurs obtiennent des insights en temps r\u00e9el sur les performances collectives et individuelles. Parall\u00e8lement, les collaborateurs suivent leurs r\u00e9sultats en temps r\u00e9el afin d'assurer leur propre r\u00e9ussite.<\/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\/workforce-scheduling-forecasting\"><div class=\"card-body\"><h3 class=\"h5\">Pr\u00e9vision et planification des effectifs<\/h3><p>Cr\u00e9ez des plannings pr\u00e9cis et flexibles en quelques minutes. Dotez le centre de contact d'effectifs suffisants, m\u00eame lorsque la demande est forte.<\/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>D\u00e9couvrez en d\u00e9tail comment maintenir des standards de qualit\u00e9 \u00e9lev\u00e9s<\/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>Automatisez l&rsquo;assurance qualit\u00e9 et la surveillance<\/h2>\n<p>Tirez un trait sur les pratiques de surveillance chronophages. Devenez un sp\u00e9cialiste de l\u2019assurance qualit\u00e9 du centre d\u2019appel gr\u00e2ce \u00e0 un logiciel pilot\u00e9 par IA. Celui-ci identifie et traite les domaines \u00e0 am\u00e9liorer avant qu\u2019ils ne deviennent des probl\u00e8mes. R\u00e9servez une d\u00e9mo pour d\u00e9couvrir comment l\u2019assurance qualit\u00e9 am\u00e9liore chaque interaction.[\/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 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\/431235\"><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\/431235\"><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\u00e9server une d\u00e9mo\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"R\u00e9server 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>Questions fr\u00e9quemment pos\u00e9es sur l&rsquo;assurance qualit\u00e9 et la surveillance<\/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\">Qu'est-ce que la gestion qualit\u00e9 ?<\/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 gestion qualit\u00e9 d\u00e9signe l\u2019ensemble des outils et des processus con\u00e7us pour g\u00e9rer les interactions de mani\u00e8re plus efficace et efficiente. Ce syst\u00e8me comprend l\u2019enregistrement des interactions et des \u00e9crans, la surveillance en temps r\u00e9el et des outils permettant de localiser et d\u2019\u00e9valuer les interactions enregistr\u00e9es. Ces solutions int\u00e8grent souvent des fonctions de reporting et d\u2019\u00e9talonnage, tout comme des capacit\u00e9s d\u2019analyse vocale et textuelle.<\/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\">Pourquoi l'enregistrement des interactions est-il important ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>L&rsquo;enregistrement des interactions permet de capturer et stocker les \u00e9changes entre clients et conseillers. Ces donn\u00e9es sont essentielles pour contr\u00f4ler les performances de traitement des appels de l&rsquo;\u00e9quipe. Il permet d&rsquo;\u00e9valuer la qualit\u00e9 du service fourni et l&rsquo;exp\u00e9rience globale du client. En utilisant des exemples de conversations r\u00e9elles, il favorise un coaching efficace et le d\u00e9veloppement des conseillers.<\/p>\n<p>L\u2019enregistrement des interactions est \u00e9galement n\u00e9cessaire pour assurer la conformit\u00e9 r\u00e9glementaire et la protection de la responsabilit\u00e9. Il r\u00e9pond aux normes de conformit\u00e9 sp\u00e9cifiques au secteur et \u00e0 la r\u00e9gion dans laquelle le service est fourni, tout en aidant \u00e0 r\u00e9soudre les r\u00e9clamations et les litiges.<\/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\">Comment fonctionne la notation automatis\u00e9e dans un centre de contact ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>L\u2019IA g\u00e9n\u00e9rative note les interactions en s\u2019appuyant sur une compr\u00e9hension en contexte pour r\u00e9pondre aux questions, tout en justifiant la note attribu\u00e9e. Cela garantit un processus d\u2019\u00e9valuation \u00e9quitable et \u00e9volutif. Cependant, il est important d\u2019adopter une approche \u00e9quilibr\u00e9e de la notation, conform\u00e9ment aux r\u00e9glementations encadrant l\u2019IA. La notation par IA de Genesys respecte strictement toutes les r\u00e9glementations mondiales applicables. Les superviseurs se gardent la possibilit\u00e9 d\u2019activer ou de d\u00e9sactiver la notation par IA, et toutes les notations g\u00e9n\u00e9r\u00e9es par IA doivent ensuite \u00eatre valid\u00e9es par un humain.<\/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 de l'assurance qualit\u00e9 ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Dans les centres de contact et les centres d\u2019appel, l\u2019assurance qualit\u00e9 permet de garantir la coh\u00e9rence et une efficacit\u00e9 op\u00e9rationnelle optimale. Ses m\u00e9thodologies \u00e9tablissent une norme de service unique pour toutes les \u00e9quipes de service client. Ces derni\u00e8res disposent ainsi de lignes directrices et de points de r\u00e9f\u00e9rence clairs afin d\u2019offrir un service client de premier ordre. L\u2019assurance qualit\u00e9 permet \u00e9galement d\u2019optimiser la performance des \u00e9quipes et permet aux responsables de centres de contact et centres d\u2019appel d\u2019identifier des axes de d\u00e9veloppement et de r\u00e9solution.<\/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\">En quoi consiste l'analyse vocale et textuelle ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>L\u2019analyse vocale et textuelle permet aux centres de contact de tirer des enseignements des dialogues entre clients et conseillers en se concentrant sur l\u2019analyse du ressenti et des sujets r\u00e9currents. Ces insights mettent en \u00e9vidence les domaines d\u2019am\u00e9lioration, de reconnaissance et de pr\u00e9occupation afin d\u2019aider les centres de contact \u00e0 mieux comprendre et servir clients et collaborateurs. Les fonctions d\u2019analyse vocale et textuelle fournissent une transcription et une analyse de 100 % des interactions afin de mieux comprendre les conversations entre clients et conseillers.<\/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 que l'assurance qualit\u00e9 dans un centre d'appel ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>L\u2019assurance qualit\u00e9 dans un centre d\u2019appel \u00e9value les performances des conseillers et garantit que les interactions sont conformes aux normes d\u2019excellence \u00e9tablies. En utilisant des outils comme le suivi des appels et les indicateurs de performance, les centres de contact am\u00e9liorent la satisfaction client, ce qui peut influencer directement le Net Promoter Score (NPS) et la fid\u00e9lit\u00e9 des clients.<\/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 l'assurance qualit\u00e9 et le contr\u00f4le qualit\u00e9 dans un centre d'appel ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Dans les centres d\u2019appel, l\u2019assurance qualit\u00e9 est proactive et se concentre sur les activit\u00e9s ax\u00e9es sur les processus. Son objectif est d\u2019optimiser les performances des conseillers. Pour cela, elle s\u2019appuie sur la formation r\u00e9guli\u00e8re des conseillers et sur des processus CX, comme les interactions sur les r\u00e9seaux sociaux, afin d\u2019atteindre les niveaux de service souhait\u00e9s.<\/p>\n<p>Le contr\u00f4le qualit\u00e9, lui, est r\u00e9actif. Il examine les interactions d\u00e9j\u00e0 termin\u00e9es pour s\u2019assurer qu\u2019elles r\u00e9pondent aux crit\u00e8res \u00e9tablis. Le contr\u00f4le qualit\u00e9 utilise des outils comme la surveillance des appels pour d\u00e9tecter et rectifier les erreurs.<\/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\">Comment cr\u00e9er un processus d'assurance qualit\u00e9 pour centre d'appel ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Pour mettre en place un programme d\u2019assurance qualit\u00e9 dans un centre d\u2019appel, il faut d\u2019abord d\u00e9finir des normes de service claires. Il peut s\u2019agir d\u2019indicateurs de performance comme le NPS. Ensuite, il convient de mettre en place des outils d\u2019enregistrement des interactions pour assurer le suivi des appels, d\u2019examiner r\u00e9guli\u00e8rement les interactions pour \u00e9valuer les performances des conseillers et leur fournir un retour.<\/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\">Comment r\u00e9ussir l'assurance qualit\u00e9 dans un centre d'appel ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Pour que les conseillers des centres d\u2019appel excellent dans l\u2019assurance qualit\u00e9, ils doivent comprendre et respecter les normes de service de l\u2019organisation. Outre les crit\u00e8res de r\u00e9f\u00e9rence comme le score NPS, les conseillers des centres d\u2019appel ont besoin d\u2019une formation r\u00e9guli\u00e8re attestant de leur comp\u00e9tence sur l\u2019ensemble des canaux. Il s\u2019agit notamment de la surveillance continue des r\u00e9seaux sociaux et des appels. Les conseillers doivent \u00e9galement se tenir au courant des indicateurs de performance et chercher \u00e0 obtenir du feedback afin d\u2019am\u00e9liorer leurs performances et de fid\u00e9liser les clients.<\/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\">Quel est le score d'assurance qualit\u00e9 dans un centre d'appel ?<\/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 score d\u2019assurance qualit\u00e9 \u00e9value la qualit\u00e9 des interactions entre clients et conseillers. Les scores d\u2019assurance qualit\u00e9 n\u2019ont pas de composantes fixes ou standardis\u00e9es dans le secteur ; chaque entreprise peut d\u00e9terminer comment son score d\u2019assurance qualit\u00e9 est mesur\u00e9 en fonction des indicateurs cl\u00e9s de performance (KPI) de son choix.<\/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\">Pourquoi l\u2019assurance qualit\u00e9 et la gestion des performances sont-elles n\u00e9cessaires ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>L\u2019assurance qualit\u00e9 et la gestion des performances jouent un r\u00f4le essentiel dans la r\u00e9ussite ou l\u2019\u00e9chec de vos efforts en mati\u00e8re d\u2019assistance client. Le processus d\u2019assurance qualit\u00e9 permet aux chefs d\u2019\u00e9quipe d\u2019\u00e9valuer les conseillers les plus performants, ceux qui ont besoin d\u2019une formation ou d\u2019un coaching, et de d\u00e9terminer pr\u00e9cis\u00e9ment les points forts et faibles de chacun. Les conseillers les plus performants sont ainsi mis \u00e0 l\u2019honneur et r\u00e9compens\u00e9s, et les conseillers moins performants peuvent \u00eatre amen\u00e9s \u00e0 un niveau r\u00e9pondant aux attentes des clients.<\/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\">Comment l'assurance qualit\u00e9 des centres d'appel peut-elle aider \u00e0 identifier les besoins de formation des conseillers ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Lorsqu\u2019elle est bien men\u00e9e, l\u2019assurance qualit\u00e9 des centres d\u2019appel est l\u2019outil id\u00e9al pour identifier les besoins en formation des conseillers du service client et \u00e9laborer des programmes de formation. Les meilleurs outils d\u2019assurance qualit\u00e9 int\u00e8grent une IA capable de transcrire automatiquement les interactions clients et de les analyser \u00e0 la recherche de d\u00e9clencheurs positifs et n\u00e9gatifs sp\u00e9cifiques. Un programme de formation peut facilement \u00eatre \u00e9labor\u00e9 \u00e0 partir de ces donn\u00e9es, sans qu\u2019une personne passe des heures \u00e0 examiner et \u00e0 transcrire chaque appel manuellement pour y trouver des informations.<\/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 indicateurs les plus utilis\u00e9s pour mesurer les performances en mati\u00e8re d'assurance qualit\u00e9 dans les centres d'appel ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Il existe un grand nombre d\u2019indicateurs de performance cl\u00e9s (KPI) utiles pour \u00e9valuer les performances d\u2019un centre d\u2019appel. Parmi les plus courants, on compte la r\u00e9solution au premier contact (FCR), le temps moyen de traitement (AHT), le taux de satisfaction client (CSAT), le Net Promoter Score (NPS), le taux d\u2019occupation et le niveau de service. Une fiche d\u2019\u00e9valuation de l\u2019assurance qualit\u00e9 respectueuse des bonnes pratiques peut contenir tout ou partie de ces indicateurs, voire plus.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<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][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bborder-md-1 order-5&Prime;][vc_single_image image=\u00a0\u00bb583463&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\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] Surveillance et assurance qualit\u00e9 Am\u00e9liorez la qualit\u00e9 de chaque interaction et renforcez la conformit\u00e9 [\/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\u00bb7\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Am\u00e9liorez la qualit\u00e9 et att\u00e9nuez les risques Une intelligence artificielle (IA) et des outils d&rsquo;analyse [&hellip;]<\/p>\n","protected":false},"author":308,"featured_media":0,"template":"","tax_cap_lobby":[17738],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[15305],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-431235","capabilities","type-capabilities","status-publish","hentry","tax_cap_lobby-wem-fr-fr","tax_bundle-employee-experience-fr-fr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/431235","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/capabilities"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/308"}],"version-history":[{"count":18,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/431235\/revisions"}],"predecessor-version":[{"id":588686,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/431235\/revisions\/588686"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=431235"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_cap_lobby?post=431235"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=431235"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=431235"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=431235"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=431235"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=431235"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=431235"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=431235"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=431235"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=431235"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=431235"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}