{"id":78906,"date":"2018-03-14T23:32:20","date_gmt":"2018-03-14T23:32:20","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&#038;p=78906"},"modified":"2026-01-01T23:02:12","modified_gmt":"2026-01-02T07:02:12","slug":"automated-routing","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/fr-fr\/capabilities\/automated-routing","title":{"rendered":"Routage pr\u00e9dictif"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[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 css=\u00a0\u00bb.vc_custom_1762451883407{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\/capabilities\">Fonctionnalit\u00e9s<\/a><\/div><div class=\"link-col\"><a class=\"breadcrumb-link\" href=\"\/fr-fr\/capabilities\/ai-and-automation\">Intelligence artificielle et automatisation<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime; el_class=\u00a0\u00bborder-md-1 order-5&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h1>Routage pr\u00e9dictif<\/h1>\n<p class=\"text-22\">Acc\u00e9l\u00e9rez vos KPI en optimisant le matching client\u2011agent avec l&rsquo;IA<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\" role=\"button\" data-bs-toggle=\"modal\" aria-haspopup=\"true\" data-target=\"#getStartedBox\"  class=\"btn btn-primary\" href=\"#getStartedBox\" target=\"\" rel=\"\">D\u00e9marrer<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"#demo\" target=\"\" rel=\"\">Demander une d\u00e9mo<\/a><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_single_image image=\u00a0\u00bb605745&Prime; css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb][\/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%7D%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: left;\">Personnalisez les exp\u00e9riences et automatisez les workflows d&rsquo;orchestration \u00e0 grande \u00e9chelle<\/h2>\n<p>Am\u00e9liorez vos relations clients et vos r\u00e9sultats m\u00e9tiers en attribuant le bon agent \u00e0 chaque interaction. L&rsquo;IA g\u00e8re et analyse les donn\u00e9es d&rsquo;interaction pour mettre en relation les clients avec l&rsquo;agent le plus susceptible de r\u00e9soudre leur probl\u00e8me.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][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\">Adaptation dynamique des r\u00e8gles de routage<\/h3>\n<p>Les r\u00e8gles statiques de type \u00ab\u00a0si-alors\u00a0\u00bb ne font plus le poids face aux masses de donn\u00e9es g\u00e9r\u00e9es par les centres de contact. D&rsquo;o\u00f9 l&rsquo;int\u00e9r\u00eat du routage par\u00a0IA, qui s&rsquo;adapte en temps r\u00e9el aux nouvelles donn\u00e9es.[\/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\">Acc\u00e8s optimis\u00e9 aux donn\u00e9es cruciales<\/h3>\n<p>Toutes les donn\u00e9es sont utilis\u00e9es pour prendre les d\u00e9cisions de routage, ce qui facilite les tests et la configuration des files d&rsquo;attente sur les canaux vocaux et digitaux.[\/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\">Alignement des objectifs op\u00e9rationnels sur les objectifs m\u00e9tiers<\/h3>\n<p>Optimisez le temps de traitement, augmentez la r\u00e9solution au premier contact\u00a0(FCR), r\u00e9duisez le taux d&rsquo;attrition, fid\u00e9lisez les clients et dynamisez les ventes gr\u00e2ce au routage bas\u00e9 sur les donn\u00e9es.[\/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][vc_row][vc_column width=\u00a0\u00bb5\/6&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;]\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: 62.5%;'> -->\r\n    <div class='tour_frame-wrapper'>\r\n      <iframe class='skip-lazy' border='0' frameborder='0' src='https:\/\/www.genesys.com\/tours\/predictive-engagement-tour?theme=glass' style='display: none;'><\/iframe>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  [\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Simplifiez la gestion des donn\u00e9es avec l&rsquo;IA<\/h2>\n<p>\u00c0 l\u2019heure actuelle, les centres d\u2019appel doivent traiter des volumes d\u2019appels importants, g\u00e9rer des attentes clients toujours plus \u00e9lev\u00e9es et suivre l\u2019\u00e9volution des exigences des entreprises. L&rsquo;IA permet d&rsquo;analyser des centaines de data points pour d\u00e9terminer l&rsquo;agent le mieux adapt\u00e9 \u00e0 chaque interaction. De plus, le routage pr\u00e9dictif \u00e9limine la planification manuelle et la maintenance des r\u00e8gles, ce qui permet d&rsquo;optimiser \u00e0 la fois les flux d&rsquo;appels et les KPI de l&rsquo;entreprise.[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Int\u00e9gration simplifi\u00e9e<\/h3>\n<p>Int\u00e9grez l&rsquo;IA pour \u00e9valuer le potentiel de chaque file d&rsquo;attente, cr\u00e9er une logique de routage client-agent, automatiser la pr\u00e9diction des r\u00e9sultats et identifier des tendances. Offrez \u00e0 vos collaborateurs des outils pilot\u00e9s par\u00a0IA et optimis\u00e9s en fonction des donn\u00e9es d&rsquo;interaction les plus r\u00e9centes.[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Gestion accessible de l&rsquo;IA<\/h3>\n<p>Permettez aux utilisateurs de tester et d&rsquo;impl\u00e9menter la logique de routage, qu&rsquo;ils aient ou non des comp\u00e9tences techniques. La logique bas\u00e9e sur l&rsquo;IA et le machine learning permet d&rsquo;optimiser les d\u00e9cisions de routage en fonction de KPI sp\u00e9cifiques.[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Optimisation des KPI de l&rsquo;entreprise<\/h3>\n<p>Am\u00e9liorez le temps de traitement moyen\u00a0(AHT) et la r\u00e9solution au premier contact via la fonctionnalit\u00e9 d&rsquo;\u00e9vitement du prochain contact ou NCA (Next Contact Avoidance). Le routage pr\u00e9dictif apprend au fil du temps et s&rsquo;adapte aux tendances et \u00e0 la demande en temps r\u00e9el.[\/vc_column_text][vc_column_text ct_style=\u00a0\u00bblist-block\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\">Mettez les clients en relation avec l&rsquo;agent le mieux adapt\u00e9 \u00e0 leurs besoins<\/h3>\n<p>L&rsquo;IA analyse les donn\u00e9es relatives aux agents, aux clients et aux interactions. Ainsi, elle identifie des tendances pour optimiser le matching client-agent (futurs besoins clients, m\u00e9thodes de r\u00e9solution de l&rsquo;agent, connaissances, etc.).[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_single_image image=\u00a0\u00bb605744&Prime; css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb][\/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 content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section][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-start \"  href=\"\/fr-fr\/resources\/how-ai-is-transforming-healthcare-payor-experiences\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-7\"><div class=\"content-container\"><h2 class=\"text-balance h3\">Transformez les exp\u00e9riences avec l&rsquo;IA dans les mutuelles et organismes d&rsquo;assurance maladie<\/h2>\n<p>D\u00e9couvrez comment l&rsquo;IA simplifie les processus, r\u00e9duit les co\u00fbts et augmente la satisfaction des membres.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">T\u00e9l\u00e9chargez l'eBook<\/div><\/div><\/div><div class=\"col-image col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset\"><img decoding=\"async\" width=\"641\" height=\"400\" src=\"https:\/\/www.genesys.com\/media\/Chunker_AI-use-cases-for-health-insurance_641x400.png\" alt=\"\" class=\"rounded\"><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/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 content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][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=\"h1\">49\u00a0%<\/p>\n<p class=\"text-24\">des consommateurs estiment que la r\u00e9solution au premier contact est l&rsquo;aspect le plus important d&rsquo;une interaction, et 48\u00a0% souhaitent avant tout b\u00e9n\u00e9ficier d&rsquo;une r\u00e9ponse rapide<\/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>Offrez des exp\u00e9riences optimales du premier coup<\/h2>\n<p>Avec les solutions de routage pr\u00e9dictif de Genesys, vous cernez r\u00e9ellement les souhaits et les besoins de vos clients tout en identifiant les points forts et les comportements de vos agents. L\u2019exploitation des donn\u00e9es relatives aux conseillers, aux clients et aux interactions vous permet de d\u00e9tecter des tendances, de prendre des d\u00e9cisions et de booster vos r\u00e9sultats.[\/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>Am\u00e9liorez \u00e0 la fois vos relations clients et vos r\u00e9sultats m\u00e9tiers<\/h2>\n<p>Optimiser l&rsquo;exp\u00e9rience client, ce n&rsquo;est pas seulement satisfaire vos clients\u00a0: c&rsquo;est aussi simplifier le travail de vos agents et booster vos r\u00e9sultats. Le routage pr\u00e9dictif de Genesys Cloud\u00a0am\u00e9liore l&rsquo;exp\u00e9rience client \u00e0 tous les niveaux, de l&rsquo;agent au client et dans toute l&rsquo;entreprise.[\/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\">L&rsquo;IA en toute transparence<\/h3>\n<p>Gagnez en visibilit\u00e9 et en transparence sur l&rsquo;utilisation de vos donn\u00e9es avec les mod\u00e8les d&rsquo;IA de Genesys\u00a0Cloud. Ceux-ci int\u00e8grent des fonctionnalit\u00e9s d&rsquo;IA explicable\u00a0(XAI) qui montrent quels data points ont le plus d&rsquo;impact sur les d\u00e9cisions de routage.[\/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\">L&rsquo;IA en toute simplicit\u00e9<\/h3>\n<p>Avec Genesys, vous pouvez fournir, tester et d\u00e9ployer de nouveaux mod\u00e8les de routage \u00e0 votre rythme, sans services suppl\u00e9mentaires ni frais d\u2019impl\u00e9mentation. C&rsquo;est simple\u00a0: vos mod\u00e8les d&rsquo;IA sont toujours \u00e0 jour.[\/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\">Optimisations \u00e0 l&rsquo;impact prouv\u00e9<\/h3>\n<p>D\u00e9terminez rapidement quelles files d&rsquo;attente d\u00e9tiennent le plus grand potentiel d&rsquo;optimisation et comparez les performances du routage pr\u00e9dictif \u00e0 vos m\u00e9thodes actuelles depuis un tableau de bord intuitif.[\/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\">Intelligence adaptative<\/h3>\n<p>Les mod\u00e8les d&rsquo;IA d\u00e9tectent automatiquement les tendances au sein de vos parcours clients et s&rsquo;adaptent en temps r\u00e9el pour optimiser les r\u00e9sultats m\u00e9tiers en continu.[\/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\">Donn\u00e9es unifi\u00e9es, contr\u00f4le simplifi\u00e9<\/h3>\n<p>G\u00e9rez les mod\u00e8les de routage et les files d&rsquo;attente depuis une interface utilisateur intuitive. Vos workflows d&rsquo;IA peuvent \u00eatre configur\u00e9s, test\u00e9s et d\u00e9ploy\u00e9s simplement sur tous les canaux.[\/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\">Aucune refonte n\u00e9cessaire<\/h3>\n<p>Le routage pr\u00e9dictif fonctionne avec vos r\u00e8gles de routage existantes. Optimisez progressivement et migrez \u00e0 votre rythme. Vos donn\u00e9es seront pr\u00eates \u00e0 passer \u00e0 l&rsquo;IA d\u00e8s que vous le serez.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: left;\">Nos clients t\u00e9moignent<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column]<div class=\"component-customer-carousel default-layout single-customer\" data-current-active=\"0\" data-layout=\"default\" data-count=\"1\"><div class=\"carousel-main-row\"><div class=\"carousel-content-col\"><div class=\"customer-content active\" data-href=\"547515\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/fr-fr\/customer-stories\/virgin-atlantic\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Virgin atlantic hero\" src=\"https:\/\/www.genesys.com\/media\/Virgin-Atlantic_hero.png\" width=\"652\" height=\"352\"><\/div><div class=\"customer-quote-col\"><img decoding=\"async\" class=\"company-logo\" alt=\"Virgin atlantic x300\" src=\"https:\/\/www.genesys.com\/media\/virgin-atlantic-x300.png\"  width=\"300\" height=\"72\"><p class=\"quote-content mb-2 quote-size-lg\">\u00abGr\u00e2ce \u00e0 Genesys Web Messaging, nous cl\u00f4turons 220 % de conversations de plus qu\u2019avec notre solution pr\u00e9c\u00e9dente. Nous avons donc doubl\u00e9 notre efficacit\u00e9.\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Louise Phillips<\/p><p class=\"customer-title\">Vice-pr\u00e9sidente des centres de service client, Virgin Atlantic<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Lire le t\u00e9moignage<\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb5\/12&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 width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/fr-fr\/capabilities\" target=\"\" rel=\"\">Voir toutes les fonctionnalit\u00e9s<\/a><\/div>[\/vc_column][\/vc_row][vc_row][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\/copilots\"><div class=\"card-body\"><h3 class=\"h5\">Agent Copilot<\/h3><p>Fournissez aux conseillers du service client une assistance en temps r\u00e9el pilot\u00e9e par IA pour am\u00e9liorer \u00e0 la fois l'efficacit\u00e9 et la qualit\u00e9 des interactions avec les clients.<\/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\/virtual-agents\"><div class=\"card-body\"><h3 class=\"h5\">Agent virtuel<\/h3><p>Optimisez votre self-service avec des bots pilot\u00e9s par\u00a0IA capables de comprendre le contexte et d'agir comme des agents humains pour offrir une exp\u00e9rience sup\u00e9rieure, en tout temps.<\/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\/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\/work-automation-and-task-routing\"><div class=\"card-body\"><h3 class=\"h5\">Automatisation des t\u00e2ches<\/h3><p>Exploitez des donn\u00e9es pr\u00e9cises et coh\u00e9rentes pour prendre des d\u00e9cisions plus \u00e9clair\u00e9es dans l'ensemble du back-office.<\/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\/predictive-web-engagement\"><div class=\"card-body\"><h3 class=\"h5\">Engagement pr\u00e9dictif<\/h3><p>Utilisez l'IA pour aller chercher les clients en ligne \u00e0 l'instant T en leur proposant la meilleure offre ou ressource.<\/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-studio\"><div class=\"card-body\"><h3 class=\"h5\">Genesys\u00a0Cloud\u00a0AI\u00a0Studio<\/h3><p>Cr\u00e9ez et innovez des exp\u00e9riences pilot\u00e9es par\u00a0IA depuis un hub s\u00e9curis\u00e9 et centralis\u00e9. Acc\u00e9l\u00e9rez et simplifiez les innovations\u00a0IA en toute s\u00e9curit\u00e9 et \u00e0 grande \u00e9chelle avec Genesys Cloud AI\u2122 Guides.<\/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\/knowledge-management\"><div class=\"card-body\"><h3 class=\"h5\">Outils de gestion des connaissances<\/h3><p>Fournissez toujours les bonnes informations gr\u00e2ce \u00e0 des outils de gestion des connaissances pilot\u00e9s par l'IA. \r\n<\/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\/voicebots\"><div class=\"card-body\"><h3 class=\"h5\">Voicebots<\/h3><p>Cr\u00e9ez des voicebots dot\u00e9s de la compr\u00e9hension du langage naturel (NLU) et automatisez davantage de conversations vocales.<\/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%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: left;\">Le routage pr\u00e9dictif au service de l&rsquo;exp\u00e9rience client<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn chevron btn-secondary\" href=\"\/fr-fr\/resources\" target=\"\" rel=\"\">Consultez toutes les ressources<\/a><\/div>[\/vc_column][\/vc_row][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1671472677528{padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;}\u00a0\u00bb][vc_column][\/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_1741334671940{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>Moins de transferts, des clients plus satisfaits\u00a0: lib\u00e9rez la puissance du routage automatis\u00e9<\/h2>\n<p>Mettez les clients en relation avec le bon agent d\u00e8s la premi\u00e8re fois et personnalisez les parcours pour am\u00e9liorer la satisfaction client.[\/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\/78906\"><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\/78906\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"267390\">\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=\"D\u00e9couvrir la solution en action\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"D\u00e9couvrir la solution en action\" 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 font-weight-bold\">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 routage automatis\u00e9<\/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=\"3\"><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 logiciel de routage des appels ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Un logiciel de routage des appels oriente les appels entrants vers l&rsquo;agent ou le d\u00e9partement le plus appropri\u00e9 en fonction de crit\u00e8res pr\u00e9d\u00e9finis (motif de l&rsquo;appel, comp\u00e9tences requises, disponibilit\u00e9 de l&rsquo;agent, emplacement de l&rsquo;appelant, valeur ajout\u00e9e pour l&rsquo;entreprise, 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\">Qu'est-ce que le routage intelligent automatis\u00e9 des appels ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Ces syst\u00e8mes de routage utilisent des technologies avanc\u00e9es comme l&rsquo;IA et le machine learning pour diriger les appels dans un centre de contact. Ils analysent divers facteurs (motif de l&rsquo;appel, historique du client, comp\u00e9tences de l&rsquo;agent, etc.) et identifient l&rsquo;agent le mieux qualifi\u00e9 pour r\u00e9pondre \u00e0 chaque appel. Cette approche optimise l&rsquo;efficacit\u00e9 op\u00e9rationnelle, les performances des agents et la satisfaction 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\">Qu'est-ce qu'un syst\u00e8me de routage automatis\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>Un syst\u00e8me de routage automatis\u00e9 oriente les clients vers le conseiller le plus susceptible de les aider en fonction de leurs besoins, de leurs comportements et de leurs objectifs.<\/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 le routage automatis\u00e9 fonctionne-t-il avec des applications personnalis\u00e9es ?<\/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 personnalisation permet de d\u00e9finir les r\u00e8gles de routage des interactions. Vos priorit\u00e9s peuvent varier en fonction des besoins sp\u00e9cifiques de votre entreprise, qu&rsquo;il s&rsquo;agisse d&rsquo;attribuer l&rsquo;agent le mieux adapt\u00e9 \u00e0 une situation donn\u00e9e, de r\u00e9duire le temps d&rsquo;attente ou d&rsquo;autres objectifs. Avec une application personnalis\u00e9e, vous n&rsquo;avez pas besoin d&rsquo;adopter une approche pr\u00e9d\u00e9termin\u00e9e pour b\u00e9n\u00e9ficier du plein potentiel de votre moteur de routage.<\/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'IA am\u00e9liore-t-elle le routage des tickets ?<\/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;IA r\u00e9duit le temps consacr\u00e9 au routage manuel des tickets en faisant le gros du travail \u00e0 votre place. \u00c0 partir des r\u00e8gles de votre choix, l\u2019IA identifie l&rsquo;agent le plus appropri\u00e9 pour traiter chaque appel, ce qui facilite le processus pour les conseillers, le raccourcit pour les responsables et le rend plus satisfaisant pour les clients.<\/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%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1762451883407{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\u00bb5\/12&Prime; el_class=\u00a0\u00bborder-md-1 order-5&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Routage pr\u00e9dictif Acc\u00e9l\u00e9rez vos KPI en optimisant le matching client\u2011agent avec l&rsquo;IA [\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; offset=\u00a0\u00bbvc_col-sm-offset-1&Prime;][vc_single_image image=\u00a0\u00bb605745&Prime; css=\u00a0\u00bb\u00a0\u00bb rounded_corners=\u00a0\u00bbrounded-lg\u00a0\u00bb][\/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%7D%5D\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb5\/12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] Personnalisez les exp\u00e9riences et automatisez les workflows d&rsquo;orchestration \u00e0 grande \u00e9chelle Am\u00e9liorez vos relations clients et vos [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","tax_cap_lobby":[17709],"tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-78906","capabilities","type-capabilities","status-publish","hentry","tax_cap_lobby-ai-and-automation-fr-fr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/78906","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\/1"}],"version-history":[{"count":22,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/78906\/revisions"}],"predecessor-version":[{"id":609883,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/capabilities\/78906\/revisions\/609883"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=78906"}],"wp:term":[{"taxonomy":"tax_cap_lobby","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_cap_lobby?post=78906"},{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=78906"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=78906"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=78906"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=78906"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=78906"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=78906"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=78906"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=78906"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=78906"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=78906"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}