{"id":226745,"date":"2020-01-13T23:58:22","date_gmt":"2020-01-14T07:58:22","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=226745"},"modified":"2026-10-12T23:48:25","modified_gmt":"2026-10-13T06:48:25","slug":"genesys-cloud","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/fr-fr\/genesys-cloud","title":{"rendered":"Genesys Cloud CX"},"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%7D%5D\u00a0\u00bb][vc_row el_id=\u00a0\u00bbgenesys-cx-hero\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"eyebrow\" style=\"color: var(--text-default-secondary, #3d496d);\">GENESYS CLOUD<\/p>\n<h1>L\u2019IA agentique au service de chaque exp\u00e9rience client<\/h1>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\">Une plateforme unique qui unifie l\u2019ensemble de vos activit\u00e9s de relation client, avec une IA qui orchestre les interactions, renforce la productivit\u00e9 et acc\u00e9l\u00e8re la transformation de l\u2019entreprise.<br \/>\n<\/span>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/fr-fr\/tour\" target=\"\" rel=\"\">Demander une d\u00e9mo<\/a><a role=\"button\"  class=\"btn btn-ff-primary chevron video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/18rNQO8A9Nw\" target=\"\" rel=\"\">D\u00e9couvrir en vid\u00e9o<\/a><\/div>[\/vc_column][vc_column][vc_single_image image=\u00a0\u00bb638749&Prime; css=\u00a0\u00bb\u00a0\u00bb el_id=\u00a0\u00bbcloud-hero\u00a0\u00bb][\/vc_column][\/vc_row][\/vc_section][vc_section sec_wrap_no=\u00a0\u00bbenable\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_id=\u00a0\u00bbgenesys-cx-nav\u00a0\u00bb][vc_row r_wrap_no=\u00a0\u00bbenable\u00a0\u00bb][vc_column c_wrap_no=\u00a0\u00bbenable\u00a0\u00bb]\n  <header class=\"octobeam-secondary sticky-top\">\n    <div class=\"container\">\n      <nav class=\"navbar rounded-3 navbar-expand-lg w-100\">\n        <a class=\"navbar-brand animated\" href=\"\/fr-fr\/genesys-cloud\">\n          <img decoding=\"async\" class=\"genesys-logo\" width=\"200\" height=\"36\" src=\"https:\/\/www.genesys.com\/media\/Genesys-cloud-logo-2.png\" alt=\"Logo\">\n        <\/a>\n        <button class=\"navbar-toggler collapsed\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\".octobeam-secondary-nav\" aria-label=\"Toggle navigation\">\n          <i class=\"fa-kit fa-chevron-up\"><\/i>\n        <\/button>\n        <div class=\"navbar-collapse collapse octobeam-secondary-nav\">\n          <ul class=\"navbar-nav primarydrop\">\n            <li class=\"nav-item\"><a class=\"nav-link\" href=\"#capabilities\">Capacit\u00e9s<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#platform\">Plateforme<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#teams\">\u00c9quipes<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#customer-stories\">Clients<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#resources\">Ressources<\/a><\/li>\n          <\/ul>\n          <ul class=\"navbar-nav seconddrop ms-auto\">\n            <li class=\"nav-item kraken-started\">\n              <a class=\"nav-link\" role=\"button\" href=\"#\"><div class=\"btn btn-secondary small mt-0\">D\u00e9marrer<\/div><\/a>\n            <\/li>\n          <\/ul>\n        <\/div>\n      <\/nav>\n    <\/div>\n  <\/header>\n  [vc_raw_js]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[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbgenesys-cx-model\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: center;\">Le nouveau mod\u00e8le op\u00e9rationnel de l&rsquo;exp\u00e9rience client<\/h2>\n<p style=\"text-align: center;\">L\u2019exp\u00e9rience client est devenue le principal facteur de diff\u00e9renciation. Pour prendre une longueur d\u2019avance, l\u2019orchestration agentique s\u2019impose comme un levier strat\u00e9gique. La plateforme Genesys Cloud\u2122 donne vie \u00e0 ce nouveau mod\u00e8le op\u00e9rationnel \u00e0 grande \u00e9chelle, en optimisant chaque interaction pour am\u00e9liorer les r\u00e9sultats m\u00e9tier et maximiser la valeur de vos investissements dans l\u2019IA.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1787705486859{background-color: #F9F8F5 !important;border-radius: 35px !important;}\u00a0\u00bb el_id=\u00a0\u00bbmodel-items\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/5&Prime; el_class=\u00a0\u00bbcx-model-card\u00a0\u00bb][vc_single_image image=\u00a0\u00bb638689&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb si_max_width=\u00a0\u00bb48px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Perception<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Analyse les signaux, le contexte, les donn\u00e9es et l\u2019\u00e9tat de votre \u00e9cosyst\u00e8me technologique afin d\u2019obtenir une vision compl\u00e8te de chaque situation.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/5&Prime; el_class=\u00a0\u00bbcx-model-card\u00a0\u00bb][vc_single_image image=\u00a0\u00bb638692&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb el_id=\u00a0\u00bbcard\u00a0\u00bb si_max_width=\u00a0\u00bb48px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Raisonnement<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Prend des d\u00e9cisions adaptatives en s\u2019appuyant sur le contexte, les conversations en temps r\u00e9el et les objectifs de l\u2019entreprise.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/5&Prime; el_class=\u00a0\u00bbcx-model-card\u00a0\u00bb][vc_single_image image=\u00a0\u00bb638693&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb si_max_width=\u00a0\u00bb48px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb.vc_custom_1787704763552{border-radius: 15px !important;border-color: #F1EFEA !important;}\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Action<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Mobilise les ressources et les syst\u00e8mes appropri\u00e9s pour ex\u00e9cuter les actions n\u00e9cessaires et acc\u00e9l\u00e9rer la r\u00e9solution.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/5&Prime; el_class=\u00a0\u00bbcx-model-card\u00a0\u00bb][vc_single_image image=\u00a0\u00bb638694&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb si_max_width=\u00a0\u00bb48px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Optimisation<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Apprend en continu des r\u00e9sultats obtenus afin d\u2019am\u00e9liorer les performances au fil du temps.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/5&Prime; el_class=\u00a0\u00bbcx-model-card\u00a0\u00bb][vc_single_image image=\u00a0\u00bb638695&Prime; alignment=\u00a0\u00bbcenter\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb si_max_width=\u00a0\u00bb48px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: center;\">Gouvernance<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: center;\">Apprend en continu des r\u00e9sultats obtenus afin d\u2019am\u00e9liorer les performances au fil du temps.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbcapabilities\u00a0\u00bb el_class=\u00a0\u00bbcx-roulette\u00a0\u00bb][vc_row el_class=\u00a0\u00bbcapabilities-row\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bbcontent\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"eyebrow\" style=\"color: var(--text-default-secondary, #3d496d);\">CAPACIT\u00c9S<\/p>\n<h2>Encadrez l&rsquo;autonomie des agents<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nAttirez et fid\u00e9lisez vos clients gr\u00e2ce \u00e0 des interactions plus rapides, plus pertinentes et plus personnalis\u00e9es. Optez pour une IA capable d\u2019anticiper, d\u2019agir et d\u2019\u00e9valuer les r\u00e9sultats, dans le respect de vos r\u00e8gles m\u00e9tiers et de vos exigences de gouvernance.<br \/>\n<\/span><\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/fr-fr\/capabilities\/ai-and-automation\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Cr\u00e9ez, testez et pilotez vos agents IA depuis un environnement unique<\/h3><p class=\"text-16 link-desc\">Appuyez chaque action sur des connaissances valid\u00e9es. Connectez vos agents IA \u00e0 vos syst\u00e8mes, coordonnez-les entre eux et contr\u00f4lez leur fonctionnement avant leur mise en production.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Traitez davantage de demandes gr\u00e2ce \u00e0 des agents virtuels experts disponibles 24\/7<\/h3><p class=\"text-16 link-desc\">Offrez un service coh\u00e9rent dans toutes les langues avec des agents IA capables de comprendre le contexte, de d\u00e9cider et d\u2019agir de mani\u00e8re autonome.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">D\u00e9ployez l\u2019engagement pilot\u00e9 par IA sur tous les canaux<\/h3><p class=\"text-16 link-desc\">\u00c9tendez vos agents IA \u00e0 la voix, au messaging, au web, aux r\u00e9seaux sociaux, \u00e0 WhatsApp et au-del\u00e0, tant pour les interactions entrantes que sortantes.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_02_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Voice ai agent instructions panel alongside a personal banking virtual agent profile card.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_02_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Personal banking agentic virtual agent chat interface with a customer message about disputing a charge.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_02_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Banking virtual agent interface showing channel options voice, messaging, email, and social alongside an email conversation.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbgenesys-cx-orchestrate\u00a0\u00bb el_class=\u00a0\u00bbcx-roulette\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bbcontent\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Orchestrez les parcours client \u00e0 l&rsquo;\u00e9chelle de l&rsquo;entreprise<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nAugmentez la valeur vie de chaque client en orchestrant des parcours personnalis\u00e9s et en automatisant les processus qui les sous-tendent, \u00e0 travers vos points de contact, vos syst\u00e8mes et vos partenaires.<br \/>\n<\/span><\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"fr-fr\/capabilities\/customer-journey-management\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Unifiez les donn\u00e9es, la m\u00e9moire et le contexte en temps r\u00e9el<\/h3><p class=\"text-16 link-desc\">Collectez, enrichissez et activez chaque signal afin d\u2019alimenter des d\u00e9cisions adaptatives, pertinentes et toujours contextualis\u00e9es.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Orientez chaque parcours vers le meilleur r\u00e9sultat<\/h3><p class=\"text-16 link-desc\">Identifiez l\u2019intention du client et dirigez-le vers la bonne ressource, qu\u2019il s\u2019agisse d\u2019un collaborateur, d\u2019un agent IA ou d\u2019un workflow automatis\u00e9, sans perdre le contexte de l\u2019\u00e9change.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Automatisez les op\u00e9rations qui sous-tendent chaque exp\u00e9rience<\/h3><p class=\"text-16 link-desc\">Connectez les \u00e9quipes front-office et back-office afin de fluidifier les processus les plus complexes et d\u2019acc\u00e9l\u00e9rer leur r\u00e9solution de bout en bout.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_01_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Customer profile card showing contact details, outcomes achieved, and segments for a customer named steven bell.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_01_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Journey management diagram showing interaction history and a predictive model with a propensity to churn breakdown chart.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_01_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Case details panel showing a vip package, customer transportation info, and case performance metrics.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbgenesys-cx-augment\u00a0\u00bb el_class=\u00a0\u00bbcx-roulette\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bbcontent\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Renforcez l\u2019expertise et la performance de vos collaborateurs<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nDonnez \u00e0 chaque \u00e9quipe les moyens d\u2019exceller gr\u00e2ce \u00e0 une IA qui accompagne les collaborateurs au quotidien, am\u00e9liore la productivit\u00e9 et favorise la mont\u00e9e en comp\u00e9tences avec un accompagnement personnalis\u00e9 en temps r\u00e9el.<br \/>\n<\/span>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/fr-fr\/capabilities\/wem-workforce-engagement-management\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Traitez chaque demande client depuis un espace de travail unifi\u00e9, pilot\u00e9 par IA<\/h3><p class=\"text-16 link-desc\">R\u00e9unissez copilotes, contexte client, connaissances et outils d\u2019IA dans une interface unique pour offrir un service plus rapide, plus pertinent et plus personnalis\u00e9.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Am\u00e9liorez les performances gr\u00e2ce \u00e0 un d\u00e9veloppement personnalis\u00e9<\/h3><p class=\"text-16 link-desc\">Transformez les donn\u00e9es de performance temps r\u00e9el en actions concr\u00e8tes de coaching, d\u2019apprentissage, de reconnaissance et de progression.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Int\u00e9grez Genesys Cloud AI \u00e0 vos processus CRM<\/h3><p class=\"text-16 link-desc\">Synchronisez le contexte client et enrichissez votre CRM avec des capacit\u00e9s d\u2019IA, de routage intelligent, d\u2019engagement des \u00e9quipes et de gestion omnicanale.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_03_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Ai powered copilot panel recommending actions like recalling an espresso maker and flagging potential customer churn.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_03_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Agent scorecard summary showing performance metrics including average handle time, after call work rate, and quality scores.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_03_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Crm interface with a copilot panel and customer profile showing loyalty points.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbgenesys-cx-optimize\u00a0\u00bb el_class=\u00a0\u00bbcx-roulette\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bbcontent\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Analysez, adaptez et optimisez en temps r\u00e9el<\/h2>\n<p><span style=\"color: var(--text-default-secondary, #3d496d);\"><br \/>\nR\u00e9duisez le co\u00fbt du service gr\u00e2ce \u00e0 une IA capable de d\u00e9tecter les points de friction, d\u2019adapter les exp\u00e9riences en continu et d\u2019agir sans intervention manuelle.<br \/>\n<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-ff-primary chevron\" href=\"\/fr-fr\/capabilities\/call-center-software\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"links-container component-links-roulette roulette-items\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Am\u00e9liorez la qualit\u00e9 de chaque conversation<\/h3><p class=\"text-16 link-desc\">Analysez chaque interaction, qu\u2019elle soit men\u00e9e par un collaborateur ou un agent IA, afin d\u2019identifier les opportunit\u00e9s d\u2019am\u00e9lioration et d\u2019optimiser les performances en continu.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">\u00c9quilibrez les capacit\u00e9s humaines et l\u2019IA en fonction de la demande<\/h3><p class=\"text-16 link-desc\">Anticipez les volumes, planifiez les ressources et orientez chaque interaction vers le collaborateur ou l\u2019agent IA le plus adapt\u00e9, au bon moment.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Identifiez l'origine de chaque tendance<\/h3><p class=\"text-16 link-desc\">Exploitez des tableaux de bord personnalis\u00e9s pour analyser vos KPI, identifier les causes profondes des r\u00e9sultats observ\u00e9s et d\u00e9montrer le ROI g\u00e9n\u00e9r\u00e9 par vos op\u00e9rations CX.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/capabilities_04_a-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Customer verification and authentication flow with a sentiment indicator and guided score.\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_04_b-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Forecast chart comparing offered volume and average handle time over time.\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/capabilities_04_c-scaled.png\" width=\"1600\" height=\"1721\" alt=\"Analytics dashboard showing voice and digital channel volume, sla adherence bar chart, and anomaly detection alert.\"><\/div><\/div><\/div><style type='text\/css'>\r .component.card .card-body { padding: 1rem !important; margin: 0 !important; } .link-title { margin-bottom: 1rem !important; } .component-links-roulette .link-desc { display: block !important; } .wpb_row:has(.roulette-items) { position: relative; } .wpb_row:has(.roulette-items) > .wpb_column:has(.roulette-items) { position: relative; z-index: 1; } .links-container .row { display: block; } .links-container .main-col { width: 100%; max-width: 100%; flex: none; } .links-container .media-col { position: absolute; top: 0; right: 0; height: 100%; width: 100%; max-width: 50%; pointer-events: none; } .links-container .media-col .link-image { position: absolute; top: 0; left: 0 !important; width: 100%; max-width: 792px; height: 100%; object-fit: contain; opacity: 0; transition: opacity 0.4s ease; } .links-container .media-col .link-image.active { opacity: 1; } .wpb_row:has(.roulette-items) > .wpb_column:first-child { padding-right: 40px; } \r <\/style>[\/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 el_id=\u00a0\u00bbplatform\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column v_align=\u00a0\u00bbflexstart\u00a0\u00bb width=\u00a0\u00bb2\/3&Prime; el_class=\u00a0\u00bbcontent-head-center\u00a0\u00bb offset=\u00a0\u00bbvc_col-md-offset-0 vc_col-md-6 vc_col-sm-offset-0 vc_col-xs-12&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"eyebrow\" style=\"text-align: center;\">PLATEFORME<\/p>\n<h2 style=\"text-align: center;\">Con\u00e7ue pour ouvrir la voie \u00e0 l\u2019\u00e8re agentique<\/h2>\n<p style=\"text-align: center;\">Unique en son genre, Genesys Cloud r\u00e9unit de mani\u00e8re unique l\u2019intelligence n\u00e9cessaire pour comprendre les intentions, la r\u00e9activit\u00e9 pour agir au bon moment, l\u2019ouverture pour connecter l\u2019ensemble de votre entreprise et le contr\u00f4le pour d\u00e9ployer l\u2019IA \u00e0 grande \u00e9chelle de fa\u00e7on responsable. Tout ce dont vous avez besoin pour adopter un mod\u00e8le op\u00e9rationnel agentique.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_id=\u00a0\u00bbplatform-items\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/4&Prime;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/ai-studio\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/genesys_cloud_globe.png\" alt=\"Abstract illustration of overlapping orange and blue swirling rings representing AI orchestration\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">IA<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Optimisez les r\u00e9sultats \u00e0 chaque \u00e9tape du parcours gr\u00e2ce \u00e0 une orchestration fluide entre l\u2019IA et les collaborateurs.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/speech-and-text-analytics\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/platform_waves.png\" alt=\"Abstract illustration of colorful flowing waveforms representing real-time conversational data.\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">Temps r\u00e9el<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Transformez les donn\u00e9es conversationnelles en actions imm\u00e9diates afin de saisir chaque opportunit\u00e9 au moment o\u00f9 elle se pr\u00e9sente.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/integrations-apps\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/ecosystem_logos.png\" alt=\"ecosystem_logos\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">\u00c9cosyst\u00e8me<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Connectez vos syst\u00e8mes, vos donn\u00e9es et l\u2019IA pour enrichir chaque interaction du contexte n\u00e9cessaire \u00e0 des d\u00e9cisions plus pertinentes.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime;]<a class=\"component card w-100 bgc-white vertical text-start thumbnail  chevron-only  \" href=\"https:\/\/www.genesys.com\/trust-center\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"1424\" height=\"848\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/shield_platform-1.png\" alt=\"Illustration of a shield with a compass icon, surrounded by red connecting lines, representing enterprise trust and security.\" ><\/div><div class=\"card-body\"><h3 class=\"h5\" style=\"text-align: start;\">Confiance<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Innovez en toute confiance gr\u00e2ce \u00e0 une plateforme con\u00e7ue pour r\u00e9pondre aux exigences des grandes entreprises en mati\u00e8re de fiabilit\u00e9, de s\u00e9curit\u00e9, de conformit\u00e9 et de gouvernance.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a>[\/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 el_id=\u00a0\u00bbgenesys-cx-scale\u00a0\u00bb][vc_row][vc_column el_class=\u00a0\u00bbcontent-head\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: start;\">L\u2019\u00e9chelle, la rapidit\u00e9 et la confiance n\u00e9cessaires pour maximiser le retour sur investissement de l\u2019IA<\/h2>\n<p style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Genesys affiche ces r\u00e9sultats pour l\u2019exercice 2026.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text ct_style=\u00a0\u00bbstat\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"h1\">29 Md<\/p>\n<p class=\"h5\">de conversations en temps r\u00e9el orchestr\u00e9es chaque ann\u00e9e<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text ct_style=\u00a0\u00bbstat\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"h1\">2\u00a0M<\/p>\n<p class=\"h5\">d&rsquo;utilisateurs de Genesys Cloud<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;][vc_column_text ct_style=\u00a0\u00bbstat\u00a0\u00bb css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"h1\">28\u00a0000<\/p>\n<p class=\"h5\">ans de conversations vocales transcrites chaque ann\u00e9e<\/p>\n<p>[\/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%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbteams\u00a0\u00bb][vc_row][vc_column el_class=\u00a0\u00bbcontent-head\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"eyebrow\">Pour les \u00e9quipes<\/p>\n<h2 style=\"text-align: start;\">Tout ce dont vos \u00e9quipes CX ont besoin, r\u00e9uni sur une seule plateforme<\/h2>\n<p style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Gagnez en efficacit\u00e9 et fid\u00e9lisez durablement vos clients gr\u00e2ce \u00e0 l\u2019IA, quel que soit votre r\u00f4le dans l\u2019organisation.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime; el_class=\u00a0\u00bbteam-card\u00a0\u00bb][vc_single_image image=\u00a0\u00bb638730&Prime; css=\u00a0\u00bb\u00a0\u00bb si_max_width=\u00a0\u00bb48px\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">Strat\u00e8ges IA<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Acc\u00e9l\u00e9rez le d\u00e9ploiement de l\u2019IA \u00e0 l\u2019\u00e9chelle de l\u2019entreprise et d\u00e9montrez son impact sur les r\u00e9sultats m\u00e9tiers.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime; el_class=\u00a0\u00bbteam-card\u00a0\u00bb][vc_raw_html css=\u00a0\u00bb\u00a0\u00bb el_id=\u00a0\u00bbai-strategists\u00a0\u00bb]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[\/vc_raw_html][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">Op\u00e9rations du centre de contact<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">R\u00e9duisez les co\u00fbts tout en maintenant la qualit\u00e9 de service gr\u00e2ce \u00e0 l\u2019automatisation intelligente et \u00e0 l\u2019IA conversationnelle.<\/p>\n<p>[\/vc_column_text]<style type='text\/css'>\r #ai-strategists .wpb_wrapper > svg { width: 48px; height: 47.702px; flex-shrink: 0; }\r <\/style>[\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime; el_class=\u00a0\u00bbteam-card\u00a0\u00bb][vc_raw_html 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css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">\u00c9quipes de service client<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Atteignez vos objectifs de service gr\u00e2ce \u00e0 une IA qui fournit des recommandations contextuelles et des actions automatis\u00e9es.<\/p>\n<p>[\/vc_column_text]<style type='text\/css'>\r #service-teams .wpb_wrapper > svg { width: 48px; height: 35.735px; flex-shrink: 0; aspect-ratio: 48.00\/35.73; }\r <\/style>[\/vc_column][vc_column width=\u00a0\u00bb1\/4&Prime; el_class=\u00a0\u00bbteam-card\u00a0\u00bb][vc_raw_html css=\u00a0\u00bb\u00a0\u00bb 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css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 class=\"h5\" style=\"text-align: start;\">\u00c9quipes IT et d\u00e9veloppeurs<\/h3>\n<p style=\"color: var(--text-default-secondary, #3d496d); text-align: start;\">Acc\u00e9l\u00e9rez l\u2019innovation CX gr\u00e2ce \u00e0 une IA de confiance, des API ouvertes et des capacit\u00e9s de gouvernance int\u00e9gr\u00e9es.<\/p>\n<p>[\/vc_column_text]<style type='text\/css'>\r #it-developers .wpb_wrapper > svg { width: 48px; height: 43.635px; flex-shrink: 0; }\r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbcustomer-stories\u00a0\u00bb][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime; el_class=\u00a0\u00bbcontent-head\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"eyebrow\" style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">CLIENTS<\/p>\n<h2 style=\"text-align: start;\">Quand l\u2019exp\u00e9rience client est une priorit\u00e9 strat\u00e9gique, les grandes marques choisissent Genesys.<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-secondary\" href=\"https:\/\/www.genesys.com\/fr-fr\/customer-stories\" target=\"\" rel=\"\">Consulter tous les t\u00e9moignages<\/a><\/div>[\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"component-customer-carousel default-layout\" data-current-active=\"0\" data-layout=\"default\" data-count=\"4\"><div class=\"carousel-main-row\"><div class=\"carousel-logo-col\"><div class=\"logo-nav-item active\"><a class=\"logo-nav\" aria-label=\"View Vodafone Oman story\" title=\"Vodafone Oman\" href=\"#632265\"><img decoding=\"async\" class=\"company-logo\" alt=\"Vodafone logo\" src=\"https:\/\/www.genesys.com\/media\/Vodafone_Logo_300x71-2.png\" width=\"300\" height=\"71\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Global Payments story\" title=\"Global Payments\" href=\"#627169\"><img decoding=\"async\" class=\"company-logo\" alt=\"Logo global payments\" src=\"https:\/\/www.genesys.com\/media\/logo-Global_Payments.svg\" width=\"390\" height=\"59\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Virgin Atlantic story\" title=\"Virgin Atlantic\" href=\"#547515\"><img decoding=\"async\" class=\"company-logo\" alt=\"Virgin atlantic x300\" src=\"https:\/\/www.genesys.com\/media\/virgin-atlantic-x300.png\" width=\"300\" height=\"72\"><\/a><\/div><div class=\"logo-nav-item\"><a class=\"logo-nav\" aria-label=\"View Best Buy Canada story\" title=\"Best Buy Canada\" href=\"#591441\"><img decoding=\"async\" class=\"company-logo\" alt=\"Best buy canada   geek squad logo\" src=\"https:\/\/www.genesys.com\/media\/Best-Buy-Geek-Squad-logo-lock-up.png\" width=\"840\" height=\"217\"><\/a><\/div><\/div><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=\"632265\" data-index=\"0\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/fr-fr\/customer-stories\/vodafone-oman\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Smiling man typing on his mobile phone\" src=\"https:\/\/www.genesys.com\/media\/Vodafone-Oman-hero-image.webp\" width=\"1600\" height=\"1067\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-md\">\u00abPour concevoir des exp\u00e9riences diff\u00e9renciantes, il nous fallait une capacit\u00e9 \u00e0 innover rapidement sur les parcours digitaux, sur l\u2019ensemble des canaux, ainsi qu'un partenaire capable de suivre notre rythme de d\u00e9ploiement. Avec Genesys, la communication est rapide, les d\u00e9cisions sont rapides et les impl\u00e9mentations sont rapides.\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Salim Al Adawi<\/p><p class=\"customer-title\">Manager Customer Care, Vodafone Oman<\/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=\"627169\" data-index=\"1\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"https:\/\/www.genesys.com\/fr-fr\/customer-stories\/global-payments\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Hero img global payments\" src=\"https:\/\/www.genesys.com\/media\/hero-img-Global_Payments.jpg\" width=\"626\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-sm\">\u00abNous ne voulions pas acheter une feuille de route\u00a0; nous voulions acheter des fonctionnalit\u00e9s d\u00e9j\u00e0 op\u00e9rationnelles aujourd'hui. Genesys offrait tout ce dont nous avions besoin\u00a0: soit directement int\u00e9gr\u00e9 \u00e0 la plateforme, soit accessible via un partenaire AppFoundry, soit encore via des API pr\u00eates \u00e0 l\u2019emploi\u00a0\u2014 permettant une mise en coh\u00e9rence rapide, dans un cadre simple et standardis\u00e9.\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Beth Granberry<\/p><p class=\"customer-title\">Director of Telecommunications and Contact Services, Global Payments<\/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=\"547515\" data-index=\"2\"><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\"><p class=\"quote-content mb-2 quote-size-lg\">\u00ab\u00ab\u00a0Avec Genesys, nous agissons ensemble pour faire progresser notre strat\u00e9gie\u00a0IA.\u00a0\u00bb Avec Genesys\u00a0Web\u00a0Messaging, nous cl\u00f4turons 220\u00a0% de conversations en plus qu'avec 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\">\u2013 Louise\u00a0Phillips<\/p><p class=\"customer-title\">VP Customer Centers, Virgin Atlantic<\/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=\"591441\" data-index=\"3\"><a class=\"content-row w-100 bgc-glass\" tabindex=\"-1\" href=\"\/customer-stories\/best-buy-canada\"><div class=\"customer-image-col\"><img decoding=\"async\" class=\"header-image\" alt=\"Best buy canada store\" src=\"https:\/\/www.genesys.com\/media\/Best-Buy-Mobile-store-2.jpg\" width=\"657\" height=\"352\"><\/div><div class=\"customer-quote-col\"><p class=\"quote-content mb-2 quote-size-sm\">\u00abGenesys a permis \u00e0 Best Buy Canada d\u2019aller plus loin dans l\u2019innovation en nous offrant une plateforme qui constitue un v\u00e9ritable terrain d\u2019exp\u00e9rimentation. Nous pouvons tester de nouvelles approches, imaginer de nouvelles fa\u00e7ons de surprendre et de satisfaire nos clients et, au final, offrir une exp\u00e9rience client d\u2019excellence, tout en proposant une exp\u00e9rience collaborateur tout aussi remarquable.\u00bb<\/p><p class=\"customer-name text-18 font-weight-bold mb-0\">Mick Robinson<\/p><p class=\"customer-title\">Director of Customer Care, Best Buy Canada<\/p><div class=\"btn-container\"><div class=\"btn btn-secondary small\">Lire le t\u00e9moignage<\/div><\/div><\/div><\/a><\/div><button aria-label=\"Next panel\" title=\"Next panel\" class=\"next-control carousel-controls\"><\/button><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbresources\u00a0\u00bb][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<p class=\"eyebrow\" style=\"text-align: start; color: var(--text-default-secondary, #3d496d);\">Pour approfondir<\/p>\n<h2 style=\"text-align: start;\">D\u00e9couvrez comment l\u2019IA agentique<br \/>\ntransforme l\u2019exp\u00e9rience client<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][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-3 scrollable-row\"><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\/five-trendsetters-in-cx-innovation\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Five-Trendsetters-in-CX-Innovation_preview.png\" height=\"814\" width=\"1056\" alt=\"Five trendsetters in cx innovation preview\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">eBook<\/p><h3 class=\"item-title h6\">Guide d'achat 2026 pour l'IA et l'exp\u00e9rience client<\/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\/genesys-prescriptive-migration-the-art-of-simplified-migration-with-proven-roi\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/resource-thumb-genesys-prescriptive-migration.png\" height=\"480\" width=\"880\" alt=\"Resource thumb genesys prescriptive migration\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">eBook<\/p><h3 class=\"item-title h6\">Migration prescriptive de Genesys<\/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-page\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/fr-fr\/genesys-cloud\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Genesys-Cloud.png\" height=\"508\" width=\"1288\" alt=\"Genesys cloud\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Rapport<\/p><h3 class=\"item-title h6\">Genesys Cloud CX<\/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 flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbgenesys-cx-form\u00a0\u00bb][vc_row background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb][vc_column el_class=\u00a0\u00bbcx-form-head\u00a0\u00bb]<a class=\"component-cta-block card w-100 h-100  centered cta-text-center \"  href=\"\/fr-fr\/contact-us\" target=\"\" rel=\"\"><div class=\"card-body text-center col-content\"><h2 style=\"text-align: center;\">D\u00e9couvrez comment d\u00e9ployer l&rsquo;IA agentique dans toute votre organisation<\/h2>\n<p style=\"text-align: center;\">Quel que soit votre niveau de maturit\u00e9\u00a0CX, nous vous aidons \u00e0 d\u00e9finir une feuille de route claire pour exploiter pleinement le potentiel de l\u2019IA.<\/p>\n<div class=\" btn-container justify-content-center mt-2\"><div class=\"btn btn-primary\">Contactez-nous<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=\u00a0\u00bb%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\u00a0\u00bb el_id=\u00a0\u00bbgenesys-cx-faq\u00a0\u00bb][vc_row el_class=\u00a0\u00bbcx-faq\u00a0\u00bb][vc_column width=\u00a0\u00bb5\/12&Prime; el_class=\u00a0\u00bbcx-faq-head\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2 style=\"text-align: start;\">Foire aux questions sur Genesys Cloud<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime; offset=\u00a0\u00bbvc_col-sm-offset-2&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\">\u00c0 quoi sert Genesys Cloud ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Genesys Cloud est la plateforme qui permet aux entreprises de piloter l\u2019ensemble de leurs op\u00e9rations d\u2019exp\u00e9rience client depuis un environnement unifi\u00e9\u00a0: <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/call-center-software\" target=\"_blank\" rel=\"noopener\">centre de contact<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/digital\" target=\"_blank\" rel=\"noopener\">canaux digitaux<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/wem-workforce-engagement-management\" target=\"_blank\" rel=\"noopener\">gestion des effectifs<\/a> et analytique. Sur une m\u00eame plateforme, collaborateurs et IA travaillent de concert pour comprendre le contexte de chaque client, d\u00e9terminer la meilleure action \u00e0 entreprendre et l\u2019ex\u00e9cuter. Qu\u2019il s\u2019agisse de r\u00e9pondre \u00e0 une question simple ou de coordonner un processus complexe impliquant plusieurs \u00e9quipes, chaque interaction est orchestr\u00e9e de fa\u00e7on fluide et contextualis\u00e9e.<\/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 Genesys Cloud orchestre-t-il l'exp\u00e9rience ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Genesys Cloud ex\u00e9cute une boucle continue sur chaque interaction : il comprend ce qui se passe \u00e0 travers vos syst\u00e8mes et vos donn\u00e9es, analyse le contexte et les intentions afin de d\u00e9terminer la meilleure action \u00e0 entreprendre, agit via les bonnes personnes et les bons syst\u00e8mes, optimise ses actions en tirant des enseignements des r\u00e9sultats obtenus, et pilote les agents IA ainsi que les garde-fous qui les encadrent. Cette boucle permet \u00e0 Genesys Cloud <a class=\"font-weight-normal\" href=\"https:\/\/www.genesys.com\/fr-fr\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">d&rsquo;orchestrer chaque parcours client<\/a> en temps r\u00e9el, plut\u00f4t que d\u2019appliquer \u00e0 tous un m\u00eame workflow pr\u00e9d\u00e9fini.<\/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 canaux Genesys Cloud prend-il en charge ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Genesys Cloud prend en charge la <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/voice-services\" target=\"_blank\" rel=\"noopener\">voix<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/email-contact-center\" target=\"_blank\" rel=\"noopener\">l&rsquo;e-mail<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/live-chat-software\" target=\"_blank\" rel=\"noopener\">l&rsquo; chat web<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/sms-messaging\" target=\"_blank\" rel=\"noopener\">l&rsquo; SMS<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/whatsapp\" target=\"_blank\" rel=\"noopener\">WhatsApp<\/a>, <a href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/social-media-customer-service\" target=\"_blank\" rel=\"noopener\">Facebook Messenger, les messages directs Instagram et X,<\/a>, Apple Messages for Business ainsi que les solutions de messagerie ouvertes pour les canaux personnalis\u00e9s. Le contexte des conversations est conserv\u00e9 d\u2019un canal \u00e0 l\u2019autre, permettant aux clients de passer d\u2019un chatbot \u00e0 un conseiller, puis \u00e0 un appel t\u00e9l\u00e9phonique, sans avoir \u00e0 r\u00e9p\u00e9ter leurs 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\">Genesys Cloud s\u2019int\u00e8gre-t-il aux autres syst\u00e8mes de l\u2019entreprise ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Oui\u00a0! Genesys Cloud s\u2019int\u00e8gre aux plateformes CRM telles que Salesforce et ServiceNow, ainsi qu\u2019\u00e0 des centaines d\u2019autres applications m\u00e9tiers via la marketplace <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">AppFoundry<\/span><\/a> et des API ouvertes. Ainsi, le contexte client, les outils destin\u00e9s aux conseillers et les capacit\u00e9s d\u2019IA peuvent \u00eatre int\u00e9gr\u00e9s directement dans les applications d\u00e9j\u00e0 utilis\u00e9es par vos \u00e9quipes, sans les obliger \u00e0 naviguer entre plusieurs interfaces.<\/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 bien d\u00e9marrer avec Genesys Cloud ?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Commencez par un essai gratuit sur genesys.com et acc\u00e9dez en quelques minutes aux fonctionnalit\u00e9s de voix, d\u2019e-mail et de messagerie. Si vous pr\u00e9f\u00e9rez \u00e9changer avec un expert dans un premier temps, <a href=\"https:\/\/www.genesys.com\/fr-fr\/contact-us\" target=\"_blank\" rel=\"noopener\">demandez une d\u00e9mo<\/a>. Un sp\u00e9cialiste Genesys vous aidera \u00e0 d\u00e9finir un plan de d\u00e9ploiement adapt\u00e9 \u00e0 votre situation et \u00e0 vos priorit\u00e9s.<\/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%7D%5D\u00a0\u00bb][vc_row el_id=\u00a0\u00bbgenesys-cx-hero\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb] GENESYS CLOUD L\u2019IA agentique au service de chaque exp\u00e9rience client Une plateforme unique qui unifie l\u2019ensemble de vos activit\u00e9s de relation client, avec une IA qui orchestre les interactions, renforce la productivit\u00e9 et acc\u00e9l\u00e8re la transformation de l\u2019entreprise. 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