{"id":84881,"date":"2018-08-10T10:43:53","date_gmt":"2018-08-10T17:43:53","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=84881"},"modified":"2025-07-16T21:47:18","modified_gmt":"2025-07-17T04:47:18","slug":"capabilities","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/fr-fr\/capabilities","title":{"rendered":"Fonctionnalit\u00e9s"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row gap=\u00a0\u00bb35&Prime; equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb vib=\u00a0\u00bbenable\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime; offset=\u00a0\u00bbvc_col-sm-offset-2&Prime;][vc_column_text]<\/p>\n<h1 style=\"text-align: center;\"><span class=\"color-orange\">Pour votre centre de contact, choisissez le logiciel le plus performant<\/span><\/h1>\n<p style=\"text-align: center;\">Des fondamentaux du centre d&rsquo;appel aux derni\u00e8res innovations CX, le logiciel de centre de contact cloud id\u00e9al vous permettra d\u2019offrir une exp\u00e9rience client d\u2019exception en toute simplicit\u00e9.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/4&Prime; offset=\u00a0\u00bbvc_hidden-sm vc_hidden-xs\u00a0\u00bb]<style type='text\/css'>\r ul.allcapability_nav { list-style-type: none; margin-left: 0; position: relative; max-width: 270px; width:270px; padding:1rem; border-radius:1.167rem; overflow:hidden; margin-bottom: 0; background: #EEEDE7; box-shadow:0 .667rem 1.333rem rgba(0,0,0,.15); } ul.allcapability_nav.scrollactive { top: 200px; position: fixed; } ul.allcapability_nav.scrollactive.hitbottom { bottom: 0; position: absolute; top: inherit !important; } ul.allcapability_nav>li a { font-size: 20px; line-height: 26.4px color: #4E5054; padding: 0.5rem 1rem; background: #EEEDE7; display: block; text-decoration:none; border-radius:5px; position:relative; } ul.allcapability_nav>li.active a { color: #FFF; background: #FF451A; } ul.allcapability_nav>li.active a::after { content:\"\\2192\"; position:absolute; right:0.5rem; top:50%; margin-top:-0.6rem; } ul.allcapability_nav>li::before { display: none; } @media only screen and (max-width: 1366px) { ul.allcapability_nav.scrollactive.hitbottom { bottom: 89px; } } @media only screen and (max-width: 1199px) { ul.allcapability_nav { width: 180px; } }\r <\/style>[vc_column_text]<\/p>\n<ul class=\"allcapability_nav\">\n<li class=\"active\"><a href=\"#ccs\">Logiciels de centres de contact<\/a><\/li>\n<li><a href=\"#aia\">Intelligence artificielle et automatisation<\/a><\/li>\n<li><a href=\"#caop\">Architecture cloud et plateforme ouverte<\/a><\/li>\n<li><a href=\"#cjm\">Gestion du parcours client (CJM)<\/a><\/li>\n<li><a href=\"#dce\">Engagement client digital<\/a><\/li>\n<li><a href=\"#wem\">Workforce Engagement Management (WEM)<\/a><\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_raw_js]%3Cscript%3E%20%0A%20%20%20%20%20%20%20%20jQuery%28document%29.ready%28function%20%28%24%29%20%7B%0A%20%20%20%20var%20announcement%20%3D%20%24%28%22.important-announcement%22%29%3B%0A%20%20%20%20var%20additional_offset%20%3D%200%3B%0A%20%20%20%20if%20%28announcement.length%20%3E%200%29%20%7B%0A%20%20%20%20%20%20%20%20additional_offset%20%3D%20announcement.outerHeight%28%29%3B%0A%20%20%20%20%7D%0A%0A%20%20%20%20var%20getSections%20%3D%20function%28%29%20%7B%0A%20%20%20%20%20%20var%20sections%20%3D%20%7B%7D%3B%20%0A%20%20%20%20%20%20%24%28%27.allcapability_nav%20li%27%29.each%28function%28%29%7B%0A%20%20%20%20%20%20%20%20var%20id%20%3D%20%24%28this%29.find%28%22a%22%29.attr%28%22href%22%29%3B%0A%20%20%20%20%20%20%20%20if%20%28id.length%29%20%7B%0A%20%20%20%20%20%20%20%20%20%20var%20sec%20%3D%20%24%28id%29%3B%0A%20%20%20%20%20%20%20%20%20%20var%20pos_top%20%3D%200%3B%0A%20%20%20%20%20%20%20%20%20%20var%20pos_bot%20%3D%200%3B%0A%20%20%20%20%20%20%20%20%20%20if%20%28%21sec.length%29%20%7B%0A%20%20%20%20%20%20%20%20%20%20%20%20var%20link%20%3D%20%24%28this%29.find%28%22a%22%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20var%20id%20%3D%20null%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20%24%28%27.section-grid.has-title%27%29.each%28function%28%29%7B%0A%20%20%20%20%20%20%20%20%20%20%20%20%20%20if%28%24%28this%29.find%28%27h2%27%29.html%28%29.toLowerCase%28%29%20%3D%3D%20link.html%28%29.toLowerCase%28%29%20%29%20%7B%0A%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20id%20%3D%20%27%23%27%2B%24%28this%29.attr%28%27id%27%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%20%20%20%20%20%20%20%20%7D%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20%0A%20%20%20%20%20%20%20%20%20%20%20%20if%20%28id%20%21%3D%20null%29%20%7B%0A%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%24%28this%29.find%28%22a%22%29.attr%28%27href%27%2Cid%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20sec%20%3D%20%24%28id%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%20%20%20%0A%20%20%20%20%20%20%20%20%20%20if%20%28sec.length%29%20%7B%0A%20%20%20%20%20%20%20%20%20%20%20%20pos_top%20%3D%20sec.offset%28%29.top%20-%20%28%24%28%27header%27%29.outerHeight%28%29%20%2B%20additional_offset%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20var%20sec_height%20%3D%20sec.outerHeight%28%29%3B%0A%20%20%20%20%20%20%20%20%20%20%20%20pos_bot%20%3D%20pos_top%20%2B%20sec_height%3B%0A%20%20%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%20%20%20%20%20%20if%20%28typeof%20sections%5Bid%5D%20%3D%3D%20%27undefined%27%29%20%7B%0A%20%20%20%20%20%20%20%20%20%20%20%20sections%5Bid%5D%20%3D%20%7B%7D%3B%0A%20%20%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%20%20%20%20%20%20sections%5Bid%5D.top%20%3D%20pos_top%2C%0A%20%20%20%20%20%20%20%20%20%20sections%5Bid%5D.bot%20%3D%20pos_bot%0A%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%20%20%7D%29%3B%0A%20%20%20%20%20%20return%20sections%3B%0A%20%20%20%20%7D%0A%0A%20%20%20%20%24%28window%29.resize%28function%28%29%7B%0A%20%20%20%20%20%20var%20sections%20%3D%20getSections%28%29%3B%0A%20%20%20%20%7D%29%3B%0A%0A%20%20%20%20var%20top_margin%20%3D%20%24%28%27.allcapability_nav%27%29.closest%28%27.wpb_text_column.wpb_content_element%27%29.css%28%27padding-top%27%29%3B%0A%20%20%20%20top_margin%20%3D%20parseInt%28top_margin.replace%28%27px%27%2C%20%27%27%29%29%3B%0A%20%20%20%20var%20deduction%20%3D%200%3B%0A%20%20%20%20var%20additional_scroll%20%3D%205%3B%0A%20%20%20%20var%20header_height%20%3D%20%24%28%27header%27%29.outerHeight%28%29%20%2B%20additional_offset%3B%0A%20%20%20%20if%20%28top_margin%20%3E%3D%20100%29%20%7B%0A%20%20%20%20%20%20deduction%20%3D%20header_height%3B%0A%20%20%20%20%20%20additional_scroll%20%3D%200%3B%0A%20%20%20%20%7D%20%0A%20%20%20%20var%20total_margin%20%3D%20top_margin%20-%20deduction%3B%0A%20%20%20%20var%20nav_position%20%3D%20%28%24%28%27.allcapability_nav%27%29.offset%28%29.top%20%2B%20total_margin%29%20-%20deduction%3B%0A%20%20%20%20var%20sections%20%3D%20getSections%28%29%3B%0A%20%20%20%20%24%28%27.allcapability_nav%20a%27%29.click%28function%28e%29%7B%0A%20%20%20%20%20%20%20%20e.preventDefault%28%29%3B%0A%20%20%20%20%20%20%20%20var%20%24this%20%3D%20%24%28this%29%3B%0A%20%20%20%20%20%20%20%20var%20%24target%20%3D%20%24this.parent%28%27li%27%29%3B%0A%20%20%20%20%20%20%20%20var%20%24item%20%3D%20%24this.attr%28%27href%27%29%3B%0A%20%20%20%20%20%20%20%20if%20%28%24%28%24item%29.length%29%7B%0A%20%20%20%20%20%20%20%20%20%24%28%27html%2Cbody%27%29.animate%28%7B%20scrollTop%3A%20%24%28%24item%29.offset%28%29.top%20-%20header_height%20%2B%20additional_scroll%7D%2C500%2C%27swing%27%29%3B%0A%20%20%20%20%20%20%20%20%7D%0A%20%20%20%20%7D%29%3B%0A%0A%20%20%20%20%24%28window%29.scroll%28function%28%29%7B%0A%0A%20%20%20%20if%28%24%28window%29.scrollTop%28%29%20%3E%20nav_position%29%7B%0A%20%20%20%20%20%20%20%20var%20footer_position%20%3D%20%24%28%27.footer%27%29.offset%28%29.top%20-157.5%3B%0A%20%20%20%20%20%20%20%20var%20positio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width=\u00a0\u00bb3\/4&Prime;][vc_row_inner el_id=\u00a0\u00bbccs\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1654896044639{margin-top: -4.167rem !important;padding-top: 4.167rem !important;}\u00a0\u00bb][vc_column_inner css=\u00a0\u00bb.vc_custom_1731518973216{margin-bottom: 4rem !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h2>Logiciels de centres de contact<\/h2>\n<p>Cr\u00e9ez des exp\u00e9riences client et collaborateur qui conjuguent l\u2019humain et l\u2019automatisation en toute fluidit\u00e9. Apprenez \u00e0 conna\u00eetre vos clients et soignez votre engagement aux moments cl\u00e9s.[\/vc_column_text]<div class=\"btn-container   vc_custom_1620933236834\"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/fr-fr\/capabilities\/call-center-software\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"capability-list row gutter-small mx-auto mx-md-0 w-100\"><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/automatic-call-distribution-acd\"><div class=\"card-body\"><h3 class=\"h5\">ACD<\/h3><p>Assurez-vous que chaque client b\u00e9n\u00e9ficie toujours de l'assistance ad\u00e9quate gr\u00e2ce \u00e0 un routage intelligent et bas\u00e9 sur les comp\u00e9tences. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/inbound\"><div class=\"card-body\"><h3 class=\"h5\">Communications entrantes<\/h3><p>Facilitez la communication avec votre entreprise. Proposez votre assistance et d\u00e9passez les attentes des clients sur tous les canaux.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/collaboration-tools\"><div class=\"card-body\"><h3 class=\"h5\">Communications et collaboration unifi\u00e9es<\/h3><p>Facilitez la collaboration et les communications, le tout \u00e0 partir d'une plateforme unique ou d'une solution tierce.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/outbound\"><div class=\"card-body\"><h3 class=\"h5\">Communications sortantes<\/h3><p>Menez des communications proactives, rapides, personnalis\u00e9es et contextuelles sur tous les canaux pour am\u00e9liorer votre relation client.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/digital\"><div class=\"card-body\"><h3 class=\"h5\">Engagement client digital<\/h3><p>Dotez vos \u00e9quipes d'une suite tout-en-un de fonctionnalit\u00e9s digitales\u00a0\u2013 ou de votre propre solution.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/reporting-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Reporting et analyses<\/h3><p>Donnez \u00e0 vos \u00e9quipes les moyens de performer en leur offrant des outils simples et des donn\u00e9es pertinentes. Exploitez les insights sur les interactions pour garantir des exp\u00e9riences clients omnicanales irr\u00e9prochables.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/voice-services\"><div class=\"card-body\"><h3 class=\"h5\">Services vocaux<\/h3><p>Soyez pr\u00e9sent pour les clients qui pr\u00e9f\u00e8rent encore une assistance par t\u00e9l\u00e9phone gr\u00e2ce \u00e0 des services vocaux adapt\u00e9s \u00e0 votre entreprise. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/interactive-voice-response-ivr\"><div class=\"card-body\"><h3 class=\"h5\">SVI<\/h3><p>Am\u00e9liorez l'exp\u00e9rience de vos clients tout en offrant \u00e0 votre entreprise plus de rentabilit\u00e9 gr\u00e2ce au SVI pour centre d'appel Genesys.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/wem-workforce-engagement-management\"><div class=\"card-body\"><h3 class=\"h5\">Workforce Engagement Management (WEM)<\/h3><p>Donnez \u00e0 vos collaborateurs les outils, le soutien et les opportunit\u00e9s de d\u00e9veloppement professionnel dont ils ont besoin pour aimer vraiment ce qu'ils font.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=\u00a0\u00bbaia\u00a0\u00bb][vc_column_inner css=\u00a0\u00bb.vc_custom_1731519395607{margin-bottom: 4rem !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h2>Intelligence artificielle et automatisation<\/h2>\n<p>Facilitez le travail des agents, augmentez vos revenus et la fid\u00e9lit\u00e9 des clients gr\u00e2ce \u00e0 l&rsquo;intelligence artificielle (IA). Utilisez les bots et autres leviers d&rsquo;automatisation afin que les clients puissent se servir eux-m\u00eames.[\/vc_column_text]<div class=\"btn-container   vc_custom_1620933174090\"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/fr-fr\/capabilities\/ai-and-automation\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"capability-list row gutter-small mx-auto mx-md-0 w-100\"><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/automated-routing\"><div class=\"card-body\"><h3 class=\"h5\">Routage pr\u00e9dictif<\/h3><p>Utilisez l'IA pour mettre les clients en relation avec les agents susceptibles de fournir le meilleur service et les meilleurs r\u00e9sultats en temps r\u00e9el.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=\u00a0\u00bbcaop\u00a0\u00bb][vc_column_inner css=\u00a0\u00bb.vc_custom_1731519404839{margin-bottom: 4rem !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h2>Architecture cloud et plateforme ouverte<\/h2>\n<p>Consolidez les syst\u00e8mes, r\u00e9duisez la dette technologique et diminuez le co\u00fbt total de possession, tout en offrant des exp\u00e9riences connect\u00e9es qui vous distinguent et renforcent la confiance en votre marque, o\u00f9 que vous et vos clients soyez.[\/vc_column_text]<div class=\"btn-container   vc_custom_1702937928291\"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/fr-fr\/capabilities\/cloud-architecture-and-open-platform\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"capability-list row gutter-small mx-auto mx-md-0 w-100\"><div class=\"wpb_column col-12 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\/cloud-architecture\"><div class=\"card-body\"><h3 class=\"h5\">Architecture cloud<\/h3><p>D\u00e9couvrez un ensemble complet de fonctionnalit\u00e9s natives, toutes d\u00e9velopp\u00e9es sur un codebase unique.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/development\"><div class=\"card-body\"><h3 class=\"h5\">D\u00e9veloppement<\/h3><p>Cr\u00e9ez de la valeur strat\u00e9gique \u00e0 grande \u00e9chelle avec une plateforme ouverte centr\u00e9e sur les API et des outils de d\u00e9veloppement con\u00e7us pour acc\u00e9l\u00e9rer l\u2019innovation.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/global-availability\"><div class=\"card-body\"><h3 class=\"h5\">Disponibilit\u00e9 mondiale<\/h3><p>B\u00e9n\u00e9ficiez d\u2019une disponibilit\u00e9, d\u2019une s\u00e9curit\u00e9 et d\u2019une r\u00e9silience \u00e0 l\u2019\u00e9chelle mondiale avec une plateforme leader de l'orchestration de l'exp\u00e9rience pilot\u00e9e par\u00a0IA<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/servicenow-integration\"><div class=\"card-body\"><h3 class=\"h5\">Int\u00e9gration ServiceNow<\/h3><p>Boostez votre CX en int\u00e9grant la solution cloud pour centre de contact leader de Genesys \u00e0 votre syst\u00e8me\u00a0CSM de ServiceNow. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/integrations-apps\"><div class=\"card-body\"><h3 class=\"h5\">Int\u00e9grations et applications<\/h3><p>Maximisez vos investissements en int\u00e9grant vos technologies existantes et les collaborateurs comp\u00e9tents aux solutions Genesys <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/cloud-and-salesforce\"><div class=\"card-body\"><h3 class=\"h5\">Int\u00e9grations Salesforce avec Genesys Cloud<\/h3><p>R\u00e9unissez vos solutions CRM et CCaaS avec une int\u00e9gration Genesys\u00a0Cloud pens\u00e9e pour Salesforce.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/security-and-compliance\"><div class=\"card-body\"><h3 class=\"h5\">S\u00e9curit\u00e9 et conformit\u00e9<\/h3><p>Garantissez la s\u00e9curit\u00e9 et la conformit\u00e9 de votre centre de contact avec Genesys. Prot\u00e9gez les donn\u00e9es de vos clients, respectez les normes r\u00e9glementaires et renforcez la confiance gr\u00e2ce \u00e0 des solutions cloud s\u00e9curis\u00e9es.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=\u00a0\u00bbcjm\u00a0\u00bb][vc_column_inner css=\u00a0\u00bb.vc_custom_1731519412785{margin-bottom: 4rem !important;}\u00a0\u00bb][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h2>Gestion du parcours client (CJM)<\/h2>\n<p>Exploitez vos donn\u00e9es d&rsquo;interactions et bas\u00e9es sur les \u00e9v\u00e9nements pour am\u00e9liorer votre visibilit\u00e9 sur les parcours de vos clients. D\u00e9gagez des insights pour optimiser votre CX et obtenir des r\u00e9sultats \u00e0 grande \u00e9chelle.[\/vc_column_text]<div class=\"btn-container   vc_custom_1726864728053\"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/customer-journey-management\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"capability-list row gutter-small mx-auto mx-md-0 w-100\"><div class=\"wpb_column col-12 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\/journey-analytics\"><div class=\"card-body\"><h3 class=\"h5\">Analyse du parcours client<\/h3><p>Mesurez, surveillez et optimisez l'exp\u00e9rience client ainsi que les indicateurs cl\u00e9s de performance (KPI) de votre entreprise.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/journey-data-management\"><div class=\"card-body\"><h3 class=\"h5\">Gestion des donn\u00e9es du parcours client<\/h3><p>Transformez les silos de donn\u00e9es client en pipelines data qui facilitent l'analyse, la mod\u00e9lisation et l'orchestration des parcours clients.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/journey-orchestration\"><div class=\"card-body\"><h3 class=\"h5\">Orchestration du parcours client<\/h3><p>Adaptez chaque \u00e9tape du parcours aux besoins des clients gr\u00e2ce au logiciel d'orchestration leader sur le march\u00e9<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=\u00a0\u00bbdce\u00a0\u00bb][vc_column_inner css=\u00a0\u00bb.vc_custom_1731519419002{margin-bottom: 4rem !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h2>Engagement client digital<\/h2>\n<p>Donnez la possibilit\u00e9 \u00e0 vos agents d&rsquo;interagir entre eux et avec les clients, \u00e0 tout moment, n&rsquo;importe o\u00f9, sur n&rsquo;importe quel canal digital.[\/vc_column_text]<div class=\"btn-container   vc_custom_1620933443258\"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/fr-fr\/capabilities\/digital\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"capability-list row gutter-small mx-auto mx-md-0 w-100\"><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/messaging-apps\"><div class=\"card-body\"><h3 class=\"h5\">Applications de messagerie<\/h3><p>Entrez en contact avec vos clients sur WhatsApp, Messenger et d'autres canaux \u00e0 l\u2019aide d\u2019une plateforme de messagerie unifi\u00e9e. Ainsi, vous rationalisez l'assistance, automatisez l\u2019engagement et personnalisez l\u2019exp\u00e9rience client.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/live-chat-software\"><div class=\"card-body\"><h3 class=\"h5\">Chat en direct<\/h3><p>Discutez avec vos prospects et vos clients en temps r\u00e9el pour r\u00e9soudre les probl\u00e8mes rapidement, sans d\u00e9crocher votre t\u00e9l\u00e9phone.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/co-browse-screenshare\"><div class=\"card-body\"><h3 class=\"h5\">Co-navigation et partage d&rsquo;\u00e9cran<\/h3><p>D\u00e9couvrez en temps r\u00e9el pourquoi vos clients vous contactent. Montrez-leur comment r\u00e9soudre leurs probl\u00e8mes.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/email-contact-center\"><div class=\"card-body\"><h3 class=\"h5\">E-mail<\/h3><p>Donnez aux e-mails l'attention qu'ils m\u00e9ritent. Mettez \u00e0 niveau vos capacit\u00e9s d'assistance par e-mail avec des outils de gestion int\u00e9gr\u00e9s au poste de travail des conseillers de votre centre de contact.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/sms-messaging\"><div class=\"card-body\"><h3 class=\"h5\">Messages SMS<\/h3><p>Utilisez les canaux mobiles pl\u00e9biscit\u00e9s par vos clients pour les contacter sans interrompre leur journ\u00e9e.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/social-media-customer-service\"><div class=\"card-body\"><h3 class=\"h5\">R\u00e9seaux sociaux et applications de messagerie<\/h3><p>Allez \u00e0 la rencontre de vos clients sur les plateformes qu'ils utilisent d\u00e9j\u00e0 (WhatsApp, Facebook, Instagram et plus encore). Prenez le pouls des conversations publiques sur votre marque gr\u00e2ce au social listening.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner el_id=\u00a0\u00bbwem\u00a0\u00bb][vc_column_inner css=\u00a0\u00bb.vc_custom_1731519426706{margin-bottom: 4rem !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h2>Workforce Engagement Management (WEM)<\/h2>\n<p>Offrir des exp\u00e9riences exceptionnelles aux collaborateurs n&rsquo;a jamais \u00e9t\u00e9 aussi important. Boostez la fid\u00e9lisation et la satisfaction de vos \u00e9quipes gr\u00e2ce \u00e0 un outil unifi\u00e9 d&rsquo;optimisation des effectifs.[\/vc_column_text]<div class=\"btn-container   vc_custom_1620933618503\"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/fr-fr\/capabilities\/wem-workforce-engagement-management\" target=\"\" rel=\"\">En savoir plus<\/a><\/div><div class=\"capability-list row gutter-small mx-auto mx-md-0 w-100\"><div class=\"wpb_column col-12 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\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/gamification-call-center-employees\"><div class=\"card-body\"><h3 class=\"h5\">Gamification<\/h3><p>Aidez les collaborateurs \u00e0 atteindre leurs objectifs de performance gr\u00e2ce \u00e0 des insights exploitables en temps r\u00e9el qui les motivent \u00e0 obtenir des r\u00e9sultats. <\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/employee-performance-management-tools\"><div class=\"card-body\"><h3 class=\"h5\">Gestion de la performance des collaborateurs<\/h3><p>Am\u00e9liorez les performances gr\u00e2ce \u00e0 la gamification. Les superviseurs obtiennent des insights en temps r\u00e9el sur les performances collectives et individuelles. Parall\u00e8lement, les collaborateurs suivent leurs r\u00e9sultats en temps r\u00e9el afin d'assurer leur propre r\u00e9ussite.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 col-lg-4\"><a class=\"component card w-100 h-100 bgc-lgray vertical text-left nomedia mini\" href=\"https:\/\/www.genesys.com\/fr-fr\/capabilities\/workforce-scheduling-forecasting\"><div class=\"card-body\"><h3 class=\"h5\">Pr\u00e9vision et planification des effectifs<\/h3><p>Cr\u00e9ez des plannings pr\u00e9cis et flexibles en quelques minutes. Dotez le centre de contact d'effectifs suffisants, m\u00eame lorsque la demande est forte.<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><div class=\"wpb_column col-12 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\/quality-assurance-and-monitoring\"><div class=\"card-body\"><h3 class=\"h5\">Surveillance et assurance qualit\u00e9<\/h3><p>Enregistrez chaque interaction sur tous les canaux sans aucune perte de donn\u00e9es, pour obtenir des informations sur la voix du client (VoC).<\/p><\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"btn small chevron btn-secondary\" href=\"#\" target=\"\" rel=\"\"><\/div><\/div><\/div><\/a><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=\u00a0\u00bbbgc-lgray\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row gap=\u00a0\u00bb35&Prime; equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbmiddle\u00a0\u00bb vib=\u00a0\u00bbenable\u00a0\u00bb][vc_column width=\u00a0\u00bb2\/3&Prime; offset=\u00a0\u00bbvc_col-sm-offset-2&Prime;][vc_column_text] Pour votre centre de contact, choisissez le logiciel le plus performant Des fondamentaux du centre d&rsquo;appel aux derni\u00e8res innovations CX, le logiciel de centre de contact cloud id\u00e9al vous permettra d\u2019offrir une exp\u00e9rience client d\u2019exception en toute simplicit\u00e9. [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/4&Prime; offset=\u00a0\u00bbvc_hidden-sm vc_hidden-xs\u00a0\u00bb][vc_column_text] Logiciels de centres [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":16,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-84881","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/84881","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/comments?post=84881"}],"version-history":[{"count":19,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/84881\/revisions"}],"predecessor-version":[{"id":583316,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/pages\/84881\/revisions\/583316"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=84881"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}