{"id":481513,"date":"2023-06-21T07:12:39","date_gmt":"2023-06-21T14:12:39","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/automatisation-et-routage-des-taches"},"modified":"2023-06-21T07:42:30","modified_gmt":"2023-06-21T14:42:30","slug":"work-automation-and-task-routing","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/fr-fr\/resources\/work-automation-and-task-routing","title":{"rendered":"Automatisation et routage des t\u00e2ches"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=\u00a0\u00bbbgc-navy\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column][vc_column_text]<\/p>\n<h1>Automatisation et routage des t\u00e2ches<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/media\/FR_Product_Overview-Work_Automation_and_Task_Routing_20062023.pdf\" target=\"_blank\" rel=\"\">T\u00e9l\u00e9chargez la pr\u00e9sentation<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\u00a0\u00bbtop\u00a0\u00bb][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text]<\/p>\n<h3>Reliez le front et le back-office<\/h3>\n<p>Trop souvent, les fonctions du back-office travaillent avec leur propre r\u00e9f\u00e9rentiel de donn\u00e9es cloisonn\u00e9. Leurs \u00e9quipes manquent alors d\u2019informations suffisamment fiables pour mener \u00e0 bien leurs missions. Ce n\u2019est donc pas par hasard si le back-office est \u00e0 l\u2019origine de 60\u00a0% du m\u00e9contentement des clients. Une source d\u2019information unifi\u00e9e\u00a0(SSoT, Single Source of Truth) s\u2019impose donc.<\/p>\n<h3>Simplifiez la prise de d\u00e9cisions strat\u00e9giques<\/h3>\n<p>Le module d\u2019automatisation et de routage des t\u00e2ches de Genesys Cloud\u2122 int\u00e8gre les applications silot\u00e9es d\u2019une vari\u00e9t\u00e9 de syst\u00e8mes back-end. R\u00e9sultat\u00a0: chaque demande client est trait\u00e9e conform\u00e9ment aux accords\u00a0SLA sur lesquels vous vous engagez. Entre automatisation des workflows et assistance aux agents, ce syst\u00e8me place la technologie et l\u2019humain au service d\u2019exp\u00e9riences homog\u00e8nes de bout en bout. Ses donn\u00e9es fiables et son r\u00e9f\u00e9rentiel unique vous permettent de prendre des d\u00e9cisions strat\u00e9giques en temps r\u00e9el. Plus besoin de s\u2019en remettre \u00e0 un suivi manuel ou aux estimations approximatives des responsables administratifs pour s\u2019assurer que les op\u00e9rations de support client sont effectu\u00e9es dans les d\u00e9lais impartis.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/media\/FR_Product_Overview-Work_Automation_and_Task_Routing_20062023.pdf\" target=\"_blank\" rel=\"\">T\u00e9l\u00e9chargez la pr\u00e9sentation<\/a><\/div>[vc_column_text el_class=\u00a0\u00bbmt-2&Prime;][\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb5\/12&Prime;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1 bgc-orange \" ><h3 class=\"font-swb mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Avantages<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Respectez, voire d\u00e9passez vos engagements SLA<\/li>\n<li>Gagnez en efficacit\u00e9 op\u00e9rationnelle gr\u00e2ce \u00e0 l\u2019automatisation et \u00e0 l\u2019attribution proactive des t\u00e2ches<\/li>\n<li>Garantissez la r\u00e9partition \u00e9quitable de la charge de travail<\/li>\n<li>Projetez-vous au-del\u00e0 des interactions individuelles pour aborder la CX comme un parcours exp\u00e9rientiel orchestr\u00e9 de bout en bout<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\u00a0\u00bbbgc-yellow\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_image%22%3A%22383436%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Ressources compl\u00e9mentaires<\/h2><\/div><\/div><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-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\"><h3 class=\"item-title h6\">Genesys\u00a0Cloud\u00a0CX<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/contact-center-buyers-guide\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/820x464-Resource-Thumbnail-Ebook-Buyers-Guide-for-AI-and-CX.jpg\" height=\"464\" width=\"820\" alt=\"820&#215;464 resource thumbnail ebook buyers guide for ai and cx\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">eBook<\/p><h3 class=\"item-title h6\">Guide d'achat pour les centres de contact<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/the-forrester-wave-contact-center-as-a-service\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Resource-LP-Thumbnail-image-824x528-1.png\" height=\"697\" width=\"1230\" alt=\"Resource lp   thumbnail image 824&#215;528\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Rapport<\/p><h3 class=\"item-title h6\">The Forrester Wave Contact Center As A Service<\/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]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=\u00a0\u00bbbgc-navy\u00a0\u00bb flair=\u00a0\u00bb%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row][vc_column][vc_column_text] Automatisation et routage des t\u00e2ches [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\u00a0\u00bbtop\u00a0\u00bb][vc_column width=\u00a0\u00bb7\/12&Prime;][vc_column_text] Reliez le front et le back-office Trop souvent, les fonctions du back-office travaillent avec leur propre r\u00e9f\u00e9rentiel de donn\u00e9es cloisonn\u00e9. Leurs \u00e9quipes manquent alors d\u2019informations suffisamment fiables pour mener \u00e0 bien leurs missions. Ce n\u2019est donc pas par hasard si le back-office est \u00e0 [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":481523,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-481513","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_content_type-presentation-du-produit"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/481513","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/481513\/revisions"}],"predecessor-version":[{"id":481524,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/resources\/481513\/revisions\/481524"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/481523"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=481513"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=481513"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=481513"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=481513"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=481513"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=481513"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=481513"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=481513"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=481513"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=481513"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=481513"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}