{"id":341264,"date":"2020-10-01T23:30:50","date_gmt":"2020-10-02T06:30:50","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=341264"},"modified":"2021-06-28T15:16:21","modified_gmt":"2021-06-28T22:16:21","slug":"why-companies-adopting-ccaas-are-winning-the-cx-battle","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/why-companies-adopting-ccaas-are-winning-the-cx-battle","title":{"rendered":"T\u00e9moignage Legrand : Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de la CX !"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Analyste, t\u00e9moignage client et d\u00e9monstration<\/p>\n<p class=\"pre_h1 text-black\"><strong>Le Mardi 3 novembre de 11h00 \u00e0 12h00<\/strong><\/p>\n<p>[\/vc_column_text][vc_single_image image=\u00a0\u00bb336216&Prime; si_max_width=\u00a0\u00bb35%\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1601620153658{margin-top: 1rem !important;margin-bottom: 1rem !important;}\u00a0\u00bb][vc_single_image image=\u00a0\u00bb345817&Prime; si_max_width=\u00a0\u00bb35%\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1603304741437{margin-top: 1rem !important;margin-bottom: 1rem !important;}\u00a0\u00bb][vc_column_text]<\/p>\n<h1>Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de l&rsquo;Exp\u00e9rience Client<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text]En quelques mois, nos modes de vie et de travail ont chang\u00e9. Pour les entreprises, ses bouleversements acc\u00e9l\u00e8rent une urgence : celle de renouer plus \u00e9troitement avec les clients quitte \u00e0 optimiser leurs fonctionnements.<\/p>\n<p>Lors de ce w\u00e9binaire, la Direction de la Relation Client et la DSI<strong class=\"text-orange\"> du groupe industriel international LEGRAND <\/strong>exposeront comment le groupe adresse l&rsquo;Exp\u00e9rience Client BtoC mais aussi BtoB \u00e0 travers ses centres de contact en Europe :<\/p>\n<ul>\n<li><strong>Gestion des comp\u00e9tences depuis la vente jusqu&rsquo;au SAV<\/strong><\/li>\n<li><strong>La voix du client<\/strong> : Comment migrer vers le cloud ? Comment utiliser la bonne donn\u00e9e pour personnaliser les \u00e9changes ?<\/li>\n<li><strong>Manager pendant la crise<\/strong> : constat et adaptation face \u00e0 l&rsquo;adversit\u00e9<\/li>\n<\/ul>\n<p>Pour la premi\u00e8re fois en France, vous pourrez \u00e9couter le consultant europ\u00e8en <strong class=\"text-orange\">Frost &amp; Sullivan\u00a0<\/strong>qui dressera un \u00e9tat des lieux :<\/p>\n<ul>\n<li><strong>Cloud public\/priv\u00e9 ou multi-Cloud <\/strong>: Quel choix faire ?<\/li>\n<li>B\u00e9n\u00e9fices d&rsquo;une migration vers le cloud<\/li>\n<li>Quelles sont les <strong>priorit\u00e9s d&rsquo;investissements<\/strong> pour am\u00e9liorer la performance d&rsquo;un centre de contact ?<\/li>\n<li><strong>Positionnenement des meilleurs \u00e9diteurs <\/strong><strong>2020-2021<\/strong><\/li>\n<\/ul>\n<p>Enfin, vous suivrez une d\u00e9monstration de la plateforme GENESYS CLOUD, comment\u00e9e par nos experts : Gestion de la voix, du digital au sein d&rsquo;un parcours client-agent, scripting, usage de l&rsquo;intelligence artificielle&#8230;<\/p>\n<p>\u00c0 ne pas manquer ![\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\u00a0\u00bb1\/3&Prime;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Heureux de vous revoir,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Ce n\u2019est pas vous ?<\/a><\/p><\/div><input 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class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nom\">\n        <label for=\"fe191\">Nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"T\u00e9l\u00e9phone\">\n        <label for=\"fe215\">T\u00e9l\u00e9phone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" 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value=\"Claims\">R\u00e9clamations<\/option><option value=\"Collections\">Collecte<\/option><option value=\"Contact Center Management\">Gestion du centre de contact<\/option><option value=\"Customer Experience\">Exp\u00e9rience client<\/option><option value=\"Customer Service\">Service client<\/option><option value=\"Ecommerce\/Digital Channels\">E-commerce\/canaux digitaux<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Ressources humaines<\/option><option value=\"Influencer\">Influenceur<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">SVI<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Gestion des op\u00e9rations\/processus<\/option><option value=\"Production Management\">Gestion de la production<\/option><option value=\"Purchasing\">Achats<\/option><option value=\"Sales\">Ventes<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe218\">D\u00e9partement<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Nom de la soci\u00e9t\u00e9\">\n        <label for=\"fe193\">Nom de la soci\u00e9t\u00e9<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pays<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">D\u00e9partement\/r\u00e9gion<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Ville\">\n        <label for=\"fe226\">Ville<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Intitul\u00e9 du poste\">\n        <label for=\"fe220\">Intitul\u00e9 du poste<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banque<\/option><option value=\"Business Services\">Services commerciaux<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">\u00c9nergie et services publics<\/option><option value=\"Entertainment\">Divertissement<\/option><option value=\"Government\">Service public<\/option><option value=\"Insurance\">Assurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologies<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Autre<\/option>\n        <\/select>\n        <label for=\"fe221\">Industrie<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Recherches pr\u00e9liminaires<\/option><option value=\"Gathering business requirements\">\u00c9tablissement d\u2019un cahier des charges<\/option><option value=\"Comparing solutions\">Comparaison de solutions<\/option><option value=\"Ready for a conversation\">Pr\u00eat \u00e0 engager une discussion<\/option>\n        <\/select>\n        <label for=\"fe222\">Domaine d\u2019int\u00e9r\u00eat<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1 \u00e0 20<\/option><option value=\"21-50\">21 \u00e0 50<\/option><option value=\"51-100\">51 \u00e0 100<\/option><option value=\"101-300\">101 \u00e0 300<\/option><option value=\"301-500\">301 \u00e0 500<\/option><option value=\"501-1000\">501 \u00e0 1\u00a0000<\/option><option value=\">1000\">Plus de 1\u00a0000<\/option><option value=\"No Contact Center\">Pas un centre de contact<\/option><option value=\"Don't Know\">Ne sait pas<\/option>\n        <\/select>\n        <label for=\"fe225\">Nombre de postes agents<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Oui. Me tenir inform\u00e9 par e-mail ou par t\u00e9l\u00e9phone des informations relatives \u00e0 Genesys.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Je souhaite \u00eatre contact\u00e9 par un expert CX<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"S'inscrire maintenant !\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"S'inscrire maintenant !\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Les conf\u00e9renciers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb345812&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Dominique Delaporte<br \/>\n<\/strong>DSI\/IT &#8211; Front-Office Manager<br \/>\nLEGRAND<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb342958&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>David Gonzalez<br \/>\n<\/strong>Responsable CRC<br \/>\nDirection Commerciale France<br \/>\nLEGRAND<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\u00a0\u00bbyes\u00a0\u00bb content_placement=\u00a0\u00bbtop\u00a0\u00bb el_class=\u00a0\u00bbspeaker_list\u00a0\u00bb][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb340892&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Alexander Michael<\/strong><br \/>\nSenior Director of Consulting<br \/>\nFrost &amp; Sullivan<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\u00a0\u00bb1\/2&Prime;][vc_single_image image=\u00a0\u00bb345815&Prime; img_size=\u00a0\u00bbfull\u00a0\u00bb][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Romain Jourdy<br \/>\n<\/strong>Sr Solution Consultant<br \/>\nGENESYS<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_row css=\u00a0\u00bb.vc_custom_1602056235438{margin-bottom: 2rem !important;}\u00a0\u00bb][vc_column][vc_column_text]<em>\u00ab La solution Genesys Cloud nous a permis d\u2019assurer une continuit\u00e9 de service sans faille durant le confinement li\u00e9 au Covid en d\u00e9ployant le t\u00e9l\u00e9travail en quelques heures sans aucune difficult\u00e9. Cela a \u00e9t\u00e9 totalement transparent pour le client. \u00bb &#8211;<\/em> David Gonzalez\u00a0 &#8211; Responsable CRC &#8211; Direction Commerciale France de LEGRAND[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=\u00a0\u00bb2\/3&Prime;][vc_column_text] Analyste, t\u00e9moignage client et d\u00e9monstration Le Mardi 3 novembre de 11h00 \u00e0 12h00 [\/vc_column_text][vc_single_image image=\u00a0\u00bb336216&Prime; si_max_width=\u00a0\u00bb35%\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1601620153658{margin-top: 1rem !important;margin-bottom: 1rem !important;}\u00a0\u00bb][vc_single_image image=\u00a0\u00bb345817&Prime; si_max_width=\u00a0\u00bb35%\u00a0\u00bb css=\u00a0\u00bb.vc_custom_1603304741437{margin-top: 1rem !important;margin-bottom: 1rem !important;}\u00a0\u00bb][vc_column_text] Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de l&rsquo;Exp\u00e9rience Client [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]En quelques mois, nos modes de vie et de travail ont chang\u00e9. [&hellip;]<\/p>\n","protected":false},"author":715,"featured_media":342441,"template":"","tax_priority":[54],"tax_contenttheme":[14892],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-341264","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-analyst","tax_priority-54","tax_contenttheme-improve-customer-experience-fr-fr"],"acf":{"no_follow":false,"meta_twitter_description":"","meta_facebook_description":"","w_tycontent":"<p style=\"text-align: center;\">Bonjour,<\/p>\n<p style=\"text-align: center;\">Merci de vous \u00eatre inscrit au webinaire \u00ab\u00a0Pourquoi les entreprises qui adoptent CCaaS gagnent la bataille de l&rsquo;Exp\u00e9rience Client\u00a0\u00bb.<br \/>\nVous recevrez sous peu un message automatique avec le lien pour acc\u00e9der \u00e0 la plateforme de visioconf\u00e9rence.<br \/>\nAssurez-vous de bien v\u00e9rifier votre messagerie :\u00a0 les \u00e9metteurs seront Whitelist@genesys.com et @on24event.com.<\/p>\n<p style=\"text-align: center;\">Excellente journ\u00e9e,<\/p>\n<p style=\"text-align: center;\">Pour plus d&rsquo;informations sur le sujet d&rsquo;aujourd&rsquo;hui, veuillez consulter \u00e9galement le<br \/>\nrapport: <a href=\"https:\/\/www.genesys.com\/fr-fr\/resources\/frost-radar-marche-europeen-du-centre-de-contact-en-tant-que-service-2020\">Frost Radar\u2122 : march\u00e9 europ\u00e9en du centre de contact en tant que service, 2020<\/a><\/p>\n","meta_description":"Les donn\u00e9es du march\u00e9 europ\u00e9en des centres de contact dans le Cloud \"CCaaS\" sont incontestables. 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