{"id":587899,"date":"2025-08-11T06:29:51","date_gmt":"2025-08-11T13:29:51","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/unifier-le-front-et-le-back-office-pour-transformer-la-prestation-de-services"},"modified":"2025-08-11T06:34:26","modified_gmt":"2025-08-11T13:34:26","slug":"unifying-the-front-and-back-office-to-transform-service-delivery","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/fr-fr\/webinars\/unifying-the-front-and-back-office-to-transform-service-delivery","title":{"rendered":"Unifier le front et le back office pour transformer la prestation de services"},"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 content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb.vc_custom_1718633767899{margin-bottom: 10px !important;}\u00a0\u00bb]<\/p>\n<p class=\"pre_h1\">Webinaire \u00e0 la demande<\/p>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1748360069866{margin-bottom: 20px !important;}\u00a0\u00bb]<\/p>\n<h1 class=\"h2\">Des silos \u00e0 la synergie : unifier le front et le back office pour transformer la prestation de services<\/h1>\n<p>[\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<span data-olk-copy-source=\"MessageBody\">D\u00e9couvrez les points de vue de ServiceNow, McGee-Smith Analytics, Stefanini et Genesys sur la transformation de la prestation de services, la puissance d\u2019une collaboration fluide entre le front et le back office, et le r\u00f4le de l\u2019automatisation pilot\u00e9e par l\u2019IA.<\/span>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime; el_id=\u00a0\u00bbform\u00a0\u00bb offset=\u00a0\u00bbvc_col-lg-offset-1 vc_col-lg-5&Prime;]<div class=\"eloq_form elq-container gmkto_form_type_ 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 value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CT4lIAG\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/587899?thankyou=587899&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/587899\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"fr-fr\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/587899\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"587899\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"E-mail professionnel\" placeholder=\"E-mail professionnel\">\n        <label for=\"fe192\">E-mail professionnel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Pr\u00e9nom\">\n        <label for=\"fe190\">Pr\u00e9nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nom\">\n        <label for=\"fe191\">Nom<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Cadre sup\u00e9rieur<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Directeur<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Ing\u00e9nieur\/Architecte<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyste<\/option><option value=\"Partner\">Partenaire<\/option><option value=\"Staff\">Personnel<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe219\">R\u00f4le<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">R\u00e9clamations<\/option><option value=\"Collections\">Collecte<\/option><option value=\"Contact Center Management\">Gestion du centre de contact<\/option><option value=\"Customer Experience\">Exp\u00e9rience client<\/option><option value=\"Customer Service\">Service client<\/option><option value=\"Ecommerce\/Digital Channels\">E-commerce\/canaux digitaux<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Ressources humaines<\/option><option value=\"Influencer\">Influenceur<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">SVI<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Gestion des op\u00e9rations\/processus<\/option><option value=\"Production Management\">Gestion de la production<\/option><option value=\"Purchasing\">Achats<\/option><option value=\"Sales\">Ventes<\/option><option value=\"Unknown\">Autre<\/option>\n        <\/select>\n        <label for=\"fe218\">D\u00e9partement<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Nom de la soci\u00e9t\u00e9\">\n        <label for=\"fe193\">Nom de la soci\u00e9t\u00e9<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" 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=\"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=\"Visionner\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Visionner\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>En fournissant vos informations, vous acceptez notre <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">politique de confidentialit\u00e9<\/a><\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<div class=\"x_elementToProof\" data-olk-copy-source=\"MessageBody\">\n<p>D\u00e9couvrez les points de vue de ServiceNow, McGee-Smith Analytics, Stefanini et Genesys sur la transformation de la prestation de services, la puissance d\u2019une collaboration fluide entre le front et le back office, et le r\u00f4le de l\u2019automatisation pilot\u00e9e par l\u2019IA.<\/p>\n<p>Les clients attendent aujourd\u2019hui des exp\u00e9riences rapides, coh\u00e9rentes et sans effort \u00e0 chaque interaction. Mais des syst\u00e8mes front et back office d\u00e9connect\u00e9s cr\u00e9ent des ruptures qui peuvent entra\u00eener frustration, perte de clients et inefficacit\u00e9s co\u00fbteuses. Selon le rapport\u00a0<i>The State of Customer Experience<\/i>, 30 % des consommateurs interrog\u00e9s ont cess\u00e9 de faire affaire avec une entreprise l\u2019an pass\u00e9 en raison d\u2019une mauvaise exp\u00e9rience.<\/p>\n<p>Rejoignez l\u2019experte du secteur Sheila McGee-Smith, ainsi que des dirigeants de Genesys et ServiceNow, pour une plong\u00e9e au c\u0153ur des strat\u00e9gies permettant d\u2019unifier le front et le back office et de transformer vos op\u00e9rations de service\u00a0 un levier pour renforcer la fid\u00e9lit\u00e9 client, am\u00e9liorer l\u2019efficacit\u00e9 des agents et r\u00e9duire les d\u00e9lais de r\u00e9solution.<\/p>\n<p>Au cours de cette session, vous d\u00e9couvrirez \u00e9galement comment le leader mondial des services IT,\u00a0<b>Stefanini<\/b><strong>, repense la prestation de services et l\u2019exp\u00e9rience agent<\/strong> gr\u00e2ce \u00e0 la puissance combin\u00e9e de Genesys et ServiceNow.<\/p>\n<\/div>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\"><span data-olk-copy-source=\"MessageBody\">Visionnez la session d\u00e8s maintenant et d\u00e9couvrez :<\/span><\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li><span data-olk-copy-source=\"MessageBody\">Les tendances qui red\u00e9finissent la prestation de services et le r\u00f4le de l\u2019IA et de l\u2019automatisation<\/span><\/li>\n<li><span data-olk-copy-source=\"MessageBody\">Comment une exp\u00e9rience de service unifi\u00e9e peut stimuler la fid\u00e9lit\u00e9 client et l\u2019agilit\u00e9 op\u00e9rationnelle<\/span><\/li>\n<li>\n<div role=\"presentation\" data-olk-copy-source=\"MessageBody\">Comment\u00a0Stefanini\u00a0favorise l\u2019excellence de service et renforce la productivit\u00e9 des collaborateurs gr\u00e2ce \u00e0 Genesys et ServiceNow<\/div>\n<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]<\/p>\n<h3 style=\"text-align: center;\">Rencontrez les intervenants<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\u00a0\u00bbyes\u00a0\u00bb el_class=\u00a0\u00bbjustify-content-center\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Sheila-McGee-Smith.png\" alt=\"Sheila McGee-Smith\" ><\/div><div class=\"details\"><p class=\"name h5\">Sheila McGee-Smith<\/p><p class=\"info\">President and Principal Analyst, McGee-Smith Analytics<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Brian-Spencer.png\" alt=\"Brian Spencer\" ><\/div><div class=\"details\"><p class=\"name h5\">Brian Spencer<\/p><p class=\"info\">Sr. Director, Product Management, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Ian-Henderson.png\" alt=\"Ian Henderson\" ><\/div><div class=\"details\"><p class=\"name h5\">Ian Henderson<\/p><p class=\"info\">Sr. Director, Product Management, ServiceNow<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=\u00a0\u00bb1\/2&Prime;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/600x600-Headshot-Andy-Lindsay.png\" alt=\"Andrew Lindsay\" ><\/div><div class=\"details\"><p class=\"name h5\">Andrew Lindsay<\/p><p class=\"info\">UC Engineering Manager, Stefanini<\/p><\/div><\/div><div class=\"bio\"><\/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%22hide_mobile%22%3A%22yes%22%7D%5D\u00a0\u00bb][vc_row content_placement=\u00a0\u00bbmiddle\u00a0\u00bb][vc_column width=\u00a0\u00bb1\/2&Prime;][vc_column_text css=\u00a0\u00bb.vc_custom_1718633767899{margin-bottom: 10px !important;}\u00a0\u00bb] Webinaire \u00e0 la demande [\/vc_column_text][vc_column_text css=\u00a0\u00bb.vc_custom_1748360069866{margin-bottom: 20px !important;}\u00a0\u00bb] Des silos \u00e0 la synergie : unifier le front et le back office pour transformer la prestation de services [\/vc_column_text][vc_column_text css=\u00a0\u00bb\u00a0\u00bb]D\u00e9couvrez les points de vue de ServiceNow, McGee-Smith Analytics, Stefanini et Genesys sur la transformation de la prestation de [&hellip;]<\/p>\n","protected":false},"author":596,"featured_media":570383,"template":"","tax_priority":[54],"tax_contenttheme":[14892,14894],"tax_bundle":[],"tax_contenttheme2":[16127,16193],"tax_capability_sitewide":[16202,16316,16393],"tax_products_programs":[17540],"tax_buying_job":[16718,16666],"tax_buyer_persona":[16888,16916],"tax_sector":[16925,16978,17016,17033,16957,18513],"tax_segment":[17081,17099],"class_list":["post-587899","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-customer-experience-fr-fr","tax_contenttheme-level-up-your-technology-fr-fr","tax_contenttheme2-improve-customer-experience-fr-fr","tax_contenttheme2-level-up-your-technology-fr-fr","tax_capability_sitewide-ai-and-automation-fr-fr","tax_capability_sitewide-integrations-fr-fr","tax_capability_sitewide-unified-communications-fr-fr","tax_products_programs-genesys-cloud-cx-fr-fr","tax_buying_job-job-4-supplier-selection-fr-fr","tax_buying_job-job-2-solution-exploration-fr-fr","tax_buyer_persona-business-fr-fr","tax_buyer_persona-technical-fr-fr","tax_sector-financial-fr-fr","tax_sector-industrial-fr-fr","tax_sector-public-fr-fr","tax_sector-retail-fr-fr","tax_sector-healthcare-fr-fr","tax_sector-technologies","tax_segment-enterprise-fr-fr","tax_segment-midsized-fr-fr","tax_content_type-video-fr-fr"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":565074,"post_author":"738","post_date":"2025-04-01 22:09:35","post_date_gmt":"2025-04-02 05:09:35","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h1>Unified Experience : pr\u00e9sentation du produit de Genesys et ServiceNow<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F2d4840396c1c19eb%2Foriginal%2FUnified-Experience-from-Genesys-and-ServiceNow_FR.pdf|title:Acc%C3%A9der%20%C3%A0%20la%20pr%C3%A9sentation|target:_blank\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Le \u00ab middleware \u00bb humain est l'une des principales causes d'une mauvaise exp\u00e9rience client<\/h2>\r\nPour les consommateurs, votre marque est une entit\u00e9 unique, et non une multitude de fonctions disparates. Ils s\u2019attendent donc \u00e0 des parcours fluides quel que soit le nombre de services impliqu\u00e9s. Pourtant, de nombreuses entreprises continuent encore d\u2019utiliser plusieurs syst\u00e8mes de routage des interactions entre les canaux et les conseillers. Elles entendent ainsi g\u00e9rer un grand nombre d\u2019applications pour accomplir le travail requis ou attribuer des t\u00e2ches aux \u00e9quipes middle-office et back-office. Tout comme le middleware sert de ciment aux logiciels, le \u00ab\u00a0middleware\u00a0\u00bb humain doit\u00a0assurer la liaison entre ces processus manuels et ces technologies cloisonn\u00e9es, ce qui entra\u00eene de la frustration et une perte de temps \u00e0 la fois pour vos clients et vos collaborateurs.\r\n<h2 class=\"h3\">Offrez \u00e0 vos clients une exp\u00e9rience unifi\u00e9e \u00e0 la hauteur de leurs attentes<\/h2>\r\nLa solution Unified Experience de Genesys et ServiceNow simplifie la collaboration entre les services en reliant les conseillers aux \u00e9quipes, informations et processus back-office pour orchestrer des engagements plus efficaces. Rassemblez les \u00e9quipes du service client et leurs t\u00e2ches sur un seul poste de travail, centralisez les interactions et le routage des t\u00e2ches dans l\u2019ensemble des canaux et services, et optimisez l\u2019engagement collaborateur et les parcours client\u00a0\u2013 le tout pilot\u00e9 par l\u2019intelligence artificielle (IA). R\u00e9duisez les co\u00fbts logiciels, de d\u00e9veloppement et de maintenance en consolidant votre stack technologique d\u2019exp\u00e9rience client (CX) en une seule et unique plateforme cl\u00e9 en main.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F11b91a5de45254ea%2Foriginal%2FUnified-Experience-from-Genesys-and-ServiceNow.pdf|title:Acc%C3%A9der%20%C3%A0%20la%20pr%C3%A9sentation|target:_blank|\"][vc_column_text el_class=\"mt-2\"][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card card_header=\"enabled\" background_color=\"bgc-white\" card_header_type=\"html\" card_header_html=\"PGgzIGNsYXNzPSJtYi0wIj48aSBjbGFzcz0iZmFrIGZhLWdlbi1zdGFyIHRleHQtd2hpdGVpY29uLXNpemUtcmVndWxhciIgYXJpYS1oaWRkZW49InRydWUiPjwvaT4gQXZhbnRhZ2VzPC9oMz4=\"]\r\n<ul class=\"text-24\">\r\n \t<li>R\u00e9duisez les co\u00fbts logiciels, de d\u00e9veloppement et de maintenance<\/li>\r\n \t<li>Ne passez plus votre temps \u00e0 jongler entre diff\u00e9rentes applications<\/li>\r\n \t<li>Maximisez la productivit\u00e9 des collaborateurs<\/li>\r\n \t<li>Renforcez la fid\u00e9lit\u00e9 et la satisfaction des clients<\/li>\r\n \t<li>Optimisez le taux d\u2019occupation des conseillers et limitez le turnover des effectifs<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" disable_element=\"yes\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"Unified Experience : pr\u00e9sentation du produit de Genesys et ServiceNow","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"unified-experience-from-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2025-06-24 12:15:42","post_modified_gmt":"2025-06-24 19:15:42","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/presentation-du-produit-experience-unifiee-de-genesys-et-servicenow","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":570818,"post_author":"596","post_date":"2025-05-06 06:19:09","post_date_gmt":"2025-05-06 13:19:09","post_content":"","post_title":"Unified Experience de Genesys et ServiceNow : D\u00e9mo","post_excerpt":"D\u00e9couvrez comment les fonctionnalit\u00e9s de gestion de l'engagement des collaborateurs de Genesys Cloud peuvent r\u00e9volutionner l'exp\u00e9rience employ\u00e9 et booster vos revenus. Voir la d\u00e9mo maintenant.","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"unified-experience-from-genesys-and-servicenow-demo","to_ping":"","pinged":"","post_modified":"2025-05-06 06:23:48","post_modified_gmt":"2025-05-06 13:23:48","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/unified-experience-de-genesys-et-servicenow-demo","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":571007,"post_author":"945","post_date":"2025-06-23 10:17:23","post_date_gmt":"2025-06-23 17:17:23","post_content":"[vc_section][vc_row][vc_column][vc_column_text css=\"\"]The pressures to deliver on today\u2019s customer expectations are intense. Customers expect seamless service journeys, no matter how many people, channels or departments are involved. And they\u2019ll quickly shift to your competitors when their expectations go unmet. In fact, \u201c<a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>\u201d report shows that more than half of customers surveyed will switch after just two to five negative interactions.\r\n\r\nIn the contact center, workforce turnover is high, draining knowledge and the investments your business has made in hiring and training staff. And while yesterday\u2019s point solutions for supporting your workforce were quick and easy to acquire, they\u2019re now proving difficult to weave together into a comprehensive, connected tech stack.\r\n\r\nCustomer service teams tie these manual processes and siloed technologies together themselves, leading to frustrating and time-consuming experiences for both your customers and employees. This inefficient \u201chuman middleware\u201d approach contributes to poor customer experiences (CX) \u2014 and can cost your organization money.\r\n\r\nLast year, Genesys\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/genesys-and-servicenow-the-power-of-a-unified-experience\" target=\"_blank\" rel=\"noopener\">announced a new strategic partnership with ServiceNow<\/a>\u00a0to explore how our companies and platforms could come together to solve these challenges. And, as Olivier Jouve, Chief Product Officer at Genesys, noted, \u201cBringing our platforms closer together will give our customers choice and flexibility as they work to elevate their customer and employee experiences.\u201d\r\n\r\nToday, I\u2019m thrilled to share that Unified Experience from Genesys and ServiceNow is now available on the\u00a0<a href=\"https:\/\/store.servicenow.com\/sn_appstore_store.do#!\/store\/application\/8b85538193da1a501dd6b0f97bba1063\" target=\"_blank\" rel=\"noopener\">ServiceNow Store<\/a>\u00a0and the\u00a0<a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/277fe408-8253-44d5-8fb0-9657b03a66ea\" target=\"_blank\" rel=\"noopener\">AppFoundry<sup>\u00ae<\/sup>\u00a0Marketplace<\/a>.\r\n\r\nIn this article, we\u2019ll take a deep dive into our research and findings from designing and beta-testing this new solution together. And we\u2019ll examine the 3 key elements that will help you deliver the unified experience your customers and employees expect.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2>1. Centralize Interaction and Work Routing<\/h2>\r\nDeploying multiple systems to route and manage different channels and other systems entirely to assign and automate work across middle- and back-office teams can negatively affect not only your ability to deliver world-class service, but also your bottom line.\r\n\r\nCustomers are often forced to repeat themselves when they switch communication channels. Frontline agents receive work that doesn\u2019t always align to their skillsets, and they must shift through multiple applications to gather information. This can only add to their frustration. The business is left with redundant tech systems that must be constantly maintained to keep operational \u2013 raising IT budgets year after year.\r\n\r\nUnified Experience from Genesys and ServiceNow brings together the routing of front-office interactions with back-office tasks into a single artificial intelligence (AI)-powered orchestration engine. Routing is centralized in the Genesys Cloud<sup>\u2122<\/sup>\u00a0platform which streamlines the delivery of work to the right people at the right time, integrating real-time experiences such as voice calls and chat messages with offline work like cases. This makes it possible for customer service representatives[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2>2. Unifier les \u00e9quipes sur un seul bureau<\/h2>Les secteurs de l&apos;exp\u00e9rience client et de la gestion de la relation client (CRM) \u00e9voquent le concept d&apos;un \u00ab\u00a0\u00e9cran unique\u00a0\u00bb depuis des ann\u00e9es, voire des d\u00e9cennies. Pourtant, de nombreuses entreprises exigent toujours que leurs agents, superviseurs et experts travaillent sur des applications s\u00e9par\u00e9es et d\u00e9connect\u00e9es pour communiquer avec les clients et effectuer les t\u00e2ches n\u00e9cessaires pour r\u00e9soudre leurs probl\u00e8mes. Cela introduit un \u00ab\u00a0middleware humain\u00a0\u00bb co\u00fbteux dans vos processus CX. Bien que le facteur humain reste essentiel pour fournir un service client empathique, il est impossible de travailler efficacement tout en comblant l&apos;\u00e9cart entre les donn\u00e9es, les canaux et les flux de travail. Cela peut avoir un impact n\u00e9gatif sur tous les indicateurs cl\u00e9s de performance du centre de contact, du temps de traitement moyen aux scores de satisfaction client en passant par la fid\u00e9lisation des agents (dont nous reparlerons). Comparons une interaction dans un centre de contact avec des syst\u00e8mes et des services d\u00e9connect\u00e9s avec son \u00e9quivalent dans l&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow.[\/vc_column_text][vc_single_image image=\"560140\" alignment=\"center\" css=\"\"][vc_single_image image=\"560141\" alignment=\"center\" css=\"\"][vc_single_image image=\"560142\" alignment=\"center\" css=\"\" el_class=\"mb-2\"][vc_column_text css=\"\" el_class=\"mb-2\"]L&apos;exp\u00e9rience unifi\u00e9e de Genesys et ServiceNow Workspace peut optimiser l&apos;efficacit\u00e9 du personnel gr\u00e2ce \u00e0 l&apos;acc\u00e8s aux contr\u00f4les d&apos;interaction natifs, aux donn\u00e9es client et op\u00e9rationnelles, aux automatisations de flux de travail et \u00e0 l&apos;assistance IA, le tout dans une vue unique. Par rapport aux int\u00e9grations CTI existantes, cette approche native \u00e9limine les fen\u00eatres contextuelles intrusives qui couvrent les donn\u00e9es et interf\u00e8rent avec la prestation de services. De plus, la solution agr\u00e8ge automatiquement les donn\u00e9es d&apos;op\u00e9rations en temps r\u00e9el de ServiceNow et les donn\u00e9es d&apos;engagement de Genesys\u00a0Cloud dans une source de donn\u00e9es commune. Cela alimente l&apos;IA et fournit des informations en temps r\u00e9el que les agents peuvent utiliser pour obtenir rapidement des r\u00e9sultats significatifs.[\/vc_column_text][vc_single_image image=\"559820\" alignment=\"center\" css=\"\" el_class=\"mb-1\"][vc_column_text css=\"\"]<strong>Unified Desktop:<\/strong>\u00a0Switching between systems takes time and effort. Bringing together Genesys Cloud and its vast toolkit of capabilities with ServiceNow CSM streamlines work delivery and execution to reduce average handle times.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\" el_class=\"mb-2\"]\r\n<h2>3. Optimize Workforce Engagement<\/h2>\r\nAccording to\u00a0<a href=\"https:\/\/www.sqmgroup.com\/resources\/library\/blog\/call-center-attrition-rate\" target=\"_blank\" rel=\"noopener\">SQM Group research<\/a>, the call center industry\u2019s annual agent turnover rate has risen to 38% in 2022. Mike Desmarais, founder and CEO of SQM Group notes, \u201cAs a result of the higher agent turnover, job burnout, absenteeism, operating cost, and lower [first call resolution] FCR and [customer satisfaction score] CSAT, you can strongly argue that call center turnover is the most important KPI.\u201d\r\n\r\nNew agents struggle to resolve interactions and cases on first contact. Even the most seasoned agents require the necessary tools and continuous professional development to become top performers. It can be nearly impossible to deliver a unified experience to customers with an inconsistent, ill-equipped workforce that doesn\u2019t own and value their careers.\r\n\r\nWith Unified Experience from Genesys and ServiceNow, a personalized dashboard of their performance, schedule, adherence, training and coaching helps agents quickly onboard, stay on task and own their career development. \u00a0And, when support teams receive the right type and amount of work and lean on AI-assistance and workflow automation to make their jobs easier, both employee satisfaction and customer satisfaction can improve.[\/vc_column_text][vc_single_image image=\"559821\" alignment=\"center\" css=\"\" el_class=\"mb-1\"][vc_column_text css=\"\"]<strong>AI-powered planning tools:\u00a0<\/strong>Optimize contact center occupancy by balancing interaction and case workloads with staff resources. This enables you to limit costly turnover with skill development and real-time AI assistance.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2>Deliver the Unified Experience Your Customers and Employees Expect<\/h2>\r\nCombine the power of an industry-recognized leader in\u00a0<a href=\"https:\/\/www.genesys.com\/resources\/gartner-magic-quadrant-for-contact-center-as-a-service\" target=\"_blank\" rel=\"noopener\">Contact Center as a Service (CCaaS)<\/a>\u00a0with\u00a0<a href=\"https:\/\/www.servicenow.com\/products\/customer-service-management.html?campid=59954&amp;cid=p:csm:dg:b:rmkt:exa:goog_ams_all_en_CSMT_rlsa_Brand:ams:all&amp;s_kwcid=AL!11692!3!516041570133!e!!g!!servicenow%20csm&amp;ds_c=GOOG_AMS_ALL_EN_DEMANDGEN_CSMT_RLSA_Brand_EXA_Top-RES&amp;cmcid=71700000082524423&amp;ds_ag=ServiceNow+CSM_EXA&amp;cmpid=58700006975377905&amp;ds_kids=p62820227427&amp;gad_source=1&amp;gclid=Cj0KCQiA-5a9BhCBARIsACwMkJ4cg81qeNB8TM-rzE3D5cNFw-VuqqA0zHQdNyCM6-INWmPAJtYY5IQaAqYGEALw_wcB&amp;gclsrc=aw.ds\" target=\"_blank\" rel=\"noopener\">ServiceNow Customer Service Management (CSM)<\/a>\u00a0to make every interaction easier for your customers, agents and supporting teams.\r\n\r\nUnified Experience from Genesys and ServiceNow can simplify cross-department collaboration by connecting agents with back-office teams, insights and processes to orchestrate more efficient engagements. It centralizes interaction and work routing across channels and departments; brings together customer service teams and their work onto a single desktop; and optimizes workforce engagement, all powered by AI.\r\n\r\nAnd consolidating your bespoke CX tech stack into a single turnkey offering can help to reduce the number of software tools, as well as the costs associated with software development and maintenance.\r\n\r\n<a href=\"https:\/\/www.genesys.com\/resources\/unified-experience-from-genesys-and-servicenow-demo?ost_tool=blog&amp;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\">Watch this demo<\/a>\u00a0to learn more about how Unified Experience from Genesys and ServiceNow can help you increase workforce productivity, boost customer loyalty and reduce total cost of ownership (TCO).[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Les 3 cl\u00e9s d\u2019une exp\u00e9rience unifi\u00e9e avec Genesys et ServiceNow","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"3-keys-to-delivering-unified-experiences-with-genesys-and-servicenow","to_ping":"","pinged":"","post_modified":"2026-07-13 21:17:14","post_modified_gmt":"2026-07-14 04:17:14","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/3-cles-pour-offrir-des-experiences-unifiees-avec-genesys-et-servicenow","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/qhCB066t_4k?cc_lang_pref=fr&cc_load_policy=1&hl=fr&rel=0\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","is_zoom":false,"meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"","next_steps_type":"default","ns_title":"","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/587899","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/users\/596"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/587899\/revisions"}],"predecessor-version":[{"id":587905,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/webinars\/587899\/revisions\/587905"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media\/570383"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/media?parent=587899"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_priority?post=587899"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme?post=587899"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_bundle?post=587899"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_contenttheme2?post=587899"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=587899"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_products_programs?post=587899"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buying_job?post=587899"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_buyer_persona?post=587899"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_sector?post=587899"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/fr-fr\/wp-json\/wp\/v2\/tax_segment?post=587899"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}