{"id":376174,"date":"2021-07-22T08:58:04","date_gmt":"2021-07-22T15:58:04","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=376174"},"modified":"2023-10-10T20:19:18","modified_gmt":"2023-10-11T03:19:18","slug":"7-contact-centers-trends-for-2021","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/7-contact-centers-trends-for-2021","title":{"rendered":"2021\u5e74\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u4e88\u60f3\u3055\u308c\u308b7\u3064\u306e\u50be\u5411"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]2020\u5e74\u3001\u4e16\u754c\u306f\u56f0\u96e3\u306a\u8ab2\u984c\u306b\u76f4\u9762\u3057\u307e\u3057\u305f\u3002\u591a\u304f\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u652f\u63f4\u3059\u308b\u305f\u3081\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u5c0e\u5165\u3057\u307e\u3057\u305f\u304c\u3001\u305d\u308c\u306f\u5909\u5316\u3078\u306e\u9069\u5fdc\u306b\u3068\u3069\u307e\u3089\u306a\u3044\u3082\u306e\u3067\u3057\u305f\u3002\u8ab2\u984c\u306b\u6b63\u9762\u304b\u3089\u53d6\u308a\u7d44\u307f\u3001\u696d\u52d9\u6539\u9769\u3092\u9032\u3081\u305f\u7d50\u679c\u3001\u96fb\u8a71\u3084\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001SNS\u306a\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u901a\u3058\u3066\u3001\u9867\u5ba2\u304c\u6c42\u3081\u308b\u30b5\u30fc\u30d3\u30b9\u3092\u671f\u5f85\u901a\u308a\u306b\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3057\u305f\u3002<\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9\u306f2021\u5e74\u3092\u898b\u636e\u3048\u3001\u5f15\u304d\u7d9a\u304d\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u5f37\u5316\u306b\u6ce8\u529b\u3057\u3066\u3044\u304d\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u30012021\u5e74\u4e88\u60f3\u3055\u308c\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u50be\u5411\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n

1.\u30af\u30e9\u30a6\u30c9<\/strong><\/h4>\n

\u65b0\u578b\u30b3\u30ed\u30ca\u30a6\u30a4\u30eb\u30b9\u306e\u611f\u67d3\u62e1\u5927\u3001\u305d\u308c\u306b\u4f34\u3046\u5916\u51fa\u5236\u9650\u306b\u3088\u308a\u3001\u30af\u30e9\u30a6\u30c9\u3092\u6d3b\u7528\u3059\u308b\u4f01\u696d\u304c\u5927\u5e45\u306b\u5897\u52a0\u3057\u307e\u3057\u305f\u3002\u30d3\u30b8\u30cd\u30b9\u3092\u901a\u5e38\u3069\u304a\u308a\u306b\u7d99\u7d9a\u3059\u308b\u305f\u3081\u3001\u4f01\u696d\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u5728\u5b85\u52e4\u52d9\u306b\u5207\u308a\u66ff\u3048\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u30af\u30e9\u30a6\u30c9\u3078\u79fb\u884c\u3057\u307e\u3057\u305f\u3002<\/p>\n

2021\u5e74\u3082\u3001\u3053\u3046\u3057\u305f\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u304c\u7d9a\u304f\u3068\u4e88\u60f3\u3055\u308c\u307e\u3059\u3002\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc<\/a>\u306b\u79fb\u884c\u3057\u305f\u4f01\u696d\u306f\u3001\u591a\u304f\u306e\u30e1\u30ea\u30c3\u30c8\u3092\u5b9f\u611f\u3057\u305f\u306f\u305a\u3067\u3059\u3002\u30d3\u30b8\u30cd\u30b9\u306e\u4fca\u654f\u6027\u3084\u7d99\u7d9a\u6027\u306e\u5411\u4e0a\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u30fc\u5f37\u5316\u3001\u751f\u7523\u6027\u5411\u4e0a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u696d\u52d9\u306e\u6539\u5584\u306a\u3069\u306f\u305d\u306e\u4ee3\u8868\u7684\u306a\u4f8b\u3067\u3059\u3002<\/p>\n

2.\u30de\u30eb\u30c1\u30af\u30e9\u30a6\u30c9<\/strong><\/h4>\n

\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3078\u79fb\u884c\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u5236\u7d04\u304c\u8ab2\u305b\u3089\u308c\u3066\u306f\u610f\u5473\u304c\u3042\u308a\u307e\u305b\u3093\u3002\u30d3\u30b8\u30cd\u30b9\u306e\u898f\u6a21\u3084\u69cb\u9020\u306b\u304b\u304b\u308f\u3089\u305a\u3001\u30af\u30e9\u30a6\u30c9\u306e\u67d4\u8edf\u6027\u3001\u62e1\u5f35\u6027\u3001\u76f8\u4e92\u904b\u7528\u6027\u3092\u81ea\u7531\u306b\u6d3b\u7528\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u3079\u304d\u3067\u3059\u3002<\/p>\n

2021\u5e74\u306f\u3001\u591a\u304f\u306e\u4f01\u696d\u304c\u3001\u6c4e\u7528\u6027\u306e\u4f4e\u3044\u30b7\u30b9\u30c6\u30e0\u3084\u7279\u5b9a\u306e\u30d9\u30f3\u30c0\u30fc\u5c02\u7528\u306e\u30b7\u30b9\u30c6\u30e0\u3001\u30d5\u30a9\u30fc\u30af\u30ea\u30d5\u30c8\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u306b\u5225\u308c\u3092\u544a\u3052\u308b\u3053\u3068\u306b\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u4ee3\u308f\u3063\u3066\u6b53\u8fce\u3055\u308c\u308b\u306e\u306f\u3001\u30d3\u30b8\u30cd\u30b9\u306b\u6700\u9069\u306a\u6a5f\u80fd\u3092\u8cfc\u5165\u30fb\u5b9f\u88c5\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306a\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u6a5f\u80fd\u3067\u3059\u3002<\/p>\n

3.\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8<\/strong><\/h4>\n

\u512a\u79c0\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u3082\u3063\u3068\u3082\u5927\u5207\u306a\u306e\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3067\u3042\u308b\u3053\u3068\u3092\u7406\u89e3\u3057\u3066\u3044\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6a29\u9650\u3092\u5f37\u5316<\/a>\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u3084\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u5168\u4f53\u3067\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u7ba1\u7406\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3084\u696d\u52d9\u306b\u5bfe\u3059\u308b\u6e80\u8db3\u5ea6\u3092\u6539\u5584\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u4eca\u5f8c\u3082\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u304c\u5b9a\u578b\u696d\u52d9\u3092\u51e6\u7406\u3059\u308b\u3088\u3046\u306b\u306a\u3063\u3066\u3044\u304f\u3067\u3057\u3087\u3046\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u696d\u52d9\u8ca0\u8377\u304c\u8efd\u6e1b\u3057\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u6700\u9069\u5316\u3057\u305f\u5bfe\u5fdc\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

4.\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba<\/strong><\/h4>\n

\u30b3\u30ed\u30ca\u798d\u304c\u3082\u305f\u3089\u3057\u305f\u6559\u8a13\u304c\u3042\u308b\u3068\u3059\u308c\u3070\u3001\u305d\u308c\u306f\u3001\u304a\u5ba2\u69d8\u3092\u771f\u306b\u7406\u89e3\u3059\u308b\u3053\u3068\u306e\u91cd\u8981\u6027\u3067\u3059\u3002\u533b\u7642\u3084\u91d1\u878d\u306a\u3069\u306e\u5206\u91ce\u3067\u306f\u3001\u304a\u5ba2\u69d8\u306f\u4e00\u4eba\u3072\u3068\u308a\u306b\u5fdc\u3058\u305f\u30b5\u30dd\u30fc\u30c8\u3092\u6c42\u3081\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9069\u5207\u306a\u60c5\u5831\u3092\u3059\u3050\u306b\u5165\u624b\u3067\u304d\u308b\u74b0\u5883\u304c\u5fc5\u8981\u3067\u3059\u30022021\u5e74\u3082\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u30b5\u30fc\u30d3\u30b9\u306e\u9700\u8981\u304c\u9ad8\u307e\u308b\u3067\u3057\u3087\u3046\u3002\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u3092\u7406\u89e3\u3057\u3001\u9867\u5ba2\u304c\u6c42\u3081\u308b\u30b5\u30fc\u30d3\u30b9\u3092\u30bf\u30a4\u30e0\u30ea\u30fc\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3088\u308a\u91cd\u8996\u3055\u308c\u308b\u306f\u305a\u3067\u3059\u3002<\/p>\n

5.\u30c7\u30b8\u30bf\u30eb<\/a><\/strong><\/h4>\n

SMS\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001AI\u3001\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u306a\u3069\u306e\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u6a5f\u80fd\u306f\u3001\u3082\u306f\u3084\u57fa\u76e4\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u8d85\u3048\u308b\u91cd\u8981\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u5927\u5207\u306a\u3053\u3068\u306f\u3001\u3053\u3046\u3057\u305f\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u6d3b\u7528\u3057\u3001\u9867\u5ba2\u3092\u4e2d\u5fc3\u306b\u8003\u3048\u306a\u304c\u3089\u53ce\u76ca\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u3067\u3059\u30022021\u5e74\u306f\u3001AI\u99c6\u52d5\u306e\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3084\u30c7\u30b8\u30bf\u30eb\u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u306a\u3069\u306e\u30c4\u30fc\u30eb\u3092\u5c0e\u5165\u3057\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5909\u9769\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306b\u53d6\u308a\u7d44\u3080\u4f01\u696d\u304c\u5897\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

6.\u5171\u611f<\/strong><\/h4>\n

\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u306f\u3001\u9867\u5ba2\u304c\u4f55\u3092\u6c42\u3081\u3066\u3044\u308b\u304b\u3092\u7406\u89e3\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u5177\u4f53\u7684\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9867\u5ba2\u306b\u5171\u611f\u3092\u6301\u3063\u3066\u63a5\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u3079\u304d\u3067\u3059\u3002\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u306e\u80cc\u666f\u60c5\u5831\u3084\u5206\u6790\u60c5\u5831\u3092\u63d0\u4f9b\u3059\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u304c\u6b20\u304b\u305b\u307e\u305b\u3093\u3002\u5fc3\u306e\u3053\u3082\u3063\u305f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3068\u76f8\u4e92\u652f\u63f4\u306b\u5f37\u3044\u6280\u8853\u30d1\u30fc\u30c8\u30ca\u30fc\u306e\u529b\u3092\u501f\u308a\u308b\u3053\u3068\u3082\u691c\u8a0e\u3059\u3079\u304d\u3067\u3059\u3002<\/p>\n

7.Experience as a Service<\/a><\/strong><\/h4>\n

\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5b9f\u73fe\u306b\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u7ba1\u7406\u306f\u5fc5\u9808\u3067\u3059\u3002\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3092\u77e5\u308a\u3001\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002AI\u30c4\u30fc\u30eb\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u5206\u6790\u6a5f\u80fd\u3092\u5229\u7528\u3059\u308c\u3070\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u5fdc\u3058\u305f\u30b5\u30dd\u30fc\u30c8\u3092\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30c4\u30fc\u30eb\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u3068\u5bfe\u5fdc\u8a08\u753b\u3092\u5b9a\u7fa9\u3057\u3001\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3082\u53ef\u80fd\u3067\u3059\u30022021\u5e74\u3001\u591a\u304f\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u304c\u3053\u308c\u3089\u306e\u6a5f\u80fd\u3092\u5c0e\u5165\u3057\u3001Experience as a ServiceSM<\/sup>\u30d3\u30b8\u30e7\u30f3\u306e\u5b9f\u73fe\u306b\u53d6\u308a\u7d44\u3080\u3053\u3068\u3067\u3057\u3087\u3046\u3002<\/p>\n

2021\u5e74\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5411\u4e0a\u306b\u3064\u3044\u3066\u306f\u3001\u300cGenesys Research for Empathy and Personalization\uff08\u5171\u611f\u3068\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u30b8\u30a7\u30cd\u30b7\u30b9\u306e\u8abf\u67fb\uff09<\/a>\u300d\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002 [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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