{"id":396020,"date":"2021-09-01T20:04:31","date_gmt":"2021-09-02T03:04:31","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/%e3%83%93%e3%82%b8%e3%83%a7%e3%83%b3%e3%81%ae%e5%ae%9f%e7%8f%be%ef%bc%9a%e3%82%b8%e3%82%a7%e3%83%8d%e3%82%b7%e3%82%b9%e3%81%8cccaas%e3%81%ab%e9%96%a2%e3%81%99%e3%82%8b%e3%82%ac%e3%83%bc%e3%83%88"},"modified":"2021-09-02T04:03:32","modified_gmt":"2021-09-02T11:03:32","slug":"gartner-ccaas-2021","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/gartner-ccaas-2021","title":{"rendered":"\u30d3\u30b8\u30e7\u30f3\u306e\u5b9f\u73fe\uff1a\u30b8\u30a7\u30cd\u30b7\u30b9\u304cCCaaS\u306b\u95a2\u3059\u308b\u30ac\u30fc\u30c8\u30ca\u30fc\u30fb\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u3067\u30ea\u30fc\u30c0\u30fc\u306b\u9078\u51fa"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\u6700\u8fd1\u3067\u306f\u3001\u4e16\u754c\u3092\u53d6\u308a\u5dfb\u304f\u74b0\u5883\u306e\u5909\u5316\u306b\u3088\u308a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u72b6\u6cc1\u3082\u5927\u5e45\u306b\u5909\u5316\u3057\u3064\u3064\u3042\u308a\u307e\u3059\u3002 \u305d\u306e\u7d50\u679c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306f\u30d3\u30b8\u30cd\u30b9\u5909\u9769\u306b\u304a\u3044\u3066\u6700\u512a\u5148\u4e8b\u9805\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002 \u73fe\u5728\u3067\u306f\u3001\u8fc5\u901f\u306a\u30ea\u30e2\u30fc\u30c8\u30ef\u30fc\u30af\u306e\u5b9f\u73fe\u304b\u3089\u3001\u5171\u611f\u306b\u57fa\u3065\u304f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5927\u898f\u6a21\u306a\u63d0\u4f9b\u306b\u81f3\u308b\u307e\u3067\u3001\u8a18\u9332\u306e\u9700\u8981\u304c\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u3088\u3046\u306a\u4e2d\u3001\u4f01\u696d\u306f\u67d4\u8edf\u6027\u3092\u9ad8\u3081\u3001\u3053\u308c\u307e\u3067\u4ee5\u4e0a\u306b\u9769\u65b0\u7684\u306a\u89e3\u6c7a\u7b56\u3092\u6c42\u3081\u308b\u3079\u304d\u72b6\u6cc1\u304c\u7d9a\u3044\u3066\u3044\u307e\u3059\u3002 \u591a\u304f\u306e\u4f01\u696d\u306f\u3001\u30b8\u30a7\u30cd\u30b7\u30b9\u3092\u63a1\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u4e2d\u65ad\u306e\u306a\u3044\u9ad8\u54c1\u8cea\u306e\u9867\u5ba2\u5bfe\u5fdc\u3092\u5b9f\u73fe\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n

\u904e\u53bb1\u5e74\u9593\u306b800\u793e\u3092\u8d85\u3048\u308b\u4f01\u696d\u304c\u3001\u5f93\u6765\u306e\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3084\u7b2c1\u4e16\u4ee3\u306e\u30af\u30e9\u30a6\u30c9\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u304b\u3089\u3001<\/span>\u00a0Genesys Cloud\u2122<\/span><\/a> \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3078\u306e\u79fb\u884c\u3084\u3001\u5c0e\u5165\u306e\u62e1\u5f35\u3001\u5951\u7d04\u66f4\u6539\u3092\u9078\u629e\u3057\u307e\u3057\u305f\u3002\u30b8\u30a7\u30cd\u30b7\u30b9\u306f\u3001\u5909\u5316\u3057\u7d9a\u3051\u308b\u7af6\u4e89\u74b0\u5883\u3078\u4f01\u696d\u304c\u9069\u5fdc\u3067\u304d\u308b\u3088\u3046\u69d8\u3005\u306a\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3057\u3066\u304a\u308a\u3001\u305d\u306e\u4fa1\u5024\u3068\u80fd\u529b\u306f\u9ad8\u3044\u8a55\u4fa1\u3092\u5f97\u3066\u3044\u307e\u3059\u3002<\/span>\u4f01\u696d\u306f\u30b8\u30a7\u30cd\u30b7\u30b9\u3068\u63d0\u643a\u3059\u308b\u3053\u3068\u3067\u3001 <\/span>Experience as a Service<\/span>\u2120<\/span>\u3092\u5b9f\u73fe\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/a><\/p>\n

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\u307e\u305f\u3001\u7d99\u7d9a\u7684\u306a\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3068\u6210\u9577\u306b\u3082\u5168\u529b\u3067\u53d6\u308a\u7d44\u3093\u3067\u3044\u307e\u3059\u3002 \u904e\u53bb1\u5e74\u9593\u3060\u3051\u3067\u3082\u3001Genesys Cloud \u306b\u306f267\u306e\u65b0\u6a5f\u80fd\u304c\u5c0e\u5165\u3055\u308c\u307e\u3057\u305f\u3002 \u30e6\u30fc\u30b6\u30fc\u6570\u306f\u524d\u5e74\u6bd4\u3067138%\u5897\u52a0\u3057\u3066\u3044\u307e\u3059\u3002 \u79fb\u884c\u306e\u901f\u5ea6\u3092\u4e0a\u3052\u3001\u4e00\u90e8\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u3064\u3044\u3066\u306f\u3001\u5951\u7d04\u304b\u3089\u5c0e\u5165\u307e\u3067\u306e\u671f\u9593\u3092\u308f\u305a\u304b90\u65e5\u306b\u77ed\u7e2e\u3057\u307e\u3057\u305f\u3002 <\/span><\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9\u306f\u91cd\u8981\u306a\u6a5f\u80fd\u306b\u5bfe\u3059\u308b\u7d99\u7d9a\u7684\u306a\u6295\u8cc7\u3092\u884c\u3063\u3066\u304a\u308a\u3001\u7279\u306b\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3001\u30c7\u30b8\u30bf\u30eb\u3001\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7ba1\u7406\u306b\u6ce8\u529b\u3057\u3066\u3044\u307e\u3059\u3002 \u30b8\u30a7\u30cd\u30b7\u30b9\u306e\u3053\u308c\u3089\u306e\u6a5f\u80fd\u3092\u4f7f\u7528\u3059\u308c\u3070\u3001<\/span>\u9867\u5ba2\u304c\u5e0c\u671b\u3059\u308b\u30c1\u30e3\u30cd\u30eb\u3067\u5bfe\u5fdc\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u307e\u305f\u3001\u6b21\u306e\u6700\u9069\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u3082\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002 \u307e\u305f\u3001\u3053\u308c\u3092\u5b9f\u65bd\u3059\u308b\u305f\u3081\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u4fe1\u983c\u6027\u306f\u3001\u304b\u3064\u3066\u306a\u3044\u307b\u3069\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002 <\/span><\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9\u304c <\/span>2021<\/span>Gartner<\/span>\u00ae Magic Quadrant\u2122 for Contact Center as a Service<\/span> \u306b\u304a\u3044\u3066\u30ea\u30fc\u30c0\u30fc\u306b\u9078\u51fa\u3055\u308c\u3001\u5b9f\u884c\u80fd\u529b\u304c\u6700\u3082\u9ad8\u3044\u3068\u8a55\u4fa1\u3055\u308c\u305f\u306e\u306f\u3001\u9ad8\u901f\u3067\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3057\u3001\u65b0\u6a5f\u80fd\u3092\u5927\u898f\u6a21\u306b\u5c0e\u5165\u3059\u308b\u80fd\u529b\u306e\u305f\u3081\u3060\u3068\u30b8\u30a7\u30cd\u30b7\u30b9\u306f\u8003\u3048\u3066\u3044\u307e\u3059\u3002 \u3053\u306e\u30ab\u30c6\u30b4\u30ea\u30fc\u306b\u304a\u3051\u308b\u5927\u304d\u306a\u524d\u9032\u306f\u3001\u30b8\u30a7\u30cd\u30b7\u30b9\u306e\u7d99\u7d9a\u7684\u306a\u6210\u9577\u3092\u53cd\u6620\u3057\u305f\u3082\u306e\u3067\u3059\u3002 \u79c1\u305f\u3061\u306f\u3001\u4e16\u754c\u6700\u5927\u898f\u6a21\u306e\u4f01\u696d\u304c\u30b8\u30a7\u30cd\u30b7\u30b9\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30af\u30bb\u30b9\u3001\u30b5\u30fc\u30d3\u30b9\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3001\u62e1\u5927\u3092\u7d9a\u3051\u308b\u30a8\u30b3\u30b7\u30b9\u30c6\u30e0\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001CX\u306e\u8907\u96d1\u3055\u3092\u89e3\u6c7a\u3067\u304d\u308b\u3088\u3046\u652f\u63f4\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n

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\u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\uff08CCaaS\uff09\u306b\u95a2\u3059\u308b2021\u5e74\u30ac\u30fc\u30c8\u30ca\u30fc\u30fb\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u306e\u30ec\u30dd\u30fc\u30c8<\/a>\u3092\u7121\u6599\u3067\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3044\u305f\u3060\u3051\u307e\u3059\u3002<\/span><\/b><\/p>\n

\u300cGartner Magic Quadrant for Contact Center as a Service\u300d\uff08\u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u95a2\u3059\u308b\u30ac\u30fc\u30c8\u30ca\u30fc\u30fb\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\uff09\u3001Drew Kraus\u3001Pri Rathnayake\u3001Steve Blood\u30012021\u5e748\u67089\u65e5\u3002 <\/em><\/p>\n

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Gartner\u304a\u3088\u3073Magic Quadrant\u306f\u7c73\u56fd\u304a\u3088\u3073\u305d\u306e\u4ed6\u306e\u56fd\u306b\u304a\u3051\u308bGartner, Inc.\u304a\u3088\u3073\u305d\u306e\u95a2\u9023\u4f1a\u793e\u306e\u767b\u9332\u5546\u6a19\u3067\u3042\u308a\u3001\u672c\u66f8\u3067\u306f\u8a31\u53ef\u3092\u5f97\u3066\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002 All rights reserved. <\/em><\/p>\n

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