{"id":427992,"date":"2022-04-11T03:23:33","date_gmt":"2022-04-11T10:23:33","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/ai-ccaas-ucaas-and-cloud-cx-stand-out-at-enterprise-connect"},"modified":"2022-04-11T03:40:12","modified_gmt":"2022-04-11T10:40:12","slug":"ai-ccaas-ucaas-and-cloud-cx-stand-out-at-enterprise-connect","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/ai-ccaas-ucaas-and-cloud-cx-stand-out-at-enterprise-connect","title":{"rendered":"\u3010Enterprise Connect 2022\u3011 AI, CCaaS + UCaaS, and Cloud CX \u3078\u306e\u6ce8\u76ee\u304c\u96c6\u307e\u308b"},"content":{"rendered":"

 <\/p>\n

Enterprise Connect 2022<\/a> \u306f\u3001\u30bb\u30c3\u30b7\u30e7\u30f3\u304b\u3089\u4f1a\u5834\u307e\u3067\u3001\u6700\u65b0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u6226\u7565\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3001\u30c8\u30ec\u30f3\u30c9\u306b\u95a2\u3059\u308b\u8a71\u984c\u3067\u6ea2\u308c\u304b\u3048\u3063\u3066\u3044\u307e\u3057\u305f\u3002\u79c1\u304c\u53c2\u52a0\u3057\u305f\u5341\u6570\u4ef6\u306e\u57fa\u8abf\u8b1b\u6f14\u3068\u5206\u79d1\u4f1a\u3001\u305d\u3057\u3066 20 \u4ef6\u8fd1\u3044\u30a4\u30f3\u30bf\u30d3\u30e5\u30fc\u3092\u901a\u3058\u3066\u308f\u304b\u3063\u305f\u3053\u3068\u306f\u3001\u3053\u308c\u304b\u3089\u8ff0\u3079\u308b 3 \u3064\u306e\u30c6\u30fc\u30de\u304c\u975e\u5e38\u306b\u6ce8\u76ee\u3055\u308c\u3066\u3044\u305f\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002.<\/p>\n

CX\u306b\u304a\u3044\u3066 AI \u306e\u4fa1\u5024\u3092\u5426\u5b9a\u3059\u308b\u3053\u3068\u306f\u3067\u304d\u306a\u3044<\/strong><\/h2>\n

\u5b9f\u969b\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u4f7f\u3063\u3066<\/a>\u9867\u5ba2\u4f53\u9a13\u3068\u5f93\u696d\u54e1\u4f53\u9a13\u306e\u4e21\u65b9\u3092\u652f\u63f4\u30fb\u6539\u5584\u3059\u308b\u30e1\u30ea\u30c3\u30c8\u306f\u6570\u591a\u304f\u3001\u30a4\u30f3\u30d1\u30af\u30c8\u3082\u5927\u304d\u3044\u3067\u3059\u3002AI \u306f\u3001\u5927\u898f\u6a21\u306a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u81ea\u52d5\u5316\u304b\u3089\u3001\u65e2\u5b58\u306e CX \u30c4\u30fc\u30eb\u306e\u6027\u80fd\u5411\u4e0a\u3001\u30dc\u30c3\u30c8\u306a\u3069\u306e\u65b0\u6280\u8853\u306e\u6d3b\u7528\u652f\u63f4\u307e\u3067\u3001\u3042\u3089\u3086\u308b\u3053\u3068\u3092\u53ef\u80fd\u306b\u3059\u308b\u3068\u3001Omdia \u306e\u4e3b\u5e2d\u30a2\u30ca\u30ea\u30b9\u30c8\u3001\u30c7\u30d3\u30c3\u30c9\u30fb\u30de\u30a4\u30ed\u30f3<\/a>\u306f\u3001\u30bb\u30c3\u30b7\u30e7\u30f3 “Where AI pays off in the Contact Center” \u3067\u6307\u6458\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n

Omdia \u306e\u65b0\u3057\u3044\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001CX \u306e\u62c5\u5f53\u8005\u306f\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30ea\u30b9\u30cb\u30f3\u30b0\u3068\u30c1\u30b1\u30c3\u30c6\u30a3\u30f3\u30b0\uff0880%\uff09\u3001\u54c1\u8cea\u7ba1\u7406\u3068\u9867\u5ba2\u6e80\u8db3\u306e\u305f\u3081\u306e\u30c7\u30b8\u30bf\u30eb\u9867\u5ba2\u63a5\u70b9\u5206\u6790\uff0871%\uff09\u3001\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u30b3\u30fc\u30eb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff0865%\uff09\u306b AI \u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u306b\u300c\u5927\u304d\u306a\u4fa1\u5024\u300d\u3092\u898b\u51fa\u3057\u3066\u3044\u308b\u3053\u3068\u304c\u660e\u3089\u304b\u306b\u306a\u308a\u307e\u3057\u305f\u3002\u307e\u305f\u3001\u56de\u7b54\u8005\u306f\u3001\u767a\u4fe1\u8005\u306e\u610f\u56f3\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u3084\u3001\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3001\u54c1\u8cea\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u306e\u5206\u6790\u306e\u305f\u3081\u306b\u3082 AI \u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u3053\u308c\u3089\u306e\u4f01\u696d\u306f\u3001AI \u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30c1\u30e3\u30cd\u30eb\u3067\u306e\u9867\u5ba2\u3078\u306e\u52b9\u7387\u7684\u304b\u3064\u52b9\u679c\u7684\u306a\u5bfe\u5fdc\u3001\u3088\u308a\u8907\u96d1\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u305f\u5e83\u7bc4\u306a\u30c7\u30b8\u30bf\u30eb\u9867\u5ba2\u3078\u306e\u5bfe\u5fdc\u7ba1\u7406\u3001\u305d\u3057\u3066\u975e\u5e38\u306b\u8907\u96d1\u306a\u5bfe\u5fdc\u3092\u6700\u3082\u9069\u5207\u306a\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u306a\u3069\u306e\u8ab2\u984c\u3092\u514b\u670d\u3057\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u904e\u7a0b\u3067\u3001\u4f01\u696d\u306f\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u77ed\u7e2e\u3057\u3001\u521d\u56de\u30b3\u30f3\u30bf\u30af\u30c8\u306e\u89e3\u6c7a\u7387\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3066\u3044\u307e\u3059\u30022021\u5e74\u306b\u30a8\u30b3\u30ce\u30df\u30b9\u30c8\u30fb\u30a4\u30f3\u30d1\u30af\u30c8\u304c CX \u30ea\u30fc\u30c0\u30fc\u3092\u5bfe\u8c61\u306b\u884c\u3063\u305f\u8abf\u67fb\u3067\u3082\u3001AI \u306e\u6700\u5927\u306e\u30e1\u30ea\u30c3\u30c8\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3001\u751f\u6daf\u4fa1\u5024\u306e\u5411\u4e0a\u3067\u3042\u308b\u3053\u3068\u304c\u660e\u3089\u304b\u306b\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n

AI \u306f\u5f93\u696d\u54e1\u306e\u4f53\u9a13\u306b\u3082\u30e1\u30ea\u30c3\u30c8\u3092\u3082\u305f\u3089\u3057\u307e\u3059\u3002\u300c AI \u304c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u5b9a\u7740\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u306b\u304a\u3044\u3066\u8907\u6570\u306e\u6280\u8853\u306b\u9577\u3051\u305f “\u30b9\u30fc\u30d1\u30fc\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8” \u304c\u73fe\u308c\u308b\u3067\u3057\u3087\u3046\u3002\u300d\u3068\u30de\u30a4\u30ed\u30f3\u6c0f\u306f\u8a00\u3044\u307e\u3059\u3002Economic Impact \u306b\u3088\u308b\u8abf\u67fb\u3082\u3053\u308c\u3092\u88cf\u4ed8\u3051\u3066\u304a\u308a\u3001AI \u30ea\u30fc\u30c0\u30fc\u3068\u8a8d\u5b9a\u3055\u308c\u305f\u4f01\u696d\u306e\u7d04 3 \u5206\u306e 2 \u306f\u3001\u5f93\u696d\u54e1\u306e\u30ad\u30e3\u30ea\u30a2\u30a2\u30c3\u30d7\u80fd\u529b\u3092\u7279\u5b9a\u3059\u308b\u305f\u3081\u306b\u3053\u306e\u6280\u8853\u3092\u5229\u7528\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n

CCaaS + UCaaS = CX \u306e\u672a\u6765\u5f62<\/strong><\/h2>\n

CCaaS\uff08Contact Center as a Service\uff09\u3068 UCaaS\uff08Unified Communications as a Service\uff09\u306f\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3055\u308c\u308b\u3088\u3046\u306b\u306a\u3063\u3066\u304d\u307e\u3057\u305f\u3002\u305d\u3057\u3066\u3001\u305d\u308c\u306f\u795d\u798f\u3059\u3079\u304d\u3053\u3068\u3060\u3068\u3044\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

\u3053\u306e\u30b3\u30f3\u30d3\u30cd\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u4f01\u696d\u304c\u3088\u308a\u3064\u306a\u304c\u308a\u306e\u3042\u308b\u3001\u9069\u5207\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u5c65\u6b74\u304b\u3089\u3001AI \u306b\u3088\u308b\u30b9\u30af\u30ea\u30fc\u30f3\u30dd\u30c3\u30d7\u3001\u30a4\u30f3\u30b9\u30bf\u30f3\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u3001\u753b\u9762\u5171\u6709\u307e\u3067\u3001\u3053\u308c\u3089\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u878d\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u3088\u308a\u6df1\u304f\u30b5\u30dd\u30fc\u30c8\u3057\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5f37\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002\u305d\u3057\u3066\u305d\u308c\u306f\u3001\u7d44\u7e54\u5168\u4f53\u304c\u304a\u5ba2\u69d8\u3068\u306e\u8ddd\u96e2\u3092\u7e2e\u3081\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u300cCX \u306f\u7d44\u7e54\u5185\u306e\u5168\u54e1\u306e\u8cac\u4efb\u3067\u3042\u308b\u3079\u304d\u3067\u3059\u300d\u3068\u3001COMMfusion \u306e\u793e\u9577\u517c\u4e3b\u5e2d\u30a2\u30ca\u30ea\u30b9\u30c8\u3067\u3042\u308b\u30d6\u30ec\u30a2\u30fb\u30d7\u30ec\u30b6\u30f3\u30c8\u306f\u3001\u30d1\u30cd\u30eb\u30bb\u30c3\u30b7\u30e7\u30f3\u300cUCaaS plus CCaaS\u300d\u306e\u5192\u982d\u3067\u8ff0\u3079\u307e\u3057\u305f\u3002\u4f55\u304c\u672c\u5f53\u3067\u3001\u4f55\u304c\u8a87\u5927\u5e83\u544a\u3067\u3001\u4f55\u304c\u6b21\u306b\u6765\u308b\u306e\u304b\uff1f \u9867\u5ba2\u4f53\u9a13\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3060\u3051\u306e\u8cac\u4efb\u3067\u306f\u306a\u304f\u3001\u4f01\u696d\u5168\u4f53\u306b\u53ca\u3076\u3079\u304d\u3060\u3068\u3001\u5f7c\u5973\u306f\u4ed8\u3051\u52a0\u3048\u307e\u3057\u305f\u3002<\/p>\n

CCaaS \u3068 UCaaS \u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u30d7\u30ec\u30b6\u30f3\u30c8\u6c0f\u304c\u3044\u3046\u300c\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u300d\u306e\u5b9f\u73fe\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30c7\u30fc\u30bf\u3068\u30b7\u30b9\u30c6\u30e0\u3092\u30ea\u30f3\u30af\u3055\u305b\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3088\u308a\u7c21\u5358\u306b\u540c\u50da\u3068\u9023\u643a\u3057\u3066\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002\u3053\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u80fd\u529b\u306b\u3088\u3063\u3066\u3001\u4f01\u696d\u306f\u300c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u306a\u308b\u300d\u3053\u3068\u304c\u3067\u304d\u308b\u3001\u3068\u5f7c\u5973\u306f\u8a00\u3044\u307e\u3059\u3002<\/p>\n

CCaaS \u3068 UCaaS \u306e\u7d71\u5408\u3092\u63a8\u9032\u3059\u308b\u8981\u56e0\u306f\u3044\u304f\u3064\u304b\u3042\u308a\u307e\u3059\u304c\u3001\u305d\u306e\u3072\u3068\u3064\u306f\u3001\u30af\u30e9\u30a6\u30c9\u30fb\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3067\u63d0\u4f9b\u3055\u308c\u308b CX \u3078\u306e\u30b7\u30d5\u30c8\u3067\u3059\u3002\u3082\u3046\u3072\u3068\u3064\u306f\u3001\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30ab\u30fc\u30e2\u30c7\u30eb\u3078\u306e\u5bfe\u5fdc\u3067\u3059\u3002\u305d\u3057\u3066\u3001\u6700\u5927\u306e\u8981\u56e0\u3068\u306a\u308b\u306e\u304c\u3001\u6700\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u53cc\u65b9\u306b \u3088\u308a\u826f\u3044\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9\u306e\u30d7\u30ed\u30c0\u30af\u30c8\u30fb\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u62c5\u5f53\u526f\u793e\u9577\u3067\u3042\u308b\u30b8\u30e3\u30c3\u30af\u30fb\u30cb\u30b3\u30eb\u30ba\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306b\u30bb\u30c3\u30b7\u30e7\u30f3\u3067\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300c\u9867\u5ba2\u3092\u30d3\u30b8\u30cd\u30b9\u306e\u4e2d\u5fc3\u306b\u636e\u3048\u308b\u5834\u5408\u3092\u8003\u3048\u3066\u307f\u307e\u3057\u3087\u3046\u3002\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9867\u5ba2\u3068\u6700\u521d\u306b\u63a5\u89e6\u3059\u308b\u6642\u70b9\u3067\u3001\u554f\u984c\u3092\u89e3\u6c7a\u3067\u304d\u308b\u3088\u3046\u306a\u60c5\u5831\u3078\u306e\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u300d
\n\u30b8\u30a7\u30cd\u30b7\u30b9\u304c\u884c\u3063\u305f CX \u306b\u95a2\u3059\u308b\u30b0\u30ed\u30fc\u30d0\u30eb\u8abf\u67fb<\/a>\u3067\u306f\u3001\u53c2\u52a0\u3057\u305f\u6d88\u8cbb\u8005\u306e\u534a\u6570\u4ee5\u4e0a\u304c\u3001\u300c\u30b5\u30fc\u30d3\u30b9\u3067\u306e\u3084\u308a\u53d6\u308a\u306b\u304a\u3044\u3066\u6700\u521d\u306e\u63a5\u89e6\u306b\u3088\u308b\u89e3\u6c7a\u3092\u6700\u3082\u91cd\u8996\u3059\u308b\u300d\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u30cb\u30b3\u30eb\u30ba\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3059\u3079\u3066\u3092\u77e5\u308b\u3053\u3068\u306f\u3067\u304d\u306a\u3044\u3057\u3001\u3059\u3079\u3066\u306e\u60c5\u5831\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u308f\u3051\u3067\u3082\u306a\u3044\u3053\u3068\u3092\u5f37\u8abf\u3057\u307e\u3057\u305f\u3002\u6642\u306b\u306f\u3001\u7d44\u7e54\u5185\u306e\u4ed6\u306e\u5834\u6240\u304b\u3089\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u77e5\u8b58\u3084\u3001\u5c02\u9580\u77e5\u8b58\u304c\u5fc5\u8981\u306b\u306a\u308b\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002\u300c CCaaS \u3068 UCaaS \u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u8efd\u6e1b\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u5c02\u9580\u5bb6\u306b\u9023\u7d61\u3092\u53d6\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u305f\u3081\u3001\u7d44\u7e54\u5168\u4f53\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u5411\u4e0a\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u30c1\u30b1\u30c3\u30c8\u306b\u5bfe\u5fdc\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u300d\u3068\u3001\u30cb\u30b3\u30eb\u30ba\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300c\u30d3\u30b8\u30cd\u30b9\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3001\u305d\u3057\u3066\u5275\u9020\u6027\u306e\u4ea4\u5dee\u70b9\u3067\u306f\u3001\u9a5a\u304f\u3079\u304d\u3053\u3068\u304c\u8d77\u3053\u308b\u306e\u3067\u3059\u3002\u300d<\/p>\n

CX \u306e\u30af\u30e9\u30a6\u30c9\u5316\u306f\u907f\u3051\u3089\u308c\u306a\u3044<\/strong><\/h2>\n

\u30ea\u30fc\u30c7\u30f3\u30fb\u30a2\u30bd\u30b7\u30a8\u30a4\u30c4\u306e\u5275\u8a2d\u8005\u517c\u793e\u9577\u3067\u3042\u308b\u30b3\u30f3\u30b5\u30eb\u30bf\u30f3\u30c8\u306e\u30b9\u30c6\u30a3\u30fc\u30d6\u30fb\u30ea\u30fc\u30c7\u30f3\u6c0f\u306f\u3001\u30d1\u30cd\u30eb\u30c7\u30a3\u30b9\u30ab\u30c3\u30b7\u30e7\u30f3\u300c\u306a\u305c\u30af\u30e9\u30a6\u30c9\u306b\u79fb\u884c\u3057\u306a\u3044\u306e\u304b\uff1f\u305d\u306e\u30ea\u30b9\u30af\u3068\u306f\uff1f\u300d\u3067\u3001\u300c\u30af\u30e9\u30a6\u30c9\u306f\u3001\u30aa\u30f3\u30d7\u30ec\u30df\u30b9\u578b\u30b7\u30b9\u30c6\u30e0\u306e\u58f2\u308a\u4e0a\u3052\u3092\u4e0a\u56de\u3063\u3066\u3044\u308b\u300d\u3068\u8ff0\u3079\u307e\u3057\u305f\u3002\u305d\u308c\u306f\u9a5a\u304f\u3079\u304d\u3053\u3068\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u30af\u30e9\u30a6\u30c9\u79fb\u884c\u306e\u30e1\u30ea\u30c3\u30c8<\/a>\u306f\u6570\u3048\u5207\u308c\u306a\u3044\u307b\u3069\u3042\u308a\u3001ROI \u306e\u6539\u5584\u306f\u660e\u3089\u304b\u3067\u3059\u3002<\/p>\n

\u4f1a\u8b70\u3067\u306f\u3001\u5927\u5e45\u306a\u30b3\u30b9\u30c8\u524a\u6e1b\u3001\u5909\u5316\u3059\u308b\u6280\u8853\u30c8\u30ec\u30f3\u30c9\u3078\u306e\u5bfe\u5fdc\u306e\u5bb9\u6613\u3055\u3001\u30c1\u30e3\u30cd\u30eb\u3092\u8d85\u3048\u305f\u30c7\u30fc\u30bf\u3078\u306e\u30a2\u30af\u30bb\u30b9\u306e\u5411\u4e0a\u306a\u3069\u306e\u5229\u70b9\u304c\u8b70\u8ad6\u3055\u308c\u307e\u3057\u305f\u3002\u307e\u305f\u3001\u30af\u30e9\u30a6\u30c9\u306f\u3001\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u4e88\u6e2c\u6280\u8853\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u4e21\u65b9\u306e\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u6a5f\u4f1a\u3092\u751f\u307f\u51fa\u3057\u307e\u3059\u3002<\/p>\n

Genesys \u306e\u30de\u30eb\u30c1\u30af\u30e9\u30a6\u30c9\u88fd\u54c1\u7ba1\u90e8\u9580\u3001\u30b7\u30cb\u30a2\u30fb\u30d0\u30a4\u30b9\u30fb\u30d7\u30ec\u30b8\u30c7\u30f3\u30c8\u3042\u308b \u30c8\u30c3\u30c9\u30fb\u30d5\u30a7\u30a4\u30de\u30b9\u6c0f\u306f\u3001\u30e1\u30a4\u30f3\u30b9\u30c6\u30fc\u30b8\u3067\u306e\u8b1b\u6f14\u3067\u3001\u300c\u4f01\u696d\u306f\u3001\u3088\u308a\u7dca\u6025\u304b\u3064\u8fc5\u901f\u306b\u30af\u30e9\u30a6\u30c9\u306b\u79fb\u884c\u3057\u3066\u3044\u307e\u3059\u300d\u3068\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u30af\u30e9\u30a6\u30c9\u3078\u306e\u79fb\u884c\u306f\u3001\u30b9\u30d4\u30fc\u30c9\u3001\u7d99\u7d9a\u6027\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u306e\u9762\u3067\u3001\u3088\u308a\u591a\u304f\u306e\u5b9f\u8a3c\u304c\u5f97\u3089\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u300cCX \u306e\u73fe\u72b6\u30ec\u30dd\u30fc\u30c8\u300d<\/a>\u306b\u3088\u308b\u3068\u3001CX \u30ea\u30fc\u30c0\u30fc\u306e\u7d04\u534a\u6570\u304c\u3001\u300cCX \u3092\u30af\u30e9\u30a6\u30c9\u306b\u79fb\u884c\u3059\u308b\u6700\u5927\u306e\u30e1\u30ea\u30c3\u30c8\u306f\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u4e8b\u696d\u7d99\u7d9a\u6027\u306e\u5411\u4e0a\u3067\u3042\u308b\u300d\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u30ab\u30f3\u30d5\u30a1\u30ec\u30f3\u30b9\u3067\u5171\u6709\u3055\u308c\u305f\u30af\u30e9\u30a6\u30c9\u306b\u95a2\u3059\u308b\u30a2\u30c9\u30d0\u30a4\u30b9\u306e\u4e2d\u3067\u6700\u3082\u591a\u304b\u3063\u305f\u306e\u306f\u3001\u300c\u5f85\u3063\u305f\u306a\u3057\u3067\u3001\u3059\u3050\u306b\u79fb\u884c\u3059\u308b\u3079\u304d\u300d\u3068\u3044\u3046\u3082\u306e\u3067\u3057\u305f\u3002\u3055\u3082\u306a\u3051\u308c\u3070\u3001\u7af6\u5408\u4ed6\u793e\u306b\u53d6\u308a\u6b8b\u3055\u308c\u308b\u6050\u308c\u304c\u3042\u308b\u306e\u3067\u3059\u3002<\/p>\n

\u3042\u306a\u305f\u306e\u30d7\u30e9\u30f3\u306f\u3001\u3069\u3046\u3067\u3059\u304b\uff1f<\/h5>\n

CX \u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306e\u9700\u8981\u306f\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002\u8abf\u67fb\u5bfe\u8c61\u306e CX \u62c5\u5f53\u8005\u306e 60\uff05 \u8fd1\u304f\u304c\u30012022 \u5e74\u306f\u524d\u5e74\u6bd4\u3067 18\uff05 \u4e88\u7b97\u3092\u5897\u3084\u3059\u4e88\u5b9a\u3067\u3042\u308b\u3068 Omdia \u306e\u30de\u30a4\u30ed\u30f3\u6c0f\u306f\u6307\u6458\u3057\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u300c\u305d\u306e\u591a\u304f\u306f\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u306e\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306b\u8cbb\u3084\u3055\u308c\u308b\u300d\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002<\/p>\n

McGee-Smith Analytics \u306e\u5275\u8a2d\u8005\u3067\u3042\u308b \u30b7\u30fc\u30e9\u30fb\u30de\u30ae\u30fc\u30fb\u30b9\u30df\u30b9 \u6c0f\u306f\u3001\u300cLocknote\u300d\u306e\u30af\u30ed\u30fc\u30b8\u30f3\u30b0\u30d1\u30cd\u30eb\u306b\u304a\u3044\u3066\u3001\u300c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u904e\u53bb 2 \u5e74\u9593\u306b\u591a\u304f\u306e\u4fee\u6b63\u304c\u884c\u308f\u308c\u307e\u3057\u305f\u304c\u3001\u73fe\u5728\u3067\u306f\u3001\u4f01\u696d\u306f\u3053\u308c\u3092\u4e00\u65e6\u505c\u6b62\u3057\u3066\u3044\u307e\u3059\u3002\u4eca\u306f\u3001\u3053\u308c\u3089\u306e\u6280\u8853\u3059\u3079\u3066\u3092\u3069\u306e\u3088\u3046\u306b\u307e\u3068\u3081\u3066\u3044\u304f\u304b\u3092\u6c7a\u5b9a\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u308b\u306e\u3067\u3059\u300d\u3068\u8ff0\u3079\u307e\u3057\u305f\u3002\u4f01\u696d\u306f\u3001AI\u3001\u30af\u30e9\u30a6\u30c9\u3001\u30c7\u30b8\u30bf\u30eb\u3001CCaaS\u3001UCaaS \u306a\u3069\u3001CX \u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30b9\u30bf\u30c3\u30af\u3092\u69cb\u7bc9\u3059\u308b\u969b\u306b\u300c\u5168\u7bc4\u56f2\u3092\u7db2\u7f85\u3059\u308b\u30c4\u30fc\u30eb\u300d\u3092\u8003\u616e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u3068\u3001\u5f7c\u5973\u306f\u4ed8\u3051\u52a0\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u30d9\u30f3\u30c0\u30fc\u306b\u306f\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u5c0e\u5165\u3057\u3084\u3059\u304f\u3001\u4f7f\u3044\u3084\u3059\u304f\u3059\u308b\u8cac\u4efb\u304c\u3042\u308b\u3068\u3001\u30de\u30ae\u30fc\u30fb\u30b9\u30df\u30b9 \u6c0f\u306f\u6307\u6458\u3057\u307e\u3059\u3002\u540c\u6642\u306b\u3001\u4f01\u696d\u306f\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u4f7f\u3063\u3066\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u4f53\u9a13\u3092\u518d\u69cb\u7bc9\u3057\u3001\u53cc\u65b9\u304c\u597d\u3080\u95a2\u308f\u308a\u65b9\u3068\u3001\u76f8\u4e92\u4f5c\u7528\u3092\u3088\u308a\u3088\u304f\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n

80% \u306e\u6d88\u8cbb\u8005\u306f\u3001\u300c\u4f01\u696d\u304c\u4e00\u8cab\u3057\u3066\u81ea\u5206\u305f\u3061\u306e\u4f53\u9a13\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba<\/a>\u3057\u3066\u304f\u308c\u308b\u306a\u3089\u3001\u3088\u308a\u591a\u304f\u306e\u4eba\u306b\u7d39\u4ecb\u3057\u3001\u3088\u308a\u983b\u7e41\u306b\u6d88\u8cbb\u3059\u308b\u300d\u3068\u7b54\u3048\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001AI \u3092\u6d3b\u7528\u3057\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4f53\u9a13\u3092\u5411\u4e0a<\/a>\u3055\u305b\u3066\u3044\u308b\u4f01\u696d\u306e\u534a\u6570\u4ee5\u4e0a\u304c\u3001\u751f\u7523\u6027\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5411\u4e0a\u3055\u305b\u3066\u3044\u307e\u3059\u3002<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

  Enterprise Connect 2022 \u306f\u3001\u30bb\u30c3\u30b7\u30e7\u30f3\u304b\u3089\u4f1a\u5834\u307e\u3067\u3001\u6700\u65b0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u6226\u7565\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3001\u30c8\u30ec\u30f3\u30c9\u306b\u95a2\u3059\u308b\u8a71\u984c\u3067\u6ea2\u308c\u304b\u3048\u3063\u3066\u3044\u307e\u3057\u305f\u3002\u79c1\u304c\u53c2\u52a0\u3057\u305f\u5341\u6570\u4ef6\u306e\u57fa\u8abf\u8b1b […]<\/p>\n","protected":false},"author":880,"featured_media":426825,"template":"","tax_priority":[],"tax_blogtype":[17748],"tax_blogcategory":[15929,13116,13219,17561],"tax_contenttheme":[14867,14862,14863],"tax_bundle":[15280,17513,17448],"tax_contenttheme2":[],"tax_capability_sitewide":[16214,16439,16261],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-427992","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-ja-jp","tax_blogcategory-ai-and-machine-learning-ja-jp","tax_blogcategory-cloud-ja-jp","tax_blogcategory-digital-ja-jp","tax_blogcategory-workforce-engagement-ja-jp","tax_contenttheme-grow-your-business-ja-jp","tax_contenttheme-improve-customer-experience-ja-jp","tax_contenttheme-improve-employee-experience-ja-jp","tax_bundle-genesys-ai-ja-jp","tax_bundle-wem-fy22-ja-jp","tax_bundle-digital-fy22-ja-jp","tax_capability_sitewide-ai-and-automation-ja-jp","tax_capability_sitewide-wem-ja-jp","tax_capability_sitewide-digital-ja-jp"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/427992","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/users\/880"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/427992\/revisions"}],"predecessor-version":[{"id":428002,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/427992\/revisions\/428002"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media\/426825"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media?parent=427992"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_priority?post=427992"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogtype?post=427992"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogcategory?post=427992"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme?post=427992"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_bundle?post=427992"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme2?post=427992"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_capability_sitewide?post=427992"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_products_programs?post=427992"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buying_job?post=427992"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buyer_persona?post=427992"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_sector?post=427992"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_segment?post=427992"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}