{"id":542615,"date":"2024-11-06T03:49:41","date_gmt":"2024-11-06T11:49:41","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=542615"},"modified":"2024-11-06T03:49:41","modified_gmt":"2024-11-06T11:49:41","slug":"building-customer-loyalty-with-cx-cloud-from-genesys-and-salesforce","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/building-customer-loyalty-with-cx-cloud-from-genesys-and-salesforce","title":{"rendered":"\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u69cb\u7bc9\u306b\u6700\u9069\u306a\u3001CX Cloud from Genesys and Salesforce"},"content":{"rendered":"

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[\/vc_column_text]

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\u5f53\u7d44\u5408\u306b\u306f\u4f1a\u54e1\u304b\u3089\u6bce\u65e5\u3001\u53e3\u5ea7\u6b8b\u9ad8\u78ba\u8a8d\u306a\u3069\u306e\u7c21\u5358\u306a\u96fb\u8a71\u306e\u554f\u3044\u5408\u308f\u305b\u304c\u5165\u308a\u307e\u3059\u3002\u305d\u306e\u3046\u3061\u306e 40% \u306f\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3067\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3057\u305f\u3002CX Cloud \u306b\u3088\u3063\u3066\u52b9\u7387\u3092\u9ad8\u3081\u3001\u5b9a\u578b\u7684\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u524a\u6e1b\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u304d\u3081\u7d30\u304b\u306a\u5bfe\u5fdc\u306b\u591a\u304f\u306e\u6642\u9593\u3092\u5272\u3051\u308b\u3088\u3046\u306b\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u30cb\u30fc\u30eb\u30fb\u30a2\u30fc\u30e0\u30b9\u30c8\u30ed\u30f3\u30b0\uff1a<\/strong>\u7d20\u6674\u3089\u3057\u3044\u6d3b\u7528\u65b9\u6cd5\u3067\u3059\u306d\u3002\u5e73\u5747\u51e6\u7406\u6642\u9593\u306e\u77ed\u7e2e\u306e\u3088\u3046\u306a\u6307\u6a19\u306b\u3064\u3044\u3066\u8003\u3048\u304c\u3061\u3067\u3059\u304c\u3001\u7c21\u5358\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u56de\u907f\u3057\u3066\u51e6\u7406\u6642\u9593\u3092\u77ed\u7e2e\u3059\u308b\u3053\u3068\u3067\u3001\u4ed8\u52a0\u4fa1\u5024\u306e\u9ad8\u3044\u4f1a\u8a71\u306b\u30ea\u30bd\u30fc\u30b9\u3092\u30a2\u30b5\u30a4\u30f3\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u30af\u30ea\u30b9\u30c6\u30a3\u30fb\u30df\u30fc\u30c9\u6c0f\uff1a<\/strong>\u79c1\u306f\u3053\u308c\u3092\u30a6\u30a9\u30fc\u30bf\u30fc\u30d5\u30a9\u30fc\u30eb\u52b9\u679c\u3068\u547c\u3093\u3067\u3044\u307e\u3059\u3002\u51e6\u7406\u6642\u9593\u3092\u77ed\u7e2e\u3057\u305f\u308a\u3001\u5165\u96fb\u4ef6\u6570\u3092\u524a\u6e1b\u3057\u305f\u308a\u3067\u304d\u308c\u3070\u3001\u5f85\u3061\u6642\u9593\u3092\u77ed\u7e2e\u3067\u304d\u307e\u3059\u3002\u3042\u3089\u3086\u308b\u5c0f\u3055\u306a\u3053\u3068\u304c\u5f85\u3061\u6642\u9593\u306b\u5f71\u97ff\u3057\u307e\u3059\u3002<\/p>\n

\u9069\u5207\u306b\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3067\u304d\u308c\u3070\u3001\u4f1a\u54e1\u3001\u7d44\u7e54\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3001\u3059\u3079\u3066\u306e\u95a2\u4fc2\u8005\u306b\u3068\u3063\u3066\u512a\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5275\u51fa\u3067\u304d\u307e\u3059\u3002\u3067\u3059\u304b\u3089\u3001\u4eca\u5f8c\u306e\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3082\u697d\u3057\u307f\u306b\u3057\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u300c\u5922\u306f\u5927\u304d\u304f\u300d<\/strong><\/em><\/h3>\n

\u30cb\u30fc\u30eb\u30fb\u30a2\u30fc\u30e0\u30b9\u30c8\u30ed\u30f3\u30b0\uff1a<\/strong>AI \u304c\u30c1\u30fc\u30e0\u306b\u53ca\u307c\u3059\u5f71\u97ff\u3084\u3001\u4eca\u5f8c\u306e\u5c55\u958b\u306b\u3064\u3044\u3066\u306f\u3044\u304b\u304c\u3067\u3057\u3087\u3046\u304b\uff1f\u305d\u3082\u305d\u3082 AI \u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u304b\uff1f<\/p>\n

\u30d5\u30a3\u30ea\u30c3\u30d7\u30fb\u30cf\u30fc\u30b2\u30f3\u30d5\u30a7\u30eb\u30c9\u6c0f\uff1a<\/strong>AI \u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u304c\u3001\u4eca\u306f\u30dc\u30c3\u30c8\u306e\u65b9\u3092\u3088\u304f\u5229\u7528\u3057\u307e\u3059\u3002AI \u3068\u3044\u3046\u30c8\u30ec\u30f3\u30c9\u306b\u4e57\u308b\u306e\u306f\u7c21\u5358\u3067\u3059\u3002\u7c21\u5358\u3067\u306a\u304f\u3066\u3082\u3001\u7686\u3084\u3063\u3066\u3044\u308b\u304b\u3089\u3084\u308a\u305f\u304f\u306a\u308a\u307e\u3059\u3002\u305d\u306e\u30c8\u30ec\u30f3\u30c9\u306b\u98db\u3073\u3064\u304f\u524d\u306b\u305d\u306e\u4fa1\u5024\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n

\u7279\u306b\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u90e8\u9580\u3067\u306f\u6700\u8fd1 [Service Cloud] \u3092\u5c0e\u5165\u3057\u3001\u4eca\u5f8c Genesys Cloud \u3068\u7d71\u5408\u3057\u3066\u3044\u304f\u4e88\u5b9a\u3067\u3059\u3002\u307e\u305a\u57fa\u672c\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001AI \u304c\u5c06\u6765\u3069\u306e\u3088\u3046\u306a\u5f79\u5272\u3092\u679c\u305f\u3059\u306e\u304b\u3092\u7406\u89e3\u3057\u300125 \u4eba\u7a0b\u5ea6\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u52b9\u679c\u3060\u3051\u3067\u306a\u304f\u3001\u56de\u907f\u3059\u3079\u304d\u3053\u3068\u3082\u78ba\u8a8d\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

\u7c21\u5358\u306a\u554f\u3044\u5408\u308f\u305b\u3092\u56de\u907f\u3067\u304d\u308c\u3070\u3001\u5831\u916c\u3001\u798f\u5229\u539a\u751f\u3001\u5e74\u91d1\u3078\u306e\u5f71\u97ff\u306a\u3069\u3001\u8907\u96d1\u306a\u8cea\u554f\u306b\u591a\u304f\u306e\u6642\u9593\u3092\u4f7f\u3046\u3053\u3068\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u3053\u306e\u30e1\u30ea\u30c3\u30c8\u306f\u4eca\u5f8c\u4e0d\u53ef\u6b20\u306a\u3082\u306e\u306b\u306a\u308b\u3067\u3057\u3087\u3046\u3002AI \u306f\u57fa\u672c\u3055\u3048\u62bc\u3055\u3048\u3066\u304a\u3051\u3070\u3001\u5927\u304d\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002<\/p>\n

\u30af\u30ea\u30b9\u30c6\u30a3\u30fb\u30df\u30fc\u30c9\u6c0f\uff1a<\/strong>\u5f53\u7d44\u5408\u306f\u30dc\u30c3\u30c8\u306b\u7740\u76ee\u3057\u3001\u4f1a\u54e1\u5411\u3051\u901a\u8a71\u30b5\u30fc\u30d3\u30b9\u306e\u7c21\u6613\u5316\u306b\u5229\u7528\u3057\u307e\u3057\u305f\u3002\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3067\u305d\u3046\u3057\u305f\u901a\u8a71\u3092 40%\u3001\u5c11\u306a\u304f\u3068\u3082 20\uff5e30% \u524a\u6e1b\u3067\u304d\u308c\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u9ad8\u5ea6\u306a\u4f1a\u54e1\u5bfe\u5fdc\u306b\u6642\u9593\u3092\u5272\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

AI \u3092\u6d3b\u7528\u3057\u3066\u304a\u5ba2\u69d8\u306e\u611f\u60c5\u3092\u5206\u985e\u3059\u308b\u3053\u3068\u3082\u691c\u8a0e\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u306f\u5927\u304d\u306a\u52b9\u679c\u3092\u751f\u3080\u3068\u601d\u3044\u307e\u3059\u3059\u3002AI \u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u901a\u8a71\u4e2d\u306e\u76f8\u624b\u306b\u5171\u611f\u3092\u4f1d\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u308c\u3070\u3001\u7d20\u6674\u3089\u3057\u3044\u3068\u601d\u3044\u307e\u3059\u3002AI \u306e\u901a\u8a71\u306f\u3001\u3042\u3089\u3086\u308b\u60c5\u5831\u3092\u6d3b\u7528\u3067\u304d\u308b\u70b9\u3067\u3082\u512a\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u73fe\u5728\u3001\u79c1\u306e\u54c1\u8cea\u30a2\u30ca\u30ea\u30b9\u30c8\u30c1\u30fc\u30e0\u306f\u624b\u52d5\u3067\u96fb\u8a71\u3092\u5206\u985e\u3057\u3066\u3044\u307e\u3059\u3002\u30c1\u30fc\u30e0\u30e1\u30f3\u30d0\u30fc\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc 1 \u4eba\u5f53\u305f\u308a 1 \u30f5\u6708 8 \u4ef6\u306e\u901a\u8a71\u3092\u5206\u6790\u3057\u3066\u3044\u307e\u3059\u3002\u79c1\u305f\u3061\u306f\u3053\u3046\u3057\u305f\u30bf\u30b9\u30af\u3092\u65e5\u5e38\u7684\u306b\u884c\u3063\u3066\u3044\u307e\u3059\u304c\u3001\u624b\u52d5\u3067\u306f\u4f55\u5343\u4ef6\u3082\u306e\u901a\u8a71\u304b\u3089\u8a73\u7d30\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u306a\u3044\u305f\u3081\u3001\u6a5f\u4f1a\u640d\u5931\u3084\u30b5\u30fc\u30d3\u30b9\u6539\u5584\u306b\u3064\u3044\u3066\u5206\u6790\u3059\u308b\u30c1\u30e3\u30f3\u30b9\u3092\u9003\u3057\u3066\u3057\u307e\u3063\u3066\u3044\u307e\u3059\u3002AI \u3092\u6d3b\u7528\u3057\u3066\u30c7\u30fc\u30bf\u3092\u53d6\u5f97\u3059\u308c\u3070\u3001\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u6d3b\u7528\u3057\u3066\u611f\u60c5\u3092\u5206\u985e\u3067\u304d\u307e\u3059\u3002\u305d\u308c\u4ee5\u5916\u306b\u3082\u3001\u30ca\u30ec\u30c3\u30b8\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306e\u6539\u5584\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u652f\u63f4\u306a\u3069\u3001\u3084\u308b\u3079\u304d\u3053\u3068\u306f\u5c3d\u304d\u307e\u305b\u3093\u3002<\/p>\n

\u5f53\u7d44\u5408\u306e CEO \u304c\u8a00\u3046\u3088\u3046\u306b\u3001\u300c\u5922\u3092\u898b\u306a\u3051\u308c\u3070\u3001\u5b9f\u73fe\u3067\u304d\u306a\u3044\u300d\u306e\u3060\u3068\u601d\u3044\u307e\u3059\u3002\u3067\u3059\u304b\u3089\u79c1\u3082\u5927\u304d\u306a\u5922\u3092\u62b1\u304f\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u9867\u5ba2\u95a2\u4fc2\u3092\u91cd\u8996\u3059\u308b\u305f\u3081\u306e CX Cloud from Genesys and Salesforce<\/h3>\n

\u30b8\u30e3\u30c3\u30af\u30fb\u30cb\u30b3\u30eb\u30ba\uff1a<\/strong>AI \u3092\u6d3b\u7528\u3057\u3066\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u78ba\u4fdd\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u3001\u304a\u4e8c\u4eba\u304b\u3089\u8208\u5473\u6df1\u3044\u304a\u8a71\u3092\u4f3a\u3044\u307e\u3057\u305f\u3002Genesys \u306f\u3053\u308c\u307e\u3067\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\u3092\u300c\u3044\u304b\u306b\u524a\u6e1b\u3059\u308b\u304b\u300d\u306b\u53d6\u308a\u7d44\u3093\u3067\u304d\u307e\u3057\u305f\u3002\u3057\u304b\u3057\u73fe\u5728\u3001\u305d\u306e\u76ee\u7684\u306f\u30b5\u30fc\u30d3\u30b9\u4fa1\u5024\u306e\u5411\u4e0a\u306b\u79fb\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n

CX \u30ea\u30fc\u30c0\u30fc\u306e\u591a\u304f\u306f\u3001\u95a2\u4fc2\u3088\u308a\u3082\u52b9\u7387\u306b\u76ee\u3092\u5411\u3051\u304c\u3061\u3067\u3059\u3002\u4eca\u3001\u304a\u4e8c\u4eba\u304b\u3089\u4f3a\u3063\u3066\u3044\u308b\u3053\u3068\u306f\u95a2\u4fc2\u6027\u3067\u3042\u308a\u3001AI \u306f\u305d\u306e\u30b5\u30dd\u30fc\u30c8\u624b\u6bb5\u3067\u3059\u3002<\/p>\n

\u5358\u306a\u308b\u51e6\u7406\u6642\u9593\u306e\u77ed\u7e2e\u306f\u3001SLA \u9075\u5b88\u306e\u305f\u3081\u306b\u6025\u3050\u3088\u3046\u306a\u3082\u306e\u3001\u3068\u3044\u3046\u610f\u898b\u306f\u3001\u975e\u5e38\u306b\u8208\u5473\u6df1\u304f\u3001\u65b0\u9bae\u3067\u3059\u3002<\/p>\n

\u30af\u30ea\u30b9\u30c6\u30a3\u30fb\u30df\u30fc\u30c9\u6c0f\uff1a<\/strong>\u304a\u5ba2\u69d8\u3092\u6025\u304b\u3059\u3053\u3068\u306f\u907f\u3051\u305f\u3044\u3002\u304a\u5f85\u305f\u305b\u3057\u3066\u3044\u305f\u5834\u5408\u306f\u7279\u306b\u305d\u3046\u3067\u3059\u3002<\/p>\n

\u51e6\u7406\u306b\u591a\u5c11\u9577\u304f\u6642\u9593\u3092\u639b\u3051\u3066\u3082\u3001\u4f1a\u54e1\u306b\u4fa1\u5024\u3092\u63d0\u4f9b\u3057\u3001\u95a2\u4fc2\u3092\u69cb\u7bc9\u3059\u308b\u65b9\u304c\u3001\u4f1a\u54e1\u306e\u5b9a\u7740\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u305d\u308c\u3053\u305d\u304c\u672c\u5f53\u306e\u76ee\u7684\u3067\u3059\u304b\u3089\u3002<\/p>\n

\u30b8\u30e3\u30c3\u30af\u30fb\u30cb\u30b3\u30eb\u30ba\uff1a<\/strong>\u7d20\u6674\u3089\u3057\u3044\uff01[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u300c\u4e00\u756a\u91cd\u8981\u306a\u306e\u306f\u3001\u5f93\u696d\u54e1\u304c\u65b0\u3057\u3044\u30c4\u30fc\u30eb\u3092\u4f7f\u3048\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u300d<\/strong><\/em><\/h3>\n

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[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

CCaaS \u3068 CRM \u306e\u7d71\u5408\u304c\u751f\u307f\u51fa\u3059\u65b0\u305f\u306a\u52b9\u679c<\/h3>\n

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CX Cloud from Genesys and Salesforce<\/a> \u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u3001\u5f93\u696d\u54e1\u306e\u52b9\u7387\u5411\u4e0a\u3001\u7dcf\u6240\u6709\u30b3\u30b9\u30c8\u306e\u524a\u6e1b\u306b\u5927\u304d\u304f\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p>\n

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