{"id":552229,"date":"2025-03-14T03:01:30","date_gmt":"2025-03-14T10:01:30","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=552229"},"modified":"2025-03-14T03:01:30","modified_gmt":"2025-03-14T10:01:30","slug":"back-to-basics-enhancing-efficiency-with-acd-call-center-software","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/back-to-basics-enhancing-efficiency-with-acd-call-center-software","title":{"rendered":"ACD \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306b\u3088\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3001\u696d\u52d9\u52b9\u7387\u306e\u5411\u4e0a"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u4f01\u696d\u306b\u554f\u3044\u5408\u308f\u305b\u3092\u3059\u308b\u969b\u3001\u9867\u5ba2\u306f\u8fc5\u901f\u306a\u89e3\u6c7a\u3084\u56de\u7b54\u3092\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002\u7d42\u308f\u308a\u3084\u89e3\u6c7a\u7b56\u3092\u898b\u901a\u305b\u305a\u306b\u3001\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u30c1\u30e3\u30cd\u30eb\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304b\u3089\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u3068\u305f\u3089\u3044\u56de\u3057\u306b\u3055\u308c\u308b\u3053\u3068\u306f\u60f3\u5b9a\u3057\u3066\u3044\u307e\u305b\u3093\u3002AI \u4e3b\u5c0e\u306e\u81ea\u52d5\u7740\u4fe1\u547c\u5206\u914d\u88c5\u7f6e\uff08ACD\uff09\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u305d\u3046\u3057\u305f\u305f\u3089\u3044\u56de\u3057\u3084\u5f85\u3061\u547c\u30fb\u3042\u3075\u308c\u547c\uff08\u307e\u3061\u3053\u30fb\u3042\u3075\u308c\u3053\uff1a\u30aa\u30da\u30ec\u30fc\u30bf\u304c\u5bfe\u5fdc\u3067\u304d\u305a\u96fb\u8a71\u304c\u4fdd\u7559\u306b\u306a\u3063\u3066\u3044\u308b\u72b6\u614b\uff09\u7279\u5b9a\u306e\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u6700\u9069\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u65b9\u6cd5\u3092\u4f7f\u7528\u3057\u3066\u3001\u3044\u3064\u3067\u3082\u3001\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u3067\u3082\u9867\u5ba2\u306b\u5bfe\u5fdc\u3067\u304d\u307e\u3059\u3002<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/automatic-call-distribution-acd\">ACD \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2<\/a>\u306e\u9032\u5316\u3001\u305d\u306e\u50cd\u304d\u3001\u9867\u5ba2\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30fb\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3001\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u306e\u89b3\u70b9\u304b\u3089\u671f\u5f85\u3067\u304d\u308b\u4e3b\u306a\u5229\u70b9\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002<\/p>\n<h2>\u76ee\u6b21<\/h2>\n<ul>\n<li><a href=\"#acd-intro\">ACD\u3068\u306f ACD\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u9032\u5316<\/a><\/li>\n<li><a href=\"#acd-vs-ivr\">ACD \u3068 IVR \u306e\u9055\u3044<\/a><\/li>\n<li><a href=\"#acd-system\">ACD \u30b7\u30b9\u30c6\u30e0\u306e\u4ed5\u7d44\u307f\u30fb\u6a5f\u80fd<\/a><\/li>\n<li><a href=\"#acd-routing\">ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u7a2e\u985e<\/a><\/li>\n<li><a href=\"#acd-benefits\">ACD \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306e\u6226\u7565\u7684\u5229\u70b9<\/a><\/li>\n<\/ul>\n<h2 id=\"acd-intro\">ACD\u3068\u306f ACD\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u9032\u5316<\/h2>\n<p>ACD \u306f\u3001\u7740\u4fe1\u547c\u3092\u7ba1\u7406\u3057\u3001\u9069\u5207\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5206\u914d\u3059\u308b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30fb\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002\u7740\u4fe1\u547c\u3092\u3001\u305d\u306e\u76ee\u7684\u3001\u305d\u306e\u5bfe\u5fdc\u306b\u5fc5\u8981\u306a\u30b9\u30ad\u30eb\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u306e\u5206\u914d\u306a\u3069\u3001\u7279\u5b9a\u306e\u57fa\u6e96\u306b\u57fa\u3065\u3044\u3066\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3067\u304d\u307e\u3059\u3002<br \/>\n\u6700\u3082\u57fa\u672c\u7684\u306a\u7528\u9014\u3068\u3057\u3066\u3001ACD \u306f\u7a7a\u304d\u72b6\u6cc1\u306b\u57fa\u3065\u3044\u3066\u9867\u5ba2\u3092\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u632f\u308a\u5206\u3051\u3066\u3001\u52b9\u7387\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u306e\u5f85\u3061\u6642\u9593\u3092\u77ed\u7e2e\u3057\u307e\u3059\u3002\u5f93\u6765\u306e\u3053\u306e\u30d5\u30a1\u30fc\u30b9\u30c8\u30fb\u30a4\u30f3\u30fb\u30d5\u30a1\u30fc\u30b9\u30c8\u30fb\u30a2\u30a6\u30c8\uff08FIFO\uff09\u624b\u6cd5\u306f\u3001\u8907\u96d1\u3055\u306e\u5ea6\u5408\u3044\u304c\u4f4e\u304f\u3001\u7528\u9014\u304c\u5e45\u5e83\u3044\u305f\u3081\u3001\u591a\u304f\u306e\u4e2d\u5c0f\u4f01\u696d\u306b\u9069\u3057\u3066\u3044\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u3084\u9867\u5ba2\u306e\u671f\u5f85\u304c\u5909\u5316\u3059\u308b\u306b\u3064\u308c\u3066\u3001ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u9032\u5316\u3092\u9042\u3052\u307e\u3057\u305f\u3002<br \/>\n\u9867\u5ba2\u3068\u30d3\u30b8\u30cd\u30b9\u306e\u4eca\u65e5\u306e\u30cb\u30fc\u30ba\u3092\u6e80\u305f\u3059\u305f\u3081\u306b\u3001<a href=\"https:\/\/www.genesys.com\/definitions\/what-is-automated-call-routing\">\u73fe\u4ee3\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0<\/a>\u306f\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3084\u30af\u30e9\u30a6\u30c9\u306a\u3069\u306e\u9ad8\u5ea6\u306a\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u6d3b\u7528\u3057\u3066\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u8907\u6570\u306e\u30c7\u30b8\u30bf\u30eb\u30fb\u30c1\u30e3\u30cd\u30eb\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30b7\u30f3\u30d7\u30eb\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3068\u7ba1\u7406\u3092\u7dad\u6301\u3057\u3064\u3064\u3001\u52b9\u7387\u7684\u3067\u30b3\u30b9\u30c8\u52b9\u7387\u306e\u826f\u3044\u65b9\u6cd5\u3067\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u7a3c\u50cd\u3055\u305b\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3057\u305f\u3002<\/p>\n<h2 id=\"acd-vs-ivr\">ACD \u3068 IVR \u306e\u9055\u3044<\/h2>\n<p><img decoding=\"async\" class=\"wp-image-473901 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/GettyImages-514717746-300x161.jpg\" alt=\"\" width=\"449\" height=\"241\" srcset=\"https:\/\/www.genesys.com\/media\/GettyImages-514717746-300x161.jpg 300w, https:\/\/www.genesys.com\/media\/GettyImages-514717746-264x141.jpg 264w, https:\/\/www.genesys.com\/media\/GettyImages-514717746.jpg 1200w\" sizes=\"(max-width: 449px) 100vw, 449px\" \/><\/p>\n<p>ACD \u3068 <a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/interactive-voice-response-ivr\">IVR\uff08\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\u88c5\u7f6e\uff09<\/a>\u306f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u4f7f\u7528\u3055\u308c\u308b\u7570\u306a\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3067\u3059\u304c\u3001\u540c\u6642\u306b\u4f7f\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002ACD \u306f\u4e8b\u524d\u306b\u5b9a\u3081\u3089\u308c\u305f\u30eb\u30fc\u30eb\u306b\u57fa\u3065\u3044\u3066\u7740\u4fe1\u547c\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u307e\u3059\u304c\u3001IVR \u306f\u97f3\u58f0\u307e\u305f\u306f\u30bf\u30c3\u30c1\u30c8\u30fc\u30f3\u5165\u529b\u3092\u4ecb\u3057\u3066\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u884c\u3046\u81ea\u52d5\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002IVR \u306f\u9867\u5ba2\u306e\u5fdc\u7b54\u306b\u57fa\u3065\u3044\u3066\u60c5\u5831\u63d0\u4f9b\u3084\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u884c\u3044\u307e\u3059\u3002<\/p>\n<p>IVR \u3092\u5229\u7528\u3057\u3066\u6b21\u306e\u3053\u3068\u3092\u884c\u3046\u3053\u3068\u306b\u3088\u308a\u3001ACD \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u5f37\u5316\u3067\u304d\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u9867\u5ba2\u306e\u8981\u671b\u3092\u6398\u308a\u4e0b\u3052\u308b\u3002<\/li>\n<li>\u53ef\u80fd\u306a\u5834\u5408\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306a\u3057\u3067\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u3002<\/li>\n<li>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8a3a\u65ad\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u60c5\u5831\u3092\u63d0\u4f9b\u3059\u308b\u3002<\/li>\n<li>\u00a0ACD\u3068IVR\u30012 \u3064\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3002<\/li>\n<\/ul>\n<h2 id=\"acd-system\">ACD \u30b7\u30b9\u30c6\u30e0\u306e\u4ed5\u7d44\u307f\u30fb\u6a5f\u80fd<\/h2>\n<p>ACD \u306f\u30c7\u30fc\u30bf\u3092\u4f7f\u7528\u3057\u3066\u30ad\u30e5\u30fc\u5185\u306e\u767a\u4fe1\u8005\u3092\u6574\u7406\u3057\u3001\u5b9a\u3081\u3089\u308c\u305f\u30eb\u30fc\u30eb\uff08\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u3084\u7a7a\u304d\u72b6\u6cc1\u306a\u3069\uff09\u306b\u57fa\u3065\u3044\u3066\u7279\u5b9a\u306e\u767a\u4fe1\u8005\u3092\u512a\u5148\u7684\u306b\u7279\u5b9a\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u8ee2\u9001\u3057\u307e\u3059\u3002<br \/>\n\u73fe\u4ee3\u306e ACD \u30b7\u30b9\u30c6\u30e0\u306f\u3001\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u3066\u8907\u6570\u306e\u65b9\u6cd5\u3067\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u884c\u3044\u307e\u3059\u3002ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u65b9\u91dd\u3092\u7b56\u5b9a\u3059\u308b\u969b\u306b\u306f\u3001\u6b21\u306e\u3053\u3068\u3092\u8003\u616e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u306a\u305c ACD \u3092\u5c0e\u5165\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u308b\u306e\u304b\uff1f<\/li>\n<li>\u305d\u306e\u7406\u7531\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u76ee\u6a19\u3068\u3069\u306e\u3088\u3046\u306b\u5408\u81f4\u3057\u3066\u3044\u308b\u304b\uff1f<\/li>\n<li>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7a7a\u304d\u72b6\u6cc1\u3092\u3069\u306e\u3088\u3046\u306b\u5b9a\u7fa9\u3059\u308b\u304b\uff1f<\/li>\n<li>ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3078\u306e\u79fb\u884c\u3068\u305d\u308c\u306b\u3088\u308b\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3078\u306e\u5f71\u97ff\u306b\u5bfe\u51e6\u3059\u308b\u305f\u3081\u306b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3069\u306e\u3088\u3046\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u53d7\u3051\u3066\u3044\u308b\u304b\uff1f<\/li>\n<li>\u76ee\u6a19\u9054\u6210\u3092\u3069\u3046\u8a55\u4fa1\u3059\u308b\u304b\uff1f<\/li>\n<\/ul>\n<p>\u3088\u304f\u4f7f\u7528\u3055\u308c\u308b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u65b9\u6cd5\u304c\u3044\u304f\u3064\u304b\u3042\u308a\u3001\u305d\u308c\u305e\u308c\u306b\u7570\u306a\u308b\u5229\u70b9\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<h2 id=\"acd-routing\">ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u7a2e\u985e<\/h2>\n<p><strong><img decoding=\"async\" class=\"wp-image-479425 alignleft\" src=\"https:\/\/www.genesys.com\/media\/Improve-call-centre-agent-performance-Genesys-Blog-image-300x201.jpg\" alt=\"Improve call centre agent performance - Genesys Blog image\" width=\"396\" height=\"265\" srcset=\"https:\/\/www.genesys.com\/media\/Improve-call-centre-agent-performance-Genesys-Blog-image-300x201.jpg 300w, https:\/\/www.genesys.com\/media\/Improve-call-centre-agent-performance-Genesys-Blog-image-215x144.jpg 215w, https:\/\/www.genesys.com\/media\/Improve-call-centre-agent-performance-Genesys-Blog-image.jpg 722w\" sizes=\"(max-width: 396px) 100vw, 396px\" \/><\/strong><\/p>\n<p><strong>\u57fa\u672c\u7684\u306a ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong><br \/>\n\u57fa\u672c\u7684\u306a ACD \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u3001\u4e8b\u524d\u306b\u5b9a\u3081\u3089\u308c\u305f\u30eb\u30fc\u30eb\u30bb\u30c3\u30c8\u3084\u5358\u7d14\u306a\u30a2\u30eb\u30b4\u30ea\u30ba\u30e0\uff08\u30e9\u30a6\u30f3\u30c9\u30ed\u30d3\u30f3\u3001\u30a2\u30a4\u30c9\u30eb\u30bf\u30a4\u30e0\u304c\u6700\u3082\u9577\u3044\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306a\u3069\uff09\u306b\u57fa\u3065\u3044\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u7740\u4fe1\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5206\u914d\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u512a\u5148\u5ea6\u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong><br \/>\n\u9867\u5ba2\u3084\u554f\u984c\u306e\u30bf\u30a4\u30d7\u306b\u5272\u308a\u5f53\u3066\u3089\u308c\u305f\u30e9\u30f3\u30af\u3084\u512a\u5148\u5ea6\u30ec\u30d9\u30eb\u306b\u57fa\u3065\u3044\u3066\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u307e\u3059\u3002\u512a\u5148\u5ea6\u304c\u3088\u308a\u9ad8\u3044\u9867\u5ba2\u3084\u554f\u984c\u306f\u3001\u7a7a\u3044\u3066\u3044\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5148\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3055\u308c\u307e\u3059\u3002<\/p>\n<p><strong>\u6642\u9593\u5e2f\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong><br \/>\n\u3053\u306e\u65b9\u6cd5\u306f\u3001\u6642\u9593\u5e2f\u3084\u66dc\u65e5\u3092\u52a0\u5473\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7a7a\u304d\u72b6\u6cc1\u3084\u7a3c\u50cd\u6642\u9593\u306b\u57fa\u3065\u3044\u3066\u3001\u7570\u306a\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b0\u30eb\u30fc\u30d7\u306b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u30d1\u30fc\u30bb\u30f3\u30c6\u30fc\u30b8\u30fb\u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong><br \/>\n\u4e8b\u524d\u306b\u5b9a\u3081\u3089\u308c\u305f\u30d1\u30fc\u30bb\u30f3\u30c6\u30fc\u30b8\u914d\u5206\u306b\u57fa\u3065\u3044\u3066\u3001\u7570\u306a\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b0\u30eb\u30fc\u30d7\u3084\u90e8\u9580\u306b\u7740\u4fe1\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u307e\u3059\u3002\u30d1\u30fc\u30bb\u30f3\u30c6\u30fc\u30b8\u30fb\u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3067\u306f\u3001\u5404\u30b0\u30eb\u30fc\u30d7\u304c\u4e00\u5b9a\u6570\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u53d7\u4fe1\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong><br \/>\n\u9867\u5ba2\u306f\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u3082\u3059\u3050\u306b\u5bfe\u5fdc\u3057\u3066\u3082\u3089\u3048\u308b\u3053\u3068\u3092\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u65b9\u6cd5\u306f\u3001\u6307\u5b9a\u3057\u305f\u30eb\u30fc\u30eb\u306b\u57fa\u3065\u3044\u3066\u3001\u30e1\u30fc\u30eb\u3001SMS\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3082\u7a7a\u3044\u3066\u3044\u308b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u632f\u308a\u5206\u3051\u307e\u3059\u3002<\/p>\n<p><strong>\u30b9\u30ad\u30eb\u30fb\u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff1a<\/strong><br \/>\n\u30b9\u30ad\u30eb\u30fb\u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u3001\u9867\u5ba2\u3092\u6700\u9069\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3064\u306a\u3052\u3066\u89e3\u6c7a\u7387\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u3053\u3068\u306b\u3088\u308a\u3001ACD \u3092\u30ec\u30d9\u30eb\u30a2\u30c3\u30d7\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u305d\u306e\u80fd\u529b\u306b\u6700\u3082\u5408\u3063\u305f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u51e6\u7406\u3055\u305b\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u52b9\u7387\u3092\u6700\u5927\u9650\u306b\u9ad8\u3081\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u3001\u4ed5\u4e8b\u306b\u5bfe\u3059\u308b\u5168\u4f53\u7684\u306a\u6e80\u8db3\u5ea6\u3082\u5411\u4e0a\u3057\u307e\u3059\u3002<br \/>\n\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u53ef\u80fd\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u65b9\u6cd5<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\">Genesys Cloud\u2122 \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a>\u306b\u306f\u3001\u6a19\u6e96\u7684\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u30d6\u30eb\u30ba\u30a2\u30a4\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\uff08\u4e88\u6e2c\uff09\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u512a\u5148\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u6761\u4ef6\u4ed8\u304d\u30b0\u30eb\u30fc\u30d7\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306a\u3069\u3001\u69d8\u3005\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u642d\u8f09\u3057\u3066\u3044\u307e\u3059\u3002\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f\u3001\u4ee5\u4e0b\u306e\u52d5\u753b\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><iframe title=\"Genesys Cloud Routing 101\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/DMAp122a8iQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p>\u6a19\u6e96\u7684\u306a\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u6700\u3082\u660e\u5feb\u306a\u624b\u6cd5\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u3001\u512a\u5148\u5ea6\u3001\u6642\u9593\u5e2f\u3001\u30d1\u30fc\u30bb\u30f3\u30c6\u30fc\u30b8\u306b\u57fa\u3065\u304f\u5834\u5408\u3084\u3001E \u30e1\u30fc\u30eb\u3001SMS\u3001\u30c1\u30e3\u30c3\u30c8\u306a\u3069\u306e\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u306e\u57a3\u6839\u3092\u8d8a\u3048\u3066\u30de\u30c3\u30d4\u30f3\u30b0\u3055\u308c\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u30d6\u30eb\u30ba\u30a2\u30a4\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u3053\u308c\u3092\u3055\u3089\u306b\u5148\u3078\u9032\u3081\u305f\u3082\u306e\u3067\u3059\u3002\u7279\u5b9a\u306e\u30b9\u30ad\u30eb\u3092\u6301\u3064\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u8c61\u3092\u7d5e\u3063\u305f\u30b5\u30d6\u30ad\u30e5\u30fc\u306b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3057\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u7a7a\u3044\u3066\u3044\u306a\u3044\u5834\u5408\u306f\u3001\u30ad\u30e5\u30fc\u306e\u8a2d\u5b9a\u306b\u57fa\u3065\u3044\u3066\u3001\u6c42\u3081\u3089\u308c\u308b\u30b9\u30ad\u30eb\u6761\u4ef6\u3092\u7de9\u548c\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u67a0\u3092\u5e83\u3052\u307e\u3059\u3002<\/p>\n<p><a href=\"https:\/\/jp-help.inintca.com\/articles\/advanced-routing-overview\/\">\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0<\/a>\u306f\u6a5f\u68b0\u5b66\u7fd2\u3068\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5c65\u6b74\u30c7\u30fc\u30bf\u3092\u5229\u7528\u3057\u3066\u3001\u7a7a\u3044\u3066\u3044\u308b\u6700\u9069\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u30de\u30c3\u30c1\u30f3\u30b0\u3057\u3064\u3064\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/important-kpi-for-call-center\">\u9078\u629e\u3057\u305f KPI<\/a> \u3092\u6700\u9069\u5316\u3057\u307e\u3059\u3002<\/p>\n<p><img decoding=\"async\" class=\"wp-image-488234 alignleft\" src=\"https:\/\/www.genesys.com\/media\/Alight_Solutions-2-300x153.jpg\" alt=\"\" width=\"359\" height=\"183\" srcset=\"https:\/\/www.genesys.com\/media\/Alight_Solutions-2-300x153.jpg 300w, https:\/\/www.genesys.com\/media\/Alight_Solutions-2-264x135.jpg 264w, https:\/\/www.genesys.com\/media\/Alight_Solutions-2.jpg 1200w\" sizes=\"(max-width: 359px) 100vw, 359px\" \/><\/p>\n<p>\u512a\u5148\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u521d\u3081\u306b\u3001\u30b9\u30ad\u30eb\u30ec\u30d9\u30eb\u3001\u8cac\u4efb\u3001\u65e2\u5b58\u306e\u9867\u5ba2\u95a2\u4fc2\u306a\u3069\u3001\u5b9a\u3081\u3089\u308c\u305f\u7279\u6027\u306b\u57fa\u3065\u3044\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u9078\u629e\u3057\u307e\u3059\u3002<br \/>\n\u6700\u5f8c\u306b\u3001\u6761\u4ef6\u4ed8\u304d\u30b0\u30eb\u30fc\u30d7\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u3001KPI 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