{"id":559892,"date":"2025-03-05T09:30:42","date_gmt":"2025-03-05T17:30:42","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=559892"},"modified":"2025-03-05T09:30:42","modified_gmt":"2025-03-05T17:30:42","slug":"leveraging-the-2024-gartner-magic-quadrant-for-contact-center-as-a-service-to-shape-your-ai-strategy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/leveraging-the-2024-gartner-magic-quadrant-for-contact-center-as-a-service-to-shape-your-ai-strategy","title":{"rendered":"\u30ac\u30fc\u30c8\u30ca\u30fc\u767a\u884c\u300c\u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u95a2\u3059\u308b\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u30fb\u30ec\u30dd\u30fc\u30c8 2024 \u5e74\u7248\u300d\u306b\u5b66\u3076 AI \u6226\u7565\u7b56\u5b9a"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u52b9\u679c\u7684\u306b\u4f7f\u7528\u3067\u304d\u308b\u304b\u306f\u3001\u4f01\u696d\u306e\u6210\u5426\u3092\u5206\u3051\u308b\u5927\u304d\u306a\u5dee\u5225\u5316\u8981\u56e0\u3068\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u73fe\u5728\u3001\u591a\u304f\u306e\u4f01\u696d\u306f ROI \u3092\u6700\u5927\u5316\u3057\u3001AI \u6226\u7565\u306b\u96c6\u4e2d\u3057\u3066\u3059\u3050\u306b\u7d50\u679c\u3092\u51fa\u3059\u5fc5\u8981\u306b\u8feb\u3089\u308c\u3066\u3044\u307e\u3059\u3002Genesys \u306e\u6700\u8fd1\u306e\u8abf\u67fb<\/a>\u3067\u306f\u3001\u3053\u306e\u3088\u3046\u306a\u5207\u8feb\u3057\u305f\u72b6\u6cc1\u304c\u78ba\u8a8d\u3055\u308c\u307e\u3057\u305f\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u62c5\u5f53\u3059\u308b\u30ea\u30fc\u30c0\u30fc\u306e 50% \u4ee5\u4e0a\u304c\u3001\u4eca\u5f8c 5 \u5e74\u9593\u306b\u304a\u3051\u308b\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u3001\u8ca1\u52d9\u5b9f\u7e3e\u306e\u6539\u5584\u3001\u7af6\u5408\u4ed6\u793e\u306b\u5bfe\u3059\u308b\u512a\u4f4d\u6027\u306e\u305f\u3081\u306b\u306f AI \u306e\u5c0e\u5165\u304c\u6700\u3082\u91cd\u8981\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n

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Genesys Cloud AI<\/a> \u306f\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8<\/a>\u3001\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8<\/a>\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790<\/a>\u306e\u81ea\u52d5\u5316\u3001\u5f37\u5316\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306a\u3069\u306e\u9ad8\u5ea6\u306a\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3057\u3066\u304a\u308a\u3001\u9867\u5ba2\u3068\u4f01\u696d\u53cc\u65b9\u306b\u3068\u3063\u3066\u30e1\u30ea\u30c3\u30c8\u306e\u5927\u304d\u3044\u5f37\u529b\u306a\u4e00\u4f53\u578b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u540c\u58eb\u304c\u9023\u52d5\u3057\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3001\u72b6\u6cc1\u3001\u6b63\u78ba\u6027\u306e\u9762\u3067\u3059\u3079\u3066\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u6700\u9069\u5316\u3055\u308c\u305f\u3001\u30d5\u30eb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u76f8\u4e92\u63a5\u7d9a\u3068\u3044\u3046\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u4f01\u696d\u304c\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u306e\u671f\u5f85\u3084\u696d\u754c\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u4fca\u654f\u306b\u5bfe\u5fdc\u3059\u308b\u3053\u3068\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/p>\n

\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u306b\u5408\u308f\u305b\u3066 AI \u306e\u6a5f\u80fd\u3092\u9078\u3076<\/h2>\n

AI \u306e\u5c0e\u5165\u306b\u95a2\u3057\u3066\u306f\u3001\u4f01\u696d\u305d\u308c\u305e\u308c\u306b\u56fa\u6709\u306e\u30cb\u30fc\u30ba\u304c\u3042\u308a\u307e\u3059\u3002\u30ac\u30fc\u30c8\u30ca\u30fc\u306e\u30af\u30ea\u30c6\u30a3\u30ab\u30eb\u30fb\u30b1\u30a4\u30d1\u30d3\u30ea\u30c6\u30a3\u30fb\u30ec\u30dd\u30fc\u30c8\u306f\u3001\u7279\u5b9a\u306e\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u306b\u57fa\u3065\u3044\u3066\u30d9\u30f3\u30c0\u30fc\u3092\u8a55\u4fa1\u3057\u307e\u3059\u3002\u3053\u306e\u8a55\u4fa1\u3092\u53c2\u7167\u3057\u3066\u3001\u4f01\u696d\u306f\u81ea\u793e\u306e AI \u6226\u7565\u306b\u5408\u308f\u305b\u3066\u3001\u6700\u9069\u306a\u30d9\u30f3\u30c0\u30fc\u3092\u9078\u629e\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

Genesys \u306f\u30015 \u3064\u306e\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u306e\u3046\u3061\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bb\u30f3\u30bf\u30fc\u3001\u30a2\u30b8\u30e3\u30a4\u30eb\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3001\u30b0\u30ed\u30fc\u30d0\u30eb\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e 3 \u3064\u3067\u6700\u9ad8\u306e\u8a55\u4fa1\u3092\u5f97\u307e\u3057\u305f\u3002<\/p>\n

\u30ac\u30fc\u30c8\u30ca\u30fc\u306f\u3001Genesys \u306e\u9769\u65b0\u7684\u306a\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u304c\u4f01\u696d\u306b\u3068\u3063\u3066\u5927\u304d\u306a\u30e1\u30ea\u30c3\u30c8<\/a>\u304c\u3042\u308b\u3068\u8a55\u4fa1\u3057\u3066\u3044\u307e\u3059\u3002\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u6a2a\u65ad\u3057\u3066\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u305f\u308a\u3001\u9867\u5ba2\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u7d20\u65e9\u304f\u9069\u5fdc\u3057\u3066\u3001\u898f\u6a21\u3001\u8907\u96d1\u5ea6\u3001\u5730\u57df\u306b\u304b\u304b\u308f\u3089\u305a\u8fc5\u901f\u306b\u62e1\u5f35\u3067\u304d\u308b\u70b9\u3082\u8a55\u4fa1\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n

Genesys \u306a\u3089\u3001\u4f01\u696d\u306f\u3055\u307e\u3056\u307e\u306a\u5730\u57df\u306b\u5e83\u304f AI \u3092\u5c0e\u5165\u3057\u3001\u696d\u52d9\u3092\u6a19\u6e96\u5316\u3059\u308b\u3068\u540c\u6642\u306b\u3001\u9867\u5ba2\u306e\u50be\u5411\u3084\u898f\u5236\u8981\u4ef6\u306b\u57fa\u3065\u3044\u3066\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u30ed\u30fc\u30ab\u30e9\u30a4\u30ba\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u3067\u30ea\u30fc\u30c0\u30fc\u3068\u3057\u3066\u306e\u5730\u4f4d\u3092\u78ba\u7acb\u3057\u3066\u3044\u308b Genesys \u306f\u3001\u4f01\u696d\u304c AI \u3092\u6d3b\u7528\u3057\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u3001\u9ad8\u5ea6\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u63a8\u9032\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u30d1\u30fc\u30c8\u30ca\u30fc\u306b\u6700\u9069\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n

\u91cd\u8996\u3059\u3079\u304d\u306f\u62e1\u5f35\u6027\u3068\u6700\u65b0\u5316<\/h2>\n

AI \u304c\u4e8b\u696d\u904b\u55b6\u306e\u4e2d\u5fc3\u3068\u306a\u308b\u306b\u3057\u305f\u304c\u3044\u3001\u62e1\u5f35\u6027\u3001\u5b89\u5168\u6027\u3001\u9769\u65b0\u6027\u306b\u512a\u308c\u305f\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u30cb\u30fc\u30ba\u304c\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002\u4e2d\u898f\u6a21\u4f01\u696d\u3067\u3082\u5927\u898f\u6a21\u306a\u591a\u56fd\u7c4d\u4f01\u696d\u3067\u3082\u3001\u30cb\u30fc\u30ba\u306b\u5408\u308f\u305b\u3066\u9032\u5316\u3067\u304d\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u9078\u629e\u3059\u308b\u3053\u3068\u304c\u3001\u78ba\u5b9f\u306a AI \u30ed\u30fc\u30c9\u30de\u30c3\u30d7\u306e\u7dad\u6301\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n

\u307e\u305f\u3001\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u306f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u696d\u754c\u306e\u5c06\u6765\u50cf\u3082\u89e3\u8aac\u3057\u3066\u304a\u308a\u3001\u4f01\u696d\u306e\u8a08\u753b\u7acb\u6848\u306e\u53c2\u8003\u306b\u306a\u308a\u307e\u3059\u3002AI \u306e\u9032\u5316\u306b\u4f34\u3044\u3001\u30d9\u30f3\u30c0\u30fc\u306b\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u304a\u3051\u308b\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u80fd\u529b\u304c\u6c42\u3081\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u81ea\u793e\u306e AI \u6226\u7565\u306b\u9069\u3057\u305f\u5b9f\u7e3e\u3042\u308b\u30ea\u30fc\u30c0\u30fc\u4f01\u696d\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u9078\u3076\u3053\u3068\u304c\u3001\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u304c\u767a\u751f\u3057\u3066\u3082\u5f15\u304d\u7d9a\u304d\u6295\u8cc7\u306e\u4fa1\u5024\u3092\u5f97\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u306e\u6d3b\u7528<\/h2>\n

\u30ac\u30fc\u30c8\u30ca\u30fc\u306e\u300c2024 \u5e74\u7248\u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u300d\u3068\u300c\u30af\u30ea\u30c6\u30a3\u30ab\u30eb\u30fb\u30b1\u30a4\u30d1\u30d3\u30ea\u30c6\u30a3\u30fb\u30ec\u30dd\u30fc\u30c8\u300d\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5206\u91ce\u3067\u5e83\u304f\u8a8d\u77e5\u3055\u308c\u3066\u3044\u308b\u30d9\u30f3\u30c0\u30fc\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u304c\u8a70\u307e\u3063\u3066\u3044\u307e\u3059\u3002AI \u8a08\u753b\u306e\u53c2\u8003\u306b\u306a\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u60c5\u5831\u306b\u57fa\u3065\u3044\u305f\u610f\u601d\u6c7a\u5b9a\u306b\u6709\u7528\u3067\u3059\u3002<\/p>\n

10 \u5e74\u9023\u7d9a\u3067\u3001Genesys \u306f\u3053\u306e\u30ec\u30dd\u30fc\u30c8\u306e\u30ea\u30fc\u30c0\u30fc\u306b\u9078\u3070\u308c\u307e\u3057\u305f\u3002Genesys Cloud \u306b\u642d\u8f09\u3055\u308c\u305f AI \u30d9\u30fc\u30b9\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u6a5f\u80fd\u3092\u4f7f\u7528\u3059\u308c\u3070\u3001\u7d50\u679c\u3092\u5411\u4e0a\u3055\u305b\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u69cb\u7bc9\u3057\u3001\u7af6\u5408\u4ed6\u793e\u306e\u5148\u3092\u884c\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n

 <\/p>\n

1<\/sup>\u51fa\u5178\uff1aGartner Magic Quadrant for Contact Center as a Service\u3001Drew Kraus\u3001Pri Rathnayake\u3001Megan Fernandez\u3001Pankil Sheth\u3001Jason Bridge\u30012024 \u5e74 10 \u6708 28 \u65e5<\/a><\/em><\/p>\n

Gartner\u3001Critical Capabilities for Contact Center as a Service\u3001Megan Fernandez\u3001Drew Kraus\u3001Pri Rathnayake\u3001Pankil Sheth\u3001Jason Bridge\u30012024 \u5e74 10 \u6708 28 \u65e5<\/em><\/a><\/p>\n

\u30ac\u30fc\u30c8\u30ca\u30fc\u306e\u514d\u8cac\u4e8b\u9805<\/em>
\n\u30ac\u30fc\u30c8\u30ca\u30fc\u306f\u3001\u8abf\u67fb\u5831\u544a\u66f8\u306b\u63b2\u8f09\u3057\u305f\u3044\u304b\u306a\u308b\u30d9\u30f3\u30c0\u30fc\u3001\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u3082\u652f\u6301\u3057\u307e\u305b\u3093\u3002\u307e\u305f\u3001\u6700\u9ad8\u70b9\u3084\u305d\u306e\u4ed6\u306e\u8a55\u4fa1\u3092\u4e0e\u3048\u3089\u308c\u305f\u30d9\u30f3\u30c0\u30fc\u306e\u307f\u3092\u9078\u629e\u3059\u308b\u3088\u3046\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30e6\u30fc\u30b6\u30fc\u306b\u63a8\u5968\u3059\u308b\u3082\u306e\u3067\u3082\u3042\u308a\u307e\u305b\u3093\u3002\u30ac\u30fc\u30c8\u30ca\u30fc\u306e\u8abf\u67fb\u5831\u544a\u66f8\u306f\u30ac\u30fc\u30c8\u30ca\u30fc\u306e\u8abf\u67fb\u4f01\u696d\u306e\u610f\u898b\u304b\u3089\u69cb\u6210\u3055\u308c\u3066\u304a\u308a\u3001\u4e8b\u5b9f\u306e\u8a18\u8ff0\u3068\u3057\u3066\u89e3\u91c8\u3059\u3079\u304d\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u30ac\u30fc\u30c8\u30ca\u30fc\u306f\u3001\u7279\u5b9a\u306e\u76ee\u7684\u306b\u304a\u3051\u308b\u5546\u54c1\u6027\u307e\u305f\u306f\u9069\u5207\u6027\u306b\u95a2\u3059\u308b\u4fdd\u8a3c\u3001\u304a\u3088\u3073\u672c\u8abf\u67fb\u306b\u95a2\u3059\u308b\u660e\u793a\u7684\u3001\u9ed9\u793a\u7684\u306a\u3044\u304b\u306a\u308b\u4fdd\u8a3c\u3082\u884c\u308f\u306a\u3044\u3082\u306e\u3068\u3057\u307e\u3059\u3002<\/em><\/p>\n

\u30ac\u30fc\u30c8\u30ca\u30fc\u306f\u3001\u7c73\u56fd\u304a\u3088\u3073\u305d\u306e\u4ed6\u306e\u56fd\u306b\u304a\u3051\u308b Gartner, Inc. \u304a\u3088\u3073\/\u307e\u305f\u306f\u305d\u306e\u95a2\u9023\u4f1a\u793e\u306e\u767b\u9332\u5546\u6a19\u304a\u3088\u3073\u30b5\u30fc\u30d3\u30b9\u30de\u30fc\u30af\u3067\u3059\u3002\u30de\u30b8\u30c3\u30af\u30fb\u30af\u30a2\u30c9\u30e9\u30f3\u30c8\u306f\u3001Gartner, Inc. \u304a\u3088\u3073\/\u307e\u305f\u306f\u305d\u306e\u95a2\u9023\u4f1a\u793e\u306e\u767b\u9332\u5546\u6a19\u3067\u3042\u308a\u3001\u8a31\u53ef\u3092\u5f97\u3066\u672c\u66f8\u3067\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002All rights reserved.<\/em>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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