{"id":563348,"date":"2025-06-26T03:42:55","date_gmt":"2025-06-26T10:42:55","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=563348"},"modified":"2025-06-26T03:47:22","modified_gmt":"2025-06-26T10:47:22","slug":"difference-contactcenter-callcenter","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/difference-contactcenter-callcenter","title":{"rendered":"\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306e\u9055\u3044\u3084\u30b7\u30b9\u30c6\u30e0\u3092\u89e3\u8aac"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\u96fb\u8a71\u3084\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u3001SNS 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\u306a\u3069\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u3078\u306e\u5bfe\u5fdc\u304c\u6c42\u3081\u3089\u308c\u308b\u306a\u3069\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u62c5\u3046\u5f79\u5272\u306f\u9032\u5316\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3>\u30fb\u30c7\u30fc\u30bf\u6d3b\u7528\u306e\u91cd\u8981\u6027<\/h3>\n<p>\u9867\u5ba2\u30cb\u30fc\u30ba\u306e\u628a\u63e1\u3001\u5546\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306e\u6539\u5584\u3001\u3042\u308b\u3044\u306f\u55b6\u696d\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6d3b\u52d5\u306e\u52b9\u7387\u5316\u306e\u305f\u3081\u306b\u306f\u3001\u30c7\u30fc\u30bf\u6d3b\u7528\u304c\u6b20\u304b\u305b\u307e\u305b\u3093\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001\u3053\u3046\u3057\u305f\u30c7\u30fc\u30bf\u304c\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8cea\u5411\u4e0a\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><a id=\"link04\"><\/a><a id=\"link04\"><\/a>4.\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u4ed5\u4e8b\u5185\u5bb9<\/h2>\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u306f\u3001\u300c\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u696d\u52d9\u300d\u3068\u300c\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u696d\u52d9\u300d\u306e 2 \u3064\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u308c\u305e\u308c\u3001\u3069\u306e\u3088\u3046\u306a\u4ed5\u4e8b\u5185\u5bb9\u306a\u306e\u304b\u78ba\u8a8d\u3057\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n<h3>\u30fb\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u696d\u52d9<\/h3>\n<p>\u96fb\u8a71\u3084\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u306a\u3069\u3092\u7d4c\u7531\u3057\u3066\u5c4a\u3044\u305f\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u5fdc\u3059\u308b\u696d\u52d9\u3067\u3059\u3002\u5177\u4f53\u7684\u306a\u696d\u52d9\u5185\u5bb9\u306b\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u5185\u5bb9\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u95a2\u3059\u308b\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc<\/li>\n<li>\u8cc7\u6599\u8acb\u6c42\u3084\u6ce8\u6587\u3001\u7533\u3057\u8fbc\u307f\u3078\u306e\u5bfe\u5fdc<\/li>\n<li>\u30af\u30ec\u30fc\u30e0\u51e6\u7406\u3000\u306a\u3069<\/li>\n<\/ul>\n<h3>\u30fb\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u696d\u52d9<\/h3>\n<p>\u4f01\u696d\u5074\u304b\u3089\u3001\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u96fb\u8a71\u3084\u30e1\u30fc\u30eb\u7b49\u3092\u7528\u3044\u3066\u30b3\u30f3\u30bf\u30af\u30c8\u3092\u53d6\u308b\u696d\u52d9\u3067\u3059\u3002\u5177\u4f53\u7684\u306a\u696d\u52d9\u5185\u5bb9\u306b\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u5185\u5bb9\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u7d39\u4ecb\u30fb\u63d0\u6848<\/li>\n<li>\u65e2\u5b58\u9867\u5ba2\u3078\u306e\u30d5\u30a9\u30ed\u30fc<\/li>\n<li>\u304a\u77e5\u3089\u305b\u306a\u3069\u5404\u7a2e\u60c5\u5831\u306e\u63d0\u4f9b<\/li>\n<li>\u5e02\u5834\u8abf\u67fb\u3084\u30a2\u30f3\u30b1\u30fc\u30c8\u3000\u306a\u3069<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><a id=\"link05\"><\/a>5.\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u306b\u5fc5\u8981\u306a\u30b7\u30b9\u30c6\u30e0<\/h2>\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u904b\u55b6\u3059\u308b\u3046\u3048\u3067\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u30b7\u30b9\u30c6\u30e0\u306e\u5c0e\u5165\u304c\u304a\u3059\u3059\u3081\u3067\u3059\u3002<\/p>\n<h3>\u30fbCTI<\/h3>\n<p>CTI \u306f\u300c Computer Telephony Integration \u300d\u306e\u7565\u3067\u3001\u3055\u307e\u3056\u307e\u306a\u30c1\u30e3\u30cd\u30eb\u3092\u901a\u3058\u305f\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u306b\u3064\u3044\u3066\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u304c\u9069\u3057\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u632f\u308a\u5206\u3051\u3066\u304f\u308c\u308b\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p>\n<p><strong class=\"text-orange text-22\"><strong class=\"text-orange text-22\">\u95a2\u9023\u8a18\u4e8b\uff1a<\/strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cti\">\u300c CTI \u3068\u306f\uff1f\u30b7\u30b9\u30c6\u30e0\u306e\u6a5f\u80fd\u30fb\u4ed5\u7d44\u307f\u3092\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac\u300d<\/a><\/strong><\/p>\n<h3>\u30fbCRM<\/h3>\n<p>CRM \u306f\u300c Customer Relationship Management \u300d\u306e\u7565\u3067\u3001\u65e5\u672c\u8a9e\u3067\u306f\u300c\u9867\u5ba2\u95a2\u4fc2\u7ba1\u7406\u300d\u3068\u547c\u3070\u308c\u307e\u3059\u3002\u540d\u524d\u3084\u4f4f\u6240\u3001\u9023\u7d61\u5148\u3001\u4f01\u696d\u540d\u3001\u5f79\u8077\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u9867\u5ba2\u60c5\u5831\u306e\u7ba1\u7406\u3092\u884c\u3046\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p>\n<p><strong class=\"text-orange text-22\">\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/how-to-successfully-implement-crm-for-callcenter\">\u300c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b CRM \u3092\u5c0e\u5165\u3059\u308b\u3068\u304d\u306b\u5fc5\u8981\u306a\u57fa\u790e\u77e5\u8b58\u790e\u300d<\/a><\/strong><\/p>\n<h3>\u30fbIVR<\/h3>\n<p>IVR \u306f\u300c Interactive Voice Response \u300d\u306e\u7565\u3067\u3001\u65e5\u672c\u8a9e\u3067\u306f\u300c\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\u300d\u3068\u547c\u3070\u308c\u307e\u3059\u3002\u4e8b\u524d\u306b\u8a2d\u5b9a\u3057\u305f\u5185\u5bb9\u306b\u5f93\u3044\u3001\u96fb\u8a71\u306b\u5bfe\u3057\u3066\u97f3\u58f0\u30ac\u30a4\u30c0\u30f3\u30b9\u3084\u30d7\u30c3\u30b7\u30e5\u30dc\u30bf\u30f3\u64cd\u4f5c\u3067\u306e\u81ea\u52d5\u5bfe\u5fdc\u3092\u53ef\u80fd\u306b\u3059\u308b\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p>\n<p><strong class=\"text-orange text-22\">\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/how-to-select-ivr\">\u300c IVR\u00a0 ( \u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\u30b7\u30b9\u30c6\u30e0 ) \u3068\u306f ? \u4ed5\u7d44\u307f\u3084\u6a5f\u80fd\u304b\u3089\u9078\u3073\u65b9\u3092\u89e3\u8aac\u300d<\/a><\/strong><\/p>\n<h3>\u30fbRPA<\/h3>\n<p>RPA \u3068\u306f\u300c Robotic Process Automation \u300d\u306e\u7565\u3067\u3001\u30d1\u30bd\u30b3\u30f3\u3067\u884c\u308f\u308c\u308b\u65e5\u5e38\u696d\u52d9\u7b49\u3092\u81ea\u52d5\u5316\u3067\u304d\u308b\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p>\n<h3>\u30fb\u9332\u97f3\u6a5f\u80fd<\/h3>\n<p>\u9332\u97f3\u6a5f\u80fd\u3092\u7528\u3044\u308b\u3068\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u9867\u5ba2\u3068\u306e\u901a\u8a71\u5185\u5bb9\u3092\u97f3\u58f0\u30c7\u30fc\u30bf\u3068\u3057\u3066\u8a18\u9332\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3>\u30fb\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8<\/h3>\n<p>\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306f\u300c\u30c1\u30e3\u30c3\u30c8\u300d\u3068\u300c\u30ed\u30dc\u30c3\u30c8\u300d\u3092\u7d44\u307f\u5408\u308f\u305b\u305f\u9020\u8a9e\u3067\u3059\u3002 AI\u00a0 \u3092\u6d3b\u7528\u3057\u305f\u81ea\u52d5\u4f1a\u8a71\u30d7\u30ed\u30b0\u30e9\u30e0\u3092\u793a\u3057\u3001\u4eba\u9593\u306e\u4ee3\u308f\u308a\u306b\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u304c\u4f1a\u8a71\u3057\u307e\u3059\u3002<\/p>\n<p><strong class=\"text-orange text-22\">\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-a-chatbot\">\u300c\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3068\u306f\uff1f\u4ed5\u7d44\u307f\u3084\u6a5f\u80fd\u3001\u6d3b\u7528\u4e8b\u4f8b\u3092\u7d39\u4ecb\u300d<\/a><\/strong><\/p>\n<h3>\u30fbACD<\/h3>\n<p>ACD \u306f\u300c Automatic Call Distribution \u300d\u306e\u7565\u3067\u3001\u65e5\u672c\u8a9e\u3067\u306f\u300c\u7740\u4fe1\u547c\u81ea\u52d5\u5206\u914d\u88c5\u7f6e\u300d\u3068\u547c\u3070\u308c\u307e\u3059\u3002\u3042\u3089\u304b\u3058\u3081\u8a2d\u5b9a\u3057\u305f\u30eb\u30fc\u30eb\u306b\u57fa\u3065\u304d\u3001\u7740\u4fe1\u3057\u305f\u96fb\u8a71\u3092\u81ea\u52d5\u3067\u632f\u308a\u5206\u3051\u3066\u304f\u308c\u308b\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2><a id=\"link06\"><\/a>6.\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u3088\u304f\u3042\u308b\u8ab2\u984c\u306e\u89e3\u6c7a\u65b9\u6cd5<\/h2>\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u8d77\u3053\u308a\u304c\u3061\u306a\u8ab2\u984c\u306b\u3064\u3044\u3066\u3001\u89e3\u6c7a\u65b9\u6cd5\u3068\u3068\u3082\u306b\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<h3>\u30fb\u4eba\u6750\u4e0d\u8db3\u3068\u9ad8\u3044\u96e2\u8077\u7387<\/h3>\n<p>\u4eba\u6750\u4e0d\u8db3\u3067\u5341\u5206\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u914d\u7f6e\u3067\u304d\u306a\u3044\u3068\u3001\u5bfe\u5fdc\u306b\u9045\u308c\u304c\u751f\u3058\u308b\u3068\u3044\u3063\u305f\u4e8b\u614b\u306b\u7e4b\u304c\u308a\u307e\u3059\u3002\u4e00\u65b9\u3001\u5c11\u306a\u3044\u4eba\u54e1\u3067\u696d\u52d9\u3092\u884c\u3048\u3070\u3001\u4e00\u4eba\u3072\u3068\u308a\u306e\u696d\u52d9\u8ca0\u8377\u304c\u9ad8\u304f\u306a\u3063\u3066\u96e2\u8077\u306e\u539f\u56e0\u3068\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u307e\u305f\u3001\u6628\u4eca\u3067\u306f\u4eba\u6750\u4e0d\u8db3\u3084\u9ad8\u3044\u96e2\u8077\u7387\u306e\u8981\u56e0\u3068\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30cf\u30e9\u30b9\u30e1\u30f3\u30c8\u3082\u5927\u304d\u306a\u8ab2\u984c\u3068\u306a\u3063\u3066\u3044\u308b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<br \/>\n\u3053\u3046\u3057\u305f\u5834\u5408\u3001AI \u306b\u3088\u308b\u81ea\u52d5\u97f3\u58f0\u5bfe\u5fdc\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u7b49\u306e\u5c0e\u5165\u304c\u6709\u52b9\u3067\u3059\u3002\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u304c\u4e00\u6b21\u5bfe\u5fdc\u3092\u62c5\u3063\u3066\u304f\u308c\u308b\u305f\u3081\u3001\u696d\u52d9\u52b9\u7387\u5316\u304c\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002\u30cf\u30e9\u30b9\u30e1\u30f3\u30c8\u306b\u5bfe\u3057\u3066\u3082 AI \u304c\u81ea\u52d5\u5bfe\u5fdc\u3057\u3066\u304f\u308c\u308c\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30c8\u30ec\u30b9\u304c\u8efd\u6e1b\u3055\u308c\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<h3>\u30fb\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6559\u80b2<\/h3>\n<p>\u65b0\u305f\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u63a1\u7528\u3057\u305f\u5834\u5408\u306f\u6559\u80b2\u304c\u5fc5\u8981\u3067\u3059\u3002\u307e\u305f\u3001\u7d99\u7d9a\u7684\u306a\u6559\u80b2\u6a5f\u4f1a\u306e\u63d0\u4f9b\u3082\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u306f\u91cd\u8981\u3068\u306a\u308a\u307e\u3059\u3002CRM 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