{"id":612219,"date":"2026-08-06T03:16:04","date_gmt":"2026-08-06T10:16:04","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=612219"},"modified":"2026-08-06T03:16:04","modified_gmt":"2026-08-06T10:16:04","slug":"what-is-touchpoint","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-touchpoint","title":{"rendered":"\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3068\u306f\uff1f\u5897\u3048\u7d9a\u3051\u308b\u9867\u5ba2\u63a5\u70b9\u3092\u6700\u9069\u5316\u3059\u308b\u65b9\u6cd5\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;]\u9867\u5ba2\u3068\u306e\u63a5\u70b9\uff08\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\uff09\u306f\u3001\u30c7\u30b8\u30bf\u30eb\u5316\u3068\u3068\u3082\u306b\u5e74\u3005\u5897\u3048\u7d9a\u3051\u3066\u3044\u307e\u3059\u3002<br \/>\nWeb \u30b5\u30a4\u30c8\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u96fb\u8a71\u3001 SNS \u3001\u30e1\u30fc\u30eb\u3001\u5b9f\u5e97\u8217\u306a\u3069\u3001\u9867\u5ba2\u306f\u72b6\u6cc1\u306b\u5fdc\u3058\u3066\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u4f7f\u3044\u5206\u3051\u308b\u306e\u304c\u5f53\u305f\u308a\u524d\u306b\u306a\u308a\u307e\u3057\u305f\u3002<\/p>\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u304a\u3051\u308b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u57fa\u672c\u7684\u306a\u8003\u3048\u65b9\u304b\u3089\u3001\u5897\u3048\u7d9a\u3051\u308b\u9867\u5ba2\u63a5\u70b9\u304c\u5f15\u304d\u8d77\u3053\u3059\u8ab2\u984c\u3001\u305d\u3057\u3066\u6700\u65b0\u306e\u7d71\u5408\u30fb\u6700\u9069\u5316\u30a2\u30d7\u30ed\u30fc\u30c1\u307e\u3067\u3092\u6574\u7406\u3057\u307e\u3059\u3002<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cx\">\u9867\u5ba2\u4f53\u9a13\uff08 CX 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href=\"#link05\">\u6b21\u306e\u3088\u3046\u306a\u8ab2\u984c\u3092\u304a\u6301\u3061\u306e\u4f01\u696d\u306b\u304a\u3059\u3059\u3081<\/a><\/li>\n<li><a href=\"#link06\">\u4e8b\u4f8b\uff1a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u7d71\u5408\u3067\u9867\u5ba2\u306b\u5bc4\u308a\u6dfb\u3063\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u52b9\u7387\u826f\u304f\u63d0\u4f9b<\/a><\/li>\n<li><a href=\"#link07\">\u307e\u3068\u3081:\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306f CX \u6226\u7565\u306e\u4e2d\u6838\u306b\u306a\u308b<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"link01\" style=\"font-size: 1.75rem;\">\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3068\u306f\u4f55\u304b\uff1f\u9867\u5ba2\u63a5\u70b9\u306e\u57fa\u672c<\/h2>\n<p>\u6700\u521d\u306b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u5b9a\u7fa9\u3092\u78ba\u8a8d\u3057\u3066\u304a\u304d\u307e\u3057\u3087\u3046\u3002\u540c\u6642\u306b\u30d3\u30b8\u30cd\u30b9\u7528\u8a9e\u3068\u3057\u3066\u4f3c\u305f\u3088\u3046\u306a\u6587\u8108\u3067\u4f7f\u308f\u308c\u308b\u300c\u9867\u5ba2\u63a5\u70b9\u300d\u300c\u30b3\u30f3\u30bf\u30af\u30c8\u30dd\u30a4\u30f3\u30c8\u300d\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-customer-journey\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc<\/a>\u300d\u3068\u306e\u95a2\u4fc2\u3092\u6574\u7406\u3057\u307e\u3059\u3002[\/vc_column_text][vc_single_image image=&#8221;612858&#8243; css=&#8221;&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u5b9a\u7fa9\u3068\u610f\u5473<\/h3>\n<p><b>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3068\u306f\u3001\u9867\u5ba2\u304c\u4f01\u696d\u3084\u30d6\u30e9\u30f3\u30c9\u3068\u63a5\u89e6\u3059\u308b\u3059\u3079\u3066\u306e\u5834\u9762\u3092\u6307\u3059\u6982\u5ff5<\/b>\u3067\u3059\u3002<br \/>\n\u5e83\u544a\u3084 Web \u30b5\u30a4\u30c8\u306e\u95b2\u89a7\u3001\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u3001\u8cfc\u5165\u5f8c\u306e\u30b5\u30dd\u30fc\u30c8\u306a\u3069\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u69cb\u6210\u3059\u308b\u3042\u3089\u3086\u308b\u63a5\u70b9\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u7279\u306b\u3001\u5358\u4e00\u306e\u63a5\u70b9\u3067\u306f\u306a\u304f\u3001\u8907\u6570\u306e\u4f53\u9a13\u3092\u9023\u7d9a\u3059\u308b\u300c\u6d41\u308c\u300d\u3068\u3057\u3066\u6349\u3048\u308b\u70b9\u304c\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3068\u3044\u3046\u8003\u3048\u65b9\u306e\u7279\u5fb4\u3067\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u63a5\u70b9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30dd\u30a4\u30f3\u30c8\u3068\u306e\u9055\u3044<\/h3>\n<p>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306f\u3001\u5b9f\u52d9\u4e0a\u306f\u300c\u9867\u5ba2\u63a5\u70b9\u300d\u3084\u300c\u30b3\u30f3\u30bf\u30af\u30c8\u30dd\u30a4\u30f3\u30c8\u300d\u3068\u307b\u307c\u540c\u7fa9\u3067\u4f7f\u308f\u308c\u308b\u3053\u3068\u3082\u591a\u304f\u3001\u660e\u78ba\u306a\u4f7f\u3044\u5206\u3051\u304c\u3055\u308c\u306a\u3044\u30b1\u30fc\u30b9\u3082\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<br \/>\n\u82f1\u8a9e\u3067\u306f <em>touchpoint<\/em> \u3068\u8868\u8a18\u3055\u308c\u3001\u9867\u5ba2\u4f53\u9a13\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u5206\u91ce\u306e\u5171\u901a\u7528\u8a9e\u3068\u3057\u3066\u5b9a\u7740\u3057\u3066\u3044\u307e\u3059\u3002<br \/>\n\u91cd\u8981\u306a\u306e\u306f\u547c\u3073\u65b9\u3067\u306f\u306a\u304f\u3001<strong>\u9867\u5ba2\u8996\u70b9\u3067\u4f53\u9a13\u3068\u3057\u3066\u6349\u3048\u308b\u304b\u3069\u3046\u304b<\/strong>\u3067\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306e\u95a2\u4fc2<\/h3>\n<p><img decoding=\"async\" class=\"alignnone wp-image-568730 \" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_190367341-1-1260x840.jpeg\" alt=\"\" width=\"711\" height=\"474\" srcset=\"https:\/\/www.genesys.com\/media\/AdobeStock_190367341-1-1260x840.jpeg 1260w, https:\/\/www.genesys.com\/media\/AdobeStock_190367341-1-300x200.jpeg 300w, https:\/\/www.genesys.com\/media\/AdobeStock_190367341-1-216x144.jpeg 216w, https:\/\/www.genesys.com\/media\/AdobeStock_190367341-1-scaled.jpeg 1600w\" sizes=\"(max-width: 711px) 100vw, 711px\" \/><\/p>\n<p>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u69cb\u6210\u3059\u308b\u8981\u7d20\u3067\u3059\u3002\u540c\u3058\u30c1\u30e3\u30cd\u30eb\u3067\u3042\u3063\u3066\u3082\u3001\u9867\u5ba2\u306e\u30d5\u30a7\u30fc\u30ba\u306b\u3088\u3063\u3066\u5f79\u5272\u304c\u7570\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u3010\u8a8d\u77e5\u30d5\u30a7\u30fc\u30ba\u3068\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3011<\/p>\n<ul>\n<li>\u8a8d\u77e5\u30d5\u30a7\u30fc\u30ba\uff1a\u5e83\u544a\u3001 SNS \u3001\u516c\u5f0f\u30b5\u30a4\u30c8\u3001\u53e3\u30b3\u30df<\/li>\n<li>\u691c\u8a0e\u30d5\u30a7\u30fc\u30ba\uff1a\u6bd4\u8f03\u30b5\u30a4\u30c8\u3001\u554f\u3044\u5408\u308f\u305b\u3001\u8cc7\u6599\u8acb\u6c42\u3001\u5b9f\u5e97\u8217<\/li>\n<li>\u5229\u7528\u30fb\u554f\u3044\u5408\u308f\u305b\u30d5\u30a7\u30fc\u30ba\uff1a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3001\u30c1\u30e3\u30c3\u30c8\u3001 FAQ<\/li>\n<li>\u7d99\u7d9a\u30fb\u95a2\u4fc2\u69cb\u7bc9\u30d5\u30a7\u30fc\u30ba\uff1a\u30b5\u30dd\u30fc\u30c8\u3001\u30d5\u30a9\u30ed\u30fc\u9023\u7d61\u3001\u30b3\u30df\u30e5\u30cb\u30c6\u30a3<\/li>\n<\/ul>\n<p>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u5358\u4f53\u3067\u306f\u306a\u304f\u3001\u300c\u3069\u306e\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u3001\u3069\u3093\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u304b\u300d\u304c\u9867\u5ba2\u4f53\u9a13\u3084\u9867\u5ba2\u63a5\u70b9\u8a2d\u8a08\u306e\u9375\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u8fd1\u5e74\u3067\u306f\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u8a2d\u8a08\u3057\u3066\u7d42\u308f\u308a\u306b\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u63a5\u70b9\u306b\u304a\u3051\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3059\u308b\u300c\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u300d\u304c\u91cd\u8981\u8996\u3055\u308c\u3066\u3044\u307e\u3059\u3002<br \/>\n\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3067\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u30c7\u30fc\u30bf\u3084\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u3092\u3082\u3068\u306b\u3001\u5404\u30d5\u30a7\u30fc\u30ba\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u898b\u76f4\u3057\u3001\u4f53\u9a13\u306e\u6700\u9069\u5316\u3092\u56f3\u308a\u307e\u3059\u3002<br \/>\n\u305d\u306e\u7d50\u679c\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u5411\u4e0a\u3057\u3001\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387\u3084\u30ea\u30d4\u30fc\u30c8\u7387\u306e\u6539\u5584\u3092\u901a\u3058\u3066\u3001\u58f2\u4e0a\u5411\u4e0a\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<p>\u3010\u95a2\u9023\u8a18\u4e8b\u3011<br \/>\n<a class=\"text-22 text-20\" href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-customer-journey\"><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306f\uff1f\u3084\u3055\u3057\u3044\u56f3\u89e3\u3067\u57fa\u672c\u304c\u307e\u308b\u308f\u304b\u308a<\/strong><\/a><br \/>\n&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30d3\u30b8\u30cd\u30b9\u3067\u6ce8\u76ee\u3055\u308c\u308b\u7406\u7531<\/h3>\n<p>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u6ce8\u76ee\u3055\u308c\u308b\u80cc\u666f\u306b\u306f\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a\u74b0\u5883\u306e\u5909\u5316\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li>\u30c1\u30e3\u30cd\u30eb\u306e\u6025\u5897<\/li>\n<li>\u30aa\u30f3\u30e9\u30a4\u30f3\uff0f\u30aa\u30d5\u30e9\u30a4\u30f3\u7d71\u5408\u306e\u96e3\u6613\u5ea6\u4e0a\u6607<\/li>\n<li>\u9867\u5ba2\u4f53\u9a13\u304c\u7af6\u4e89\u512a\u4f4d\u3092\u5de6\u53f3\u3059\u308b\u5e02\u5834\u74b0\u5883<\/li>\n<\/ul>\n<p>\u305d\u3057\u3066\u3001\u4e00\u8cab\u6027\u306e\u3042\u308b\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u308b\u4f01\u696d\u307b\u3069\u3001\u9867\u5ba2\u304b\u3089\u9078\u3070\u308c\u3084\u3059\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p class=\"isSelectedEnd\"><img decoding=\"async\" class=\" wp-image-369783 alignleft\" src=\"https:\/\/www.genesys.com\/media\/master-digital-engagement-channels.png\" alt=\"\" width=\"209\" height=\"216\" srcset=\"https:\/\/www.genesys.com\/media\/master-digital-engagement-channels.png 574w, https:\/\/www.genesys.com\/media\/master-digital-engagement-channels-290x300.png 290w, https:\/\/www.genesys.com\/media\/master-digital-engagement-channels-139x144.png 139w, https:\/\/www.genesys.com\/media\/master-digital-engagement-channels-547x566.png 547w\" sizes=\"(max-width: 209px) 100vw, 209px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>\u3010\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3067\u9867\u5ba2\u63a5\u70b9\u3092\u4e00\u5143\u7ba1\u7406\u3059\u308b\u306a\u3089\u3011<\/p>\n<p class=\"isSelectedEnd\">\u9867\u5ba2\u63a5\u70b9\u304c\u5897\u3048\u308b\u307b\u3069\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u5206\u65ad\u3055\u308c\u305f\u60c5\u5831\u3092\u7d71\u5408\u3057\u3001\u4e00\u8cab\u3057\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002<strong>Genesys Cloud CX<\/strong>\u306a\u3089\u3001\u96fb\u8a71\u30fb\u30e1\u30fc\u30eb\u30fb\u30c1\u30e3\u30c3\u30c8\u30fbSNS\u306a\u3069\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u4e00\u5143\u7ba1\u7406\u3057\u3001\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5bfe\u5fdc\u306b\u3088\u308b\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u9867\u5ba2\u5bfe\u5fdc\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p>\n<p class=\"isSelectedEnd\"><button style=\"background-color: #ff451a; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px; text-align: center;\"><a style=\"color: white; text-decoration: none; display: inline-block; width: 100%;\" href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/digital\">\u8a73\u3057\u304f\u306f\u3053\u3061\u3089<br \/>\n<\/a><br \/>\n<\/button><\/p>\n<p>&nbsp;<\/p>\n<h2><\/h2>\n<h2 id=\"link02\" style=\"font-size: 1.75rem;\">\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u5897\u52a0\u3068\u5206\u65ad\u304c\u5f15\u304d\u8d77\u3053\u3059\u8ab2\u984c<\/h2>\n<p>\u30c7\u30b8\u30bf\u30eb\u6280\u8853\u306e\u9032\u5316\u306b\u3088\u3063\u3066\u3001\u4eca\u5f8c\u3082\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u5897\u3048\u308b\u3053\u3068\u306f\u907f\u3051\u3089\u308c\u307e\u305b\u3093\u3057\u3001\u305d\u308c\u81ea\u4f53\u306f\u554f\u984c\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<strong>\u554f\u984c\u306f\u3001\u305d\u308c\u305e\u308c\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u7d71\u5408\u3055\u308c\u306a\u3044\u307e\u307e\u5897\u52a0\u3057\u3001\u5206\u65ad\u3055\u308c\u3066\u3057\u307e\u3046\u3053\u3068<\/strong>\u3067\u3059\u3002<\/p>\n<p>\u591a\u304f\u306e\u4f01\u696d\u3067\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u5c0e\u5165\u30fb\u904b\u7528\u304c\u5148\u884c\u3057\u3001\u5168\u4f53\u8a2d\u8a08\u304c\u5f8c\u56de\u3057\u306b\u306a\u308a\u304c\u3061\u3067\u3001\u305d\u306e\u3057\u308f\u5bc4\u305b\u304c\u9867\u5ba2\u4f53\u9a13\u306e\u4f4e\u4e0b\u3084\u3001\u696d\u52d9\u52b9\u7387\u306e\u60aa\u5316\u3068\u306a\u3063\u3066\u6df1\u523b\u306a\u8ab2\u984c\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002<br \/>\n\u5177\u4f53\u7684\u306a\u8ab2\u984c\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u5c65\u6b74\u304c\u5206\u65ad\u3055\u308c\u308b<\/h3>\n<p>\u30c1\u30e3\u30c3\u30c8\u3001\u96fb\u8a71\u3001\u30e1\u30fc\u30eb\u306a\u3069\u306e\u5c65\u6b74\u304c\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u5206\u65ad\u3055\u308c\u3066\u7ba1\u7406\u3055\u308c\u3066\u3044\u308b\u3068\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u80cc\u666f\u3084\u904e\u53bb\u306e\u5bfe\u5fdc\u5185\u5bb9\u304c\u5171\u6709\u3055\u308c\u306a\u3044\u307e\u307e\u5bfe\u5fdc\u3092\u3059\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<br \/>\n\u305d\u306e\u7d50\u679c\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u90fd\u5ea6\u72b6\u6cc1\u3092\u78ba\u8a8d\u3057\u76f4\u3059\u5fc5\u8981\u304c\u751f\u3058\u3001\u5bfe\u5fdc\u306e\u4e00\u8cab\u6027\u304c\u5931\u308f\u308c\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u306e\u518d\u8aac\u660e\u306b\u3088\u308b\u30b9\u30c8\u30ec\u30b9<\/h3>\n<p>\u30c1\u30e3\u30cd\u30eb\u304c\u5206\u65ad\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3067\u3001\u5c65\u6b74\u3084\u6587\u8108\u304c\u5f15\u304d\u7d99\u304c\u308c\u306a\u3044\u307e\u307e\u5bfe\u5fdc\u304c\u884c\u308f\u308c\u308b\u3068\u3001\u9867\u5ba2\u306f\u540c\u3058\u5185\u5bb9\u3092\u4f55\u5ea6\u3082\u8aac\u660e\u3057\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u304f\u306a\u308a\u307e\u3059\u3002<br \/>\n\u300c\u524d\u306b\u3082\u8aac\u660e\u3057\u307e\u3057\u305f\u304c\u2026\u300d\u3068\u3044\u3046\u4f53\u9a13\u306f\u3001\u4f01\u696d\u3078\u306e\u4e0d\u4fe1\u611f\u3084\u30b9\u30c8\u30ec\u30b9\u306b\u3064\u306a\u304c\u308a\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5927\u304d\u304f\u640d\u306a\u3046\u8981\u56e0\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u5206\u65ad\u304c\u6570\u5024\u6307\u6a19\u3078\u4e0e\u3048\u308b\u5f71\u97ff<\/h3>\n<p>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u5206\u65ad\u3055\u308c\u305f\u72b6\u614b\u306f\u3001\u4e0b\u8a18\u306e\u3088\u3046\u306a KPI \u306e\u6570\u5024\u3092\u60aa\u5316\u3055\u305b\u308b\u539f\u56e0\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<h4 style=\"font-size: 1.25rem;\">AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09\u306e\u9577\u671f\u5316<\/h4>\n<p>\u5c65\u6b74\u3084\u6587\u8108\u304c\u5171\u6709\u3055\u308c\u3066\u3044\u306a\u3044\u3068\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u72b6\u6cc1\u628a\u63e1\u306b\u6642\u9593\u3092\u8981\u3057\u307e\u3059\u3002\u7d50\u679c\u3068\u3057\u3066 AHT \u306f\u9577\u671f\u5316\u3057\u3001\u5168\u4f53\u306e\u51e6\u7406\u80fd\u529b\u306b\u3082\u5f71\u97ff\u3057\u307e\u3059\u3002<\/p>\n<p>\u3010\u95a2\u9023\u8a18\u4e8b\u3011<br \/>\n<strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/aht-guide\"><strong class=\"text-20\">AHT \u3068\u306f? \u8a08\u7b97\u65b9\u6cd5\u304b\u3089\u6539\u5584\u307e\u3067\u3001\u6700\u65b0\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u7528\u306e\u8003\u3048\u65b9<\/strong><\/a><\/strong><\/p>\n<h4 style=\"font-size: 1.25rem;\">FCR \uff08\u4e00\u6b21\u89e3\u6c7a\u7387\uff09\u306e\u4f4e\u4e0b<\/h4>\n<p>\u5341\u5206\u306a\u60c5\u5831\u304c\u306a\u3044\u307e\u307e\u5bfe\u5fdc\u3059\u308b\u3068\u3001\u4e00\u6b21\u5bfe\u5fdc\u3067\u89e3\u6c7a\u3067\u304d\u306a\u3044\u30b1\u30fc\u30b9\u304c\u5897\u3048\u3001 FCR \u306f\u4f4e\u4e0b\u3057\u307e\u3059\u3002\u3053\u308c\u306f CX \u60aa\u5316\u3068\u30b3\u30b9\u30c8\u5897\u306e\u4e21\u9762\u3067\u554f\u984c\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h4 style=\"font-size: 1.25rem;\">CSAT \uff0f NPS \u306e\u3070\u3089\u3064\u304d<\/h4>\n<p>\u9867\u5ba2\u63a5\u70b9\u3054\u3068\u306b\u4f53\u9a13\u306e\u8cea\u304c\u7570\u306a\u308b\u3068\u3001 CSAT \u3084 NPS 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\/>\n\u7cbe\u795e\u7684\u8ca0\u8377\u306e\u5897\u5927\u306f\u3001\u96e2\u8077\u7387\u3084\u54c1\u8cea\u4f4e\u4e0b\u306b\u3082\u76f4\u7d50\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u8ab2\u984c\u89e3\u6c7a\u7b56<\/h3>\n<p>\u3053\u308c\u3089\u306e\u8ab2\u984c\u306f\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u300c\u9867\u5ba2\u4f53\u9a13\u306e\u6d41\u308c\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\uff09\u300d\u3068\u3057\u3066\u4e00\u8cab\u3057\u3066\u7ba1\u7406\u3067\u304d\u3066\u3044\u306a\u3044\u69cb\u9020\u306b\u8d77\u56e0\u3057\u3066\u3044\u307e\u3059\u3002\u8ab2\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306b\u306f\u3001\u305d\u308c\u305e\u308c\u300c\u90e8\u5206\u6700\u9069\u300d\u3055\u308c\u3066\u3044\u308b\u30c1\u30e3\u30cd\u30eb\u3092\u4fef\u77b0\u3057\u3001\u30b7\u30b9\u30c6\u30e0\u30fb\u30c4\u30fc\u30eb\u3084\u4eba\u54e1\u3092\u3001\u9867\u5ba2\u4f53\u9a13\u306b\u914d\u616e\u3057\u306a\u304c\u3089\u300c\u5168\u4f53\u6700\u9069\u300d\u3057\u3066\u3044\u304f\u3053\u3068\u304c\u5fc5\u8981\u306a\u306e\u3067\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link03\" style=\"font-size: 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\/><\/p>\n<p>\u73fe\u5728\u306e\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3067\u306f\u3001\u5206\u65ad\u3055\u308c\u305f\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u7d71\u5408\u3057\u3001\u4f53\u9a13\u3068\u3057\u3066\u6700\u9069\u5316\u3059\u308b\u8003\u3048\u65b9\u304c\u4e3b\u6d41\u306b\u306a\u308a\u3064\u3064\u3042\u308a\u307e\u3059\u3002\u3064\u307e\u308a\u3001\u5f93\u6765\u306e\u300c\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u7ba1\u7406\u300d\u304b\u3089\u8131\u5374\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u7ba1\u7406\u306e\u57fa\u6e96\u3092\u300c\u30c1\u30e3\u30cd\u30eb\u300d\u304b\u3089\u300c\u9867\u5ba2\u300d\u3078<\/h3>\n<p>\u91cd\u8981\u306a\u306e\u306f\u3001\u300c\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u304b\u300d\u3067\u306f\u306a\u304f\u300c\u8ab0\u306e\u4f53\u9a13\u304b\u300d\u3067\u3059\u3002\u30c1\u30e3\u30cd\u30eb\u3067\u306f\u306a\u304f\u3001<strong>\u9867\u5ba2\u5358\u4f4d\u3067\u60c5\u5831\u3092\u7ba1\u7406\u3059\u308b\u3053\u3068\u3067\u3001\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u3067\u3082\u4e00\u8cab\u3057\u305f\u5bfe\u5fdc\u3092\u53ef\u80fd\u306b\u3059\u308b<\/strong>\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u6587\u8108\u3092\u7d99\u627f\u3059\u308b\u4ed5\u7d44\u307f\u306e\u91cd\u8981\u6027<\/h3>\n<p>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u7d71\u5408\u3057\u3001\u305d\u308c\u305e\u308c\u306e\u30c1\u30e3\u30cd\u30eb\u306e\u904e\u53bb\u306e\u3084\u308a\u53d6\u308a\u3084\u884c\u52d5\u5c65\u6b74\u3092\u5f15\u304d\u7d99\u3050\u3053\u3068\u3067\u3001\u300c\u518d\u8aac\u660e\u306e\u4e0d\u8981\u5316\u300d\u300c\u696d\u52d9\u52b9\u7387\u306e\u6539\u5584\u300d\u300c\u5fdc\u5bfe\u54c1\u8cea\u306e\u5411\u4e0a\u300d\u306a\u3069\u3092\u540c\u6642\u306b\u5b9f\u73fe\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u5f93\u6765\u306eAHT\u8a55\u4fa1\u304b\u3089\u3001\u4f53\u9a13\u5168\u4f53\u3092\u898b\u308b\u6307\u6a19\u3078<\/h3>\n<p>\u6700\u65b0\u306e\u8003\u3048\u65b9\u3067\u306f\u3001 AHT \u306a\u3069\u5358\u4f53\u306e KPI \u3060\u3051\u3067\u306f\u306a\u304f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u901a\u3057\u305f\u9867\u5ba2\u4f53\u9a13\u306e\u8a55\u4fa1\u304c\u91cd\u8981\u8996\u3055\u308c\u3066\u3044\u307e\u3059\u3002<br \/>\n\u7279\u306b\u3001\u300c\u77ed\u3044\u5bfe\u5fdc\uff1d\u826f\u3044\u4f53\u9a13\u300d\u3068\u306f\u9650\u3089\u306a\u3044\u70b9\u306f\u3001\u6291\u3048\u3066\u304a\u304d\u305f\u3044\u30dd\u30a4\u30f3\u30c8\u3067\u3059\u3002<\/p>\n<p>\u3010\u95a2\u9023\u8a18\u4e8b\u3011<br \/>\n<strong><a class=\"text-20\" href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-omnichannel-strategy-benefits-examples\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3068\u306f\uff1f\u610f\u5473\u3084\u9867\u5ba2\u4f53\u9a13\u3092\u9ad8\u3081\u308b\u6226\u7565\u30fb\u30e1\u30ea\u30c3\u30c8<\/a><\/strong><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link04\" style=\"font-size: 1.75rem;\">\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u7d71\u5408\u30fb\u6700\u9069\u5316\u3059\u308b\u5177\u4f53\u7684\u306a\u65b9\u6cd5<\/h2>\n<p>\u3053\u3053\u3067\u306f\u3001<strong>\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u7d71\u5408\u30fb\u6700\u9069\u5316\u3092\u5b9f\u73fe\u3059\u308b\u73fe\u5b9f\u7684\u306a\u624b\u6bb5\u3068\u3057\u3066\u3001\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u57fa\u76e4\u306e\u5c0e\u5165<\/strong>\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">Genesys Cloud \u306b\u3088\u308b\u9867\u5ba2\u63a5\u70b9\u306e\u6700\u9069\u5316<\/h3>\n<p><img decoding=\"async\" class=\"alignnone wp-image-625034 \" src=\"https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-1260x709.webp\" alt=\"\" width=\"636\" height=\"358\" srcset=\"https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-1260x709.webp 1260w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-300x169.webp 300w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-256x144.webp 256w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-374x210.webp 374w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-293x165.webp 293w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1-580x326.webp 580w, https:\/\/www.genesys.com\/media\/DAT-Genesys_lifestyle_threads14-1.webp 1600w\" sizes=\"(max-width: 636px) 100vw, 636px\" \/><\/p>\n<p>Genesys Cloud \u306f\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u4e00\u5143\u7ba1\u7406\u3057\u3001 CX \u3092\u69cb\u9020\u7684\u306b\u6539\u5584\u3067\u304d\u308b<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/digital\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a>\u3067\u3059\u3002\u65e5\u672c\u3092\u542b\u3080\u4e16\u754c 100 \u30ab\u56fd\u4ee5\u4e0a\u3067 8,000 \u793e\u3092\u8d85\u3048\u308b\u4f01\u696d\u3084\u7d44\u7e54\u3067\u63a1\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3067\u306e\u4e00\u5143\u7ba1\u7406<\/h3>\n<p>\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001 Web \u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u306a\u3069\u30921\u3064\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u7d71\u5408\u3057\u3001\u4e00\u5143\u7ba1\u7406\u3059\u308b\u3053\u3068\u3067\u3001\u65ad\u7d76\u306e\u306a\u3044\u9867\u5ba2\u4f53\u9a13\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3092\u6226\u7565\u7684\u63a5\u70b9\u306b\u5909\u3048\u308b<\/h3>\n<p>\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u3092\u5206\u6790\u3059\u308b\u6a5f\u80fd\u3082\u5b9f\u88c5\u3057\u3066\u3044\u308b\u306e\u3067\u3001\u9867\u5ba2\u5bfe\u5fdc\u3092\u5358\u306a\u308b\u30b3\u30b9\u30c8\u3067\u306f\u306a\u304f\u3001\u95a2\u4fc2\u69cb\u7bc9\u30fb\u4fa1\u5024\u5275\u51fa\u306e\u9867\u5ba2\u6226\u7565\u7684\u63a5\u70b9\u3068\u3057\u3066\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30c7\u30fc\u30bf\u3068AI\u306b\u3088\u308b\u7d99\u7d9a\u7684\u306a\u4f53\u9a13\u6539\u5584<\/h3>\n<p>\u4e00\u5143\u7ba1\u7406\u3057\u305f\u9867\u5ba2\u30c7\u30fc\u30bf\u3092 AI \u304c\u5206\u6790\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u8cea\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3067\u304d\u308b\u70b9\u3082\u5927\u304d\u306a\u7279\u5fb4\u3067\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u7ba1\u7406\u3082\u52b9\u7387\u7684\u306b\u3067\u304d\u308b\u306e\u3067\u3001\u7ba1\u7406\u8005\u306e\u5de5\u6570\u3092\u9867\u5ba2\u4f53\u9a13\u306e\u5411\u4e0a\u306a\u3069\u3001\u3088\u308a\u751f\u7523\u7684\u306a\u6d3b\u52d5\u306b\u5145\u3066\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"wp-image-393253 alignleft\" src=\"https:\/\/www.genesys.com\/media\/Helpdesk-Hero-Image.png\" alt=\"\" width=\"311\" height=\"312\" srcset=\"https:\/\/www.genesys.com\/media\/Helpdesk-Hero-Image.png 561w, https:\/\/www.genesys.com\/media\/Helpdesk-Hero-Image-298x300.png 298w, https:\/\/www.genesys.com\/media\/Helpdesk-Hero-Image-143x144.png 143w\" sizes=\"(max-width: 311px) 100vw, 311px\" \/><\/p>\n<p>&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;<\/p>\n<p>\u3010Genesys Cloud\u3092\u30aa\u30f3\u30e9\u30a4\u30f3\u30c4\u30a2\u30fc\u3067\u4f53\u9a13\u3011<\/p>\n<p class=\"isSelectedEnd\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u306b\u3088\u308b\u9867\u5ba2\u63a5\u70b9\u306e\u4e00\u5143\u7ba1\u7406\u3084\u3001AI\u3092\u6d3b\u7528\u3057\u305fCX\u6539\u5584\u3092\u5b9f\u969b\u306e\u753b\u9762\u3067\u3054\u89a7\u3044\u305f\u3060\u3051\u307e\u3059\u3002Genesys Cloud\u304c\u3069\u306e\u3088\u3046\u306b\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u3092\u52b9\u7387\u5316\u3059\u308b\u306e\u304b\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u30c4\u30a2\u30fc\u3067\u305c\u3072\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/p>\n<p class=\"isSelectedEnd\"><button style=\"background-color: #ff451a; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px; text-align: center;\"><a style=\"color: white; text-decoration: none; display: inline-block; width: 100%;\" href=\"https:\/\/www.genesys.com\/ja-jp\/tour\">\u88fd\u54c1\u30c4\u30a2\u30fc<br \/>\n<\/a><br \/>\n<\/button><\/p>\n<p>&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;<br \/>\n&nbsp;<\/p>\n<h2 id=\"link05\" style=\"font-size: 1.75rem;\">\u6b21\u306e\u3088\u3046\u306a\u8ab2\u984c\u3092\u304a\u6301\u3061\u306e\u4f01\u696d\u306b\u304a\u3059\u3059\u3081<\/h2>\n<p>\u5f0a\u793e\u3078\u306e\u76f8\u8ac7\u6642\u306b\u3001\u591a\u304f\u306e\u4f01\u696d\u304c\u62b1\u3048\u308b\u4ee3\u8868\u7684\u306a\u8ab2\u984c\u3068\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u7d71\u5408\u306b\u3088\u3063\u3066\u3001\u3069\u306e\u3088\u3046\u306a\u6539\u5584\u304c\u671f\u5f85\u3067\u304d\u308b\u306e\u304b\u3092\u3054\u8aac\u660e\u3044\u305f\u3057\u307e\u3059\u3002<\/p>\n<h3 style=\"font-size: 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