{"id":643024,"date":"2026-09-27T22:46:40","date_gmt":"2026-09-28T05:46:40","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=643024"},"modified":"2026-09-27T22:51:05","modified_gmt":"2026-09-28T05:51:05","slug":"what-is-cxd","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cxd","title":{"rendered":"\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08(CXD)\u3068\u306f\uff1f\u57fa\u672c\u3068\u9032\u3081\u65b9\u3092\u308f\u304b\u308a\u3084\u3059\u304f\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][\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08(CXD)\u306f\u3001\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u306e\u6539\u5584\u3060\u3051\u3067\u306a\u304f\u3001\u4f01\u696d\u3068\u9867\u5ba2\u306e\u3042\u3089\u3086\u308b\u63a5\u70b9\u3092\u898b\u76f4\u3057\u3001\u4e00\u8cab\u3057\u305f\u4f53\u9a13\u4fa1\u5024\u3092\u3064\u304f\u308b\u8003\u3048\u65b9\u3067\u3059\u3002\u63a5\u70b9\u304c\u5897\u3048\u3001AI\u6d3b\u7528\u3082\u5e83\u304c\u308b\u4eca\u3001\u8a2d\u8a08\u3060\u3051\u3067\u7d42\u308f\u3089\u305b\u305a\u3001\u5b9f\u884c\u3068\u6539\u5584\u307e\u3067\u898b\u636e\u3048\u308b\u8996\u70b9\u304c\u6b20\u304b\u305b\u307e\u305b\u3093\u3002\u3053\u3053\u3067\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u57fa\u672c\u3001\u9032\u3081\u65b9\u3001\u6d3b\u7528\u3057\u305f\u3044\u624b\u6cd5\u3001\u3055\u3089\u306bGenesys Cloud\u3067\u652f\u63f4\u3067\u304d\u308b\u3053\u3068\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>\u76ee\u6b21\uff1a<\/p>\n<ul>\n<li><a href=\"#link01\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08(CXD)\u306e\u57fa\u672c<\/a><\/li>\n<li><a href=\"#link02\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u9032\u3081\u65b9<\/a><\/li>\n<li><a href=\"#link03\">\u62bc\u3055\u3048\u305f\u3044\u624b\u6cd5\u3068\u6307\u6a19<\/a><\/li>\n<li><a href=\"#link04\">\u73fe\u5834\u3067\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u304c\u9032\u307f\u306b\u304f\u3044\u7406\u7531<\/a><\/li>\n<li><a href=\"#link05\">GenesysCloud\u304c\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u5b9f\u8df5\u3092\u652f\u3048\u3084\u3059\u3044\u7406\u7531<\/a><\/li>\n<li><a href=\"#link06\">\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u898b\u306a\u304c\u3089\u6539\u5584\u3067\u304d\u308b<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"link01\" style=\"font-size: 1.75rem;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08(CXD)\u306e\u57fa\u672c<\/h2>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306f\u3001\u5358\u306a\u308b\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u306e\u6539\u5584\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u304c\u4f01\u696d\u3068\u95a2\u308f\u308b\u4e00\u9023\u306e\u4f53\u9a13\u5168\u4f53\u3092\u3069\u3046\u8a2d\u8a08\u3059\u308b\u304b\u304c\u3001\u73fe\u5728\u306eCX\u6226\u7565\u3067\u306f\u91cd\u8996\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u4f53\u9a13(CX)\u3068\u306f\u4f55\u304b<\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9(Customer Experience)\u306e\u3053\u3068\u3067\u3001\u9867\u5ba2\u304c\u4f01\u696d\u3084\u30d6\u30e9\u30f3\u30c9\u3068\u63a5\u3059\u308b\u4e2d\u3067\u5f97\u308b\u4f53\u9a13\u5168\u4f53\u3092\u6307\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5546\u54c1\u3092\u77e5\u308b\u6bb5\u968e\u3001\u8cfc\u5165\u6642\u3001\u5229\u7528\u4e2d\u3001\u30b5\u30dd\u30fc\u30c8\u5bfe\u5fdc\u3001\u30a2\u30d5\u30bf\u30fc\u30d5\u30a9\u30ed\u30fc\u307e\u3067\u3001\u9867\u5ba2\u63a5\u70b9\u306f\u5e45\u5e83\u304f\u5b58\u5728\u3057\u307e\u3059\u3002\u5358\u767a\u306e\u5bfe\u5fdc\u54c1\u8cea\u3060\u3051\u3067\u306a\u304f\u3001\u300c\u5168\u4f53\u3068\u3057\u3066\u3069\u3046\u611f\u3058\u305f\u304b\u300d\u304c\u9867\u5ba2\u4f53\u9a13\u306e\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cx\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3068\u306f\uff1f\u4e8b\u4f8b\u3068\u3068\u3082\u306b\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08(CXD)\u3068\u306f\u4f55\u304b<\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30c7\u30b6\u30a4\u30f3(Customer Experience Design)\u306e\u3053\u3068\u3067\u3001\u9867\u5ba2\u63a5\u70b9\u3054\u3068\u306e\u90e8\u5206\u6700\u9069\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u5168\u4f53\u3092\u8a2d\u8a08\u30fb\u6539\u5584\u3059\u308b\u3068\u3044\u3046\u8003\u3048\u65b9\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305f\u3068\u3048\u3070\u3001Web\u30b5\u30a4\u30c8\u3067\u306f\u30b9\u30e0\u30fc\u30ba\u306b\u624b\u7d9a\u304d\u304c\u3067\u304d\u3066\u3082\u3001\u554f\u3044\u5408\u308f\u305b\u6642\u306b\u4f55\u5ea6\u3082\u8aac\u660e\u304c\u5fc5\u8981\u3067\u3042\u308c\u3070\u3001\u9867\u5ba2\u4f53\u9a13\u5168\u4f53\u3068\u3057\u3066\u306f\u6539\u5584\u304c\u5fc5\u8981\u3067\u3059\u3002\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3067\u306f\u3001\u3053\u3046\u3057\u305f\u63a5\u70b9\u9593\u306e\u30ba\u30ec\u3092\u6e1b\u3089\u3057\u3001\u4e00\u8cab\u3057\u305f\u4f53\u9a13\u3092\u5b9f\u73fe\u3059\u308b\u3053\u3068\u3092\u76ee\u6307\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3092\u8003\u3048\u308b\u524d\u306b\u62bc\u3055\u3048\u305f\u3044CS\u3068CX\u306e\u9055\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">CS(\u9867\u5ba2\u6e80\u8db3\u5ea6)\u306f\u3001\u7279\u5b9a\u306e\u5bfe\u5fdc\u3084\u30b5\u30fc\u30d3\u30b9\u306b\u5bfe\u3059\u308b\u6e80\u8db3\u5ea6\u3092\u6e2c\u308b\u8003\u3048\u65b9\u3067\u3059\u3002\u4e00\u65b9\u3001\u9867\u5ba2\u4f53\u9a13\u306f\u4f01\u696d\u3068\u306e\u95a2\u308f\u308a\u5168\u4f53\u3092\u901a\u3058\u305f\u4f53\u9a13\u4fa1\u5024\u3092\u6307\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3064\u307e\u308a\u3001\u300c\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u304c\u4e01\u5be7\u3060\u3063\u305f\u300d\u3068\u3044\u3046\u5358\u767a\u8a55\u4fa1\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u300c\u4f01\u696d\u5168\u4f53\u3068\u3057\u3066\u4f7f\u3044\u3084\u3059\u304f\u4fe1\u983c\u3067\u304d\u308b\u304b\u300d\u3092\u542b\u3081\u3066\u8003\u3048\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u9867\u5ba2\u4f53\u9a13\u6539\u5584\u3067\u306f\u90e8\u5206\u7684\u306a\u65bd\u7b56\u3067\u306f\u306a\u304f\u3001\u5168\u4f53\u8a2d\u8a08\u306e\u8996\u70b9\u304c\u91cd\u8981\u306b\u306a\u308b\u306e\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/basic-to-improve-cs\">\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CS\uff09\u3068\u306f\uff1f\u5177\u4f53\u4f8b\u3067\u308f\u304b\u308b CS \u5411\u4e0a\u306e\u305f\u3081\u306e\u57fa\u790e<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u3044\u307e\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u304c\u91cd\u8996\u3055\u308c\u308b\u7406\u7531<\/h3>\n<p><span style=\"font-weight: 400;\">\u73fe\u5728\u306f\u3001\u96fb\u8a71\u3001Web\u3001\u30c1\u30e3\u30c3\u30c8\u3001SNS\u3001\u30a2\u30d7\u30ea\u306a\u3069\u9867\u5ba2\u63a5\u70b9\u304c\u5897\u3048\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u5206\u65ad\u3055\u308c\u3084\u3059\u3044\u3068\u3044\u3046\u80cc\u666f\u304c\u3042\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u5546\u54c1\u3084\u4fa1\u683c\u3060\u3051\u3067\u5dee\u5225\u5316\u3057\u306b\u304f\u3044\u6642\u4ee3\u3067\u306f\u3001\u300c\u3069\u306e\u3088\u3046\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u308b\u304b\u300d\u304c\u3001\u4f01\u696d\u4fa1\u5024\u3092\u8a55\u4fa1\u3059\u308b1\u3064\u306e\u8ef8\u306b\u3082\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3053\u308c\u3089\u306e\u3053\u3068\u304b\u3089\u3001\u591a\u69d8\u306a\u63a5\u70b9\u3092\u6a2a\u65ad\u3057\u3066\u3001\u4e00\u8cab\u3057\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u8a2d\u8a08\u3059\u308b\u91cd\u8981\u6027\u304c\u9ad8\u307e\u3063\u3066\u3044\u308b\u306e\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a 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\u30fb\u4e8b\u4f8b\u3092\u89e3\u8aac<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link02\" style=\"font-size: 1.75rem;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u9032\u3081\u65b9<\/h2>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306f\u3001\u5358\u306b\u7406\u60f3\u50cf\u3092\u63cf\u304f\u3060\u3051\u3067\u306f\u6a5f\u80fd\u3057\u307e\u305b\u3093\u3002\u9867\u5ba2\u7406\u89e3\u304b\u3089\u6539\u5584\u904b\u7528\u307e\u3067\u3092\u7d99\u7d9a\u7684\u306b\u3064\u306a\u3052\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3092\u9032\u3081\u308b\u57fa\u672c\u30b9\u30c6\u30c3\u30d7\u3092\u6574\u7406\u3057\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-643027 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/genesys_2604-2-1.png\" alt=\"\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u9032\u3081\u65b9\" width=\"876\" height=\"439\" srcset=\"https:\/\/www.genesys.com\/media\/genesys_2604-2-1.png 1280w, https:\/\/www.genesys.com\/media\/genesys_2604-2-1-300x150.png 300w, https:\/\/www.genesys.com\/media\/genesys_2604-2-1-1260x632.png 1260w, https:\/\/www.genesys.com\/media\/genesys_2604-2-1-264x132.png 264w\" sizes=\"(max-width: 876px) 100vw, 876px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">1.\u9867\u5ba2\u7406\u89e3\u3092\u6df1\u3081\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u3053\u3053\u3067\u5fc5\u8981\u306a\u3053\u3068\u306f\u3001\u9867\u5ba2\u306e\u671f\u5f85\u3084\u4e0d\u6e80\u3001\u8ab2\u984c\u3084\u80cc\u666f\u306e\u7406\u89e3\u3067\u3059\u3002\u306a\u305c\u306a\u3089\u3001\u9867\u5ba2\u7406\u89e3\u304c\u4e0d\u5341\u5206\u306a\u307e\u307e\u3067\u306f\u3001\u52b9\u679c\u7684\u306a\u4f53\u9a13\u8a2d\u8a08\u306f\u3067\u304d\u306a\u3044\u304b\u3089\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30a2\u30f3\u30b1\u30fc\u30c8\u3001\u5bfe\u5fdc\u5c65\u6b74\u3001VoC(\u9867\u5ba2\u306e\u58f0)\u3001Web\u306e\u30a2\u30af\u30bb\u30b9\u5c65\u6b74\u306a\u3069\u3092\u6d3b\u7528\u3057\u3001\u300c\u3069\u3093\u306a\u6642\u306b\u4e0d\u6e80\u3092\u6301\u3064\u306e\u304b\u300d\u300c\u4f55\u3092\u671f\u5f85\u3057\u3066\u3044\u308b\u306e\u304b\u300d\u3092\u628a\u63e1\u3057\u307e\u3057\u3087\u3046\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">2.\u9867\u5ba2\u63a5\u70b9\u3068\u4f53\u9a13\u30d5\u30ed\u30fc\u3092\u53ef\u8996\u5316\u3059\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u96fb\u8a71\u3001Web\u3001\u30c1\u30e3\u30c3\u30c8\u3001SNS\u3001\u30a2\u30d7\u30ea\u3001\u5e97\u8217\u306a\u3069\u306e\u63a5\u70b9\u3092\u6574\u7406\u3057\u3001\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306b\u30b5\u30fc\u30d3\u30b9\u3068\u63a5\u89e6\u3057\u3066\u3044\u308b\u306e\u304b\u3092\u66f8\u304d\u51fa\u3057\u307e\u3059\u3002\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3067\u306f\u3001\u3069\u3053\u3067\u5206\u65ad\u3084\u4e0d\u4fbf\u304c\u8d77\u304d\u3066\u3044\u308b\u306e\u304b\u3001\u5168\u4f53\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3060\u304b\u3089\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">3.\u7406\u60f3\u306e\u4f53\u9a13\u3092\u8a2d\u8a08\u3059\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u73fe\u72b6\u5206\u6790\u3092\u8e0f\u307e\u3048\u305f\u3046\u3048\u3067\u3001\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3001\u4e0d\u6e80\u3092\u89e3\u6d88\u3059\u308b\u3053\u3068\u3092\u5fc3\u304c\u3051\u3066\u3001\u7406\u60f3\u306e\u4f53\u9a13\u3092\u8a2d\u8a08\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305f\u3068\u3048\u3070\u3001\u300c\u30c1\u30e3\u30c3\u30c8\u304b\u3089\u96fb\u8a71\u3078\u79fb\u3063\u3066\u3082\u3001\u5bfe\u5fdc\u5c65\u6b74\u304c\u5f15\u304d\u7d99\u304c\u308c\u3001\u8aac\u660e\u3092\u7e70\u308a\u8fd4\u3055\u306a\u304f\u3066\u3088\u3044\u300d\u3001\u300c\u904e\u53bb\u306e\u5bfe\u5fdc\u5c65\u6b74\u3092\u8e0f\u307e\u3048\u3066\u30b9\u30e0\u30fc\u30ba\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u300d\u3068\u3044\u3063\u305f\u3053\u3068\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u8a2d\u5b9a\u3068\u4f53\u9a13\u30d5\u30ed\u30fc\u3092\u4fef\u77b0\u3057\u306a\u304c\u3089\u3001\u4e00\u8cab\u6027\u306e\u3042\u308b\u4f53\u9a13\u3092\u8a2d\u8a08\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u307e\u305f\u3001\u52b9\u679c\u6e2c\u5b9a\u306e\u305f\u3081\u306e\u6307\u6a19\u3082\u8a2d\u5b9a\u3057\u307e\u3059\u3002\u5c1a\u3001\u6307\u6a19\u306b\u3064\u3044\u3066\u306f\u6b21\u306e\u30bb\u30af\u30b7\u30e7\u30f3\u3092\u53c2\u8003\u306b\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">4.\u52b9\u679c\u3092\u6e2c\u308a\u3001\u6539\u5584\u3092\u7d9a\u3051\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306f\u3001\u4e00\u5ea6\u8a2d\u8a08\u3057\u3066\u7d42\u308f\u308a\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5b9f\u969b\u306e\u904b\u7528\u30c7\u30fc\u30bf\u3084\u52b9\u679c\u6e2c\u5b9a\u306e\u305f\u3081\u306e\u6307\u6a19\u3092\u898b\u306a\u304c\u3089\u3001\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3092\u7d9a\u3051\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u306f\u9867\u5ba2\u30cb\u30fc\u30ba\u3084\u30c1\u30e3\u30cd\u30eb\u5909\u5316\u306b\u3088\u3063\u3066\u3082\u5f71\u97ff\u3092\u53d7\u3051\u308b\u305f\u3081\u3001\u5b9a\u671f\u7684\u306a\u8a55\u4fa1\u3068\u3001\u6539\u5584\u3092\u524d\u63d0\u3068\u3057\u305f\u904b\u7528\u304c\u6b20\u304b\u305b\u307e\u305b\u3093\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link03\" style=\"font-size: 1.75rem;\">\u62bc\u3055\u3048\u305f\u3044\u624b\u6cd5\u3068\u6307\u6a19<\/h2>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3092\u9032\u3081\u308b\u969b\u306f\u3001\u611f\u899a\u3060\u3051\u3067\u5224\u65ad\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u624b\u6cd5\u3084\u6307\u6a19\u3092\u6d3b\u7528\u3057\u306a\u304c\u3089\u8ab2\u984c\u3092\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u4ee3\u8868\u7684\u306a\u624b\u6cd5\u3068\u6307\u6a19\u3092\u6574\u7406\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7<\/h3>\n<p><span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u3084\u611f\u60c5\u3092\u6642\u7cfb\u5217\u3067\u6574\u7406\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u304c\u3069\u306e\u63a5\u70b9\u3067\u4e0d\u6e80\u3084\u8ff7\u3044\u3092\u611f\u3058\u3066\u3044\u308b\u304b\u3092\u628a\u63e1\u3057\u3084\u3059\u304f\u306a\u308a\u3001\u6539\u5584\u3059\u3079\u304d\u8ab2\u984c\u3092\u660e\u78ba\u5316\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-customer-journey\">\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<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">VoC\u5206\u6790<\/h3>\n<p><span style=\"font-weight: 400;\">VoC(Voice of Customer)\u5206\u6790\u306f\u3001\u9867\u5ba2\u306e\u58f0\u3092\u5206\u6790\u3057\u3001\u8ab2\u984c\u3084\u30cb\u30fc\u30ba\u3092\u628a\u63e1\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30a2\u30f3\u30b1\u30fc\u30c8\u3001\u5bfe\u5fdc\u5c65\u6b74\u3001\u30ec\u30d3\u30e5\u30fc\u306a\u3069\u3092\u901a\u3058\u3066\u3001\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306a\u4e0d\u6e80\u3084\u671f\u5f85\u3092\u6301\u3063\u3066\u3044\u308b\u306e\u304b\u3092\u6574\u7406\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/voc-analysis-cx-improvement\">VOC\u5206\u6790\u3068\u306f\uff1f\u9867\u5ba2\u306e\u58f0\u3092\u6d3b\u304b\u3057\u3066CX\u3092\u9ad8\u3081\u308b\u65b9\u6cd5\u3068\u305d\u306e\u52b9\u679c<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">NPS\u306a\u3069\u306e\u8a55\u4fa1\u6307\u6a19<\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306b\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3060\u3051\u3067\u306a\u304f\u7d99\u7d9a\u5229\u7528\u610f\u5411\u3084\u63a8\u5968\u610f\u5411\u3082\u91cd\u8981\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">NPS(Net Promoter Score)\u306a\u3069\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u300c\u307e\u305f\u5229\u7528\u3057\u305f\u3044\u304b\u300d\u300c\u4ed6\u8005\u3078\u52e7\u3081\u305f\u3044\u304b\u300d\u3068\u3044\u3063\u305f\u3001\u9577\u671f\u7684\u306a\u5229\u7528\u4ee5\u964d\u3092\u628a\u63e1\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-nps\">NPS\u3068\u306f\uff1f\u30b9\u30b3\u30a2\u306e\u8a08\u7b97\u30fb\u8abf\u67fb\u65b9\u6cd5\u3068\u6d3b\u7528<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u90e8\u9580\u6a2a\u65ad\u3067\u6539\u5584\u3092\u9032\u3081\u308b\u305f\u3081\u306e\u898b\u3048\u308b\u5316<\/h3>\n<p><span style=\"font-weight: 400;\">\u5192\u982d\u3067\u3082\u304a\u4f1d\u3048\u3057\u305f\u901a\u308a\u3001\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306f\u4f01\u696d\u5168\u4f53\u3068\u3057\u3066\u53d6\u308a\u7d44\u3080\u3079\u304d\u8ab2\u984c\u306e\u305f\u3081\u3001\u9867\u5ba2\u63a5\u70b9\u306e\u3042\u308b\u4e00\u90e8\u9580\u3060\u3051\u3067\u306f\u5b8c\u7d50\u3057\u307e\u305b\u3093\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u305f\u3081\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3001\u55b6\u696d\u3001\u30b5\u30dd\u30fc\u30c8\u306a\u3069\u8907\u6570\u90e8\u9580\u3092\u6a2a\u65ad\u3057\u3066\u3001\u8ab2\u984c\u3092\u5171\u6709\u3057\u3001\u72b6\u6cc1\u3092\u628a\u63e1\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u5171\u901a\u8a8d\u8b58\u304c\u306a\u3044\u3068\u3001\u90e8\u5206\u6700\u9069\u306b\u9665\u308a\u3084\u3059\u304f\u3001\u90e8\u9580\u9593\u306e\u4e0d\u6574\u5408\u306e\u539f\u56e0\u3068\u306a\u308a\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4f4e\u4e0b\u306b\u3082\u3064\u306a\u304c\u308a\u304b\u306d\u306a\u3044\u304b\u3089\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">KPI\u8a2d\u8a08\u3068\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u5206\u6790<\/h3>\n<p><span style=\"font-weight: 400;\">\u6539\u5584\u3092\u7d99\u7d9a\u3059\u308b\u306b\u306f\u3001KPI\u8a2d\u8a08\u3068\u53ef\u8996\u5316\u3082\u91cd\u8981\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30b7\u30b9\u30c6\u30e0\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u6a5f\u80fd\u306a\u3069\u3092\u6d3b\u7528\u3057\u3001\u5fdc\u7b54\u6642\u9593\u3084\u89e3\u6c7a\u7387\u306a\u3069\u306e\u6307\u6a19\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u78ba\u8a8d\u3067\u304d\u3001\u8ab2\u984c\u3092\u65e9\u671f\u767a\u898b\u3057\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8a18\u4e8b\u3011<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u6700\u9069\u5316\u306e\u305f\u3081\u306e\u91cd\u8981\u6307\u6a19\u3068KPI\u4e00\u89a7<\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link04\" style=\"font-size: 1.75rem;\">\u73fe\u5834\u3067\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u304c\u9032\u307f\u306b\u304f\u3044\u7406\u7531<\/h2>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-563779\" src=\"https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img.jpg\" alt=\"\" width=\"792\" height=\"440\" srcset=\"https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img.jpg 792w, https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img-300x167.jpg 300w, https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img-259x144.jpg 259w\" sizes=\"(max-width: 792px) 100vw, 792px\" \/><\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u91cd\u8981\u6027\u306f\u7406\u89e3\u3055\u308c\u3066\u3044\u3066\u3082\u3001\u73fe\u5834\u3067\u306f\u601d\u3046\u3088\u3046\u306b\u9032\u307e\u306a\u3044\u30b1\u30fc\u30b9\u3082\u6570\u591a\u304f\u3042\u308a\u307e\u3059\u3002\u80cc\u666f\u306b\u306f\u3001\u9867\u5ba2\u63a5\u70b9\u3084\u904b\u7528\u304c\u5206\u65ad\u3055\u308c\u3084\u3059\u3044\u6b21\u306e\u3088\u3046\u306a\u69cb\u9020\u7684\u306a\u8ab2\u984c\u304c\u3042\u308b\u304b\u3089\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u60c5\u5831\u304c\u5206\u6563\u3057\u3084\u3059\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">\u591a\u304f\u306e\u4f01\u696d\u3067\u306f\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3084\u5bfe\u5fdc\u5c65\u6b74\u304c\u90e8\u9580\u3054\u3068\u306b\u7ba1\u7406\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u7d50\u679c\u3001\u5fc5\u8981\u306a\u60c5\u5831\u3092\u6a2a\u65ad\u7684\u306b\u628a\u63e1\u3057\u306b\u304f\u304f\u3001\u9867\u5ba2\u7406\u89e3\u304c\u65ad\u7247\u5316\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306b\u4f53\u9a13\u304c\u5206\u65ad\u3055\u308c\u3084\u3059\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">\u96fb\u8a71\u3001Web\u3001\u30c1\u30e3\u30c3\u30c8\u3001SNS\u3001\u30a2\u30d7\u30ea\u306a\u3069\u304c\u5225\u3005\u306b\u904b\u7528\u3055\u308c\u3066\u3044\u308b\u5834\u5408\u3001\u9867\u5ba2\u306f\u4f55\u5ea6\u3082\u540c\u3058\u8aac\u660e\u3092\u7e70\u308a\u8fd4\u3055\u306d\u3070\u306a\u3089\u306a\u3044\u3068\u3044\u3046\u4e8b\u614b\u306b\u9665\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u7d50\u679c\u3001\u9867\u5ba2\u8ca0\u62c5\u304c\u5897\u3048\u3001\u9867\u5ba2\u306e\u96e2\u53cd\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u8a2d\u8a08\u3068\u904b\u7528\u304c\u3064\u306a\u304c\u308a\u306b\u304f\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">\u7406\u60f3\u7684\u306a\u4f53\u9a13\u3092\u63cf\u3044\u3066\u3082\u3001\u5b9f\u969b\u306e\u73fe\u5834\u904b\u7528\u306b\u843d\u3068\u3057\u8fbc\u3081\u306a\u3044\u30b1\u30fc\u30b9\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u306e\u539f\u56e0\u306f\u3001\u904b\u7528\u73fe\u5834\u3068\u306e\u9023\u643a\u4e0d\u8db3\u3084\u3001\u5b9f\u884c\u57fa\u76e4\u306e\u4e0d\u8db3\u3067\u3001\u8a2d\u8a08\u3060\u3051\u3067\u7d42\u308f\u308a\u5148\u306b\u9032\u3081\u306a\u3044\u306e\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">AI\u6d3b\u7528\u304c\u90e8\u5206\u6700\u9069\u306b\u3068\u3069\u307e\u308a\u3084\u3059\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">AI\u3092\u4e00\u90e8\u696d\u52d9\u306e\u81ea\u52d5\u5316\u3060\u3051\u306b\u5c0e\u5165\u3057\u3066\u3082\u3001\u4f53\u9a13\u5168\u4f53\u306e\u6539\u5584\u306b\u306f\u3064\u306a\u304c\u308a\u307e\u305b\u3093\u3002AI\u306e\u6a5f\u80fd\u3092\u5b58\u5206\u306b\u6d3b\u304b\u3059\u305f\u3081\u306b\u306f\u3001\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u3092\u6a2a\u65ad\u3059\u308b\u8996\u70b9\u3067\u8a2d\u8a08\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u304b\u3089\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"text-decoration: underline;\"><em><b class=\"text-orange\">\u3053\u3053\u306b\u6319\u3052\u305f\u8ab2\u984c(\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u7d71\u5408\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u4e00\u5143\u5316\u3001AI\u306b\u3088\u308b\u6700\u9069\u5316\u306a\u3069)\u3092\u89e3\u6c7a\u3057\u306a\u304c\u3089\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u6a2a\u65ad\u7684\u306b\u7ba1\u7406\u30fb\u5b9f\u884c\u3067\u304d\u308b\u57fa\u76e4\u3068\u3057\u3066\u3001CX\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3078\u306e\u6ce8\u76ee\u304c\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002<\/b><\/em><\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link05\" style=\"font-size: 1.75rem;\">GenesysCloud\u304c\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u5b9f\u8df5\u3092\u652f\u3048\u3084\u3059\u3044\u7406\u7531<\/h2>\n<p><span style=\"font-weight: 400;\">Genesys Cloud\u306f\u3001\u5358\u306a\u308b\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u30c4\u30fc\u30eb\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u5168\u4f53\u306e\u8a2d\u8a08\u30fb\u5b9f\u884c\u30fb\u6539\u5584\u3092\u652f\u63f4\u3059\u308bCX\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306e\u5b9f\u884c\u3092\u30b5\u30dd\u30fc\u30c8\u3067\u304d\u308b\u7406\u7531\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-596370\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_577438759_Genesys-Threads_sm.jpg\" alt=\"\" width=\"880\" height=\"587\" srcset=\"https:\/\/www.genesys.com\/media\/AdobeStock_577438759_Genesys-Threads_sm.jpg 880w, https:\/\/www.genesys.com\/media\/AdobeStock_577438759_Genesys-Threads_sm-300x200.jpg 300w, https:\/\/www.genesys.com\/media\/AdobeStock_577438759_Genesys-Threads_sm-216x144.jpg 216w\" sizes=\"(max-width: 880px) 100vw, 880px\" \/><\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\"><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/AI-and-automation-screenshot-4-hidef.png\" alt=\"Ai and automation screenshot 4 hidef\" width=\"300\" height=\"179\" \/><\/h3>\n<h3 style=\"font-size: 1.5rem;\">AI\u3068\u81ea\u52d5\u5316\u3067\u4f53\u9a13\u8a2d\u8a08\u3092\u904b\u7528\u306b\u3064\u306a\u3052\u3084\u3059\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">\u7406\u60f3\u306e\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u3092\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/ai-and-automation\">AI\u3084\u81ea\u52d5\u5316\u6a5f\u80fd<\/a>\u306b\u3088\u3063\u3066\u5b9f\u969b\u306e\u904b\u7528\u3078\u843d\u3068\u3057\u8fbc\u307f\u3084\u3059\u3044\u70b9\u304c\u7279\u5fb4\u3067\u3059\u3002\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u306b\u5fdc\u3058\u305f\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3084\u81ea\u52d5\u5fdc\u7b54\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u652f\u63f4\u306a\u3069\u3092\u901a\u3058\u3066\u3001\u4e00\u8cab\u3057\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\"><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/digital-lobby-screenshot-1-hidef.png\" alt=\"Digital lobby screenshot 1 hidef\" width=\"282\" height=\"168\" \/>\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5bfe\u5fdc\u3067\u4f53\u9a13\u3092\u3064\u306a\u304e\u3084\u3059\u3044<\/h3>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\">GenesysCloud<\/a>\u306e\u5c0e\u5165\u306b\u3088\u3063\u3066\u3001\u5206\u65ad\u3055\u308c\u3066\u3044\u305f\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001SNS\u3001\u30a2\u30d7\u30ea\u306a\u3069\u5206\u65ad\u3055\u308c\u3066\u3044\u305f\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/digital\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb<\/a>\u3067\u7d71\u5408\u3057\u3001\u4e00\u5143\u7ba1\u7406\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u30c1\u30e3\u30cd\u30eb\u3092\u307e\u305f\u3044\u3067\u3082\u5bfe\u5fdc\u5c65\u6b74\u3084\u9867\u5ba2\u60c5\u5831\u304c\u5f15\u304d\u7d99\u304c\u308c\u308b\u305f\u3081\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u9014\u5207\u308c\u308b\u3053\u3068\u306a\u304f\u3001\u4e00\u8cab\u3057\u305f\u5bfe\u5fdc\u304c\u53ef\u80fd\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3064\u307e\u308a\u3001\u9867\u5ba2\u304c\u63a5\u70b9\u3092\u5909\u3048\u3066\u3082\u3001\u30b9\u30e0\u30fc\u30ba\u304b\u3064\u4e00\u8cab\u6027\u306e\u3042\u308b\u5bfe\u5fdc\u3092\u53d7\u3051\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308b\u306e\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link06\" style=\"font-size: 1.75rem;\"><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/journey-flows-screenshot.webp\" alt=\"Journey flows screenshot\" width=\"272\" height=\"122\" \/>\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u898b\u306a\u304c\u3089\u6539\u5584\u3067\u304d\u308b<\/h2>\n<p><span style=\"font-weight: 400;\">\u500b\u5225\u5bfe\u5fdc\u3060\u3051\u3067\u306a\u304f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/customer-journey-management\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc<\/a>\u5168\u4f53\u3092\u628a\u63e1\u3057\u306a\u304c\u3089\u6539\u5584\u3092\u9032\u3081\u3084\u3059\u3044\u70b9\u3082\u7279\u5fb4\u3067\u3059\u3002<br \/>\n<\/span><span style=\"font-weight: 400;\">AI\u3092\u5b9f\u88c5\u3057\u3066\u3044\u308b\u306e\u3067\u3001\u3069\u306e\u63a5\u70b9\u3067\u96e2\u8131\u3084\u4e0d\u6e80\u304c\u767a\u751f\u3057\u3066\u3044\u308b\u304b\u3068\u3044\u3063\u305f\u5206\u6790\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u3001\u6539\u5584\u63d0\u6848\u3082\u53ef\u80fd\u3002\u7ba1\u7406\u8005\u306e\u5de5\u6570\u3092\u524a\u6e1b\u3057\u306a\u304c\u3089\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u304c\u884c\u3048\u308b\u3068\u597d\u8a55\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\"><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/salesforce-cap-heror-img-hidef.png\" alt=\"Salesforce cap heror img hidef\" width=\"292\" height=\"164\" \/><\/h3>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u65e2\u5b58\u30b7\u30b9\u30c6\u30e0\u3068\u9023\u643a\u3057\u306a\u304c\u3089\u5168\u4f53\u6700\u9069\u3092\u9032\u3081\u3084\u3059\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">\u65e2\u5b58\u306e<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/cloud-and-salesforce\">CRM<\/a>\u3084\u696d\u52d9\u30b7\u30b9\u30c6\u30e0\u3068\u9023\u643a\u3057\u306a\u304c\u3089\u904b\u7528\u3067\u304d\u308b\u305f\u3081\u3001\u5927\u304d\u304f\u74b0\u5883\u3092\u5909\u3048\u305a\u306b\u9867\u5ba2\u4f53\u9a13\u306e\u6539\u5584\u3092\u9032\u3081\u3084\u3059\u3044\u70b9\u3082\u30e1\u30ea\u30c3\u30c8\u3067\u3059\u3002<\/span><span style=\"font-weight: 400;\">\u90e8\u5206\u6700\u9069\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u3092\u898b\u306a\u304c\u3089\u6539\u5584\u3092\u9032\u3081\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><img decoding=\"async\" class=\" wp-image-415736 alignleft\" src=\"https:\/\/www.genesys.com\/media\/Trend-6-Hero-Image.png\" alt=\"\" width=\"257\" height=\"257\" srcset=\"https:\/\/www.genesys.com\/media\/Trend-6-Hero-Image.png 600w, https:\/\/www.genesys.com\/media\/Trend-6-Hero-Image-300x300.png 300w, https:\/\/www.genesys.com\/media\/Trend-6-Hero-Image-144x144.png 144w, https:\/\/www.genesys.com\/media\/Trend-6-Hero-Image-566x566.png 566w\" sizes=\"(max-width: 257px) 100vw, 257px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u4f53\u9a13\u8a2d\u8a08\u306f\u3001\u5358\u306a\u308b\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u306e\u6539\u5584\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u3068\u306e\u3042\u3089\u3086\u308b\u63a5\u70b9\u3092\u901a\u3058\u3066\u3001\u4e00\u8cab\u3057\u305f\u4f53\u9a13\u4fa1\u5024\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306e\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002\u63a5\u70b9\u3084\u30c1\u30e3\u30cd\u30eb\u304c\u5897\u3048\u308b\u4eca\u3001\u8a2d\u8a08\u3060\u3051\u3067\u7d42\u308f\u3089\u305b\u305a\u3001\u5b9f\u884c\u30fb\u6539\u5584\u307e\u3067\u7d99\u7d9a\u3067\u304d\u308b\u4ed5\u7d44\u307f\u3065\u304f\u308a\u304c\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>Genesys Cloud 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