{"id":643773,"date":"2026-09-29T23:58:10","date_gmt":"2026-09-30T06:58:10","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=643773"},"modified":"2026-09-30T00:00:55","modified_gmt":"2026-09-30T07:00:55","slug":"what-is-incident-management","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-incident-management","title":{"rendered":"\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3068\u306f\uff1f\u610f\u5473\u3068\u57fa\u672c\u30d5\u30ed\u30fc\u304b\u3089\u8003\u3048\u308b\u3001\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u3067\u5099\u3048\u308b\u91cd\u8981\u6027"},"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;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u969c\u5bb3\u3078\u306e\u5bfe\u5fdc\u3060\u3051\u3067\u306a\u304f\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u4f4e\u4e0b\u3084\u9867\u5ba2\u5bfe\u5fdc\u306e\u9045\u5ef6\u3092\u6291\u3048\u308b\u3046\u3048\u3067\u3082\u91cd\u8981\u3067\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u610f\u5473\u3084\u554f\u984c\u7ba1\u7406\u3068\u306e\u9055\u3044\u3001\u57fa\u672c\u30d5\u30ed\u30fc\u3092\u6574\u7406\u3057\u305f\u3046\u3048\u3067\u3001\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u3067\u7ba1\u7406\u3059\u308b\u91cd\u8981\u6027\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/span><span style=\"font-weight: 400;\">\u4f75\u305b\u3066\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\">Genesys Cloud<\/a> \u304c\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3092\u3069\u306e\u3088\u3046\u306b\u652f\u63f4\u3067\u304d\u308b\u304b\u3082\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>\u76ee\u6b21\uff1a<\/p>\n<ul>\n<li><a href=\"#link01\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306e\u610f\u5473\u30fb\u76ee\u7684\u30fb\u91cd\u8981\u6027\u3092\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac<\/a><\/li>\n<li><a href=\"#link02\">\u73fe\u5834\u3067\u8d77\u3053\u308b\u4ee3\u8868\u7684\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3068\u9867\u5ba2\u63a5\u70b9\u3078\u306e\u5f71\u97ff<\/a><\/li>\n<li><a href=\"#link03\">\u9867\u5ba2\u63a5\u70b9\u306b\u304a\u3051\u308b\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u5f71\u97ff<\/a><\/li>\n<li><a href=\"#link04\">\u9867\u5ba2\u63a5\u70b9\u904b\u7528\u3067\u8d77\u3053\u308a\u3084\u3059\u3044\u69cb\u9020\u7684\u306a\u8ab2\u984c<\/a><\/li>\n<li><a href=\"#link05\">Genesys Cloud CX\u304c\u9867\u5ba2\u63a5\u70b9\u306e\u5b89\u5b9a\u904b\u7528\u3092\u652f\u3048\u3089\u308c\u308b\u7406\u7531<\/a><\/li>\n<li><a href=\"#link06\">\u307e\u3068\u3081<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"link01\" style=\"font-size: 1.75rem;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306e\u610f\u5473\u30fb\u76ee\u7684\u30fb\u91cd\u8981\u6027\u3092\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac<\/h2>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306b\u3064\u3044\u3066\u3001\u307e\u305a\u306f\u57fa\u672c\u6982\u5ff5\u3092\u308f\u304b\u308a\u3084\u3059\u304f\u89e3\u8aac\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u610f\u5473<\/h3>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\uff08Incident\uff09\u306f\u3001\u300c\u51fa\u6765\u4e8b\u300d\u300c\u4e8b\u4ef6\u300d\u300c\u4e8b\u8c61\u300d\u3092\u610f\u5473\u3059\u308b\u82f1\u5358\u8a9e\u3067\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u73fe\u5834\u3067\u306f\u300c\u91cd\u5927\u306a\u4e8b\u6545\uff08\u30a2\u30af\u30b7\u30c7\u30f3\u30c8\uff09\u306b\u306f\u81f3\u3089\u306a\u304b\u3063\u305f\u304c\u3001\u4e00\u6b69\u624b\u524d\u306e\u5371\u967a\u306a\u72b6\u614b\u300d\u3084\u300c\u30b5\u30fc\u30d3\u30b9\u3084\u696d\u52d9\u306b\u652f\u969c\u3092\u304d\u305f\u3059\u4e88\u671f\u305b\u306c\u30c8\u30e9\u30d6\u30eb\u300d\u3092\u6307\u3059\u8a00\u8449\u3068\u3057\u3066\u4f7f\u308f\u308c\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3064\u307e\u308a\u3001<\/span><b>\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3068\u306f\u3001\u696d\u52d9\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u6b63\u5e38\u306a\u904b\u7528\u3092\u59a8\u3052\u308b\u4e8b\u8c61\u3092\u6307\u3059<\/b><span style=\"font-weight: 400;\">\u306e\u3067\u3059\u3002\u5177\u4f53\u7684\u306b\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u505c\u6b62\u3084\u30ed\u30b0\u30a4\u30f3\u4e0d\u53ef\u3068\u3044\u3063\u305f\u660e\u78ba\u306a\u969c\u5bb3\u3060\u3051\u3067\u306a\u304f\u3001\u5fdc\u7b54\u901f\u5ea6\u306e\u4f4e\u4e0b\u3001\u5f85\u3061\u6642\u9593\u306e\u5897\u52a0\u3001\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u306e\u9045\u5ef6\u306a\u3069\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u4f4e\u4e0b\u3082\u542b\u307e\u308c\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u7279\u306b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u300c\u96fb\u8a71\u304c\u3064\u306a\u304c\u308a\u306b\u304f\u3044\u300d\u300c\u30c1\u30e3\u30c3\u30c8\u8fd4\u4fe1\u304c\u9045\u3044\u300d\u3068\u3044\u3063\u305f\u72b6\u614b\u3082\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cx\">CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09<\/a>\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u91cd\u8981\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3068\u3055\u308c\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306e\u5b9a\u7fa9<\/h3>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3068\u306f\u3001\u696d\u52d9\u3084\u9867\u5ba2\u5bfe\u5fdc\u3078\u306e\u5f71\u97ff\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u306a\u304c\u3089\u3001\u3067\u304d\u308b\u3060\u3051\u65e9\u304f\u901a\u5e38\u904b\u7528\u3078\u623b\u3059\u305f\u3081\u306e\u4e00\u9023\u306e\u5bfe\u5fdc\u624b\u9806\uff08\u30d5\u30ed\u30fc\uff09\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u91cd\u8981\u306a\u306e\u306f\u3001\u300c\u539f\u56e0\u7a76\u660e\u300d\u3088\u308a\u3082\u307e\u305a\u300c\u30b5\u30fc\u30d3\u30b9\u3092\u6b62\u3081\u306a\u3044\u3053\u3068\u300d\u3092\u512a\u5148\u3059\u308b\u70b9\u3067\u3059\u3002\u5f71\u97ff\u7bc4\u56f2\u3092\u628a\u63e1\u3057\u3001\u8fc5\u901f\u306b\u5fa9\u65e7\u5bfe\u5fdc\u3092\u9032\u3081\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3078\u306e\u5f71\u97ff\u3084\u696d\u52d9\u505c\u6b62\u6642\u9593\u3092\u6700\u5c0f\u5316\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u554f\u984c\u7ba1\u7406\u3068\u306e\u9055\u3044<\/h3>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3068\u6df7\u540c\u3055\u308c\u3084\u3059\u3044\u306e\u304c\u300c\u554f\u984c\u7ba1\u7406\u300d\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306f\u3001\u767a\u751f\u3057\u305f\u554f\u984c\u306b\u5bfe\u3057\u3066\u8fc5\u901f\u306a\u5fa9\u65e7\u3092\u76ee\u6307\u3059\u4e00\u65b9\u3001\u554f\u984c\u7ba1\u7406\u306f\u3001\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u304c\u767a\u751f\u3057\u305f\u6839\u672c\u539f\u56e0\u3092\u7279\u5b9a\u3057\u3001\u518d\u767a\u9632\u6b62\u306b\u3064\u306a\u3052\u308b\u5f79\u5272\u3092\u62c5\u3044\u307e\u3059\u3002<\/span><br \/>\n<span style=\"font-weight: 400;\">\u305f\u3068\u3048\u3070\u3001\u30b7\u30b9\u30c6\u30e0\u969c\u5bb3\u6642\u306b\u4e00\u6642\u7684\u306a\u56de\u907f\u7b56\u3067\u30b5\u30fc\u30d3\u30b9\u3092\u518d\u958b\u3059\u308b\u306e\u304c\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3067\u3042\u308a\u3001\u306a\u305c\u969c\u5bb3\u304c\u767a\u751f\u3057\u305f\u306e\u304b\u3092\u5206\u6790\u3057\u6052\u4e45\u5bfe\u7b56\u3092\u884c\u3046\u306e\u304c\u554f\u984c\u7ba1\u7406\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u306a\u305c\u4eca\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u304c\u91cd\u8981\u306a\u306e\u304b<\/h3>\n<p><span style=\"font-weight: 400;\">CX\u306e\u60aa\u5316\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4f4e\u4e0b\u3084\u96e2\u53cd\u3001\u30d6\u30e9\u30f3\u30c9\u6bc0\u640d\u306b\u3082\u76f4\u7d50\u3059\u308b\u305f\u3081\u3001\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306f\u4e8b\u696d\u5168\u4f53\u306b\u95a2\u308f\u308b\u91cd\u8981\u306a\u30c6\u30fc\u30de\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u80cc\u666f\u306b\u306f\u3001\u30af\u30e9\u30a6\u30c9\u30b5\u30fc\u30d3\u30b9\u3084\u8907\u6570\u30c1\u30e3\u30cd\u30eb\u306e\u666e\u53ca\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u63a5\u70b9\u304c\u8907\u96d1\u5316\u3057\u305f\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u96fb\u8a71\u3060\u3051\u3067\u306a\u304f\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001SNS\u3001\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u30a2\u30d7\u30ea\u306a\u3069\u63a5\u70b9\u304c\u5897\u3048\u305f\u3053\u3068\u304b\u3089\u3001\u969c\u5bb3\u3084\u54c1\u8cea\u4f4e\u4e0b\u306e\u5f71\u97ff\u7bc4\u56f2\u3082\u5e83\u304c\u308b\u304b\u3089\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u307e\u305f\u3001\u30b7\u30b9\u30c6\u30e0\u81ea\u4f53\u306f\u6b63\u5e38\u3067\u3082\u3001\u4e00\u90e8\u30c1\u30e3\u30cd\u30eb\u3060\u3051\u304c\u9045\u5ef6\u3057\u305f\u308a\u3001\u6ede\u3063\u305f\u308a\u3059\u308b\u30b1\u30fc\u30b9\u3082\u5897\u3048\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8cc7\u6599\u3011<\/span><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/servicenow-integration\"><span style=\"font-weight: 400;\">ITSM\u9023\u643a\uff08ServiceNow\u7b49\uff09\u9867\u5ba2\u5bfe\u5fdc\u3068\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u5bfe\u5fdc\u3092\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u9023\u643a\u3067\u304d\u308b<\/span><\/a><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link02\" style=\"font-size: 1.75rem;\">\u73fe\u5834\u3067\u8d77\u3053\u308b\u4ee3\u8868\u7684\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3068\u9867\u5ba2\u63a5\u70b9\u3078\u306e\u5f71\u97ff<\/h2>\n<p><span style=\"font-weight: 400;\"><img decoding=\"async\" class=\"alignnone wp-image-556897\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_865640030-scaled-e1739291239453.jpeg\" alt=\"\" width=\"682\" height=\"465\" \/><\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u969c\u5bb3\u3060\u3051\u3067\u306a\u304f\u3001\u5f85\u3061\u6642\u9593\u306e\u5897\u52a0\u3084\u5bfe\u5fdc\u54c1\u8cea\u306e\u4f4e\u4e0b\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u304c\u767a\u751f\u3057\u307e\u3059\u3002\u7279\u306b\u9867\u5ba2\u63a5\u70b9\u304c\u591a\u69d8\u5316\u3057\u305f\u73fe\u5728\u3067\u306f\u3001\u4e00\u90e8\u306e\u554f\u984c\u304cCX\u5168\u4f53\u3078\u5f71\u97ff\u3092\u53ca\u307c\u3059\u30b1\u30fc\u30b9\u3082\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3053\u3053\u3067\u306f\u3001\u73fe\u5834\u3067\u8d77\u3053\u308a\u3084\u3059\u3044\u4ee3\u8868\u7684\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3068\u3001\u305d\u306e\u5f71\u97ff\u306b\u3064\u3044\u3066\u6574\u7406\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u63a5\u70b9\u3067\u767a\u751f\u3059\u308b\u4ee3\u8868\u7684\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8<\/h3>\n<p><span style=\"font-weight: 400;\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u3067\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u304c\u65e5\u5e38\u7684\u306b\u767a\u751f\u3057\u307e\u3059\u3002<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">\u4ee3\u8868\u4f8b\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u96fb\u8a71\u304c\u3064\u306a\u304c\u3089\u306a\u3044<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u5f85\u3061\u6642\u9593\u304c\u6025\u5897\u3059\u308b<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u30c1\u30e3\u30c3\u30c8\u8fd4\u4fe1\u304c\u9045\u5ef6\u3059\u308b<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u30e1\u30fc\u30eb\u5bfe\u5fdc\u304c\u6ede\u7559\u3059\u308b<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">\u4e00\u90e8\u30c1\u30e3\u30cd\u30eb\u306e\u307f\u5229\u7528\u3067\u304d\u306a\u304f\u306a\u308b<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">IVR\u3084\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u304c\u6b63\u5e38\u306b\u52d5\u4f5c\u3057\u306a\u3044<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u3053\u308c\u3089\u306f\u5358\u306a\u308b\u30b7\u30b9\u30c6\u30e0\u554f\u984c\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u3068\u306e\u63a5\u70b9\u305d\u306e\u3082\u306e\u3092\u640d\u306a\u3046\u8981\u56e0\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30b7\u30b9\u30c6\u30e0\u306f\u6b63\u5e38\u3067\u3082CX\u304c\u640d\u306a\u308f\u308c\u308b\u30b1\u30fc\u30b9<\/h3>\n<p><span style=\"font-weight: 400;\">\u6ce8\u610f\u3057\u305f\u3044\u306e\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u969c\u5bb3\u304c\u306a\u304f\u3066\u3082CX\u304c\u60aa\u5316\u3059\u308b\u30b1\u30fc\u30b9\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305f\u3068\u3048\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u4e0d\u8db3\u306b\u3088\u308b\u9577\u6642\u9593\u5f85\u6a5f\u3001\u9069\u5207\u306a\u62c5\u5f53\u8005\u3078\u632f\u308a\u5206\u3051\u3089\u308c\u306a\u3044\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u4e0d\u5099\u3001\u30ca\u30ec\u30c3\u30b8\u4e0d\u8db3\u306b\u3088\u308b\u56de\u7b54\u54c1\u8cea\u4f4e\u4e0b\u306a\u3069\u306f\u3001\u30b7\u30b9\u30c6\u30e0\u304c\u6b63\u5e38\u3067\u3082\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u4e0b\u3052\u308b\u539f\u56e0\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3064\u307e\u308a\u3001\u9867\u5ba2\u63a5\u70b9\u306e\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3067\u306f\u3001IT\u30a4\u30f3\u30d5\u30e9\u3060\u3051\u3067\u306a\u304f\u300c\u904b\u7528\u5168\u4f53\u300d\u3092\u53ef\u8996\u5316\u3059\u308b\u8996\u70b9\u3082\u5fc5\u8981\u3067\u3059\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-643774 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/genesys_2604-1-1.png\" alt=\"\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u30d5\u30ed\u30fc\" width=\"989\" height=\"361\" srcset=\"https:\/\/www.genesys.com\/media\/genesys_2604-1-1.png 1280w, https:\/\/www.genesys.com\/media\/genesys_2604-1-1-300x109.png 300w, https:\/\/www.genesys.com\/media\/genesys_2604-1-1-1260x460.png 1260w, https:\/\/www.genesys.com\/media\/genesys_2604-1-1-264x96.png 264w\" sizes=\"(max-width: 989px) 100vw, 989px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">1. \u691c\u77e5\u30fb\u53d7\u4ed8\uff5c\u7570\u5e38\u3092\u65e9\u304f\u6349\u3048\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u5bfe\u5fdc\u306f\u3001\u7570\u5e38\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304b\u3089\u59cb\u307e\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u5229\u7528\u8005\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u3060\u3051\u3067\u306a\u304f\u3001\u76e3\u8996\u30b7\u30b9\u30c6\u30e0\u3084\u30a2\u30e9\u30fc\u30c8\u901a\u77e5\u3001\u5fdc\u7b54\u6642\u9593\u306e\u7570\u5e38\u691c\u77e5\u306a\u3069\u3092\u901a\u3058\u3066\u3001\u554f\u984c\u3092\u65e9\u671f\u767a\u898b\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">2. \u8a18\u9332\u30fb\u5206\u985e\u30fb\u512a\u5148\u5ea6\u8a2d\u5b9a<\/h3>\n<p><span style=\"font-weight: 400;\">\u691c\u77e5\u3057\u305f\u5185\u5bb9\u3092\u8a18\u9332\u3057\u3001\u5f71\u97ff\u7bc4\u56f2\u3084\u767a\u751f\u72b6\u6cc1\u3092\u6574\u7406\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305d\u306e\u3046\u3048\u3067\u3001\u300c\u3069\u308c\u3060\u3051\u9867\u5ba2\u3078\u306e\u5f71\u97ff\u304c\u5927\u304d\u3044\u304b\u300d\u300c\u696d\u52d9\u505c\u6b62\u306b\u3064\u306a\u304c\u308b\u304b\u300d\u3068\u3044\u3063\u305f\u89b3\u70b9\u304b\u3089\u3001\u512a\u5148\u9806\u4f4d\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">3. \u521d\u671f\u5bfe\u5fdc\u3068\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3<\/h3>\n<p><span style=\"font-weight: 400;\">\u521d\u671f\u5bfe\u5fdc\u3067\u306f\u3001\u4e00\u6642\u7684\u306a\u56de\u907f\u7b56\u3092\u8b1b\u3058\u306a\u304c\u3089\u5f71\u97ff\u62e1\u5927\u3092\u9632\u304e\u307e\u3059\u3002\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u3001\u5c02\u9580\u90e8\u9580\u3084\u4e0a\u4f4d\u62c5\u5f53\u8005\u3078\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3057\u3001\u8fc5\u901f\u306b\u5bfe\u5fdc\u3092\u9032\u3081\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">4. \u89e3\u6c7a\u30fb\u5fa9\u65e7<\/h3>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3067\u306f\u3001\u307e\u305a\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3067\u304d\u308b\u72b6\u614b\u3078\u623b\u3059\u3053\u3068\u304c\u512a\u5148\u3055\u308c\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u6839\u672c\u539f\u56e0\u306e\u89e3\u6c7a\u306b\u306f\u6642\u9593\u304c\u304b\u304b\u308b\u5834\u5408\u3067\u3082\u3001\u9867\u5ba2\u3078\u306e\u5f71\u97ff\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u308b\u305f\u3081\u3001\u4ee3\u66ff\u624b\u6bb5\u3084\u66ab\u5b9a\u5bfe\u5fdc\u3092\u542b\u3081\u3066\u5fa9\u65e7\u3092\u9032\u3081\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">5. \u30af\u30ed\u30fc\u30ba\u3068\u632f\u308a\u8fd4\u308a<\/h3>\n<p><span style=\"font-weight: 400;\">\u5bfe\u5fdc\u5b8c\u4e86\u5f8c\u306f\u3001\u5b9f\u65bd\u5185\u5bb9\u3084\u5bfe\u5fdc\u5c65\u6b74\u3092\u8a18\u9332\u3057\u307e\u3059\u3002\u305d\u306e\u5f8c\u3001\u30ec\u30d3\u30e5\u30fc\u3084\u30ca\u30ec\u30c3\u30b8\u5316\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u4eca\u5f8c\u306e\u5bfe\u5fdc\u54c1\u8cea\u5411\u4e0a\u3084\u518d\u767a\u9632\u6b62\u306b\u3064\u306a\u3052\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link03\" style=\"font-size: 1.75rem;\">\u9867\u5ba2\u63a5\u70b9\u306b\u304a\u3051\u308b\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u5f71\u97ff<\/h2>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u5f71\u97ff\u306f\u3001\u5358\u306a\u308b\u4e00\u6642\u7684\u306a\u696d\u52d9\u505c\u6b62\u306b\u3068\u3069\u307e\u308a\u307e\u305b\u3093\u3002\u9867\u5ba2\u5bfe\u5fdc\u306e\u9045\u5ef6\u3084\u54c1\u8cea\u4f4e\u4e0b\u306f\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3084\u4f01\u696d\u3078\u306e\u4fe1\u983c\u306b\u3082\u5927\u304d\u304f\u5f71\u97ff\u3057\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u9867\u5ba2\u63a5\u70b9\u306b\u304a\u3051\u308b\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u304c\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3068\u30d3\u30b8\u30cd\u30b9\u305d\u308c\u305e\u308c\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u306e\u304b\u3092\u89e3\u8aac\u3057\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3078\u306e\u5f71\u97ff<\/h3>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306f\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306b\u76f4\u63a5\u5f71\u97ff\u3057\u307e\u3059\u3002<\/span><span style=\"font-weight: 400;\">\u5fdc\u7b54\u9045\u5ef6\u3084\u5bfe\u5fdc\u54c1\u8cea\u4f4e\u4e0b\u3001\u30c1\u30e3\u30cd\u30eb\u65ad\u7d76\u306a\u3069\u304c\u767a\u751f\u3059\u308b\u3068\u3001\u300c\u554f\u3044\u5408\u308f\u305b\u304c\u7e4b\u304c\u3089\u306a\u3044\u300d\u300c\u89e3\u6c7a\u3057\u306a\u3044\u300d\u3068\u3044\u3046\u5370\u8c61\u3092\u4e0e\u3048\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5927\u304d\u304f\u4f4e\u4e0b\u3055\u305b\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u7279\u306b<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/digital\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb<\/a>\u6642\u4ee3\u3067\u306f\u3001\u4e00\u90e8\u30c1\u30e3\u30cd\u30eb\u3060\u3051\u306e\u554f\u984c\u3067\u3082\u9867\u5ba2\u5168\u4f53\u306e\u4f53\u9a13\u60aa\u5316\u306b\u3064\u306a\u304c\u308a\u3084\u3059\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u30d3\u30b8\u30cd\u30b9\u3078\u306e\u5f71\u97ff<\/h3>\n<p><b>\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u306e\u767a\u751f\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u4f4e\u4e0b\u3001\u6a5f\u4f1a\u640d\u5931\u3001\u89e3\u7d04\u7387\u4e0a\u6607\u306a\u3069\u3001\u4e8b\u696d\u9762\u306b\u3082\u5927\u304d\u306a\u5f71\u97ff<\/b><span style=\"font-weight: 400;\">\u3092\u4e0e\u3048\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u307e\u305f\u3001\u969c\u5bb3\u5bfe\u5fdc\u306b\u8ffd\u308f\u308c\u308b\u3053\u3068\u3067\u73fe\u5834\u306e\u8ca0\u8377\u304c\u5897\u52a0\u3057\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-es\">\u5f93\u696d\u54e1\u4f53\u9a13\uff08EX\uff09<\/a>\u306e\u60aa\u5316\u3084\u96e2\u8077\u306b\u3064\u306a\u304c\u308b\u30b1\u30fc\u30b9\u3082\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3010\u95a2\u9023\u8cc7\u6599\u3011<\/span><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/security-and-compliance\"><span style=\"font-weight: 400;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u30fc\u3068\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u5f37\u5316\u306f\u5fc5\u9808<\/span><\/a><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link04\" style=\"font-size: 1.75rem;\">\u9867\u5ba2\u63a5\u70b9\u904b\u7528\u3067\u8d77\u3053\u308a\u3084\u3059\u3044\u69cb\u9020\u7684\u306a\u8ab2\u984c<\/h2>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u63a5\u70b9\u904b\u7528\u3067\u306f\u3001\u5358\u767a\u306e\u969c\u5bb3\u3060\u3051\u3067\u306a\u304f\u3001\u69cb\u9020\u7684\u306a\u8ab2\u984c\u304c\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3092\u5f15\u304d\u8d77\u3053\u3059\u30b1\u30fc\u30b9\u3082\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u4ee3\u8868\u7684\u306a\u306e\u304c\u3001\u30c1\u30e3\u30cd\u30eb\u5206\u65ad\u3001\u90e8\u9580\u5206\u65ad\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis\">KPI<\/a>\u306e\u4e0d\u4e00\u81f4\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u305f\u3068\u3048\u3070\u3001\u96fb\u8a71\u3068\u30c1\u30e3\u30c3\u30c8\u3067\u7ba1\u7406\u30b7\u30b9\u30c6\u30e0\u304c\u7570\u306a\u308b\u5834\u5408\u3001\u9867\u5ba2\u5bfe\u5fdc\u72b6\u6cc1\u3092\u6a2a\u65ad\u7684\u306b\u628a\u63e1\u3067\u304d\u307e\u305b\u3093\u3057\u3001\u4eba\u54e1\u306e\u878d\u901a\u3082\u304d\u304d\u307e\u305b\u3093\u3002\u307e\u305f\u3001\u90e8\u9580\u3054\u3068\u306b\u904b\u7528\u304c\u5206\u304b\u308c\u3066\u3044\u308b\u3068\u3001\u60c5\u5831\u5171\u6709\u306b\u3082\u652f\u969c\u304c\u51fa\u3066\u3001\u30c1\u30e3\u30cd\u30eb\u9593\u3067\u56de\u7b54\u5185\u5bb9\u306b\u30d0\u30e9\u3064\u304d\u304c\u767a\u751f\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3055\u3089\u306b\u3001\u300c\u901a\u8a71\u6642\u9593\u77ed\u7e2e\u300d\u3068\u300c\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a\u300d\u306e\u3088\u3046\u306bKPI\u304c\u4e00\u81f4\u3057\u3066\u3044\u306a\u3044\u3068\u3001\u73fe\u5834\u5224\u65ad\u304c\u3070\u3089\u3064\u304d\u3001\u7d50\u679c\u7684\u306bCX\u4f4e\u4e0b\u3092\u62db\u304f\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u3053\u3046\u3057\u305f\u8ab2\u984c\u3092\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u306e\u30ec\u30a4\u30e4\u30fc\u304b\u3089\u89e3\u6c7a\u3057\u3001\u904b\u7528\u3092\u7d71\u5408\u7684\u306b\u652f\u63f4\u3067\u304d\u308b\u306e\u304c <a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\">Genesys Cloud<\/a> \u306e\u5f37\u307f\u3067\u3059\u3002<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link05\" style=\"font-size: 1.75rem;\">Genesys Cloud \u304c\u9867\u5ba2\u63a5\u70b9\u306e\u5b89\u5b9a\u904b\u7528\u3092\u652f\u3048\u3089\u308c\u308b\u7406\u7531<\/h2>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\">Genesys Cloud<\/a> \u304c\u9867\u5ba2\u63a5\u70b9\u306e\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u3092\u3001\u3069\u306e\u3088\u3046\u306b\u652f\u63f4\u3067\u304d\u308b\u304b\u3092\u6a5f\u80fd\u3068\u3068\u3082\u306b\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002\u5229\u7528\u4f01\u696d\u306e\u30cb\u30fc\u30ba\u306b\u5408\u308f\u305b\u3066\u9032\u5316\u3092\u7d9a\u3051\u306a\u304c\u3089\u3001\u4e16\u754c100\u30ab\u56fd\u4ee5\u4e0a\u3067\u5229\u7528\u3055\u308c\u3066\u3044\u308b\u6a5f\u80fd\u3067\u3059\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"wp-image-643775 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/genesys_2604-1-2.png\" alt=\"Genesys Cloud CX\u304c\u9867\u5ba2\u63a5\u70b9\u306e\u5b89\u5b9a\u904b\u7528\u3092\u652f\u3048\u3089\u308c\u308b\u7406\u7531\" width=\"805\" height=\"453\" srcset=\"https:\/\/www.genesys.com\/media\/genesys_2604-1-2.png 1280w, https:\/\/www.genesys.com\/media\/genesys_2604-1-2-300x169.png 300w, https:\/\/www.genesys.com\/media\/genesys_2604-1-2-1260x709.png 1260w, https:\/\/www.genesys.com\/media\/genesys_2604-1-2-256x144.png 256w, https:\/\/www.genesys.com\/media\/genesys_2604-1-2-374x210.png 374w, https:\/\/www.genesys.com\/media\/genesys_2604-1-2-293x165.png 293w, https:\/\/www.genesys.com\/media\/genesys_2604-1-2-580x326.png 580w\" sizes=\"(max-width: 805px) 100vw, 805px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u63a5\u70b9\u3092\u4e00\u5143\u5316\u3057\u3001\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u3092\u53ef\u8996\u5316\u3067\u304d\u308b<\/h3>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\">Genesys Cloud\u00a0<\/a> \u306f\u3001\u9867\u5ba2\u30fb\u5f93\u696d\u54e1\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u7ba1\u7406\u3092\u4e00\u5143\u5316\u3057\u3001\u7d71\u5408\u7684\u306b\u6271\u3048\u308b\u30af\u30e9\u30a6\u30c9\u578bCX\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u97f3\u58f0\u3084\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u3092\u6a2a\u65ad\u3057\u3066\u72b6\u6cc1\u3092\u53ef\u8996\u5316\u3067\u304d\u308b\u305f\u3081\u3001\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u554f\u984c\u304c\u767a\u751f\u3057\u3066\u3044\u308b\u304b\u3092\u628a\u63e1\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30c1\u30e3\u30cd\u30eb\u3084\u90e8\u9580\u3054\u3068\u306e\u5206\u65ad\u3092\u6e1b\u3089\u3057\u3001\u8fc5\u901f\u306a\u5bfe\u5fdc\u306b\u3064\u306a\u3052\u3089\u308c\u307e\u3059\u3002<br \/>\n<\/span><br \/>\n<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=\"346\" height=\"206\" \/><\/p>\n<h3 style=\"font-size: 1.5rem;\">AI\u3068\u81ea\u52d5\u5316\u3067\u3001\u7570\u5e38\u306e\u628a\u63e1\u3068\u6700\u9069\u5316\u3092\u652f\u63f4\u3067\u304d\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001<\/span><b>\u554f\u3044\u5408\u308f\u305b\u50be\u5411\u3084\u9867\u5ba2\u30cb\u30fc\u30ba\u3001\u6df7\u96d1\u72b6\u6cc1\u306a\u3069\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u628a\u63e1<\/b><span style=\"font-weight: 400;\">\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u307e\u305f\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u6700\u9069\u5316\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u652f\u63f4\u3001\u81ea\u52d5\u5fdc\u7b54\u306a\u3069\u3092\u901a\u3058\u3066\u3001\u8ca0\u8377\u96c6\u4e2d\u6642\u3067\u3082\u5b89\u5b9a\u3057\u305f\u904b\u7528\u3092\u652f\u63f4\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<p>\u3010<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/ai-and-automation\">\u6a5f\u80fd\u8a73\u7d30<\/a>\u3011<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/digital-lobby-screenshot-1-hidef.png\" alt=\"Digital lobby screenshot 1 hidef\" width=\"341\" height=\"203\" \/><\/p>\n<h3 style=\"font-size: 1.5rem;\">\u97f3\u58f0\u3068\u30c7\u30b8\u30bf\u30eb\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u4e00\u8cab\u3057\u3066\u904b\u7528\u3067\u304d\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">Genesys Cloud\u00a0 \u306f\u3001\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001SMS\u3001\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u30a2\u30d7\u30ea\u306a\u3069\u3092\u7d71\u5408\u7ba1\u7406\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u5bfe\u5fdc\u304c\u5206\u65ad\u3055\u308c\u306b\u304f\u304f\u3001\u4e00\u8cab\u3057\u305fCX\u3092\u63d0\u4f9b\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>\u3010<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/digital\">\u6a5f\u80fd\u8a73\u7d30<\/a>\u3011<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/Architecture_Screenshot-11-7-24.webp\" width=\"359\" height=\"238\" \/><\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9ad8\u53ef\u7528\u306a\u30af\u30e9\u30a6\u30c9\u57fa\u76e4\u3067\u3001\u6b62\u307e\u308a\u306b\u304f\u3044\u904b\u7528\u3092\u652f\u3048\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u9ad8\u53ef\u7528\u3068\u306f\u3001\u969c\u5bb3\u304c\u8d77\u304d\u306b\u304f\u304f\u3001\u5b89\u5b9a\u3057\u3066\u904b\u7528\u3057\u3084\u3059\u3044\u3068\u3044\u3046\u610f\u5473\u3067\u3059\u3002Genesys Cloud \u306f\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u9ad8\u53ef\u7528\u6027\u8a2d\u8a08\u306b\u3088\u308a\u3001\u67d4\u8edf\u306a\u62e1\u5f35\u6027\u3068\u5b89\u5b9a\u904b\u7528\u3092\u5b9f\u73fe\u3057\u3084\u3059\u3044\u70b9\u3082\u7279\u5fb4\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u6025\u6fc0\u306a\u554f\u3044\u5408\u308f\u305b\u5897\u52a0\u3084\u904b\u7528\u5909\u5316\u306b\u3082\u5bfe\u5fdc\u3057\u3084\u3059\u304f\u3001\u9867\u5ba2\u63a5\u70b9\u3092\u7d99\u7d9a\u7684\u306b\u652f\u3048\u308b\u57fa\u76e4\u3068\u3057\u3066\u6d3b\u7528\u3044\u305f\u3060\u3051\u307e\u3059\u3002<\/span><\/p>\n<p>\u3010<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/cloud-architecture\">\u6a5f\u80fd\u8a73\u7d30<\/a>\u3011<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/funnel-analysis-screenshot.webp\" alt=\"Funnel analysis screenshot\" width=\"352\" height=\"158\" \/><\/p>\n<h3 style=\"font-size: 1.5rem;\">\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u306e\u53ef\u8996\u5316\u30fb\u7d71\u5408\u30fb\u6700\u9069\u5316\u3092\u652f\u3048\u308b<\/h3>\n<p><span style=\"font-size: 16px; font-weight: 400;\">\u9867\u5ba2\u63a5\u70b9\u304c\u591a\u69d8\u5316\u3059\u308b\u4e2d\u3001\u30c1\u30e3\u30cd\u30eb\u3054\u3068\u306e\u60c5\u5831\u5206\u65ad\u304c\u8ab2\u984c\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002Genesys Cloud\u306f\u3001\u96fb\u8a71\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30e1\u30fc\u30eb\u3001SNS\u306a\u3069\u3092\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3067\u7d71\u5408\u3057\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3084\u5fdc\u5bfe\u5c65\u6b74\u3092\u4e00\u5143\u5316\u3002\u72b6\u6cc1\u3092\u53ef\u8996\u5316\u3057\u3001\u7d99\u7d9a\u7684\u306aCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u6539\u5584\u3092\u652f\u63f4\u3057\u307e\u3059\u3002 <\/span>\u3010<a style=\"font-size: 16px; font-weight: 400;\" href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/customer-journey-management\">\u6a5f\u80fd\u8a73\u7d30<\/a><span style=\"font-size: 16px; font-weight: 400;\">\u3011<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"link06\" style=\"font-size: 1.75rem;\">\u307e\u3068\u3081<\/h2>\n<p><span style=\"font-weight: 400;\">\u30a4\u30f3\u30b7\u30c7\u30f3\u30c8\u7ba1\u7406\u306f\u3001\u5358\u306a\u308b\u969c\u5bb3\u5bfe\u5fdc\u3067\u306f\u306a\u304f\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3068\u4e8b\u696d\u7d99\u7d9a\u3092\u5b88\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u7279\u306b\u3001\u30c1\u30e3\u30cd\u30eb\u5897\u52a0\u3084CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u91cd\u8996\u306e\u6d41\u308c\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u63a5\u70b9\u5168\u4f53\u3092\u6a2a\u65ad\u3057\u3066\u72b6\u6cc1\u3092\u628a\u63e1\u3057\u3001\u8fc5\u901f\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u4f53\u5236\u304c\u6c42\u3081\u3089\u308c\u3066\u3044\u307e\u3059\u3002<\/span><span style=\"font-weight: 400;\">\u305d\u306e\u305f\u3081\u306b\u306f\u3001IT\u30b7\u30b9\u30c6\u30e0\u3060\u3051\u3067\u306a\u304f\u3001\u904b\u7528\u30fb\u4eba\u30fb\u30c1\u30e3\u30cd\u30eb\u3092\u542b\u3081\u305f\u7d71\u5408\u7684\u306a\u7ba1\u7406\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/span><\/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=\"243\" height=\"243\" 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: 243px) 100vw, 243px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>Genesys Cloud\u306f\u3001\u9867\u5ba2\u63a5\u70b9\u3092\u4e00\u5143\u5316\u3057\u3001AI\u3084\u81ea\u52d5\u5316\u3001\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5bfe\u5fdc\u3092\u901a\u3058\u3066\u3001\u5b89\u5b9a\u3057\u305f\u904b\u7528\u3068CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u5411\u4e0a\u3092\u652f\u63f4\u3059\u308b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002\u3054\u8208\u5473\u306e\u3042\u308b\u65b9\u306f\u3001\u305c\u3072\u30aa\u30f3\u30e9\u30a4\u30f3\u88fd\u54c1\u30c4\u30a2\u30fc\u3067Genesys Cloud\u3092\u3054\u4f53\u9a13\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><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<\/a><\/button><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text][\/vc_column_text][\/vc_colu [&hellip;]<\/p>\n","protected":false},"author":867,"featured_media":503688,"template":"","tax_priority":[],"tax_blogtype":[],"tax_blogcategory":[13116,13104],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-643773","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogcategory-cloud-ja-jp","tax_blogcategory-business-optimization-ja-jp"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/643773","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/users\/867"}],"version-history":[{"count":11,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/643773\/revisions"}],"predecessor-version":[{"id":643789,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/643773\/revisions\/643789"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media\/503688"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media?parent=643773"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_priority?post=643773"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogtype?post=643773"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogcategory?post=643773"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme?post=643773"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_bundle?post=643773"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme2?post=643773"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_capability_sitewide?post=643773"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_products_programs?post=643773"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buying_job?post=643773"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buyer_persona?post=643773"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_sector?post=643773"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_segment?post=643773"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}