{"id":99638,"date":"2018-10-11T09:43:23","date_gmt":"2018-10-11T16:43:23","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=99638"},"modified":"2025-03-27T15:50:16","modified_gmt":"2025-03-27T22:50:16","slug":"definitions","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/ja-jp\/definitions","title":{"rendered":"\u5b9a\u7fa9"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;breadcrumb-section&#8221; css=&#8221;.vc_custom_1664759458579{padding-top: 1.5rem !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<ul class=\"breadcrumb-list\">\n<li class=\"breadcrumb-list-item\"><a class=\"breadcrumb-link\" href=\"https:\/\/www.genesys.com\/ja-jp\">\u30db\u30fc\u30e0<\/a><\/li>\n<li class=\"breadcrumb-list-item\">\u7528\u8a9e\u96c6<\/li>\n<\/ul>\n<p>[\/vc_column_text]<style type='text\/css'>\r .breadcrumb-section .row .breadcrumb-list { display: flex; list-style: none; flex-wrap: wrap; padding: 0; margin:0; } .breadcrumb-section .row .breadcrumb-list .breadcrumb-list-item:not(:last-child):after { content: \"\/\"; margin-left: 10px; margin-right: 10px; } @media (max-width: 991.98px) { .section_wrapper .vc_section.breadcrumb-section { padding-top: 1.5rem!important; padding-bottom: 0px!important; } .section_wrapper .vc_section.heading-section { padding-bottom: 0px!important; } } \r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1664782182074{padding-bottom: 0px !important;}&#8221; el_class=&#8221;heading-section&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u95a2\u3059\u308b\u7528\u8a9e\u306e\u5b9a\u7fa9<\/h1>\n<h2>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3001<\/h2>\n<h2>\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u95a2\u3059\u308b\u7528\u8a9e\u96c6<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"floating-nav-container\"><div class=\"sticky-letter-nav container\"><div class=\"letter-col\"><ul class=\"letter-list\"><li class=\"letter-list-item group-A\"><a href=\"#group-A\">A<\/a><\/li><li class=\"letter-list-item group-B\"><a href=\"#group-B\">B<\/a><\/li><li class=\"letter-list-item group-C\"><a href=\"#group-C\">C<\/a><\/li><li class=\"letter-list-item group-D\"><a href=\"#group-D\">D<\/a><\/li><li class=\"letter-list-item group-E\"><a href=\"#group-E\">E<\/a><\/li><li class=\"letter-list-item group-F\"><a href=\"#group-F\">F<\/a><\/li><li class=\"letter-list-item group-G\"><a href=\"#group-G\">G<\/a><\/li><li class=\"letter-list-item group-H\"><a href=\"#group-H\">H<\/a><\/li><li class=\"letter-list-item group-I\"><a href=\"#group-I\">I<\/a><\/li><li class=\"letter-list-item group-J\"><a href=\"#group-J\">J<\/a><\/li><li class=\"letter-list-item group-L\"><a href=\"#group-L\">L<\/a><\/li><li class=\"letter-list-item group-M\"><a href=\"#group-M\">M<\/a><\/li><li class=\"letter-list-item group-N\"><a href=\"#group-N\">N<\/a><\/li><li class=\"letter-list-item group-O\"><a href=\"#group-O\">O<\/a><\/li><li class=\"letter-list-item group-P\"><a href=\"#group-P\">P<\/a><\/li><li class=\"letter-list-item group-Q\"><a href=\"#group-Q\">Q<\/a><\/li><li class=\"letter-list-item group-R\"><a href=\"#group-R\">R<\/a><\/li><li class=\"letter-list-item group-S\"><a href=\"#group-S\">S<\/a><\/li><li class=\"letter-list-item group-T\"><a href=\"#group-T\">T<\/a><\/li><li class=\"letter-list-item group-U\"><a href=\"#group-U\">U<\/a><\/li><li class=\"letter-list-item group-V\"><a href=\"#group-V\">V<\/a><\/li><li class=\"letter-list-item group-W\"><a href=\"#group-W\">W<\/a><\/li><\/ul><\/div><div class=\"back-to-top\"><a href=\"#\"><i class=\"fal fa-arrow-up up-icon\"><\/i>Back to top<\/a><\/div><\/div><\/div><div class=\"glossary-container\"><div class=\"glossary-nav-container\"><div class=\"search-col mb-2\"><i class=\"fa-kit search-icon fa-magnifying-glass\"><\/i><input type=\"text\" name=\"search-glossary\" class=\"search-glossary\" placeholder=\"Search term\"><a class=\"clear-search\" href=\"#\"><span class=\"clear-icon\">\u2716<\/span><\/a><\/div><div class=\"letter-col\"><ul class=\"letter-list\"><li class=\"letter-list-item group-A\"><a href=\"#group-A\">A<\/a><\/li><li class=\"letter-list-item group-B\"><a href=\"#group-B\">B<\/a><\/li><li class=\"letter-list-item group-C\"><a href=\"#group-C\">C<\/a><\/li><li class=\"letter-list-item group-D\"><a href=\"#group-D\">D<\/a><\/li><li class=\"letter-list-item group-E\"><a href=\"#group-E\">E<\/a><\/li><li class=\"letter-list-item group-F\"><a href=\"#group-F\">F<\/a><\/li><li class=\"letter-list-item group-G\"><a href=\"#group-G\">G<\/a><\/li><li class=\"letter-list-item group-H\"><a href=\"#group-H\">H<\/a><\/li><li class=\"letter-list-item group-I\"><a href=\"#group-I\">I<\/a><\/li><li class=\"letter-list-item group-J\"><a href=\"#group-J\">J<\/a><\/li><li class=\"letter-list-item group-L\"><a href=\"#group-L\">L<\/a><\/li><li class=\"letter-list-item group-M\"><a href=\"#group-M\">M<\/a><\/li><li class=\"letter-list-item group-N\"><a href=\"#group-N\">N<\/a><\/li><li class=\"letter-list-item group-O\"><a href=\"#group-O\">O<\/a><\/li><li class=\"letter-list-item group-P\"><a href=\"#group-P\">P<\/a><\/li><li class=\"letter-list-item group-Q\"><a href=\"#group-Q\">Q<\/a><\/li><li class=\"letter-list-item group-R\"><a href=\"#group-R\">R<\/a><\/li><li class=\"letter-list-item group-S\"><a href=\"#group-S\">S<\/a><\/li><li class=\"letter-list-item group-T\"><a href=\"#group-T\">T<\/a><\/li><li class=\"letter-list-item group-U\"><a href=\"#group-U\">U<\/a><\/li><li class=\"letter-list-item group-V\"><a href=\"#group-V\">V<\/a><\/li><li class=\"letter-list-item group-W\"><a href=\"#group-W\">W<\/a><\/li><\/ul><\/div><\/div><div class=\"glossary-term-container\"><div class=\"term-group\" id =\"group-A\" data-display-count=\"29\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">A<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Absence management \u6b20\u52e4\u7ba1\u7406\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-absence-management\" class=\"term-title\">Absence management (\u6b20\u52e4\u7ba1\u7406)<\/a><p class=\"term-description\">\u6b20\u52e4\u7ba1\u7406\u3068\u306f\u3001\u5f93\u696d\u54e1\u306e\u75c5\u6c17\u4f11\u6687\u3084\u4e88\u5b9a\u5916\u306e\u6b20\u52e4\u306a\u3069\u3092\u6b63\u78ba\u306b\u628a\u63e1\u30fb\u7ba1\u7406\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4e0d\u5728\u304c\u696d\u52d9\u306e\u6df7\u4e71\u3092\u62db\u304f\u305f\u3081\u3001\u6b20\u52e4\u3092\u9069\u5207\u306b\u7ba1\u7406\u3059\u308b\u3053\u3068\u3067\u4eba\u54e1\u914d\u7f6e\u306e\u6700\u9069\u5316\u3068\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u7dad\u6301\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Adaptive customer journeys \u30a2\u30c0\u30d7\u30c6\u30a3\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-adaptive-customer-journeys\" class=\"term-title\">Adaptive customer journeys (\u30a2\u30c0\u30d7\u30c6\u30a3\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc)<\/a><p class=\"term-description\">\u30a2\u30c0\u30d7\u30c6\u30a3\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306f\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30c7\u30fc\u30bf\u3068\u72b6\u6cc1\u306b\u5fdc\u3058\u3066\u9867\u5ba2\u4f53\u9a13\u3092\u52d5\u7684\u306b\u6700\u9069\u5316\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u9867\u5ba2\u3054\u3068\u306e\u884c\u52d5\u3084\u95a2\u5fc3\u306b\u57fa\u3065\u304d\u3001\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u6700\u9069\u306a\u5bfe\u5fdc\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001CX\u306e\u5373\u6642\u8abf\u6574\u306b\u3088\u308a\u6e80\u8db3\u5ea6\u3068\u6210\u679c\u306e\u4e21\u7acb\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Advanced analytics capabilities \u9ad8\u5ea6\u306a\u5206\u6790\u6a5f\u80fd\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-advanced-analytics-capabilities\" class=\"term-title\">Advanced analytics capabilities (\u9ad8\u5ea6\u306a\u5206\u6790\u6a5f\u80fd)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u9ad8\u5ea6\u306a\u5206\u6790\u3068\u306f\u3001\u5206\u6790\u30c4\u30fc\u30eb\u3068\u30c6\u30af\u30cb\u30c3\u30af\u3092\u6d3b\u7528\u3057\u3066\u30c7\u30fc\u30bf\u304b\u3089\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u53ce\u96c6\u3057\u3001\u50be\u5411\u306e\u7279\u5b9a\u3084\u9867\u5ba2\u884c\u52d5\u306e\u7406\u89e3\u3092\u901a\u3058\u3066\u53ce\u76ca\u5411\u4e0a\u3092\u56f3\u308b\u624b\u6cd5\u3092\u6307\u3057\u307e\u3059\u3002\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u3084\u5bfe\u5fdc\u30c7\u30fc\u30bf\u3092\u8a73\u7d30\u306b\u89e3\u6790\u3057\u3001\u696d\u52d9\u52b9\u7387\u3084\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u305f\u3081\u306e\u624b\u6bb5\u3068\u3057\u3066\u6d3b\u7528\u3055\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent assist \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30a2\u30b7\u30b9\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-agent-assist\" class=\"term-title\">Agent assist (\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30a2\u30b7\u30b9\u30c8)<\/a><p class=\"term-description\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30a2\u30b7\u30b9\u30c8\uff08Agent Assist\uff09\u306f\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306eAI\u30ac\u30a4\u30c0\u30f3\u30b9\u3092\u901a\u3058\u3066\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u652f\u63f4\u3059\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u901a\u8a71\u3084\u30c1\u30e3\u30c3\u30c8\u306e\u5185\u5bb9\u3092\u89e3\u6790\u3057\u3001\u9069\u5207\u306a\u5fdc\u7b54\u3084\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u8a18\u4e8b\u3001\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3092\u5373\u6642\u306b\u63d0\u793a\u3057\u307e\u3059\u3002\u53cd\u5fa9\u7684\u306a\u696d\u52d9\u306e\u81ea\u52d5\u5316\u3084\u8fc5\u901f\u306a\u60c5\u5831\u30a2\u30af\u30bb\u30b9\u3092\u53ef\u80fd\u306b\u3059\u308b\u3053\u3068\u3067\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\uff08AHT\uff09\u306e\u77ed\u7e2e\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u306f\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u304c\u63d0\u4f9b\u3055\u308c\u3001\u6f5c\u5728\u7684\u306a\u30df\u30b9\u306e\u6307\u6458\u3084\u3001\u3088\u308a\u52b9\u679c\u7684\u306a\u5bfe\u5fdc\u65b9\u6cd5\u306e\u63d0\u6848\u3082\u884c\u308f\u308c\u307e\u3059\u3002\u3053\u306e\u7d99\u7d9a\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u306b\u3088\u308a\u3001\u65b0\u4eba\u306f\u65e9\u671f\u306b\u696d\u52d9\u306b\u9069\u5fdc\u3067\u304d\u3001\u7d4c\u9a13\u8005\u3082\u5bfe\u5fdc\u54c1\u8cea\u3092\u7dad\u6301\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30a2\u30b7\u30b9\u30c8\u306f\u3001\u4eba\u306e\u5c02\u9580\u6027\u3068AI\u306e\u52b9\u7387\u6027\u3092\u878d\u5408\u3057\u3001\u3088\u308a\u751f\u7523\u7684\u304b\u3064\u9867\u5ba2\u5fd7\u5411\u306e\u5bfe\u5fdc\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent attrition (turnover) \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u96e2\u8077\u7387\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-agent-attrition-turnover\" class=\"term-title\">Agent attrition (turnover) (\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u96e2\u8077\u7387)<\/a><p class=\"term-description\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u96e2\u8077\u7387\u3068\u306f\u3001\u4e00\u5b9a\u671f\u9593\u5185\u306b\u9000\u8077\u3057\u305f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5272\u5408\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u96e2\u8077\u7387\u304c\u9ad8\u3044\u5834\u5408\u3001\u8077\u5834\u74b0\u5883\u3084\u696d\u52d9\u8ca0\u8377\u3078\u306e\u4e0d\u6e80\u304c\u80cc\u666f\u306b\u3042\u308b\u3053\u3068\u304c\u591a\u304f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\/\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u306b\u6df1\u523b\u306a\u5f71\u97ff\u3092\u53ca\u307c\u3059\u304a\u305d\u308c\u304c\u3042\u308a\u307e\u3059\u3002\u5b89\u5b9a\u3057\u305f\u4eba\u6750\u78ba\u4fdd\u306e\u305f\u3081\u306b\u3001\u5b9a\u671f\u7684\u306a\u5206\u6790\u3068\u6539\u5584\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Agent coaching \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b3\u30fc\u30c1\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/agent-coaching\" class=\"term-title\">Agent coaching (\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b3\u30fc\u30c1\u30f3\u30b0)<\/a><p class=\"term-description\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b3\u30fc\u30c1\u30f3\u30b0\u306f\u3001\u500b\u5225\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u6307\u5c0e\u3092\u901a\u3058\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u529b\u3084\u696d\u52d9\u77e5\u8b58\u3092\u9ad8\u3081\u308b\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002\u9867\u5ba2\u5bfe\u5fdc\u306e\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u696d\u52d9\u52b9\u7387\u306e\u6539\u5584\u3084\u5b9a\u7740\u7387\u306e\u5411\u4e0a\u306b\u3082\u5bc4\u4e0e\u3057\u307e\u3059\u3002\u6bd4\u8f03\u7684\u4f4e\u30b3\u30b9\u30c8\u3067\u6210\u679c\u304c\u898b\u8fbc\u3081\u308b\u6709\u52b9\u306a\u80b2\u6210\u624b\u6cd5\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Agentic AI \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u578bAI\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-agentic-ai\" class=\"term-title\">Agentic AI (\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u578bAI)<\/a><p class=\"term-description\">\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u578bAI (Agentic AI) \u306f\u3001\u81ea\u5f8b\u7684\u306b\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3044\u3001\u4eba\u9593\u306e\u4ecb\u5165\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u3066\u7d99\u7d9a\u7684\u306b\u884c\u52d5\u3067\u304d\u308b\u4eba\u5de5\u77e5\u80fd\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002\u5404\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304b\u3089\u5b66\u7fd2\u3057\u306a\u304c\u3089\u7d50\u679c\u3092\u6700\u9069\u5316\u3057\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u72b6\u6cc1\u3092\u628a\u63e1\u3057\u3066\u6226\u7565\u3092\u67d4\u8edf\u306b\u8abf\u6574\u3057\u307e\u3059\u3002\u4e8b\u524d\u306b\u5b9a\u7fa9\u3055\u308c\u305f\u624b\u9806\u306b\u4f9d\u5b58\u305b\u305a\u3001\u8907\u96d1\u3067\u5909\u5316\u3057\u3084\u3059\u3044\u8ab2\u984c\u306b\u3082\u5bfe\u5fdc\u53ef\u80fd\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u6700\u9069\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u9069\u5207\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3057\u3001\u5fdc\u7b54\u6027\u3092\u9ad8\u3081\u308b\u3068\u3068\u3082\u306b\u3001\u4eba\u7684\u30df\u30b9\u306e\u524a\u6e1b\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Agentic system \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b7\u30b9\u30c6\u30e0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-agentic-system\" class=\"term-title\">Agentic system (\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b7\u30b9\u30c6\u30e0)<\/a><p class=\"term-description\">\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b7\u30b9\u30c6\u30e0(Agentic System)\u306f\u3001\u74b0\u5883\u3092\u8a8d\u8b58\u3057\u3001\u60c5\u5831\u3092\u51e6\u7406\u3057\u3066\u3001\u5b9a\u7fa9\u3055\u308c\u305f\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u81ea\u5f8b\u7684\u306a\u884c\u52d5\u3092\u884c\u3046\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3067\u3059\u3002\u81ea\u52d5\u5316\u3001\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\u3001\u30a4\u30d9\u30f3\u30c8\u99c6\u52d5\u578b\u30ed\u30b8\u30c3\u30af\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u4eba\u306e\u7d99\u7d9a\u7684\u306a\u76e3\u8996\u304c\u306a\u304f\u3066\u3082\u4e3b\u4f53\u7684\u306b\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3044\u3001\u554f\u984c\u3092\u89e3\u6c7a\u3067\u304d\u307e\u3059\u3002\u3042\u3089\u304b\u3058\u3081\u6c7a\u3081\u3089\u308c\u305f\u53b3\u683c\u306a\u624b\u9806\u306b\u4f9d\u5b58\u305b\u305a\u3001\u67d4\u8edf\u304b\u3064\u52d5\u7684\u306a\u8ab2\u984c\u306b\u3082\u5bfe\u5fdc\u53ef\u80fd\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u306b\u304a\u3044\u3066\u306f\u3001\u696d\u52d9\u306e\u52b9\u7387\u5316\u3084\u6210\u679c\u306e\u6700\u5927\u5316\u3092\u5b9f\u73fe\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3088\u308a\u9ad8\u5ea6\u306a\u5224\u65ad\u3084\u4eba\u9593\u7684\u5bfe\u5fdc\u3092\u8981\u3059\u308b\u696d\u52d9\u306b\u5c02\u5ff5\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI and customer loyalty \u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306eAI\u6539\u5584\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-the-connection-between-ai-and-customer-loyalty\" class=\"term-title\">AI and customer loyalty (\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306eAI\u6539\u5584)<\/a><p class=\"term-description\">\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u306b\u306f\u3001AI\u306e\u6d3b\u7528\u304c\u52b9\u679c\u7684\u3067\u3059\u3002AI\u306b\u3088\u3063\u3066\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u4f53\u9a13\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3059\u308b\u3053\u3068\u3067\u3001\u9577\u671f\u7684\u306b\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002AI\u306b\u3088\u308b\u4e88\u6e2c\u5206\u6790\u3068\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u6280\u8853\u306f\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u6700\u9069\u306a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5bfe\u5fdc\u3092\u63d0\u4f9b\u3057\u3001\u30d6\u30e9\u30f3\u30c9\u306e\u5dee\u5225\u5316\u3092\u56f3\u308b\u3053\u3068\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI compliance AI\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-compliance\" class=\"term-title\">AI compliance (AI\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9)<\/a><p class=\"term-description\">\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3068\u306f\u3001AI\u30b7\u30b9\u30c6\u30e0\u304c\u6cd5\u7684\u30fb\u898f\u5236\u7684\u30fb\u502b\u7406\u7684\u306a\u57fa\u6e96\u3092\u9075\u5b88\u3057\u3066\u904b\u7528\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u5b9f\u306b\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI copilot AI \u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-ai-copilot\" class=\"term-title\">AI copilot (AI \u30b3\u30d1\u30a4\u30ed\u30c3\u30c8)<\/a><p class=\"term-description\">AI \u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\u306f\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u4e2d\u306b\u3001\u6587\u8108\u306b\u5fdc\u3058\u305f\u9ad8\u5ea6\u3067\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u30a2\u30b7\u30b9\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI experience orchestration  AI \u306b\u3088\u308b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-experience-orchestration\" class=\"term-title\">AI experience orchestration  (AI \u306b\u3088\u308b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">AI\uff08\u4eba\u5de5\u77e5\u80fd\uff09\u306b\u3088\u308b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u30c1\u30e3\u30cd\u30eb\u3067\u9867\u5ba2\u4f53\u9a13\u3092\u7d71\u5408\u7684\u306b\u7ba1\u7406\u30fb\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3067\u3059\u3002AI\u306f\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u30fb\u5206\u6790\u3057\u3001\u30d1\u30bf\u30fc\u30f3\u3092\u62bd\u51fa\u3057\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u904e\u53bb\u306e\u884c\u52d5\u306b\u57fa\u3065\u3044\u305f\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u63d0\u6848\u3057\u307e\u3059\u3002\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306bAI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u3088\u308a\u9ad8\u5ea6\u306a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI hallucinations AI \u30cf\u30eb\u30b7\u30cd\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-hallucinations\" class=\"term-title\">AI hallucinations (AI \u30cf\u30eb\u30b7\u30cd\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30cf\u30eb\u30b7\u30cd\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u4e3b\u306b\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\u306b\u3088\u308bAI\u30b7\u30b9\u30c6\u30e0\u304c\u3001\u4e0d\u6b63\u78ba\u307e\u305f\u306f\u4e0d\u660e\u77ad\u306a\u5fdc\u7b54\u3092\u751f\u6210\u3059\u308b\u969b\u306b\u767a\u751f\u3057\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u7528\u306b\u304a\u3044\u3066\u306f\u3001\u30cf\u30eb\u30b7\u30cd\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u3001\u9867\u5ba2\u3078\u306e\u8aa4\u3063\u305f\u56de\u7b54\u3084\u4f1a\u8a71\u306e\u8981\u7d04\u30df\u30b9\u304c\u751f\u3058\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u4fe1\u983c\u6027\u3092\u78ba\u4fdd\u3057\u3001\u9867\u5ba2\u306e\u4fe1\u983c\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u610f\u601d\u6c7a\u5b9a\u3092\u652f\u63f4\u3059\u308b\u306b\u306f\u3001\u30cf\u30eb\u30b7\u30cd\u30fc\u30b7\u30e7\u30f3\u306e\u691c\u51fa\u3068\u7ba1\u7406\u304c\u91cd\u8981\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI myths AI\u306e\u8aa4\u89e3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-myths\" class=\"term-title\">AI myths (AI\u306e\u8aa4\u89e3)<\/a><p class=\"term-description\">AI\u306e\u8aa4\u89e3\u3068\u306f\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3084\u305d\u306e\u80fd\u529b\u306b\u3064\u3044\u3066\u5e83\u304f\u5b58\u5728\u3059\u308b\u601d\u3044\u8fbc\u307f\u3084\u7406\u89e3\u4e0d\u8db3\u3092\u6307\u3057\u307e\u3059\u3002\u4ee3\u8868\u7684\u306a\u4f8b\u3068\u3057\u3066\u3001\u300c\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u304c\u4eba\u9593\u306e\u4ed5\u4e8b\u3092\u3059\u3079\u3066\u596a\u3046\u300d\u300c\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306f\u5e38\u306b\u516c\u5e73\u3067\u4e2d\u7acb\u3067\u3042\u308b\u300d\u300c\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306f\u9593\u9055\u3044\u3092\u8d77\u3053\u3055\u306a\u3044\u300d\u3068\u3044\u3063\u305f\u8003\u3048\u65b9\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI orchestration AI\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-orchestration\" class=\"term-title\">AI orchestration (AI\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">AI\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3084\u30d3\u30b8\u30cd\u30b9\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u5168\u4f53\u306b\u304a\u3044\u3066\u3001\u8907\u6570\u306eAI\u30e2\u30c7\u30eb\u3001AI\u30c4\u30fc\u30eb\u3001\u610f\u601d\u6c7a\u5b9a\u30a8\u30f3\u30b8\u30f3\u3092\u9023\u643a\u3055\u305b\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u9ad8\u5ea6\u306a\u6210\u679c\u3092\u751f\u307f\u51fa\u3059\u305f\u3081\u306e\u8003\u3048\u65b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI readiness AI\u30ec\u30c7\u30a3\u30cd\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-readiness\" class=\"term-title\">AI readiness (AI\u30ec\u30c7\u30a3\u30cd\u30b9)<\/a><p class=\"term-description\">\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30ec\u30c7\u30a3\u30cd\u30b9\u3068\u306f\u3001\u7d44\u7e54\u304c\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u6280\u8853\u3092\u52b9\u679c\u7684\u306b\u5c0e\u5165\u3057\u3001\u30b9\u30b1\u30fc\u30eb\u5c55\u958b\u3057\u3066\u3044\u304f\u305f\u3081\u306e\u6e96\u5099\u72b6\u6cc1\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI workforce management \u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-workforce-management\" class=\"term-title\">AI workforce management (\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001AI\u3092\u6d3b\u7528\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u73fe\u5834\u306b\u304a\u3051\u308b\u5f93\u696d\u54e1\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3001\u4e88\u6e2c\u3001\u30ef\u30fc\u30af\u30ed\u30fc\u30c9\u914d\u5206\u3092\u6700\u9069\u5316\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u4e88\u6e2c\u5206\u6790\u306b\u3088\u308a\u30b3\u30fc\u30eb\u91cf\u3092\u898b\u7a4d\u3082\u308a\u3001\u30b9\u30bf\u30c3\u30d5\u306e\u7a3c\u50cd\u3092\u9700\u8981\u306b\u5408\u308f\u305b\u3066\u8abf\u6574\u3059\u308b\u3053\u3068\u3067\u3001\u904e\u5270\u914d\u7f6e\u3084\u4eba\u54e1\u4e0d\u8db3\u3092\u9632\u304e\u307e\u3059<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven analytics \u30c7\u30fc\u30bf\u306eAI\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-driven-analytics\" class=\"term-title\">AI-driven analytics (\u30c7\u30fc\u30bf\u306eAI\u5206\u6790)<\/a><p class=\"term-description\">\u30c7\u30fc\u30bf\u306eAI\u5206\u6790\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u5f37\u529b\u306a\u624b\u6bb5\u3067\u3059\u3002AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30d3\u30c3\u30b0\u30c7\u30fc\u30bf\u304b\u3089\u9867\u5ba2\u306e\u884c\u52d5\u30d1\u30bf\u30fc\u30f3\u3084\u50be\u5411\u3092\u81ea\u52d5\u7684\u306b\u62bd\u51fa\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u6226\u7565\u306b\u5f79\u7acb\u3064\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u304c\u3069\u3053\u3067\u4f55\u3092\u3057\u305f\u304b\u3092\u628a\u63e1\u3057\u3001\u6b21\u306b\u4f55\u3092\u6c42\u3081\u308b\u304b\u3092\u4e88\u6e2c\u3067\u304d\u308b\u305f\u3081\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven customer journey orchestration \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306eAI\u4e3b\u5c0e\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-driven-customer-journey-orchestration\" class=\"term-title\">AI-driven customer journey orchestration (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306eAI\u4e3b\u5c0e)<\/a><p class=\"term-description\">AI\u4e3b\u5c0e\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u9ad8\u5ea6\u306b\u6700\u9069\u5316\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6280\u8853\u3067\u3059\u3002AI\u306f\u9867\u5ba2\u306e\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u884c\u52d5\u30c7\u30fc\u30bf\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306b\u53ce\u96c6\u30fb\u5206\u6790\u3057\u3001\u6b21\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u4e88\u6e2c\u3057\u307e\u3059\u3002\u3053\u306eAI\u4e88\u6e2c\u306b\u3088\u3063\u3066\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u5bfe\u5fdc\u304c\u53ef\u80fd\u3068\u306a\u308a\u3001\u3088\u308a\u30b9\u30e0\u30fc\u30ba\u3067\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u5927\u898f\u6a21\u306a\u30c7\u30fc\u30bf\u904b\u7528\u306b\u3082\u5bfe\u5fdc\u3067\u304d\u308b\u305f\u3081\u3001\u591a\u6570\u306e\u9867\u5ba2\u306b\u4e00\u8cab\u3057\u3066\u8cea\u306e\u9ad8\u3044CX\u3092\u63d0\u4f9b\u3059\u308b\u624b\u6bb5\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven personalized marketing \u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306eAI\u4e3b\u5c0e\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ai-driven-personalized-marketing\" class=\"term-title\">AI-driven personalized marketing (\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306eAI\u4e3b\u5c0e)<\/a><p class=\"term-description\">AI\u4e3b\u5c0e\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306f\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u6700\u9069\u5316\u3055\u308c\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u624b\u6cd5\u3067\u3059\u3002AI\u3092\u642d\u8f09\u3057\u305f\u6700\u65b0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u3088\u308a\u3001\u4e16\u754c\u4e2d\u306e\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u3001\u500b\u5225\u6700\u9069\u5316\u3055\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002AI\u306f\u9867\u5ba2\u306e\u610f\u56f3\u3092\u4e88\u6e2c\u3057\u3001\u8fc5\u901f\u306a\u554f\u984c\u89e3\u6c7a\u3092\u652f\u63f4\u3059\u308b\u307b\u304b\u3001\u4eba\u9593\u306e\u4ecb\u5165\u304c\u5fc5\u8981\u306a\u5834\u9762\u3092\u81ea\u52d5\u3067\u5224\u65ad\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5f15\u304d\u7d99\u304e\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-driven real-time offers \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30aa\u30d5\u30a1\u30fc\u306eAI\u4e3b\u5c0e\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-driven-real-time-offers\" class=\"term-title\">AI-driven real-time offers (\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30aa\u30d5\u30a1\u30fc\u306eAI\u4e3b\u5c0e)<\/a><p class=\"term-description\">AI\u4e3b\u5c0e\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30aa\u30d5\u30a1\u30fc\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u3084\u72b6\u6cc1\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5206\u6790\u3057\u3001\u6700\u9069\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u63d0\u6848\u3092\u884c\u3046\u624b\u6cd5\u3067\u3059\u3002\u305d\u306e\u6642\u305d\u306e\u6642\u306e\u9867\u5ba2\u30cb\u30fc\u30ba\u306b\u5373\u3057\u305f\u30aa\u30d5\u30a1\u30fc\u3084\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u77ac\u6642\u306b\u63d0\u4f9b\u3067\u304d\u308b\u305f\u3081\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u8cfc\u8cb7\u7387\u306e\u5411\u4e0a\u306b\u6d3b\u7528\u3067\u304d\u307e\u3059\u3002\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u306e\u63d0\u6848\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u53ce\u76ca\u5411\u4e0a\u306b\u5927\u304d\u306a\u5f71\u97ff\u3092\u3082\u3089\u305f\u3059\u30a2\u30af\u30b7\u30e7\u30f3\u6539\u5584\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-enabled customer insights \u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\u306eAI\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-enabled-customer-insights\" class=\"term-title\">AI-enabled customer insights (\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\u306eAI\u5206\u6790)<\/a><p class=\"term-description\">\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\u306eAI\u5206\u6790\u306f\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3092AI\u3067\u89e3\u6790\u3059\u308b\u5206\u6790\u624b\u6cd5\u3067\u3059\u3002AI\u30d9\u30fc\u30b9\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u4e88\u6e2c\u306b\u3088\u308a\u3001\u9867\u5ba2\u306e\u884c\u52d5\u30d1\u30bf\u30fc\u30f3\u3092\u628a\u63e1\u3057\u3001\u9069\u5207\u306a\u30bb\u30b0\u30e1\u30f3\u30c8\u3084\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5c0e\u304d\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\u306b\u57fa\u3065\u3044\u3066\u30aa\u30d5\u30a1\u30fc\u3084\u4f1a\u8a71\u3092\u81ea\u52d5\u5316\u30fb\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u306b\u7e4b\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-powered customer engagement platforms AI \u30d9\u30fc\u30b9\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-powered-customer-engagement-platforms\" class=\"term-title\">AI-powered customer engagement platforms (AI \u30d9\u30fc\u30b9\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0)<\/a><p class=\"term-description\">AI\u30d9\u30fc\u30b9\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u5927\u898f\u6a21\u306a\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u30fb\u5206\u6790\u3057\u3001\u4f01\u696d\u306e\u6226\u7565\u7684\u610f\u601d\u6c7a\u5b9a\u3092\u88dc\u52a9\u3059\u308b\u30c4\u30fc\u30eb\u3067\u3059\u3002AI\u306f\u9867\u5ba2\u306e\u884c\u52d5\u5c65\u6b74\u3084\u30cb\u30fc\u30ba\u306a\u3069\u306e\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3057\u3001\u6b21\u306b\u53d6\u308b\u3079\u304d\u5bfe\u5fdc\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u3067\u3001\u4e00\u4eba\u3072\u3068\u308a\u306e\u9867\u5ba2\u4f53\u9a13\u306e\u6700\u9069\u5316\u3092\u56f3\u308a\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI-powered customer insights AI \u30d9\u30fc\u30b9\u306e\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-ai-powered-customer-insights\" class=\"term-title\">AI-powered customer insights (AI \u30d9\u30fc\u30b9\u306e\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8)<\/a><p class=\"term-description\">AI \u30d9\u30fc\u30b9\u306e\u9867\u5ba2\u30a4\u30f3\u30b5\u30a4\u30c8\u306f\u3001AI\uff08\u4eba\u5de5\u77e5\u80fd\uff09\u3068\u6a5f\u68b0\u5b66\u7fd2\u3092\u6d3b\u7528\u3057\u3066\u3001\u81a8\u5927\u306a\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u3001\u4eba\u9593\u3088\u308a\u8fc5\u901f\u304b\u3064\u52b9\u7387\u7684\u306b\u5206\u6790\u3057\u307e\u3059\u3002\u3053\u306e\u5206\u6790\u304b\u3089\u5f97\u3089\u308c\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u306b\u3088\u308a\u3001\u9867\u5ba2\u306e\u884c\u52d5\u3092\u4e88\u6e2c\u3057\u3001\u500b\u3005\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u3001\u30c7\u30fc\u30bf\u4e3b\u5c0e\u306e\u63a8\u5968\u306b\u57fa\u3065\u3044\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"AI\u502b\u7406\u306e\u904b\u7528\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ethical-ai\" class=\"term-title\">AI\u502b\u7406\u306e\u904b\u7528<\/a><p class=\"term-description\">AI\u502b\u7406\u306e\u904b\u7528\u3068\u306f\u3001\u9053\u5fb3\u7684\u8cac\u4efb\u3092\u679c\u305f\u3057\u3001\u502b\u7406\u7684\u306a\u4fa1\u5024\u89b3\u306b\u57fa\u3065\u3044\u3066AI\u3092\u8a2d\u8a08\u3001\u958b\u767a\u3001\u5c55\u958b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u3053\u308c\u306b\u306f\u3001\u30c7\u30fc\u30bf\u57fa\u6e96\u306e\u9075\u5b88\u3084\u504f\u898b\u3078\u306e\u5bfe\u51e6\u304c\u542b\u307e\u308c\u3001AI\u3092\u9069\u7528\u3059\u308b\u969b\u306e\u53b3\u683c\u306a\u30ac\u30a4\u30c9\u30e9\u30a4\u30f3\u306b\u5f93\u3046\u3053\u3068\u304c\u4f01\u696d\u306b\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u307e\u305f\u3001\u9867\u5ba2\u3084\u5f93\u696d\u54e1\u306e\u30c7\u30fc\u30bf\u3092\u77e5\u7684\u8ca1\u7523\u3068\u3068\u3082\u306b\u4fdd\u8b77\u3059\u308b\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u8a2d\u8a08\u539f\u5247\u306b\u5f93\u3044\u3044\u3001\u8aac\u660e\u53ef\u80fd\u3067\u3042\u308b\u3053\u3068\u3068\u3001\u900f\u660e\u6027\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u3082\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002\u30a2\u30eb\u30b4\u30ea\u30ba\u30e0\u306e\u904b\u7528\u3068\u7d50\u679c\u306e\u30b3\u30f3\u30c8\u30ed\u30fc\u30eb\u3092\u884c\u3044\u3001AI\u306e\u5f71\u97ff\u3092\u7406\u89e3\u3057\u3064\u3064\u5b89\u5168\u306a\u904b\u7528\u3092\u56f3\u308b\u3053\u3068\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Artificial intelligence \u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-artificial-intelligence-ai\" class=\"term-title\">Artificial intelligence (\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09)<\/a><p class=\"term-description\">\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306f\u3001\u672c\u6765\u306f\u4eba\u9593\u306e\u77e5\u80fd\u3092\u5fc5\u8981\u3068\u3059\u308b\u30bf\u30b9\u30af\u3092\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u30b7\u30b9\u30c6\u30e0\u304c\u5b9f\u884c\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u6280\u8853\u3067\u3059\u3002\u8a00\u8a9e\u7406\u89e3\u3001\u30d1\u30bf\u30fc\u30f3\u8a8d\u8b58\u3001\u610f\u601d\u6c7a\u5b9a\u3001\u5b66\u7fd2\u80fd\u529b\u306a\u3069\u304c\u4ee3\u8868\u7684\u306a\u6a5f\u80fd\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u9818\u57df\u3067\u306f\u3001AI\u306f\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3084\u30dc\u30a4\u30b9\u30dc\u30c3\u30c8\u3001\u5206\u6790\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306a\u3069\u3092\u652f\u3048\u3001\u65e5\u5e38\u7684\u306a\u554f\u3044\u5408\u308f\u305b\u5bfe\u5fdc\u3001\u554f\u984c\u306e\u4e88\u6e2c\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u652f\u63f4\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002\u7d99\u7d9a\u7684\u306a\u6280\u8853\u9769\u65b0\u306b\u3088\u308a\u3001AI\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3088\u308a\u76f4\u611f\u7684\u304b\u3064\u67d4\u8edf\u306b\u306a\u308a\u3001\u696d\u52d9\u306e\u81ea\u52d5\u5316\u3068\u9867\u5ba2\u5bfe\u5fdc\u306e\u9ad8\u5ea6\u5316\u3092\u53ef\u80fd\u306b\u3057\u3066\u3044\u307e\u3059\u3002\u4f01\u696d\u306fAI\u306e\u5c0e\u5165\u306b\u3042\u305f\u308a\u3001\u502b\u7406\u7684\u914d\u616e\u3084\u30c7\u30fc\u30bf\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u3078\u306e\u5bfe\u5fdc\u3001\u900f\u660e\u6027\u306e\u78ba\u4fdd\u3092\u5fb9\u5e95\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u9069\u5207\u306b\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001AI\u306f\u9867\u5ba2\u5bfe\u5fdc\u306e\u5728\u308a\u65b9\u3092\u5909\u9769\u3057\u3001\u52b9\u7387\u3068\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u5927\u304d\u304f\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Auto dialer\u00a0 \u30aa\u30fc\u30c8\u30c0\u30a4\u30a2\u30e9\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-auto-dialer\" class=\"term-title\">Auto dialer\u00a0 (\u30aa\u30fc\u30c8\u30c0\u30a4\u30a2\u30e9\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30aa\u30fc\u30c8\u30c0\u30a4\u30a2\u30e9\u30fc\u3068\u306f\u3001\u9867\u5ba2\u306e\u96fb\u8a71\u756a\u53f7\u306b\u81ea\u52d5\u3067\u96fb\u8a71\u3092\u304b\u3051\u3001\u81ea\u52d5\u30e1\u30c3\u30bb\u30fc\u30b8\u306b\u3088\u308a\u91cd\u8981\u306a\u60c5\u5831\u3092\u4f1d\u3048\u308b\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Automated personalization \u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u81ea\u52d5\u5316\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-automated-personalization\" class=\"term-title\">Automated personalization (\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u81ea\u52d5\u5316)<\/a><p class=\"term-description\">\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u81ea\u52d5\u5316\u3068\u306f\u3001AI\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u6d3b\u7528\u3057\u3066\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u884c\u52d5\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u305f\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u4f53\u9a13\u3092\u81ea\u52d5\u7684\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3059\u3002AI\u3092\u4f7f\u3063\u305f\u81ea\u52d5\u5316\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u52b9\u7387\u5316\u3084\u3001\u9867\u5ba2\u306e\u30e6\u30fc\u30b6\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u6700\u65b0\u6280\u8853\u3067\u306f\u3001\u30c7\u30fc\u30bf\u30b5\u30a4\u30a8\u30f3\u30c6\u30a3\u30b9\u30c8\u3068\u3057\u3066\u306e\u77e5\u898b\u304c\u306a\u304f\u3068\u3082\u3001\u30c7\u30fc\u30bf\u30c9\u30ea\u30d6\u30f3\u306a\u52b9\u7387\u5316\u3068\u6700\u9069\u5316\u3092\u5bb9\u6613\u306b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Automation in customer service \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u81ea\u52d5\u5316\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-automation-in-customer-service\" class=\"term-title\">Automation in customer service (\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u81ea\u52d5\u5316)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u81ea\u52d5\u5316\u306f\u3001\u4f1a\u8a71\u578bAI\u30dc\u30c3\u30c8\u306a\u3069\u306e\u6280\u8853\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u904e\u5270\u306a\u4eba\u9593\u306e\u4ecb\u5165\u3092\u751f\u307e\u306a\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u696d\u52d9\u306e\u6d41\u308c\u3092\u69cb\u7bc9\u3057\u307e\u3059\u3002\u3053\u306e\u81ea\u52d5\u5316\u3092\u9069\u5207\u306b\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u3084\u554f\u984c\u3092\u4e00\u8cab\u3057\u3066\u52b9\u7387\u7684\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u81ea\u52d5\u5316\u3092\u884c\u3046\u3053\u3068\u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u5186\u6ed1\u306b\u306a\u308a\u3001\u3088\u308a\u30b9\u30e0\u30fc\u30ba\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u63d0\u4f9b\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-B\" data-display-count=\"5\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">B<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Back office optimization \u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u6700\u9069\u5316\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-back-office-optimization\" class=\"term-title\">Back office optimization (\u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u6700\u9069\u5316\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u6700\u9069\u5316\u3068\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u767a\u751f\u3059\u308b\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30bf\u30b9\u30af\u3092\u5408\u7406\u5316\u30fb\u81ea\u52d5\u5316\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Back-office workforce management \u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-back-office-management\" class=\"term-title\">Back-office workforce management (\u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u9867\u5ba2\u5bfe\u5fdc\u4ee5\u5916\u306e\u696d\u52d9\u306b\u5f93\u4e8b\u3059\u308b\u30b9\u30bf\u30c3\u30d5\u306e\u696d\u52d9\u91cf\u3084\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u52b9\u7387\u7684\u306b\u7ba1\u7406\u30fb\u6700\u9069\u5316\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u30c7\u30fc\u30bf\u51e6\u7406\u3084\u4e8b\u52d9\u4f5c\u696d\u306a\u3069\u3092\u5bfe\u8c61\u3068\u3057\u3001\u696d\u52d9\u5168\u4f53\u306e\u751f\u7523\u6027\u5411\u4e0a\u3068\u30ea\u30bd\u30fc\u30b9\u306e\u6709\u52b9\u6d3b\u7528\u3092\u652f\u63f4\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Bias AI \u30d0\u30a4\u30a2\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-bias\" class=\"term-title\">Bias (AI \u30d0\u30a4\u30a2\u30b9)<\/a><p class=\"term-description\">AI\u306b\u304a\u3051\u308b\u30d0\u30a4\u30a2\u30b9\u3068\u306f\u3001AI\u30e2\u30c7\u30eb\u304c\u30c7\u30fc\u30bf\u3092\u89e3\u91c8\u3057\u3001\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u969b\u306e\u4f53\u7cfb\u7684\u306a\u30a8\u30e9\u30fc\u3092\u6307\u3057\u307e\u3059\u3002\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306b\u4f7f\u7528\u3057\u305f\u30c7\u30fc\u30bf\u304c\u30a2\u30f3\u30d0\u30e9\u30f3\u30b9\u3067\u3042\u308b\u305f\u3081\u306b\u767a\u751f\u3059\u308b\u3053\u3068\u304c\u3088\u304f\u3042\u308a\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u30d0\u30a4\u30a2\u30b9\u304c\u3042\u308b\u3068\u3001\u610f\u56f3\u306e\u8aa4\u89e3\u3001\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u306e\u4e0d\u5747\u4e00\u3001\u56fa\u5b9a\u89b3\u5ff5\u306e\u52a9\u9577\u306a\u3069\u3001\u7279\u5b9a\u306e\u9867\u5ba2\u30b0\u30eb\u30fc\u30d7\u3078\u306e\u4e0d\u516c\u5e73\u307e\u305f\u306f\u4e00\u8cab\u6027\u306e\u306a\u3044\u6271\u3044\u306b\u3064\u306a\u304c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30d0\u30a4\u30a2\u30b9\u306e\u89e3\u6d88\u306f\u3001\u502b\u7406\u7684\u3067\u5305\u62ec\u7684\u306aAI\u30b7\u30b9\u30c6\u30e0\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u3067\u3042\u308a\u3001\u30d0\u30a4\u30a2\u30b9\u3092\u306a\u304f\u3057\u3066\u521d\u3081\u3066\u3001\u516c\u6b63\u3067\u4fe1\u983c\u6027\u306e\u9ad8\u3044\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Brand reputation and awareness \u30d6\u30e9\u30f3\u30c9\u306e\u8a8d\u77e5\u5ea6\u3068\u8a55\u5224\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-brand-reputation-and-awareness\" class=\"term-title\">Brand reputation and awareness (\u30d6\u30e9\u30f3\u30c9\u306e\u8a8d\u77e5\u5ea6\u3068\u8a55\u5224)<\/a><p class=\"term-description\">\u30d6\u30e9\u30f3\u30c9\u306e\u8a55\u5224\u3068\u8a8d\u77e5\u5ea6\u306f\u3001\u4e16\u9593\u3084\u4e00\u822c\u306e\u4eba\u3005\u304c\u305d\u306e\u30d6\u30e9\u30f3\u30c9\u306b\u3064\u3044\u3066\u3069\u308c\u3060\u3051\u77e5\u3063\u3066\u3044\u308b\u304b\u3001\u3069\u306e\u3088\u3046\u306b\u8a55\u4fa1\u3057\u3066\u3044\u308b\u304b\u3092\u8868\u3059\u6307\u6a19\u3067\u3059\u3002\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6d3b\u52d5\u3084\u3001\u30a4\u30d9\u30f3\u30c8\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u53e3\u30b3\u30df\u306a\u3069\u304c\u5927\u304d\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u597d\u610f\u7684\u306a\u8a55\u5224\u3092\u7bc9\u304f\u305f\u3081\u306b\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u63d0\u4f9b\u306f\u3001\u91cd\u8981\u3067\u3059\u3002\u4f01\u696d\u304c\u512a\u308c\u305fCX\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u8a55\u5224\u3068\u8a8d\u77e5\u5ea6\u306e\u5411\u4e0a\u304c\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Bring Your Own SMS (BYO SMS) \u65e2\u5b58\u306eSMS\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u63a5\u7d9a\u6a5f\u80fd (BYO SMS)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/bring-your-own-sms\" class=\"term-title\">Bring Your Own SMS (BYO SMS) (\u65e2\u5b58\u306eSMS\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u63a5\u7d9a\u6a5f\u80fd (BYO SMS))<\/a><p class=\"term-description\">\u65e2\u5b58\u306eSMS\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u63a5\u7d9a\u6a5f\u80fd\uff08BYO SMS\uff1aBring Your Own Short Message Service\uff09\u306f\u3001\u73fe\u5728\u5229\u7528\u3057\u3066\u3044\u308bSMS\u30b5\u30fc\u30d3\u30b9\u3092\u30b7\u30e7\u30fc\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8P2P\u3084Twilio\u7d4c\u7531\u3067Genesys Cloud\u306b\u76f4\u63a5\u63a5\u7d9a\u3067\u304d\u308b\u6a5f\u80fd\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u7d44\u7e54\u306f\u65e2\u5b58\u306eSMS\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u3068\u306e\u5951\u7d04\u3092\u7dad\u6301\u3057\u305f\u307e\u307e\u3001Genesys Cloud\u306e\u6a19\u6e96SMS\u6a5f\u80fd\u3092\u5229\u7528\u3067\u304d\u307e\u3059\u3002SMS\u306e\u9001\u53d7\u4fe1\u3092\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u4e0a\u3067\u4e00\u5143\u7ba1\u7406\u3067\u304d\u308b\u305f\u3081\u3001\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u3092\u5909\u66f4\u3059\u308b\u5fc5\u8981\u304c\u306a\u304f\u3001\u3059\u3079\u3066\u306e\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u3067\u4e00\u8cab\u3057\u305f\u9867\u5ba2\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-C\" data-display-count=\"57\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">C<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Call center \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-call-center\" class=\"term-title\">Call center (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u96fb\u8a71\u306b\u3088\u308b\u9867\u5ba2\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u62c5\u5f53\u3059\u308b\u7d44\u7e54\u3067\u3042\u308a\u3001\u305d\u306e\u591a\u304f\u3067\u306f\u81ea\u52d5\u5316\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u5c0e\u5165\u3057\u3001\u97f3\u58f0\u306b\u3088\u308b\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\/\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u3084\u5404\u7a2e\u6848\u5185\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center coaching \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30fc\u30c1\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/call-center-coaching\" class=\"term-title\">Call center coaching (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30fc\u30c1\u30f3\u30b0)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30fc\u30c1\u30f3\u30b0\u3068\u306f\u30011\u5bfe1\u306e\u6307\u5c0e\u3092\u901a\u3058\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u529b\u3084\u8ab2\u984c\u89e3\u6c7a\u529b\u3001\u9867\u5ba2\u5bfe\u5fdc\u30b9\u30ad\u30eb\u3092\u9ad8\u3081\u308b\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002\u7d99\u7d9a\u7684\u306a\u6307\u5c0e\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6210\u9577\u3092\u4fc3\u3057\u3001\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u54c1\u8cea\u5411\u4e0a\u3068\u4f01\u696d\u76ee\u6a19\u306e\u9054\u6210\u306b\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center CRM \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eCRM\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-call-center-crm\" class=\"term-title\">Call center CRM (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eCRM)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30ec\u30fc\u30b7\u30e7\u30f3\u7ba1\u7406\uff08CRM\uff09\u306f\u3001\u91cd\u8981\u306a\u9867\u5ba2\u60c5\u5831\u3092\u4fdd\u5b58\u3057\u3001\u30a2\u30ab\u30a6\u30f3\u30c8\u306e\u8a73\u7d30\u3084\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5c65\u6b74\u3068\u3044\u3063\u305f\u9867\u5ba2\u30c7\u30fc\u30bf\u3078\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3088\u308b\u30a2\u30af\u30bb\u30b9\u3092\u5bb9\u6613\u306b\u3059\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center management \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-call-center-management\" class=\"term-title\">Call center management (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u4e88\u6e2c\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3001\u30ec\u30dd\u30fc\u30c8\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306a\u3069\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u65e5\u5e38\u696d\u52d9\u3092\u7ba1\u7406\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center workforce optimization \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-call-center-workforce-optimization\" class=\"term-title\">Call center workforce optimization (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u3068\u306f\u3001\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3001\u4eba\u6750\u306e\u8cea\u3001\u81ea\u52d5\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u8fd1\u4ee3\u5316\u3092\u4e2d\u5fc3\u3068\u3057\u305f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u6226\u7565\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Call center workforce planning \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-call-center-workforce-planning\" class=\"term-title\">Call center workforce planning (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u4eba\u54e1\u914d\u7f6e\u3084\u4eba\u6750\u6d3b\u7528\u306b\u95a2\u3059\u308b\u6226\u7565\u7684\u8981\u7d20\u3084\u904b\u7528\u7684\u8981\u7d20\u3092\u7d44\u7e54\u306e\u76ee\u6a19\u306b\u5408\u308f\u305b\u3066\u8abf\u6574\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Capacity planning \u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u30fc\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-capacity-planning\" class=\"term-title\">Capacity planning (\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u30fc\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0)<\/a><p class=\"term-description\">\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u30fc\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\u3001\u5c06\u6765\u7684\u306a\u696d\u52d9\u91cf\u3092\u898b\u8d8a\u3057\u3066\u3001\u5fc5\u8981\u306a\u4eba\u54e1\u3084\u30b7\u30b9\u30c6\u30e0\u74b0\u5883\u3092\u3042\u3089\u304b\u3058\u3081\u6574\u3048\u3066\u304a\u304f\u8a08\u753b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u9069\u5207\u306a\u30ea\u30bd\u30fc\u30b9\u914d\u5206\u306b\u3088\u308a\u3001\u696d\u52d9\u306e\u6df7\u4e71\u3092\u9632\u304e\u3001\u9867\u5ba2\u5bfe\u5fdc\u306e\u8cea\u3068\u52b9\u7387\u3092\u5b89\u5b9a\u3057\u3066\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Chat messages \u30c1\u30e3\u30c3\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-chat-messages\" class=\"term-title\">Chat messages (\u30c1\u30e3\u30c3\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30c1\u30e3\u30c3\u30c8\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u3001\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u4e0a\u3067\u884c\u3046\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306e1\u3064\u3067\u3059\u3002\u591a\u304f\u306e\u5834\u5408\u3001Web\u30b5\u30a4\u30c8\u4e0a\u3067\u30dc\u30c3\u30c8\u307e\u305f\u306f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u5bfe\u8a71\u3057\u3066\u8cea\u554f\u3084\u61f8\u5ff5\u3092\u89e3\u6c7a\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud call center \u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-cloud-call-center\" class=\"term-title\">Cloud call center (\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u96fb\u8a71\u3084\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u51e6\u7406\u3059\u308bWeb\u30a2\u30af\u30bb\u30b9\u53ef\u80fd\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud contact center  \u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-cloud-contact-center\" class=\"term-title\">Cloud contact center  (\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc)<\/a><p class=\"term-description\">\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u4f01\u696d\u304c\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u3092\u4ecb\u3057\u3066\u9867\u5ba2\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3084\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u7ba1\u7406\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3078\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Cloud-based WFM \u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e WFM\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-cloud-based-wfm\" class=\"term-title\">Cloud-based WFM (\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e WFM)<\/a><p class=\"term-description\">\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\uff08WFM\uff09\u3068\u306f\u3001\u30af\u30e9\u30a6\u30c9\u4e0a\u3067\u30db\u30b9\u30c8\u3055\u308c\u308bWFM\u30b7\u30b9\u30c6\u30e0\u306e\u3053\u3068\u3067\u3042\u308a\u3001\u7d44\u7e54\u306b\u67d4\u8edf\u6027\u30fb\u62e1\u5f35\u6027\u30fb\u30ea\u30e2\u30fc\u30c8\u30a2\u30af\u30bb\u30b9\u3092\u63d0\u4f9b\u3057\u306a\u304c\u3089\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3001\u4e88\u6e2c\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306e\u6700\u9069\u5316\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Compliance (labor laws) \u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\uff08\u52b4\u50cd\u6cd5\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-compliance-labor-laws\" class=\"term-title\">Compliance (labor laws) (\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\uff08\u52b4\u50cd\u6cd5\uff09)<\/a><p class=\"term-description\">\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\uff08\u52b4\u50cd\u6cd5\uff09\u3068\u306f\u3001\u5f93\u696d\u54e1\u306e\u52b4\u50cd\u6642\u9593\u3084\u8cc3\u91d1\u3001\u8077\u5834\u74b0\u5883\u306a\u3069\u306b\u95a2\u3059\u308b\u6cd5\u5f8b\u3084\u898f\u5236\u3092\u6b63\u3057\u304f\u5b88\u308b\u3053\u3068\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u304c\u516c\u5e73\u306b\u6271\u308f\u308c\u308b\u3068\u3068\u3082\u306b\u3001\u4f01\u696d\u306e\u6cd5\u7684\u30ea\u30b9\u30af\u3092\u56de\u907f\u3057\u3001\u5065\u5168\u3067\u524d\u5411\u304d\u306a\u8077\u5834\u3065\u304f\u308a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Consistent customer experience \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX \uff09\u306e\u4e00\u8cab\u6027\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-consistent-customer-experience\" class=\"term-title\">Consistent customer experience (\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX \uff09\u306e\u4e00\u8cab\u6027)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u4e00\u8cab\u6027\u3092\u4fdd\u3064\u3053\u3068\u306f\u91cd\u8981\u3067\u3059\u3002\u4e00\u8cab\u3057\u305f\u30b5\u30dd\u30fc\u30c8\u5bfe\u5fdc\u3068\u30c7\u30fc\u30bf\u84c4\u7a4d\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u30d6\u30e9\u30f3\u30c9\u304c\u63d0\u4f9b\u3059\u308b\u3059\u3079\u3066\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u30c1\u30e3\u30cd\u30eb\u306b\u304a\u3044\u3066\u3001\u3069\u306e\u5a92\u4f53\u3084\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3082\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u306f\u3069\u306e\u63a5\u70b9\u3067\u3082\u7d71\u4e00\u3055\u308c\u305f\u54c1\u8cea\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u53d7\u3051\u3089\u308c\u3001\u30d6\u30e9\u30f3\u30c9\u3078\u306e\u4fe1\u983c\u611f\u3068\u6e80\u8db3\u5ea6\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Consumer behavior \u6d88\u8cbb\u8005\u884c\u52d5\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-consumer-behavior\" class=\"term-title\">Consumer behavior (\u6d88\u8cbb\u8005\u884c\u52d5)<\/a><p class=\"term-description\">\u6d88\u8cbb\u8005\u884c\u52d5\u3067\u306f\u3001\u500b\u4eba\u304c\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u8cfc\u5165\u3059\u308b\u969b\u306b\u3069\u306e\u3088\u3046\u306a\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u304b\u3092\u7814\u7a76\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u305d\u306e\u9078\u629e\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u8981\u56e0\u306b\u3064\u3044\u3066\u8003\u5bdf\u3057\u307e\u3059\u3002\u6d88\u8cbb\u8005\u884c\u52d5\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3001\u88fd\u54c1\u958b\u767a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565\u3092\u8abf\u6574\u3057\u3066\u3001\u3088\u308a\u52b9\u679c\u7684\u306b\u6d88\u8cbb\u8005\u30cb\u30fc\u30ba\u306b\u5fdc\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-contact-center\" class=\"term-title\">Contact center (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc)<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\u3001\u96fb\u8a71\u3001\u96fb\u5b50\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30c1\u30e3\u30cd\u30eb\u306b\u308f\u305f\u308b\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u7ba1\u7406\u3059\u308b\u4e2d\u592e\u306e\u65bd\u8a2d\u307e\u305f\u306f\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center as a service (CCaaS) \u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\uff08CCaaS\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-as-a-service\" class=\"term-title\">Contact center as a service (CCaaS) (\u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\uff08CCaaS\uff09)<\/a><p class=\"term-description\">\u30b5\u30fc\u30d3\u30b9\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\uff08CCaaS\uff09\u306f\u3001\u30b5\u30d6\u30b9\u30af\u30ea\u30d7\u30b7\u30e7\u30f3\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u6a5f\u80fd\u3092\u63d0\u4f9b\u3059\u308b\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center CRM \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fcCRM\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-crm\" class=\"term-title\">Contact center CRM (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fcCRM)<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ab\u30b9\u30bf\u30de\u30ea\u30ec\u30fc\u30b7\u30e7\u30f3\u30b7\u30c3\u30d7\u30fb\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\uff08CRM\uff09\u306f\u3001\u5f93\u696d\u54e1\u304c\u30a2\u30ab\u30a6\u30f3\u30c8\u60c5\u5831\u3068\u5c65\u6b74\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3042\u308a\u3001\u97f3\u58f0\u3001\u30a6\u30a7\u30d6\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u306a\u3069\u306e\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center CRM systems \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306eCRM \u30b7\u30b9\u30c6\u30e0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-contact-center-crm-systems\" class=\"term-title\">Contact center CRM systems (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306eCRM \u30b7\u30b9\u30c6\u30e0)<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30ec\u30fc\u30b7\u30e7\u30f3\u7ba1\u7406\uff08CRM\uff09\u30b7\u30b9\u30c6\u30e0\u306f\u3001\u9867\u5ba2\u30e9\u30a4\u30d5\u30b5\u30a4\u30af\u30eb\u5168\u4f53\u3092\u901a\u3058\u3066\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3084\u30c7\u30fc\u30bf\u3092\u7ba1\u7406\u30fb\u5206\u6790\u3059\u308b\u305f\u3081\u306b\u8a2d\u8a08\u3055\u308c\u305f\u3001\u4e00\u9023\u306e\u5c02\u7528\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center management \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-management\" class=\"term-title\">Contact center management (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u5f93\u696d\u54e1\u306e\u65e5\u5e38\u696d\u52d9\u3092\u7ba1\u7406\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center shrinkage \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u96fb\u8a71\u6642\u9593\u5916\u6bd4\u7387\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-shrinkage\" class=\"term-title\">Contact center shrinkage (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u96fb\u8a71\u6642\u9593\u5916\u6bd4\u7387)<\/a><p class=\"term-description\">\u96fb\u8a71\u6642\u9593\u5916\u6bd4\u7387\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u5bfe\u5fdc\u3067\u304d\u306a\u3044\u6642\u9593\u3067\u3042\u308a\u3001\u4eba\u54e1\u914d\u7f6e\u3084\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workflow management \u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workflow-management\" class=\"term-title\">Contact center workflow management (\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u81ea\u52d5\u5316\u3092\u4f7f\u7528\u3057\u3066\u4f1a\u793e\u306e\u30d3\u30b8\u30cd\u30b9\u30d7\u30ed\u30bb\u30b9\u3092\u6700\u9069\u5316\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce management \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8(WFM)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-workforce-management\" class=\"term-title\">Contact center workforce management (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8(WFM))<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u3042\u308c\u3070\u3001\u52b9\u7387\u7684\u306a\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3068\u4eba\u54e1\u914d\u7f6e\u3092\u5b9f\u73fe\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u76ee\u6a19\u3092\u9054\u6210\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce optimization \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-workforce-optimization\" class=\"term-title\">Contact center workforce optimization (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\uff08WFO\uff09\u3068\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u30d7\u30ed\u30bb\u30b9\u3092\u7d71\u5408\u3057\u3066\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u6226\u7565\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contact center workforce planning \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contact-center-workforce-planning\" class=\"term-title\">Contact center workforce planning (\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3068\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u4eba\u54e1\u914d\u7f6e\u3084\u4eba\u6750\u6d3b\u7528\u306b\u95a2\u3059\u308b\u6226\u7565\u7684\u8981\u7d20\u3084\u904b\u7528\u7684\u8981\u7d20\u3092\u7d44\u7e54\u306e\u76ee\u6a19\u306b\u5408\u308f\u305b\u3066\u8abf\u6574\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Contextual support in customer service \u72b6\u6cc1\u5225\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30af\u30bb\u30b9\u30b5\u30dd\u30fc\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-contextual-support-in-customer-service\" class=\"term-title\">Contextual support in customer service (\u72b6\u6cc1\u5225\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30af\u30bb\u30b9\u30b5\u30dd\u30fc\u30c8)<\/a><p class=\"term-description\">\u72b6\u6cc1\u5225\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30af\u30bb\u30b9\u30b5\u30dd\u30fc\u30c8\u306f\u3001\u9867\u5ba2\u306e\u904e\u53bb\u3084\u73fe\u5728\u306e\u30cb\u30fc\u30ba\u3092\u8003\u616e\u3057\u3001\u6b21\u306b\u5fc5\u8981\u3068\u306a\u308b\u30b5\u30dd\u30fc\u30c8\u3092\u4e88\u6e2c\u3057\u3066\u63d0\u4f9b\u3059\u308b\u52b9\u679c\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u65b9\u6cd5\u3067\u3059\u3002AI\uff08\u4eba\u5de5\u77e5\u80fd\uff09\u306f\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\u3092\u4f7f\u3063\u3066\u9867\u5ba2\u306e\u58f0\u3092\u805e\u304d\u53d6\u308a\u3001\u72b6\u6cc1\u3092\u7406\u89e3\u3057\u3001\u9069\u5207\u306a\u30b5\u30dd\u30fc\u30c8\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4eba\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\u304c\u5fc5\u8981\u306a\u5834\u5408\u306e\u5224\u65ad\u3082\u81ea\u52d5\u3067\u884c\u3044\u3001\u4f1a\u8a71\u5c65\u6b74\u3084\u95a2\u9023\u30ca\u30ec\u30c3\u30b8\u3092\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5f15\u304d\u7d99\u3050\u3053\u3068\u3067\u3001\u30b9\u30e0\u30fc\u30ba\u306a\u5bfe\u5fdc\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational AI \u5bfe\u8a71\u578bAI\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-conversational-ai\" class=\"term-title\">Conversational AI (\u5bfe\u8a71\u578bAI)<\/a><p class=\"term-description\">\u5bfe\u8a71\u578bAI\u306f\u3001\u4eba\u9593\u306e\u8a00\u8a9e\u3092\u7406\u89e3\u3057\u3001\u81ea\u7136\u306a\u3084\u308a\u53d6\u308a\u3092\u53ef\u80fd\u306b\u3059\u308b\u6280\u8853\u3067\u3059\u3002\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3084\u97f3\u58f0\u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u304c\u305d\u306e\u4ee3\u8868\u4f8b\u3067\u3001\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\uff08NLP\uff09\u306b\u3088\u308a\u30e6\u30fc\u30b6\u30fc\u306e\u610f\u56f3\u3084\u611f\u60c5\u3092\u8aad\u307f\u53d6\u308a\u3001\u6700\u9069\u306a\u5fdc\u7b54\u3092\u884c\u3044\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3044\u3066\u306f\u3001\u500b\u5225\u5bfe\u5fdc\u306e\u81ea\u52d5\u5316\u308424\u6642\u9593\u4f53\u5236\u306e\u30b5\u30dd\u30fc\u30c8\u3092\u5b9f\u73fe\u3057\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u8907\u96d1\u306a\u554f\u3044\u5408\u308f\u305b\u3092\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5f15\u304d\u7d99\u3050\u3053\u3068\u3067\u3001\u52b9\u7387\u7684\u304b\u3064\u9ad8\u54c1\u8cea\u306a\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational intelligence \u4f1a\u8a71\u578b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-conversational-intelligence\" class=\"term-title\">Conversational intelligence (\u4f1a\u8a71\u578b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9)<\/a><p class=\"term-description\">\u4f1a\u8a71\u578b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\uff08Conversational Intelligence\uff09\u306f\u3001\u97f3\u58f0\u3084\u30c6\u30ad\u30b9\u30c8\u3092\u901a\u3058\u305f\u9867\u5ba2\u3068\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u3084\u308a\u53d6\u308a\u3092\u5206\u6790\u3057\u3001\u611f\u60c5\u3084\u610f\u56f3\u3001\u4f53\u9a13\u306b\u95a2\u3059\u308b\u6709\u76ca\u306a\u60c5\u5831\u3092\u62bd\u51fa\u3059\u308b\u6280\u8853\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Conversational IVR \u5bfe\u8a71\u578bIVR\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-conversational-ivr\" class=\"term-title\">Conversational IVR (\u5bfe\u8a71\u578bIVR)<\/a><p class=\"term-description\">\u5bfe\u8a71\u578bIVR\uff08\u30a4\u30f3\u30bf\u30e9\u30af\u30c6\u30a3\u30d6\u97f3\u58f0\u5fdc\u7b54\uff09\u3068\u306f\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u642d\u8f09\u3057\u305f\u96fb\u8a71\u30b7\u30b9\u30c6\u30e0\u3067\u3001\u767a\u4fe1\u8005\u304c\u5f93\u6765\u306e\u30e1\u30cb\u30e5\u30fc\u64cd\u4f5c\u3067\u306f\u306a\u304f\u3001\u97f3\u58f0\u306b\u3088\u308b\u81ea\u7136\u306a\u5bfe\u8a71\u3067\u76ee\u7684\u3092\u4f1d\u3048\u3089\u308c\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Cross-functional collaboration \u90e8\u7f72\u9593\u306eCX\u9023\u643a\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-cross-functional-collaboration\" class=\"term-title\">Cross-functional collaboration (\u90e8\u7f72\u9593\u306eCX\u9023\u643a)<\/a><p class=\"term-description\">\u90e8\u7f72\u9593\u306eCX\u9023\u643a\u3067\u306f\u3001\u4f01\u696d\u5185\u306e\u90e8\u9580\u9593\u306e\u58c1\u3092\u53d6\u308a\u6255\u3044\u3001\u5171\u901a\u306e\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5411\u3051\u3066\u9023\u643a\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u90e8\u9580\u9593\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3084\u30c7\u30fc\u30bf\u5171\u6709\u304c\u3001\u9867\u5ba2\u306b\u4e00\u8cab\u3057\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u57fa\u76e4\u3068\u306a\u308a\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u30a8\u30f3\u30c9\u30fb\u30c4\u30fc\u30fb\u30a8\u30f3\u30c9\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer behavior analysis \u9867\u5ba2\u884c\u52d5\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-behavior-analysis\" class=\"term-title\">Customer behavior analysis (\u9867\u5ba2\u884c\u52d5\u5206\u6790)<\/a><p class=\"term-description\">\u9867\u5ba2\u884c\u52d5\u5206\u6790\u306f\u3001AI\u6280\u8853\u3092\u7528\u3044\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u52d5\u7684\u306b\u7ba1\u7406\u30fb\u6700\u9069\u5316\u3059\u308b\u305f\u3081\u306e\u5206\u6790\u624b\u6cd5\u3067\u3059\u3002AI\u306f\u9867\u5ba2\u306e\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304b\u3089\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3057\u3001\u9867\u5ba2\u304c\u3069\u306e\u5834\u6240\u3092\u8a2a\u308c\u305f\u304b\u3092\u628a\u63e1\u3057\u3066\u6b21\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u4e88\u6e2c\u3057\u3001\u63d0\u6848\u3057\u307e\u3059\u3002AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u5927\u898f\u6a21\u306a\u4eba\u6570\u306e\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u3082\u500b\u5225\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305fCX\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer behavior analytics \u9867\u5ba2\u884c\u52d5\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-customer-behavior-analytics\" class=\"term-title\">Customer behavior analytics (\u9867\u5ba2\u884c\u52d5\u5206\u6790)<\/a><p class=\"term-description\">\u9867\u5ba2\u884c\u52d5\u5206\u6790\u3068\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30c1\u30e3\u30cd\u30eb\u306b\u304a\u3051\u308b\u30d6\u30e9\u30f3\u30c9\u3068\u9867\u5ba2\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5206\u6790\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u884c\u52d5\u30d1\u30bf\u30fc\u30f3\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565\u3092\u901a\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u9069\u5316\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5411\u4e0a\u3055\u305b\u3001\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u3092\u4fc3\u9032\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer churn \u9867\u5ba2\u89e3\u7d04\u7387\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u306e\u30c1\u30e3\u30fc\u30f3\u30ec\u30fc\u30c8\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-churn\" class=\"term-title\">Customer churn (\u9867\u5ba2\u89e3\u7d04\u7387\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u306e\u30c1\u30e3\u30fc\u30f3\u30ec\u30fc\u30c8\uff09)<\/a><p class=\"term-description\">\u9867\u5ba2\u89e3\u7d04\u7387\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30c1\u30e3\u30fc\u30f3\u30ec\u30fc\u30c8\uff09\u306f\u3001\u9867\u5ba2\u3068\u306e\u53d6\u5f15\u304c\u505c\u6b62\u3055\u308c\u305f\u5272\u5408\u306e\u3053\u3068\u3067\u3059\u3002\u4e3b\u306a\u89e3\u7d04\u306e\u539f\u56e0\u306b\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u4e0d\u6e80\u3084\u3001\u7af6\u5408\u4ed6\u793e\u306e\u8cfc\u8cb7\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002\u6700\u9069\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u3068\u306e\u611f\u60c5\u7684\u306a\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u5f37\u5316\u3055\u308c\u3001\u9867\u5ba2\u89e3\u7d04\u7387\u306e\u4f4e\u4e0b\u3084\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer data integration \u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u7d71\u5408\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-data-integration\" class=\"term-title\">Customer data integration (\u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u7d71\u5408)<\/a><p class=\"term-description\">\u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u7d71\u5408\u306f\u3001AI\u3092\u6d3b\u7528\u3057\u3066\u5404\u9867\u5ba2\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u30d7\u30ed\u30bb\u30b9\u306e\u3072\u3068\u3064\u3067\u3059\u3002AI\u6a5f\u80fd\u304c\u7d44\u307f\u8fbc\u307e\u308c\u3066\u3044\u308b\u6700\u65b0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u306f\u3001\u30b0\u30ed\u30fc\u30d0\u30eb\u898f\u6a21\u3067\u500b\u3005\u306e\u9867\u5ba2\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u305f\u5bfe\u5fdc\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002AI\u306f\u9867\u5ba2\u306e\u610f\u56f3\u3092\u4e88\u6e2c\u3057\u3001\u8fc5\u901f\u306a\u89e3\u6c7a\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u652f\u63f4\u304c\u5fc5\u8981\u306a\u5834\u5408\u306b\u306f\u3001\u3059\u3079\u3066\u306e\u4f1a\u8a71\u5c65\u6b74\u3068\u72b6\u6cc1\u3092\u5373\u5ea7\u306b\u63d0\u4f9b\u3057\u3066\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u9867\u5ba2\u30b5\u30dd\u30fc\u30c8\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer data platform (CDP) \u9867\u5ba2\u30c7\u30fc\u30bf\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\uff08CDP\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-customer-data-platform-cdp\" class=\"term-title\">Customer data platform (CDP) (\u9867\u5ba2\u30c7\u30fc\u30bf\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\uff08CDP\uff09)<\/a><p class=\"term-description\">\u9867\u5ba2\u30c7\u30fc\u30bf\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\uff08CDP\uff09\u3068\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30bd\u30fc\u30b9\u304b\u3089\u306e\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u5358\u4e00\u306e\u7d71\u5408\u30d3\u30e5\u30fc\u306b\u96c6\u7d04\u3059\u308b\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3067\u3059\u3002CDP \u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5206\u6790\u3057\u3066\u884c\u52d5\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u6226\u7565\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002CDP \u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565\u306e\u91cd\u8981\u306a\u8981\u7d20\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u6700\u9069\u5316\u3059\u308b\u305f\u3081\u306b\u3001\u3059\u3079\u3066\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30c7\u30fc\u30bf\u3092 1 \u304b\u6240\u306b\u53ce\u96c6\u3057\u3066\u5206\u6790\u3067\u304d\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer data utilization \u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u6d3b\u7528\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-data-utilization\" class=\"term-title\">Customer data utilization (\u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u6d3b\u7528)<\/a><p class=\"term-description\">\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001AI\u3067\u9867\u5ba2\u884c\u52d5\u3084\u72b6\u6cc1\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5206\u6790\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u63d0\u6848\u3084\u304a\u3059\u3059\u3081\u306a\u3069\u306e\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u63d0\u6848\u306f\u3001\u3088\u308a\u8cea\u306e\u9ad8\u3044\u30b5\u30fc\u30d3\u30b9\u306e\u63d0\u4f9b\u3084\u8cfc\u8cb7\u7387\u306e\u5411\u4e0a\u306b\u5927\u304d\u304f\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience (CX) \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\/\u9867\u5ba2\u4f53\u9a13)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-experience\" class=\"term-title\">Customer experience (CX) (\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\/\u9867\u5ba2\u4f53\u9a13))<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\/\u9867\u5ba2\u4f53\u9a13\uff09\u3068\u306f\u3001\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u3068\u95a2\u308f\u308b\u3059\u3079\u3066\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u901a\u3058\u3066\u5f97\u3089\u308c\u308b\u3001\u4e00\u9023\u306e\u4f53\u9a13\u5168\u4f53\u3092\u6307\u3057\u307e\u3059\u3002\u6700\u521d\u306e\u8a8d\u77e5\u304b\u3089\u8cfc\u5165\u3001\u7d99\u7d9a\u7684\u306a\u30b5\u30dd\u30fc\u30c8\u3001\u3055\u3089\u306b\u306f\u305d\u306e\u5148\u306b\u81f3\u308b\u307e\u3067\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u4f7f\u3044\u3084\u3059\u3055\u3084\u4e00\u8cab\u6027\u3068\u3044\u3063\u305f\u6a5f\u80fd\u7684\u306a\u8981\u7d20\u306b\u52a0\u3048\u3001\u4fe1\u983c\u3084\u6e80\u8db3\u611f\u3068\u3044\u3063\u305f\u611f\u60c5\u7684\u306a\u5074\u9762\u3082CX\u306e\u91cd\u8981\u306a\u8981\u7d20\u3067\u3059\u3002\u5f37\u529b\u306aCX\u6226\u7565\u306f\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u304b\u3089\u30b5\u30dd\u30fc\u30c8\u307e\u3067\u3001\u3059\u3079\u3066\u306e\u90e8\u9580\u3092\u9023\u643a\u3055\u305b\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304c\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u306b\u4e00\u8cab\u3057\u3066\u5fdc\u3048\u3001\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002\u512a\u308c\u305fCX\u306f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3084\u9867\u5ba2\u304b\u3089\u306e\u63a8\u85a6\u3001\u7af6\u4e89\u512a\u4f4d\u6027\u306e\u6e90\u3068\u306a\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306e\u53ce\u96c6\u3084\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u306a\u3069\u306e\u6307\u6a19\u306e\u76e3\u8996\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3092\u901a\u3058\u3066\u3001CX\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience metrics \u9867\u5ba2\u4f53\u9a13 (CX) \u6307\u6a19\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-customer-experience-metrics\" class=\"term-title\">Customer experience metrics (\u9867\u5ba2\u4f53\u9a13 (CX) \u6307\u6a19)<\/a><p class=\"term-description\">\u9867\u5ba2\u4f53\u9a13 (CX) \u6307\u6a19\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u3055\u307e\u3056\u307e\u306a\u5074\u9762\u3092\u6e2c\u5b9a\u3059\u308b\u4e3b\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u3067\u3059\u3002\u4ee3\u8868\u7684\u306a CX \u6307\u6a19\u306b\u306f\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u3001\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\u3001\u9867\u5ba2\u52aa\u529b\u76ee\u6a19\uff08CES\uff09\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u6307\u6a19\u306f\u3001\u9867\u5ba2\u30cb\u30fc\u30ba\u3092\u3069\u306e\u7a0b\u5ea6\u6e80\u305f\u3057\u3066\u3044\u308b\u304b\u3092\u8a55\u4fa1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer experience platform \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-customer-experience-platform\" class=\"term-title\">Customer experience platform (\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001AI\u3092\u6d3b\u7528\u3057\u3066\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3001\u9867\u5ba2\u306e\u884c\u52d5\u30d1\u30bf\u30fc\u30f3\u306e\u4e88\u6e2c\u306b\u57fa\u3065\u3044\u3066\u52b9\u679c\u7684\u306a\u5bfe\u5fdc\u65bd\u7b56\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001AI\u306b\u3088\u308b\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u4e88\u6e2c\u3067\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u30d9\u30fc\u30b9\u3067\u30bb\u30b0\u30e1\u30f3\u30c8\u3092\u4f5c\u6210\u3057\u3001\u4e88\u6e2c\u306b\u5fdc\u3058\u305f\u81ea\u52d5\u30aa\u30d5\u30a1\u30fc\u3084\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u5bfe\u5fdc\u3092\u5b9f\u65bd\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u904b\u55b6\u52b9\u7387\u3084\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer feedback analysis with AI \u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306eAI\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-feedback-analysis-with-ai\" class=\"term-title\">Customer feedback analysis with AI (\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306eAI\u5206\u6790)<\/a><p class=\"term-description\">\u9867\u5ba2\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u306eAI\u5206\u6790\u3067\u306f\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u53e3\u30b3\u30df\u3084\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3001\u96fb\u5b50\u30e1\u30fc\u30eb\u306a\u3069\u306e\u3055\u307e\u3056\u307e\u306a\u30c1\u30e3\u30cd\u30eb\u304b\u3089\u5f97\u3089\u308c\u308b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u89e3\u6790\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u81a8\u5927\u306a\u30c7\u30fc\u30bf\u304b\u3089\u91cd\u8981\u306a\u50be\u5411\u3084\u30d1\u30bf\u30fc\u30f3\u3092\u7d20\u65e9\u304f\u628a\u63e1\u3057\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3059\u308b\u305f\u3081\u306e\u8cb4\u91cd\u306a\u77e5\u898b\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3068\u4f01\u696d\u306e\u6210\u9577\u304c\u4fc3\u9032\u3055\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-customer-journey\" class=\"term-title\">Customer journey (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306f\u3001\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u3068\u95a2\u308f\u308b\u3059\u3079\u3066\u306e\u63a5\u70b9\u3068\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u8ffd\u8de1\u3059\u308b\u3082\u306e\u3067\u3001\u521d\u3081\u3066\u306e\u8a8d\u77e5\u304b\u3089\u8cfc\u5165\u5f8c\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u307e\u3067\u3092\u542b\u307f\u307e\u3059\u3002\u30aa\u30f3\u30e9\u30a4\u30f3\u8abf\u67fb\u3084\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3067\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u306e\u901a\u8a71\u3084\u30c1\u30e3\u30c3\u30c8\u3001\u5e97\u8217\u8a2a\u554f\u306a\u3069\u304c\u305d\u306e\u4f8b\u3067\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u53ef\u8996\u5316\uff08\u30de\u30c3\u30d4\u30f3\u30b0\uff09\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u5f85\u3061\u6642\u9593\u306e\u9577\u3055\u3084Web\u30b5\u30a4\u30c8\u306e\u4f7f\u3044\u306b\u304f\u3055\u3068\u3044\u3063\u305f\u6469\u64e6\u8981\u56e0\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u306b\u6e80\u8db3\u3084\u9a5a\u304d\u3092\u63d0\u4f9b\u3059\u308b\u6a5f\u4f1a\u3092\u898b\u3044\u3060\u305b\u307e\u3059\u3002\u5206\u6790\u306b\u3088\u308a\u3001\u30e6\u30fc\u30b6\u30fc\u884c\u52d5\u306b\u95a2\u3059\u308b\u8cb4\u91cd\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u304c\u5f97\u3089\u308c\u3001\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u6539\u5584\u3084\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u306e\u63d0\u4f9b\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u9069\u5207\u306b\u7ba1\u7406\u3055\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306f\u3001\u5909\u5316\u3059\u308b\u30cb\u30fc\u30ba\u306b\u5bfe\u5fdc\u3057\u306a\u304c\u3089\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u96e2\u308c\u306e\u9632\u6b62\u3068\u6301\u7d9a\u7684\u306a\u6210\u9577\u3092\u652f\u3048\u307e\u3059\u3002\u30fc\u306f\u3001\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u3068\u95a2\u308f\u308b\u3059\u3079\u3066\u306e\u63a5\u70b9\u3068\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u8ffd\u8de1\u3059\u308b\u3082\u306e\u3067\u3001\u521d\u3081\u3066\u306e\u767a\u898b\u304b\u3089\u8cfc\u5165\u5f8c\u306e\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u307e\u3067\u3092\u542b\u307f\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey governance \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30ac\u30d0\u30ca\u30f3\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-journey-governance\" class=\"term-title\">Customer journey governance (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30ac\u30d0\u30ca\u30f3\u30b9)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30ac\u30d0\u30ca\u30f3\u30b9\u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u3059\u3079\u3066\u306e\u63a5\u70b9\u306b\u304a\u3044\u3066\u4e00\u8cab\u3057\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u30eb\u30fc\u30eb\u3084\u67a0\u7d44\u307f\u3092\u6307\u3057\u307e\u3059\u3002CX(\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9)\u306e\u54c1\u8cea\u3092\u7dad\u6301\u3057\u3064\u3064\u3001\u696d\u52d9\u4e0a\u306e\u6574\u5408\u6027\u3084\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3082\u78ba\u4fdd\u3067\u304d\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001\u90e8\u9580\u3092\u8d85\u3048\u305f\u9023\u643a\u3068\u6a19\u6e96\u5316\u306b\u3088\u308a\u3001\u9867\u5ba2\u6e80\u8db3\u3068\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u306e\u4e21\u7acb\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey management \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-journey-management\" class=\"term-title\">Customer journey management (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u884c\u52d5\u306b\u57fa\u3065\u304f\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u306e\u5168\u4f53\u50cf\u3092\u7ba1\u7406\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u9867\u5ba2\u3084\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u95a2\u3059\u308b\u30c7\u30fc\u30bf\u304b\u3089\u3001AI\u304c\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3057\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u81ea\u52d5\u5316\u3068\u52b9\u7387\u5316\u3092\u56f3\u308a\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u30e6\u30fc\u30b6\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3064\u3064\u3001\u696d\u52d9\u52b9\u7387\u3082\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002\u3055\u3089\u306b\u3001\u6700\u65b0\u6280\u8853\u3092\u4f7f\u3046\u3053\u3068\u3067\u3001\u30c7\u30fc\u30bf\u30b5\u30a4\u30a8\u30f3\u30c6\u30a3\u30b9\u30c8\u304c\u3044\u306a\u304f\u3066\u3082\u7c21\u5358\u306b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u81ea\u52d5\u5316\u3092\u6d3b\u7528\u3067\u304d\u3001\u72b6\u6cc1\u628a\u63e1\u3068\u6700\u9069\u5316\u304c\u53ef\u80fd\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey map \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/customer-journey-map\" class=\"term-title\">Customer journey map (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3068\u306f\u3001\u9867\u5ba2\u304c\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u901a\u3058\u3066\u305f\u3069\u308b\u7d4c\u8def\u3084\u884c\u52d5\u3092\u3001\u6642\u9593\u306e\u7d4c\u904e\u3067\u6574\u7406\u3057\u3066\u8996\u899a\u5316\u3057\u305f\u3082\u306e\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3092\u4f5c\u6210\u3059\u308b\u3053\u3068\u3067\u3001\u3059\u3079\u3066\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u4e00\u76ee\u3067\u628a\u63e1\u3067\u304d\u3001\u30c1\u30fc\u30e0\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u969c\u5bb3\u3084\u6539\u5584\u30dd\u30a4\u30f3\u30c8\u3092\u7279\u5b9a\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u884c\u52d5\u3092\u7406\u89e3\u3057\u3001\u3088\u308a\u512a\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u30c4\u30fc\u30eb\u3068\u3057\u3066\u6d3b\u7528\u3055\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey optimization \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u6700\u9069\u5316\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-journey-optimization\" class=\"term-title\">Customer journey optimization (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u6700\u9069\u5316)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u6700\u9069\u5316\u3068\u306f\u3001\u3088\u308a\u30b9\u30e0\u30fc\u30ba\u3067\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u6539\u5584\u30fb\u8abf\u6574\u3059\u308b\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002\u6700\u9069\u5316\u306e\u4f8b\u3068\u3057\u3066\u306f\u3001\u30c1\u30e3\u30c3\u30c8\u578b\u306eAI\u30dc\u30c3\u30c8\u306e\u6d3b\u7528\u3084\u3001\u4e0d\u5fc5\u8981\u306b\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u306e\u4ecb\u5165\u304c\u8d77\u3053\u3089\u306a\u3044\u30d5\u30ed\u30fc\u306e\u69cb\u7bc9\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u3084\u554f\u984c\u3078\u306e\u5bfe\u5fdc\u306b\u8fc5\u901f\u306b\u81e8\u3080\u3053\u3068\u304c\u3067\u304d\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u696d\u52d9\u52b9\u7387\u304c\u540c\u6642\u306b\u5411\u4e0a\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer journey pain points \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u4e0a\u306e\u8ab2\u984c\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-customer-journey-pain-points\" class=\"term-title\">Customer journey pain points (\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u4e0a\u306e\u8ab2\u984c)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u4e0a\u306e\u8ab2\u984c\u3068\u306f\u3001\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3067\u906d\u9047\u3059\u308b\u969c\u5bb3\u3084\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u3053\u308c\u3089\u306e\u554f\u984c\u70b9\u3092\u7279\u5b9a\u3057\u3066\u5bfe\u51e6\u3059\u308b\u3053\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u3092\u6539\u5584\u3057\u3001\u9867\u5ba2\u96e2\u308c\u3092\u6e1b\u3089\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u3092\u9ad8\u3081\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u4e3b\u306a\u76ee\u7684\u306f\u3001\u3067\u304d\u308b\u3060\u3051\u591a\u304f\u306e\u554f\u984c\u70b9\u3092\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306b\u6392\u9664\u3057\u3066\u3001\u9867\u5ba2\u304c\u3067\u304d\u308b\u3060\u3051\u30b9\u30e0\u30fc\u30ba\u306b\u30a8\u30af\u30b9\u30da\u30ea\u30f3\u30b9\u3092\u697d\u3057\u3081\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer loyalty and engagement \u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-loyalty-and-engagement\" class=\"term-title\">Customer loyalty and engagement (\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u4f01\u696d\u3084\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u9867\u5ba2\u304b\u3089\u306e\u4fe1\u983c\u5ea6\u3084\u8a8d\u77e5\u5ea6\u3092\u6307\u3057\u307e\u3059\u3002\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6d3b\u52d5\u3084\u30a4\u30d9\u30f3\u30c8\u3001\u53e3\u30b3\u30df\u306a\u3069\u306e\u5f71\u97ff\u3092\u53d7\u3051\u308b\u6307\u6a19\u3067\u3059\u3002\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u306f\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3001\u30d6\u30e9\u30f3\u30c9\u306e\u597d\u610f\u7684\u306a\u8a55\u5224\u3092\u7bc9\u304f\u3053\u3068\u304c\u91cd\u8981\u3068\u306a\u308a\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306e\u4e00\u8cab\u3057\u305f\u9ad8\u54c1\u8cea\u306a\u5bfe\u5fdc\u306f\u3001\u9867\u5ba2\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5f37\u5316\u3059\u308b\u305f\u3081\u306b\u6b20\u304b\u305b\u307e\u305b\u3093\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer retention \u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\uff08\u9867\u5ba2\u7dad\u6301\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-retention\" class=\"term-title\">Customer retention (\u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\uff08\u9867\u5ba2\u7dad\u6301\uff09)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\uff08\u9867\u5ba2\u7dad\u6301\uff09\u3068\u306f\u3001\u4f01\u696d\u3084\u30d6\u30e9\u30f3\u30c9\u304c\u63d0\u4f9b\u3059\u308b\u3059\u3079\u3066\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u30c1\u30e3\u30cd\u30eb\u306b\u304a\u3044\u3066\u3001\u4e00\u8cab\u6027\u306e\u3042\u308b\u4f53\u9a13\u3092\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u5c55\u958b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u3001\u9867\u5ba2\u3068\u306e\u3059\u3079\u3066\u306e\u3084\u308a\u53d6\u308a\u3067\u8cea\u306e\u9ad8\u3044\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3001\u9867\u5ba2\u7dad\u6301\u7387\u306e\u5411\u4e0a\u306b\u76f4\u7d50\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer retention strategies \u9867\u5ba2\u7dad\u6301\u6226\u7565\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-customer-retention-strategies\" class=\"term-title\">Customer retention strategies (\u9867\u5ba2\u7dad\u6301\u6226\u7565)<\/a><p class=\"term-description\">\u9867\u5ba2\u7dad\u6301\u6226\u7565\u3067\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b\u305f\u3081\u306e\u6253\u3061\u624b\u3092\u53d6\u308a\u3001\u8a08\u753b\u7684\u306b\u9867\u5ba2\u306e\u7dad\u6301\u3092\u884c\u3044\u307e\u3059\u3002\u9867\u5ba2\u306e\u72b6\u6cc1\u3084\u30cb\u30fc\u30ba\u3092\u628a\u63e1\u3057\u3001\u6b21\u306b\u5fc5\u8981\u3068\u306a\u308b\u30b5\u30dd\u30fc\u30c8\u3092\u4e88\u6e2c\u3057\u305f\u4e0a\u3067\u3001\u95a2\u9023\u6027\u306e\u9ad8\u3044\u5bfe\u5fdc\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u52b9\u679c\u7684\u3067\u3059\u3002AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u81ea\u7136\u8a00\u8a9e\u3092\u901a\u3058\u3066\u9867\u5ba2\u306e\u58f0\u3092\u7406\u89e3\u3057\u3001\u610f\u56f3\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer satisfaction (CSAT) \u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-satisfaction\" class=\"term-title\">Customer satisfaction (CSAT) (\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09)<\/a><p class=\"term-description\">\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u306f\u3001\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5bfe\u3057\u3066\u4f01\u696d\u304c\u3069\u306e\u7a0b\u5ea6\u5fdc\u3048\u3066\u3044\u308b\u304b\u3092\u8a55\u4fa1\u3059\u308b\u6307\u6a19\u3067\u3001\u53d6\u5f15\u3084\u30b5\u30dd\u30fc\u30c8\u304c\u5b8c\u4e86\u3057\u305f\u5f8c\u306b\u9867\u5ba2\u306b\u304b\u30891\uff5e5\u306e\u6bb5\u968e\u8a55\u4fa1\u3092\u3057\u3066\u3082\u3089\u3044\u307e\u3059\uff081\uff1a\u975e\u5e38\u306b\u4e0d\u6e80\u30015\uff1a\u975e\u5e38\u306b\u6e80\u8db3\uff09\u3002CSAT\u306e\u7d50\u679c\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6700\u9069\u5316\u3084\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u5927\u304d\u304f\u5f71\u97ff\u3057\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u500b\u3005\u306e\u9867\u5ba2\u4f53\u9a13\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer segmentation and AI \u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u306eAI\u5206\u985e\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-segmentation-and-ai\" class=\"term-title\">Customer segmentation and AI (\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u306eAI\u5206\u985e)<\/a><p class=\"term-description\">\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u306eAI\u5206\u985e\u3068\u306f\u3001\u898b\u8fbc\u307f\u9867\u5ba2\u3084\u65e2\u5b58\u9867\u5ba2\u306a\u3069\u306e\u30bb\u30b0\u30e1\u30f3\u30c8\u5206\u3051\u306bAI\u3092\u6d3b\u7528\u3059\u308b\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002\u5927\u5225\u3057\u305f\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u3054\u3068\u306b\u512a\u5148\u5ea6\u3084\u50be\u5411\u3092\u628a\u63e1\u3057\u3001\u985e\u4f3c\u3057\u305f\u904e\u53bb\u306e\u9867\u5ba2\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u8208\u5473\u3092\u6301\u3061\u305d\u3046\u306a\u5546\u54c1\u3084\u8cfc\u8cb7\u884c\u52d5\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u30b3\u30f3\u30c6\u30f3\u30c4\u63d0\u4f9b\u3084AI\u30dc\u30c3\u30c8\u5bfe\u5fdc\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\u3092\u901a\u3058\u3066\u3001\u3044\u3064\u3001\u3069\u3053\u3067\u9867\u5ba2\u3068\u95a2\u308f\u308b\u3079\u304d\u304b\u3092\u6c7a\u5b9a\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer service \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-service\" class=\"term-title\">Customer service (\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u8cfc\u5165\u524d\u3001\u307e\u305f\u306f\u8cfc\u5165\u5f8c\u306e\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u3001\u4f01\u696d\u3084\u7d44\u7e54\u304c\u63d0\u4f9b\u3059\u308b\u30b5\u30dd\u30fc\u30c8\u3092\u6307\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customer support optimization \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u6700\u9069\u5316\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-support-optimization\" class=\"term-title\">Customer support optimization (\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u6700\u9069\u5316)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u6700\u9069\u5316\u3092\u884c\u3046\u305f\u3081\u306b\u306f\u3001\u4f01\u696d\u5185\u306e\u90e8\u9580\u9593\u3067\u5171\u901a\u306e\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u306b\u5411\u3051\u3066\u9023\u643a\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u4e00\u8cab\u6027\u306e\u3042\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u63d0\u4f9b\u306b\u306f\u3001\u90e8\u9580\u9593\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u30c7\u30fc\u30bf\u5171\u6709\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u3059\u3079\u3066\u306e\u90e8\u9580\u304c\u7d71\u5408\u3055\u308c\u3001\u30c7\u30fc\u30bf\u30c9\u30ea\u30d6\u30f3\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u5bfe\u5fdc\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3068\u30b5\u30dd\u30fc\u30c8\u696d\u52d9\u306e\u52b9\u7387\u5316\u304c\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Customized learning paths CX\u5b66\u7fd2\u8a08\u753b\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-customized-learning-paths\" class=\"term-title\">Customized learning paths (CX\u5b66\u7fd2\u8a08\u753b\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba)<\/a><p class=\"term-description\">CX\u5b66\u7fd2\u8a08\u753b\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3068\u306f\u3001\u500b\u5225\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u6559\u80b2\u30b3\u30f3\u30c6\u30f3\u30c4\u3084\u5b66\u7fd2\u4f53\u9a13\u3092\u8abf\u6574\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u6700\u65b0\u306e\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7ba1\u7406\u6a5f\u80fd\u3092\u6d3b\u7528\u3057\u3001\u4f01\u696d\u3084\u7d44\u7e54\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u5bfe\u3057\u3066\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u80fd\u529b\u958b\u767a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u65e5\u3005\u306e\u696d\u52d9\u3092\u884c\u3044\u306a\u304c\u3089\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u81ea\u5df1\u7ba1\u7406\u3057\u3001\u5272\u308a\u5f53\u3066\u3089\u308c\u305f\u5b66\u7fd2\u30b3\u30f3\u30c6\u30f3\u30c4\u3084\u30b3\u30fc\u30c1\u30f3\u30b0\u30bb\u30c3\u30b7\u30e7\u30f3\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u81ea\u793e\u306b\u5408\u3063\u305f\u5b66\u7fd2\u30b7\u30b9\u30c6\u30e0\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u3067\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30b9\u30ad\u30eb\u3084\u77e5\u8b58\u30ec\u30d9\u30eb\u3092\u9069\u5207\u306b\u8a55\u4fa1\u3059\u308b\u305f\u3081\u306e\u8a55\u4fa1\u57fa\u6e96\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"CX automation CX \u81ea\u52d5\u5316\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-cx-automation\" class=\"term-title\">CX automation (CX \u81ea\u52d5\u5316)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u81ea\u52d5\u5316\u3067\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u53cd\u5fa9\u7684\u306a\u30bf\u30b9\u30af\u3084\u30d7\u30ed\u30bb\u30b9\u3092\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u4f7f\u7528\u3057\u3066\u5408\u7406\u5316\u30fb\u81ea\u52d5\u5316\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u3001\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3001\u81ea\u52d5\u30e1\u30fc\u30eb\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u81ea\u52d5\u5316\u306a\u3069\u304c\u542b\u307e\u308c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u53d6\u308a\u7d44\u307f\u3092\u62e1\u5f35\u3067\u304d\u307e\u3059\u3002\u81ea\u52d5\u5316\u306b\u3088\u308a\u3001\u4eba\u9593\u306f\u5b9a\u578b\u4f5c\u696d\u3078\u306e\u95a2\u4e0e\u3092\u6e1b\u3089\u3059\u3053\u3068\u304c\u3067\u304d\u3001\u4eba\u9593\u7684\u306a\u5bfe\u5fdc\u3092\u5fc5\u8981\u3068\u3059\u308b\u554f\u984c\u306b\u96c6\u4e2d\u3059\u308b\u6642\u9593\u3092\u5897\u3084\u3059\u3053\u3068\u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5bb9\u6613\u306b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"CX copilot CX \u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-cx-copilot\" class=\"term-title\">CX copilot (CX \u30b3\u30d1\u30a4\u30ed\u30c3\u30c8)<\/a><p class=\"term-description\">CX\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\uff08CX Copilot\uff09\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306b\u3088\u308b\u8fc5\u901f\u304b\u3064\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u5bfe\u5fdc\u3092\u652f\u63f4\u3059\u308bAI\u642d\u8f09\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u9867\u5ba2\u306e\u5c65\u6b74\u3084\u4f1a\u8a71\u306e\u72b6\u6cc1\u3001\u4e88\u6e2c\u60c5\u5831\u306a\u3069\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5206\u6790\u3057\u3001\u5bfe\u5fdc\u306e\u63d0\u6848\u3084\u5b9a\u578b\u696d\u52d9\u306e\u81ea\u52d5\u5316\u3092\u884c\u3044\u307e\u3059\u3002\u4f1a\u8a71\u306e\u6d41\u308c\u3092\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306b\u5c0e\u304f\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u306e\u4e00\u8cab\u6027\u3092\u4fdd\u3061\u3064\u3064\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u62c5\u3092\u8efd\u6e1b\u3057\u307e\u3059\u3002CX\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\u306f\u3001\u8907\u6570\u30c1\u30e3\u30cd\u30eb\u306b\u308f\u305f\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u52b9\u7387\u5316\u3068\u6700\u9069\u5316\u3092\u63a8\u9032\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"CX maturity model \u9867\u5ba2\u4f53\u9a13 (CX) \u306e\u6210\u719f\u5ea6\u30e2\u30c7\u30eb\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-cx-maturity-model\" class=\"term-title\">CX maturity model (\u9867\u5ba2\u4f53\u9a13 (CX) \u306e\u6210\u719f\u5ea6\u30e2\u30c7\u30eb)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09 \u6210\u719f\u5ea6\u30e2\u30c7\u30eb\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u6226\u7565\u3068\u30d7\u30ed\u30bb\u30b9\u306e\u30ec\u30d9\u30eb\u3092\u8a55\u4fa1\u3059\u308b\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3067\u3059\u3002\u73fe\u5728\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u80fd\u529b\u306e\u30ec\u30d9\u30eb\u3092\u628a\u63e1\u3057\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306b\u5411\u3051\u305f\u30ed\u30fc\u30c9\u30de\u30c3\u30d7\u3092\u5f97\u308b\u4e0a\u3067\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"CX strategy CX(\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9)\u6226\u7565\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-cx-strategy\" class=\"term-title\">CX strategy (CX(\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9)\u6226\u7565)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u6226\u7565\u3068\u306f\u3001\u9867\u5ba2\u3068\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u7ba1\u7406\u30fb\u6539\u5584\u3059\u308b\u65b9\u6cd5\u3092\u5b9a\u7fa9\u3059\u308b\u8a08\u753b\u3067\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3001\u30a2\u30c9\u30dc\u30ab\u30b7\u30fc\u3092\u9ad8\u3081\u308b\u76ee\u7684\u304c\u3042\u308a\u3001\u901a\u5e38\u306f\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3001\u30d7\u30ed\u30bb\u30b9\u3001\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u7d44\u307f\u5408\u308f\u305b\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-D\" data-display-count=\"2\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">D<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Digital commerce experiences \u30c7\u30b8\u30bf\u30eb\u30b3\u30de\u30fc\u30b9\u4f53\u9a13\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-digital-commerce-experiences\" class=\"term-title\">Digital commerce experiences (\u30c7\u30b8\u30bf\u30eb\u30b3\u30de\u30fc\u30b9\u4f53\u9a13)<\/a><p class=\"term-description\">\u30c7\u30b8\u30bf\u30eb\u30b3\u30de\u30fc\u30b9\u4f53\u9a13\u3068\u306f\u3001\u9867\u5ba2\u3054\u3068\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30aa\u30f3\u30e9\u30a4\u30f3\u30b7\u30e7\u30c3\u30d4\u30f3\u30b0\u4f53\u9a13\u306e\u3053\u3068\u3067\u3059\u3002\u6700\u65b0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30c7\u30b8\u30bf\u30eb\u3067\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u5168\u4f53\u3092\u9b45\u529b\u7684\u3067\u4fbf\u5229\u306a\u4f53\u9a13\u306b\u8a2d\u8a08\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u597d\u307f\u306b\u5fdc\u3058\u305f\u9069\u5207\u306a\u30b9\u30c6\u30c3\u30d7\u306e\u63d0\u6848\u3084\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305fWeb\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u63d0\u4f9b\u3067\u304d\u308b\u305f\u3081\u3001\u3088\u308a\u512a\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3068\u9867\u5ba2\u5bfe\u5fdc\u304c\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Digital-first CX \u30c7\u30b8\u30bf\u30eb\u30d5\u30a1\u30fc\u30b9\u30c8\u306e\u9867\u5ba2\u4f53\u9a13 (CX) \u3068\u306f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-digital-first-cx\" class=\"term-title\">Digital-first CX (\u30c7\u30b8\u30bf\u30eb\u30d5\u30a1\u30fc\u30b9\u30c8\u306e\u9867\u5ba2\u4f53\u9a13 (CX) \u3068\u306f)<\/a><p class=\"term-description\">\u30c7\u30b8\u30bf\u30eb\u30d5\u30a1\u30fc\u30b9\u30c8\u306e\u9867\u5ba2\u4f53\u9a13 (CX) \u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u4e3b\u8981\u624b\u6bb5\u3068\u3057\u3066\u3001Web \u30b5\u30a4\u30c8\u3001\u30a2\u30d7\u30ea\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306a\u3069\u306e\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u3092\u3001\u512a\u5148\u3059\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u6226\u7565\u3067\u3059\u3002\u3053\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u30c7\u30b8\u30bf\u30eb\u74b0\u5883\u306b\u304a\u3044\u3066\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u52b9\u7387\u7684\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u91cd\u70b9\u3092\u7f6e\u3044\u3066\u3044\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-E\" data-display-count=\"7\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">E<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Emotional connections with customers \u9867\u5ba2\u5fc3\u7406\u3068\u306e\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-emotional-connections-with-customers\" class=\"term-title\">Emotional connections with customers (\u9867\u5ba2\u5fc3\u7406\u3068\u306e\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u9867\u5ba2\u5fc3\u7406\u3068\u306e\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u611f\u60c5\u3084\u5171\u611f\u3092\u7d4c\u3066\u9867\u5ba2\u3068\u6709\u610f\u7fa9\u306a\u95a2\u4fc2\u3092\u7bc9\u304f\u3053\u3068\u3067\u3059\u3002\u9867\u5ba2\u304c\u6c42\u3081\u308b\u65b9\u6cd5\u3067\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u305f\u308a\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u30b9\u30e0\u30fc\u30ba\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3068\u60c5\u7dd2\u7684\u3067\u826f\u597d\u306a\u95a2\u4fc2\u6027\u306b\u767a\u5c55\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002\u9867\u5ba2\u3068\u306e\u4fe1\u983c\u95a2\u4fc2\u304c\u5f37\u5316\u3055\u308c\u308b\u3053\u3068\u3067\u3001\u3088\u308a\u52b9\u679c\u7684\u306a\u9867\u5ba2\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Empathetic customer experiences  \u5171\u611f\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-empathetic-customer-experiences\" class=\"term-title\">Empathetic customer experiences  (\u5171\u611f\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09)<\/a><p class=\"term-description\">\u5171\u611f\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3068\u306f\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3084\u30cb\u30fc\u30ba\u3092\u7406\u89e3\u3057\u3001\u5bc4\u308a\u6dfb\u3063\u305f\u30b5\u30dd\u30fc\u30c8\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u9867\u5ba2\u306b\u5b89\u5fc3\u611f\u3084\u4fe1\u983c\u3092\u4e0e\u3048\u308b\u4f53\u9a13\u3092\u6307\u3057\u307e\u3059\u3002\u9867\u5ba2\u306e\u597d\u307f\u3084\u30cb\u30fc\u30ba\u3001\u610f\u601d\u6c7a\u5b9a\u30d7\u30ed\u30bb\u30b9\u3092\u6df1\u304f\u7406\u89e3\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u306b\u5bc4\u308a\u6dfb\u3044\u3001\u5171\u611f\u3057\u305f\u5bfe\u5fdc\u3092\u53d6\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u6d88\u8cbb\u8005\u306e\u8cfc\u8cb7\u30d1\u30bf\u30fc\u30f3\u3084\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u95a2\u308f\u308a\u3092\u5206\u6790\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u8a2d\u8a08\u3092\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3078\u5171\u611f\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Employee engagement \u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-employee-engagement\" class=\"term-title\">Employee engagement (\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u5f93\u696d\u54e1\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u5f93\u696d\u54e1\u304c\u4f01\u696d\u306b\u5bfe\u3057\u3066\u62b1\u304f\u611f\u60c5\u7684\u306a\u30b3\u30df\u30c3\u30c8\u30e1\u30f3\u30c8\u3092\u6307\u3057\u307e\u3059\u3002\u7a4d\u6975\u7684\u306b\u95a2\u4e0e\u3057\u3066\u3044\u308b\u5f93\u696d\u54e1\u306f\u610f\u6b32\u304c\u9ad8\u304f\u3001\u751f\u7523\u6027\u306b\u512a\u308c\u3001\u4f01\u696d\u306b\u9577\u304f\u7559\u307e\u308b\u50be\u5411\u304c\u3042\u308b\u305f\u3081\u3001\u7d44\u7e54\u5168\u4f53\u306e\u6210\u529f\u306b\u5927\u304d\u304f\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Employee self-service scheduling \u5f93\u696d\u54e1\u306b\u3088\u308b\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u578b\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-employee-self-service-scheduling\" class=\"term-title\">Employee self-service scheduling (\u5f93\u696d\u54e1\u306b\u3088\u308b\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u578b\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0)<\/a><p class=\"term-description\">\u5f93\u696d\u54e1\u306b\u3088\u308b\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3068\u306f\u3001\u5f93\u696d\u54e1\u304c\u81ea\u8eab\u306e\u52e4\u52d9\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u4e3b\u4f53\u7684\u306b\u7ba1\u7406\u3067\u304d\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u4e3b\u306b\u30aa\u30f3\u30e9\u30a4\u30f3\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3084\u30a2\u30d7\u30ea\u3092\u6d3b\u7528\u3057\u3001\u4f11\u6687\u7533\u8acb\u3084\u30b7\u30d5\u30c8\u306e\u4ea4\u63db\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u78ba\u8a8d\u30fb\u8abf\u6574\u306a\u3069\u3092\u81ea\u3089\u884c\u3048\u308b\u305f\u3081\u3001\u67d4\u8edf\u306a\u50cd\u304d\u65b9\u306e\u5b9f\u73fe\u3068\u7ba1\u7406\u696d\u52d9\u306e\u52b9\u7387\u5316\u306b\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Ethical AI \u502b\u7406\u7684AI\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ethical-ai-2\" class=\"term-title\">Ethical AI (\u502b\u7406\u7684AI)<\/a><p class=\"term-description\">\u502b\u7406\u7684\u306a\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3068\u306f\u3001\u516c\u5e73\u6027\u3001\u900f\u660e\u6027\u3001\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u3001\u8aac\u660e\u8cac\u4efb\u3068\u3044\u3063\u305f\u4e2d\u6838\u7684\u306a\u4fa1\u5024\u89b3\u306b\u57fa\u3065\u304d\u3001AI\u30b7\u30b9\u30c6\u30e0\u3092\u8cac\u4efb\u3042\u308b\u5f62\u3067\u8a2d\u8a08\u30fb\u958b\u767a\u30fb\u6d3b\u7528\u3059\u308b\u3053\u3068\u3092\u6307\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Event personalization techniques \u30a4\u30d9\u30f3\u30c8\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-event-personalization-techniques\" class=\"term-title\">Event personalization techniques (\u30a4\u30d9\u30f3\u30c8\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30a4\u30d9\u30f3\u30c8\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u597d\u307f\u3001\u884c\u52d5\u306b\u57fa\u3065\u3044\u3066\u3001\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u500b\u5225\u306b\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3059\u308b\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u624b\u6cd5\u3067\u3059\u3002\u30a4\u30d9\u30f3\u30c8\u306e\u6700\u9069\u5316\u306f\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u91cd\u8981\u306a\u8981\u7d20\u3067\u3042\u308a\u3001\u30a4\u30d9\u30f3\u30c8\u3092\u901a\u3058\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3092\u76ee\u7684\u3068\u3057\u3066\u3044\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a4\u30d9\u30f3\u30c8\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u3068\u306e\u5f37\u56fa\u306a\u95a2\u4fc2\u6027\u3092\u69cb\u7bc9\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Experience orchestration \u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/experience-orchestration\" class=\"term-title\">Experience orchestration (\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u6700\u9069\u5316\u3055\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u3001\u9867\u5ba2\u3068\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u3067\u826f\u597d\u306a\u95a2\u4fc2\u6027\u3092\u7bc9\u304f\u305f\u3081\u306e\u4ed5\u7d44\u307f\u306e\u5168\u4f53\u50cf\u3067\u3059\u3002\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u304c\u3001\u30d6\u30e9\u30f3\u30c9\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u9ad8\u3081\u3001\u9867\u5ba2\u89e3\u7d04\u7387\u306e\u4f4e\u6e1b\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002\u9867\u5ba2\u304c\u4f01\u696d\u3068\u306e\u53d6\u5f15\u3092\u505c\u6b62\u3059\u308b\u7406\u7531\u306b\u306f\u3001\u88fd\u54c1\u306b\u5bfe\u3059\u308b\u4e0d\u6e80\u3084\u7af6\u5408\u4ed6\u793e\u306e\u512a\u308c\u305f\u8cfc\u5165\u4f53\u9a13\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u304c\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u3053\u308c\u3089\u306e\u767a\u751f\u30ea\u30b9\u30af\u3092\u6291\u3048\u3001\u9867\u5ba2\u7dad\u6301\u3092\u5f37\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-F\" data-display-count=\"1\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">F<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Forecasting \u4e88\u6e2c\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-forecasting\" class=\"term-title\">Forecasting (\u4e88\u6e2c)<\/a><p class=\"term-description\">\u4e88\u6e2c\u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u304a\u3051\u308b\u5c06\u6765\u7684\u306a\u9700\u8981\u3092\u898b\u7a4d\u3082\u308b\u624b\u6cd5\u3067\u3059\u3002\u4e3b\u306b\u5c65\u6b74\u30c7\u30fc\u30bf\u3084\u904e\u53bb\u306e\u50be\u5411\u3092\u3082\u3068\u306b\u884c\u308f\u308c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3053\u308c\u306b\u3088\u308a\u30ea\u30bd\u30fc\u30b9\u8a08\u753b\u3092\u7acb\u3066\u3001\u6700\u9069\u306a\u4eba\u54e1\u914d\u7f6e\u3092\u5b9f\u73fe\u3057\u3001\u5b89\u5b9a\u3057\u305f\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-G\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">G<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Gamification \u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-gamification\" class=\"term-title\">Gamification (\u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u30dd\u30a4\u30f3\u30c8\u3084\u30d0\u30c3\u30b8\u3001\u30ea\u30fc\u30c0\u30fc\u30dc\u30fc\u30c9\u306a\u3069\u306e\u30b2\u30fc\u30e0\u8981\u7d20\u3092\u696d\u52d9\u306b\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u3067\u3001\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3084\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u9ad8\u3081\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u56f3\u308b\u624b\u6cd5\u3067\u3059\u3002\u7279\u306b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001\u65e5\u3005\u306e\u696d\u52d9\u3078\u306e\u7a4d\u6975\u7684\u306a\u53c2\u52a0\u3092\u4fc3\u3059\u6709\u52b9\u306a\u4ed5\u7d44\u307f\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Gamification in CX CX \u306b\u304a\u3051\u308b\u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-gamification-in-cx\" class=\"term-title\">Gamification in CX (CX \u306b\u304a\u3051\u308b\u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u304a\u3051\u308b\u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u5831\u916c\u3001\u30dd\u30a4\u30f3\u30c8\u3001\u8ab2\u984c\u306a\u3069\u306e\u30b2\u30fc\u30e0\u306b\u4f3c\u305f\u8981\u7d20\u3092\u4f7f\u7528\u3057\u3066\u3001\u9867\u5ba2\u3092\u5f15\u304d\u4ed8\u3051\u3001\u5177\u4f53\u7684\u306a\u884c\u52d5\u3092\u4fc3\u3057\u307e\u3059\u3002\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3088\u308a\u697d\u3057\u304f\u3084\u308a\u304c\u3044\u306e\u3042\u308b\u3082\u306e\u306b\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30b2\u30fc\u30df\u30d5\u30a3\u30b1\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u793e\u5185\u306e\u5f93\u696d\u54e1\u4f53\u9a13\u306e\u5411\u4e0a\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Generative AI \u751f\u6210 AI\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-generative-ai\" class=\"term-title\">Generative AI (\u751f\u6210 AI)<\/a><p class=\"term-description\">\u751f\u6210AI\uff08Generative AI\uff09\u306f\u3001\u81a8\u5927\u306a\u30c7\u30fc\u30bf\u304b\u3089\u5b66\u7fd2\u3057\u305f\u30d1\u30bf\u30fc\u30f3\u306b\u57fa\u3065\u304d\u3001\u30c6\u30ad\u30b9\u30c8\u3001\u753b\u50cf\u3001\u97f3\u58f0\u306a\u3069\u306e\u65b0\u305f\u306a\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u751f\u6210\u3059\u308b\u6280\u8853\u3067\u3059\u3002\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\u306f\u3001\u6587\u7ae0\u306e\u751f\u6210\u3084\u8981\u7d04\u3001\u6587\u8108\u306b\u5fdc\u3058\u305f\u5fdc\u7b54\u306e\u63d0\u4f9b\u306a\u3069\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u9818\u57df\u3067\u306f\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30e1\u30c3\u30bb\u30fc\u30b8\u306e\u4f5c\u6210\u652f\u63f4\u3001\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u306e\u81ea\u52d5\u66f4\u65b0\u63d0\u6848\u3001\u8907\u96d1\u306a\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u5bfe\u5fdc\u306e\u5f37\u5316\u306a\u3069\u306b\u6d3b\u7528\u3055\u308c\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3084\u30b3\u30f3\u30c6\u30f3\u30c4\u30c1\u30fc\u30e0\u306f\u6226\u7565\u7684\u3067\u9ad8\u5ea6\u306a\u696d\u52d9\u306b\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u4e00\u65b9\u3067\u3001\u751f\u6210AI\u306e\u51fa\u529b\u306b\u306f\u6b63\u78ba\u6027\u3084\u9069\u5207\u3055\u3001\u30d6\u30e9\u30f3\u30c9\u306e\u4e00\u8cab\u6027\u3092\u4fdd\u3064\u305f\u3081\u306e\u7d99\u7d9a\u7684\u306a\u76e3\u8996\u3068\u502b\u7406\u7684\u914d\u616e\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-H\" data-display-count=\"6\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">H<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Hosted call center \u30db\u30b9\u30c6\u30c3\u30c9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-hosted-call-center\" class=\"term-title\">Hosted call center (\u30db\u30b9\u30c6\u30c3\u30c9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc)<\/a><p class=\"term-description\">\u30db\u30b9\u30c6\u30c3\u30c9\u578b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u4f01\u696d\u306e\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u3084\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u306e\u30b3\u30fc\u30eb\u3001\u97f3\u58f0\u30d9\u30fc\u30b9\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306b\u3088\u308b\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306a\u3069\u3092\u51e6\u7406\u3059\u308b\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b5\u30fc\u30d3\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Hosted contact center \u30db\u30b9\u30c6\u30c3\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-hosted-contact-center\" class=\"term-title\">Hosted contact center (\u30db\u30b9\u30c6\u30c3\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30db\u30b9\u30c6\u30c3\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u4eee\u60f3\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u3088\u304f\u4f3c\u3066\u3044\u307e\u3059\u3002\u3069\u3061\u3089\u3092\u4f7f\u7528\u3057\u3066\u3082\u3001\u4f01\u696d\u306f\u904b\u7528\u30b3\u30b9\u30c8\u3092\u5897\u52a0\u3055\u305b\u308b\u3053\u3068\u306a\u304f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Hosted dialer \u30db\u30b9\u30c8\u578b\u30c0\u30a4\u30a2\u30e9\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-hosted-dialer\" class=\"term-title\">Hosted dialer (\u30db\u30b9\u30c8\u578b\u30c0\u30a4\u30a2\u30e9\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30db\u30b9\u30c8\u578b\u30c0\u30a4\u30a2\u30e9\u30fc\u3068\u306f\u3001\u30af\u30ed\u30b9\u30c1\u30e3\u30cd\u30eb\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u6226\u7565\u3092\u5b9f\u73fe\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u5bfe\u5fdc\u53ef\u72b6\u6cc1\u3092\u6b63\u78ba\u306b\u4e88\u6e2c\u3057\u306a\u304c\u3089\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u5bfe\u5fdc\u3067\u304d\u308b\u6642\u9593\u3092\u6700\u5927\u5316\u3059\u308b\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3067\u3059\u3002\u8a73\u7d30\u306f\u3001genesys.com\/ja-jp\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Human-AI collaboration \u4eba\u9593\u3068\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306e\u5354\u50cd\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-human-ai-collaboration\" class=\"term-title\">Human-AI collaboration (\u4eba\u9593\u3068\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306e\u5354\u50cd)<\/a><p class=\"term-description\">\u4eba\u9593\u3068AI\u306e\u5354\u696d\u3068\u306f\u3001\u4eba\u9593\u3068\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30b7\u30b9\u30c6\u30e0\u304c\u9023\u643a\u3057\u3001\u305d\u308c\u305e\u308c\u306e\u5f37\u307f\u3092\u6d3b\u304b\u3057\u3066\u3001\u5358\u72ec\u3067\u306f\u5b9f\u73fe\u3067\u304d\u306a\u3044\u9ad8\u3044\u6210\u679c\u3092\u751f\u307f\u51fa\u3059\u3053\u3068\u3092\u6307\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Hyper-personalization \u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-hyper-personalization\" class=\"term-title\">Hyper-personalization (\u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\uff08Hyper-Personalization\uff09\u306f\u3001AI\u3084\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30c7\u30fc\u30bf\u3001\u884c\u52d5\u60c5\u5831\u3092\u6d3b\u7528\u3057\u3001\u500b\u3005\u306e\u9867\u5ba2\u306b\u6700\u9069\u5316\u3055\u308c\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u5358\u306a\u308b\u5c5e\u6027\u60c5\u5831\u3084\u8cfc\u8cb7\u5c65\u6b74\u3067\u306f\u306a\u304f\u3001\u4f4d\u7f6e\u60c5\u5831\u3084\u95b2\u89a7\u5c65\u6b74\u3001\u6700\u8fd1\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3068\u3044\u3063\u305f\u73fe\u5728\u306e\u72b6\u6cc1\u306b\u57fa\u3065\u3044\u3066\u5bfe\u5fdc\u3092\u8abf\u6574\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306b\u5408\u308f\u305b\u305f\u30b3\u30f3\u30c6\u30f3\u30c4\u3001\u30aa\u30d5\u30a1\u30fc\u3001\u88fd\u54c1\u63d0\u6848\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u52d5\u7684\u4fa1\u683c\u8a2d\u5b9a\u3084\u72b6\u6cc1\u306b\u5fdc\u3058\u305f\u30ec\u30b3\u30e1\u30f3\u30c7\u30fc\u30b7\u30e7\u30f3\u3001\u500b\u5225\u5316\u3055\u308c\u305f\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u306a\u3069\u304c\u4ee3\u8868\u4f8b\u3067\u3059\u3002\u7684\u78ba\u306a\u5bfe\u5fdc\u3092\u901a\u3058\u3066\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u9ad8\u3081\u3089\u308c\u307e\u3059\u304c\u3001\u30c7\u30fc\u30bf\u306e\u53d6\u308a\u6271\u3044\u306b\u95a2\u3057\u3066\u306f\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u3068\u502b\u7406\u3078\u306e\u5341\u5206\u306a\u914d\u616e\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Hyperpersonalization \u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-hyperpersonalization\" class=\"term-title\">Hyperpersonalization (\u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u5148\u9032\u7684\u306a\u30c7\u30fc\u30bf\u5206\u6790\u3068\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u4f7f\u7528\u3057\u3066\u3001\u500b\u3005\u306e\u9867\u5ba2\u306b\u9ad8\u5ea6\u306b\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u500b\u3005\u306e\u9867\u5ba2\u306e\u50be\u5411\u3084\u884c\u52d5\u306b\u5408\u308f\u305b\u305f\u30b3\u30f3\u30c6\u30f3\u30c4\u3001\u63d0\u6848\u3001\u30aa\u30d5\u30a1\u30fc\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\uff08CJM\uff09\u306e\u76ee\u7684\u306e 1 \u3064\u3067\u3042\u308a\u3001\u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306f\u91cd\u8981\u306a CJM \u30c4\u30fc\u30eb\u3067\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-I\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">I<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Individualized customer experiences \u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-individualized-customer-experiences\" class=\"term-title\">Individualized customer experiences (\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3068\u306f\u3001\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306e\u30cb\u30fc\u30ba\u3084\u597d\u307f\u306b\u5408\u308f\u305b\u305f\u30e6\u30cb\u30fc\u30af\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u4f01\u696d\u304c\u9867\u5ba2\u306e\u76ee\u7684\u306b\u5408\u308f\u305b\u3066\u500b\u5225\u306b\u8abf\u6574\u3059\u308b\u3053\u3068\u3067\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305fCX\u306f\u9867\u5ba2\u3068\u306e\u6df1\u3044\u3064\u306a\u304c\u308a\u3092\u751f\u307f\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u306b\u5bc4\u4e0e\u3057\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u3082\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u5bfe\u5fdc\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u3001\u9577\u671f\u7684\u306a\u95a2\u4fc2\u69cb\u7bc9\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Interactive voice response (IVR) IVR\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-ivr\" class=\"term-title\">Interactive voice response (IVR) (IVR\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\u88c5\u7f6e\uff08IVR\uff09\u3068\u306f\u3001\u97f3\u58f0\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u4f7f\u7528\u3084\u96fb\u8a71\u306e\u30ad\u30fc\u30d1\u30c3\u30c9\u306e\u30bf\u30c3\u30c1\u3092\u901a\u3058\u3066\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u3068\u4eba\u9593\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u53ef\u80fd\u306b\u3059\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Intraday management \u30a4\u30f3\u30c8\u30e9\u30c7\u30a4\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-intraday-management\" class=\"term-title\">Intraday management (\u30a4\u30f3\u30c8\u30e9\u30c7\u30a4\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30a4\u30f3\u30c8\u30e9\u30c7\u30a4\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u30011\u65e5\u306e\u4e2d\u3067\u5909\u52d5\u3059\u308b\u9700\u8981\u306b\u5fdc\u3058\u3066\u3001\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u306e\u30ea\u30bd\u30fc\u30b9\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u76e3\u8996\u30fb\u8abf\u6574\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\u3092\u5b89\u5b9a\u7684\u306b\u7dad\u6301\u3057\u3064\u3064\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u6700\u9069\u306b\u914d\u7f6e\u30fb\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-J\" data-display-count=\"6\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">J<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Journey analytics  \u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/journey-analytics\" class=\"term-title\">Journey analytics  (\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790)<\/a><p class=\"term-description\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u308f\u305f\u308b\u9867\u5ba2\u884c\u52d5\u3092\u6642\u7cfb\u5217\u3067\u5206\u6790\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u6210\u679c\u306b\u5f71\u97ff\u3059\u308b\u30dd\u30a4\u30f3\u30c8\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002\u3053\u306e\u5206\u6790\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u30b9\u30b3\u30a2\u30ea\u30f3\u30b0\u3057\u3001\u4e00\u9023\u306eCX\u4f53\u9a13\u306e\u4e2d\u306e\u3069\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u9867\u5ba2\u304c\u884c\u304d\u8a70\u307e\u3063\u305f\u308a\u3001\u96e2\u8131\u3057\u305f\u308a\u3001\u3046\u307e\u304f\u884c\u52d5\u3057\u3066\u3044\u308b\u306e\u304b\u3092\u660e\u78ba\u306b\u3067\u304d\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\u3092\u57fa\u306b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u52b9\u679c\u7684\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u53d6\u308a\u7d44\u3081\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey continuity \u9867\u5ba2\u4f53\u9a13\u306e\u9023\u7d9a\u6027\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-journey-continuity\" class=\"term-title\">Journey continuity (\u9867\u5ba2\u4f53\u9a13\u306e\u9023\u7d9a\u6027)<\/a><p class=\"term-description\">\u9867\u5ba2\u4f53\u9a13\u306e\u9023\u7d9a\u6027\u3068\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30c1\u30e3\u30cd\u30eb\u3084\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u9593\u3067\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u4e00\u8cab\u3057\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u9867\u5ba2\u306f\u3001\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u95a2\u308f\u308a\u65b9\u3084\u5834\u6240\u306b\u95a2\u4fc2\u306a\u304f\u3001\u4e2d\u65ad\u3057\u305f\u3068\u3053\u308d\u304b\u3089\u3001\u3059\u3050\u306b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u518d\u958b\u3067\u304d\u307e\u3059\u3002\u7d99\u7d9a\u6027\u306f\u3001\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u9375\u3068\u306a\u308a\u307e\u3059\u3002\u9867\u5ba2\u304c\u624b\u9806\u3092\u7e70\u308a\u8fd4\u3057\u305f\u308a\u3001\u91cd\u8981\u306a\u60c5\u5831\u3092\u7d1b\u5931\u3057\u305f\u308a\u3059\u308b\u3053\u3068\u3092\u9632\u6b62\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u304b\u3089\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey mapping \u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/journey-mapping\" class=\"term-title\">Journey mapping (\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0)<\/a><p class=\"term-description\">\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306f\u3001\u30d6\u30e9\u30f3\u30c9\u3068\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u6bb5\u968e\u3054\u3068\u306b\u8996\u899a\u5316\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u88fd\u54c1\u306e\u8a8d\u77e5\u3001\u30b5\u30a4\u30f3\u30a2\u30c3\u30d7\u3001\u8cfc\u5165\u3001\u30b5\u30dd\u30fc\u30c8\u3068\u3044\u3063\u305f\u91cd\u8981\u306a\u63a5\u70b9\u3092\u660e\u78ba\u306b\u3057\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3084\u52d5\u6a5f\u3001\u969c\u5bb3\u3082\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u6469\u64e6\u304c\u751f\u3058\u308b\u30dd\u30a4\u30f3\u30c8\u3084\u4fa1\u5024\u63d0\u4f9b\u306e\u6700\u9069\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3092\u7279\u5b9a\u3057\u3001\u30c1\u30e3\u30cd\u30eb\u3092\u307e\u305f\u3044\u3060\u4e00\u8cab\u6027\u306e\u3042\u308b\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u5f97\u3089\u308c\u305f\u60c5\u5831\u3092\u57fa\u306b\u3001\u30c1\u30fc\u30e0\u306f\u9867\u5ba2\u306e\u671f\u5f85\u306b\u6cbf\u3063\u305f\u6539\u5584\u3092\u56f3\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey optimization \u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6700\u9069\u5316\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-journey-optimization\" class=\"term-title\">Journey optimization (\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6700\u9069\u5316)<\/a><p class=\"term-description\">\u30b8\u30e3\u30fc\u30cb\u30fc\u6700\u9069\u5316\u306f\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3068\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u5206\u6790\u3057\u3066\u554f\u984c\u70b9\u3092\u7279\u5b9a\u30fb\u6392\u9664\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u306b\u91cd\u70b9\u3092\u7f6e\u3044\u3066\u3044\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u3001\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u7387\u3001\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3059\u308b\u3053\u3068\u3082\u542b\u307e\u308c\u307e\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u306f\u3001\u7406\u60f3\u7684\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u3001\u5404\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u6700\u9069\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u308b\u3053\u3068\u304c\u671b\u307e\u3057\u3044\u3067\u3059\u3002\u3053\u308c\u306f\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3068 AI\uff08\u4eba\u5de5\u77e5\u80fd\uff09\u3092\u6d3b\u7528\u3057\u3066\u3001\u30cb\u30fc\u30ba\u304c\u9855\u5728\u5316\u3059\u308b\u524d\u306b\u4e88\u6e2c\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey orchestration \u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-journey-orchestration\" class=\"term-title\">Journey orchestration (\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u30c1\u30e3\u30cd\u30eb\u306b\u304a\u3051\u308b\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8abf\u6574\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u901a\u3057\u3066\u3001\u95a2\u9023\u6027\u306e\u9ad8\u3044\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u304c\u5f97\u3089\u308c\u3001\u3059\u3079\u3066\u306e\u6bb5\u968e\u306b\u304a\u3044\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u9867\u5ba2\u6e80\u8db3\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u3088\u308a\u5927\u898f\u6a21\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565\u306e\u4e00\u90e8\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Journey orchestration engine \u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30a8\u30f3\u30b8\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-journey-orchestration-engine\" class=\"term-title\">Journey orchestration engine (\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30a8\u30f3\u30b8\u30f3)<\/a><p class=\"term-description\">\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30a8\u30f3\u30b8\u30f3\u306f\u3001\u9867\u5ba2\u3068\u306e\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u901a\u3058\u3066\u3001\u305d\u306e\u30b5\u30dd\u30fc\u30c8\u4f53\u9a13\u5168\u4f53\u3092\u8abf\u6574\u30fb\u6700\u9069\u5316\u3057\u307e\u3059\u3002AI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u884c\u52d5\u304b\u3089\u6700\u9069\u306a\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u4e88\u6e2c\u3057\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u3092\u5927\u898f\u6a21\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30a8\u30f3\u30b8\u30f3\u3092\u7528\u3044\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u500b\u3005\u306e\u9867\u5ba2\u30cb\u30fc\u30ba\u3084\u76ee\u6a19\u306b\u5408\u308f\u305b\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u8abf\u6574\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-L\" data-display-count=\"2\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">L<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Large language model (LLM)? \u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\uff08LLM\uff09\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-large-language-model-llm\" class=\"term-title\">Large language model (LLM)? (\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\uff08LLM\uff09\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\uff08LLM\uff09\u306f\u3001\u6587\u8108\u3092\u7406\u89e3\u3057\u3001\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u751f\u6210\u3057\u3001\u4eba\u9593\u3089\u3057\u3044\u4f1a\u8a71\u3092\u884c\u3048\u308b\u3088\u3046\u306b\u3001\u81a8\u5927\u306a\u30c7\u30fc\u30bf\u3092\u7528\u3044\u3066\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3055\u308c\u305fAI\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002\u6df1\u5c64\u5b66\u7fd2\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3\u30fc\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001LLM\u306f\u4e00\u9023\u306e\u6587\u306e\u6b21\u306e\u5358\u8a9e\u3092\u4e88\u6e2c\u3057\u305f\u308a\u3001\u8907\u96d1\u306a\u8cea\u554f\u3092\u89e3\u91c8\u3057\u305f\u308a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u8981\u7d04\u3001\u7ffb\u8a33\u3001\u30b3\u30f3\u30c6\u30f3\u30c4\u4f5c\u6210\u306a\u3069\u306e\u9ad8\u5ea6\u306a\u6a5f\u80fd\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u3001LLM\u3092\u5229\u7528\u3057\u3066\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u52d5\u4f5c\u3055\u305b\u305f\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u8fd4\u4fe1\u3092\u4f5c\u6210\u3059\u308b\u969b\u306b\u30b5\u30dd\u30fc\u30c8\u3057\u305f\u308a\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306e\u611f\u60c5\u5206\u6790\u3092\u884c\u3063\u305f\u308a\u3057\u307e\u3059\u3002LLM\u306f\u30cb\u30e5\u30a2\u30f3\u30b9\u3084\u6587\u8108\u306e\u7406\u89e3\u306e\u9762\u3067\u5927\u304d\u306a\u9032\u6b69\u3092\u9042\u3052\u3066\u3044\u307e\u3059\u304c\u3001\u4f9d\u7136\u3068\u3057\u3066\u4e0d\u6b63\u78ba\u306a\u51fa\u529b\u3084\u504f\u3063\u305f\u51fa\u529b\u3092\u751f\u6210\u3059\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u305f\u3081\u3001\u6ce8\u610f\u6df1\u304f\u76e3\u8996\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u9069\u5207\u306a\u76e3\u8996\u3068\u7d99\u7d9a\u7684\u306a\u6539\u826f\u306b\u3088\u308a\u3001LLM\u306e\u6b63\u78ba\u6027\u3092\u7dad\u6301\u3057\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3068\u306e\u6574\u5408\u6027\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Large language models (LLMs) \u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb (LLM)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-large-language-models-llms\" class=\"term-title\">Large language models (LLMs) (\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb (LLM))<\/a><p class=\"term-description\">\u3053\u306e\u30bf\u30a4\u30d7\u306e\u4eba\u5de5\u77e5\u80fd\u306f\u3001\u81a8\u5927\u306a\u91cf\u306e\u30c6\u30ad\u30b9\u30c8\u30c7\u30fc\u30bf\u306b\u3088\u308b\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u53d7\u3051\u3066\u304a\u308a\u3001\u4eba\u306e\u8a00\u8a9e\u3092\u7406\u89e3\u3057\u3001\u751f\u6210\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u901a\u8a71\u306e\u8981\u7d04\u3001\u9867\u5ba2\u306e\u610f\u56f3\u306e\u4e88\u6e2c\u3001\u81ea\u7136\u306a\u97f3\u58f0\u3067\u8a71\u3059\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306a\u3069\u306b\u3001LLM\u306b\u3088\u308b\u9ad8\u5ea6\u306a\u6a5f\u80fd\u304c\u6d3b\u7528\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\u306f\u3001\u8a00\u8a9e\u3068\u6587\u8108\u306e\u30d1\u30bf\u30fc\u30f3\u304b\u3089\u5b66\u7fd2\u3057\u3001\u904b\u7528\u3092\u91cd\u306d\u308b\u307b\u3069\u52b9\u679c\u304c\u9ad8\u307e\u308a\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-M\" data-display-count=\"7\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">M<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Mobile voice \u30e2\u30d0\u30a4\u30eb\u30dc\u30a4\u30b9\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-mobile-voice\" class=\"term-title\">Mobile voice (\u30e2\u30d0\u30a4\u30eb\u30dc\u30a4\u30b9\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30e2\u30d0\u30a4\u30eb\u30dc\u30a4\u30b9\u3068\u306f\u3001\u8fd1\u5e74\u5927\u304d\u304f\u9032\u5316\u3057\u305f\u30e2\u30d0\u30a4\u30eb\u3068\u97f3\u58f0\u8a8d\u8b58\u306e2\u3064\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u7d44\u307f\u5408\u308f\u305b\u305f\u3001\u65b0\u3057\u3044\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u9818\u57df\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Model context protocol \u30e2\u30c7\u30eb\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u30d7\u30ed\u30c8\u30b3\u30eb\uff08MCP\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-model-context-protocol\" class=\"term-title\">Model context protocol (\u30e2\u30c7\u30eb\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u30d7\u30ed\u30c8\u30b3\u30eb\uff08MCP\uff09)<\/a><p class=\"term-description\">\u30e2\u30c7\u30eb\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u30d7\u30ed\u30c8\u30b3\u30eb\uff08MCP\uff09\u306f\u3001\u63a8\u8ad6\u4e2d\u306bAI\u30e2\u30c7\u30eb\u3001\u7279\u306b\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\uff08LLM\uff09\u306b\u304a\u3051\u308b\u6587\u8108\u60c5\u5831\u306e\u53ce\u96c6\u3001\u4fdd\u6301\u3001\u914d\u4fe1\u306e\u65b9\u6cd5\u3092\u7ba1\u7406\u3059\u308b\u305f\u3081\u306e\u69cb\u9020\u5316\u3055\u308c\u305f\u624b\u6cd5\u307e\u305f\u306f\u6a19\u6e96\u3092\u6307\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Modern contact center \u8fd1\u4ee3\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-modern-contact-center\" class=\"term-title\">Modern contact center (\u8fd1\u4ee3\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u8fd1\u4ee3\u578b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u304a\u3088\u3073\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u3059\u3079\u3066\u306e\u9867\u5ba2\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u7ba1\u7406\u3059\u308b\u3001\u4f01\u696d\u306e\u4e2d\u5fc3\u7684\u306a\u62e0\u70b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Multi-channel Cloud Call Center \u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-multi-channel-cloud-call-center\" class=\"term-title\">Multi-channel Cloud Call Center (\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u7d71\u5408\u3059\u308bCX\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u6700\u65b0\u6a5f\u80fd\u3092\u5c0e\u5165\u3059\u308b\u30b3\u30b9\u30c8\u3092\u6291\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Multi-skill scheduling \u30de\u30eb\u30c1\u30b9\u30ad\u30eb\u30fb\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-multi-skill-scheduling\" class=\"term-title\">Multi-skill scheduling (\u30de\u30eb\u30c1\u30b9\u30ad\u30eb\u30fb\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0)<\/a><p class=\"term-description\">\u30de\u30eb\u30c1\u30b9\u30ad\u30eb\u30fb\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u8907\u6570\u306e\u30b9\u30ad\u30eb\u3092\u5272\u308a\u5f53\u3066\u308b\u3053\u3068\u3067\u3001\u591a\u69d8\u306a\u30bf\u30b9\u30af\u3078\u306e\u5bfe\u5fdc\u3092\u53ef\u80fd\u306b\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u306f\u5e45\u5e83\u3044\u9867\u5ba2\u30cb\u30fc\u30ba\u306b\u67d4\u8edf\u306b\u5fdc\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u30ea\u30bd\u30fc\u30b9\u6d3b\u7528\u3068\u696d\u52d9\u52b9\u7387\u306e\u5411\u4e0a\u304c\u671f\u5f85\u3055\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Multichannel cloud contact center \u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-multi-channel-cloud-contact-center\" class=\"term-title\">Multichannel cloud contact center (\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc)<\/a><p class=\"term-description\">\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u97f3\u58f0\u3001\u30c6\u30ad\u30b9\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3001Web \u3092\u542b\u3080\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u7d71\u5408\u3057\u3001\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u30b5\u30fc\u30d0\u30fc\u3092\u4ecb\u3057\u3066\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Multilingual AI support \u591a\u8a00\u8a9eAI\u30b5\u30dd\u30fc\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-multilingual-ai-support\" class=\"term-title\">Multilingual AI support (\u591a\u8a00\u8a9eAI\u30b5\u30dd\u30fc\u30c8)<\/a><p class=\"term-description\">\u591a\u8a00\u8a9eAI\u30b5\u30dd\u30fc\u30c8\u3068\u306f\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3092\u6d3b\u7528\u3057\u3066\u8907\u6570\u306e\u8a00\u8a9e\u306b\u3088\u308b\u9867\u5ba2\u5bfe\u5fdc\u3092\u81ea\u52d5\u7684\u306b\u7406\u89e3\u30fb\u51e6\u7406\u30fb\u5fdc\u7b54\u3059\u308b\u6a5f\u80fd\u3092\u6307\u3057\u307e\u3059\u3002\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3059\u3079\u3066\u306e\u8a00\u8a9e\u306b\u7cbe\u901a\u3057\u3066\u3044\u306a\u304f\u3066\u3082\u3001\u30b0\u30ed\u30fc\u30d0\u30eb\u306a\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u4e00\u8cab\u3057\u305f\u9ad8\u54c1\u8cea\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-N\" data-display-count=\"4\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">N<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Natural language processing (NLP) \u81ea\u7136\u8a00\u8a9e\u51e6\u7406\uff08NLP\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-natural-language-processing\" class=\"term-title\">Natural language processing (NLP) (\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\uff08NLP\uff09)<\/a><p class=\"term-description\">\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\uff08NLP\uff09\u306f\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u304c\u4eba\u9593\u306e\u8a00\u8a9e\u3092\u89e3\u91c8\u3001\u5206\u6790\u3001\u751f\u6210\u3067\u304d\u308b\u3088\u3046\u652f\u63f4\u3059\u308b\u3001AI\u306e\u4e2d\u6838\u7684\u306a\u6280\u8853\u3067\u3059\u3002\u69cb\u6587\u3001\u610f\u5473\u3001\u6587\u8108\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001NLP\u306f\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u5206\u985e\u3057\u3001\u611f\u60c5\u3092\u6e2c\u5b9a\u3057\u3001\u30c6\u30ad\u30b9\u30c8\u3084\u97f3\u58f0\u304b\u3089\u95a2\u9023\u3059\u308b\u60c5\u5831\u3092\u62bd\u51fa\u3067\u304d\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3044\u3066\u306f\u3001NLP\u306f\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3084\u30dc\u30a4\u30b9\u30dc\u30c3\u30c8\u306e\u57fa\u76e4\u3068\u306a\u308a\u3001\u6b63\u78ba\u3067\u4eba\u9593\u306e\u3088\u3046\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002\u8a00\u8a9e\u306e\u30cb\u30e5\u30a2\u30f3\u30b9\u3084\u6587\u5316\u7684\u306a\u9055\u3044\u3092\u514b\u670d\u3059\u308b\u3053\u3068\u306f\u4f9d\u7136\u3068\u3057\u3066\u8ab2\u984c\u3067\u3059\u304c\u3001\u7d99\u7d9a\u7684\u306a\u7814\u7a76\u3068\u6a5f\u68b0\u5b66\u7fd2\u306e\u9032\u5c55\u306b\u3088\u308a\u3001NLP\u306e\u7cbe\u5ea6\u3068\u591a\u69d8\u6027\u306f\u6539\u5584\u3055\u308c\u7d9a\u3051\u3066\u304a\u308a\u3001\u73fe\u4ee3\u306eCX\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u6b20\u304b\u305b\u306a\u3044\u6280\u8853\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Natural language understanding (NLU) \u81ea\u7136\u8a00\u8a9e\u7406\u89e3 (NLU)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-natural-language-understanding-nlu\" class=\"term-title\">Natural language understanding (NLU) (\u81ea\u7136\u8a00\u8a9e\u7406\u89e3 (NLU))<\/a><p class=\"term-description\">\u81ea\u7136\u8a00\u8a9e\u7406\u89e3 (NLU)\u3068\u306f\u3001\u81ea\u7136\u8a00\u8a9e\u51e6\u7406 (NLP) \u306e\u30b5\u30d6\u30d6\u30e9\u30f3\u30c1\u3067\u3042\u308a\u3001\u4eba\u9593\u306e\u8a00\u8449\u306e\u610f\u5473\u3001\u610f\u56f3\u3001\u6587\u8108\u306e\u89e3\u91c8\u306b\u7279\u5316\u3057\u305f\u3082\u306e\u3067\u3059\u3002\u5358\u306a\u308b\u30ad\u30fc\u30ef\u30fc\u30c9\u306e\u691c\u51fa\u3067\u306f\u306a\u304f\u3001\u8a00\u8449\u3092\u771f\u306b\u7406\u89e3\u3059\u308b\u80fd\u529b\u3092\u6307\u3057\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001NLU\u306b\u3088\u3063\u3066\u8907\u96d1\u306a\u8cea\u554f\u3092\u6b63\u78ba\u306b\u51e6\u7406\u3057\u3001\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u8fc5\u901f\u304b\u3064\u9069\u5207\u306a\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3092\u5b9f\u73fe\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Negative customer experiences \u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-negative-customer-experiences\" class=\"term-title\">Negative customer experiences (\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09)<\/a><p class=\"term-description\">\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3068\u306f\u3001\u9867\u5ba2\u304c\u4e0d\u6e80\u3084\u5931\u671b\u3092\u611f\u3058\u308b\u3088\u3046\u306a\u4f53\u9a13\u3092\u6307\u3057\u307e\u3059\u3002\u9867\u5ba2\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3067\u304d\u306a\u304b\u3063\u305f\u308a\u3001\u554f\u984c\u3092\u60aa\u5316\u3055\u305b\u305f\u308a\u3001\u65b0\u305f\u306a\u61f8\u5ff5\u3092\u5f15\u304d\u8d77\u3053\u3059\u3088\u3046\u306a\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u3084\u308a\u53d6\u308a\u304c\u8a72\u5f53\u3057\u307e\u3059\u3002\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5fdc\u3048\u3089\u308c\u306a\u3044\u5834\u5408\u3001\u4e0d\u6e80\u3092\u611f\u3058\u305f\u9867\u5ba2\u306e\u30d6\u30e9\u30f3\u30c9\u306b\u5bfe\u3059\u308b\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u304c\u68c4\u640d\u3057\u3001\u6700\u7d42\u7684\u306b\u306f\u7af6\u5408\u4ed6\u793e\u306b\u96e2\u308c\u3066\u3057\u307e\u3046\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u30cd\u30ac\u30c6\u30a3\u30d6\u306aCX\u3092\u9632\u3050\u3053\u3068\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u9577\u671f\u7684\u306a\u95a2\u4fc2\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306b\u975e\u5e38\u306b\u91cd\u8981\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Next-best action \u6700\u9069\u306a\u6b21\u306e\u5bfe\u5fdc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-next-best-action\" class=\"term-title\">Next-best action (\u6700\u9069\u306a\u6b21\u306e\u5bfe\u5fdc)<\/a><p class=\"term-description\">\u6700\u9069\u306a\u6b21\u306e\u5bfe\u5fdc\uff08\u30cd\u30af\u30b9\u30c8\u30fb\u30d9\u30b9\u30c8\u30fb\u30a2\u30af\u30b7\u30e7\u30f3\uff09\u3068\u306f\u3001AI\u304c\u9867\u5ba2\u30c7\u30fc\u30bf\u3084\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5c65\u6b74\u3092\u5206\u6790\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u3068\u3063\u3066\u6700\u3082\u52b9\u679c\u7684\u306a\u5bfe\u5fdc\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u63d0\u6848\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u9069\u5207\u306a\u5546\u54c1\u306e\u63d0\u793a\u3001\u554f\u984c\u89e3\u6c7a\u306e\u652f\u63f4\u3001\u3042\u308b\u3044\u306f\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a2\u30c9\u30d0\u30a4\u30b9\u306e\u63d0\u4f9b\u306a\u3069\u3092\u901a\u3058\u3066\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u5411\u4e0a\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u696d\u52d9\u52b9\u7387\u5316\u306b\u3082\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-O\" data-display-count=\"12\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">O<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Occupancy \u7a3c\u50cd\u7387\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-occupancy\" class=\"term-title\">Occupancy (\u7a3c\u50cd\u7387)<\/a><p class=\"term-description\">\u7a3c\u50cd\u7387\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u9867\u5ba2\u5bfe\u5fdc\u3084\u5f85\u6a5f\u306b\u5145\u3066\u3066\u3044\u308b\u6642\u9593\u306e\u5272\u5408\u3092\u793a\u3059\u6307\u6a19\u3067\u3059\u3002\u9ad8\u3044\u7a3c\u50cd\u7387\u306f\u30ea\u30bd\u30fc\u30b9\u304c\u52b9\u7387\u7684\u306b\u6d3b\u7528\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u3001\u4f4e\u3044\u5834\u5408\u306f\u904e\u5270\u914d\u7f6e\u3084\u696d\u52d9\u306e\u6700\u9069\u5316\u4e0d\u8db3\u304c\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\/\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u304a\u3051\u308b\u91cd\u8981\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u6307\u6a19\u306e\u3072\u3068\u3064\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel cloud call center \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-omnichannel-cloud-call-center\" class=\"term-title\">Omnichannel cloud call center (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\u3001\u591a\u69d8\u306a\u30c1\u30e3\u30cd\u30eb\u3092\u5229\u7528\u3059\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u6226\u7565\u3067\u3059\u3002\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u30b5\u30fc\u30d0\u30fc\u3092\u4ecb\u3057\u3066\u3059\u3079\u3066\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel cloud contact center \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-omnichannel-cloud-contact-center\" class=\"term-title\">Omnichannel cloud contact center (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30af\u30e9\u30a6\u30c9\u30fb\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u30af\u30e9\u30a6\u30c9\u3067\u30db\u30b9\u30c8\u3055\u308c\u308b\u5305\u62ec\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3001\u8907\u6570\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30c1\u30e3\u30cd\u30eb\u3092 1 \u3064\u306e\u7d71\u5408\u30b7\u30b9\u30c6\u30e0\u306b\u96c6\u7d04\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel copilot \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-omnichannel-copilot\" class=\"term-title\">Omnichannel copilot (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\uff08Omnichannel Copilot\uff09\u306f\u3001\u96fb\u8a71\u3001E\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306a\u3069\u3001\u3042\u3089\u3086\u308b\u30c1\u30e3\u30cd\u30eb\u3067\u6a5f\u80fd\u3059\u308bAI\u4e3b\u5c0e\u578b\u30c4\u30fc\u30eb\u3067\u3059\u3002\u3059\u3079\u3066\u306e\u63a5\u70b9\u304b\u3089\u5f97\u305f\u60c5\u5831\u3092\u7d71\u5408\u3057\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u9867\u5ba2\u304c\u4f1a\u8a71\u3092\u9014\u4e2d\u304b\u3089\u3067\u3082\u5186\u6ed1\u306b\u518d\u958b\u3067\u304d\u308b\u3088\u3046\u652f\u63f4\u3057\u307e\u3059\u3002\u30c1\u30e3\u30cd\u30eb\u306e\u7d71\u5408\u306b\u3088\u308a\u3001\u6700\u9069\u306a\u6b21\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u306e\u63d0\u6848\u3084\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u652f\u63f4\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u306e\u6709\u76ca\u306a\u60c5\u5831\u306e\u63d0\u4f9b\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u696d\u52d9\u304c\u7c21\u7d20\u5316\u3055\u308c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel customer experience \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-omnichannel-customer-experience\" class=\"term-title\">Omnichannel customer experience (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u306f\u3001\u5546\u54c1\u30ec\u30d3\u30e5\u30fc\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3001\u96fb\u5b50\u30e1\u30fc\u30eb\u306a\u3069\u3001\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u306b\u308f\u305f\u308b\u9867\u5ba2\u4f53\u9a13\u306e\u3053\u3068\u3067\u3059\u3002\u591a\u5c90\u306b\u308f\u305f\u308b\u30c1\u30e3\u30cd\u30eb\u3078\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092AI\u30d9\u30fc\u30b9\u3067\u5206\u6790\u3057\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306e\u8cb4\u91cd\u306a\u6d1e\u5bdf\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30b3\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u9577\u671f\u7684\u306a\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u6e80\u8db3\u5ea6\u5411\u4e0a\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel customer journey \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-omnichannel-customer-journey\" class=\"term-title\">Omnichannel customer journey (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306f\u3001\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u901a\u3058\u3066\u3001\u9867\u5ba2\u3084\u898b\u8fbc\u307f\u9867\u5ba2\u304c\u4f01\u696d\u3068\u3084\u308a\u53d6\u308a\u3059\u308b\u4e3b\u8981\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\uff08\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3001\u30d7\u30ed\u30bb\u30b9\u3001\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u306a\u3069\uff09\u3067\u69cb\u6210\u3055\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306f\u3001\u5358\u4e00\u307e\u305f\u306f\u8907\u6570\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u3057\u3066\u6349\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u4e00\u8cab\u6027\u304c\u3042\u308a\u3001\u5206\u304b\u308a\u3084\u3059\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u3082\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u304c\u56f3\u308c\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel customer service \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-omnichannel-customer-service\" class=\"term-title\">Omnichannel customer service (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3068\u306f\u3001\u9867\u5ba2\u30fb\u898b\u8fbc\u307f\u9867\u5ba2\u3068\u88fd\u54c1\u30fb\u30b5\u30fc\u30d3\u30b9\u306e\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u304c\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u4ea4\u308f\u3059\u3055\u307e\u3056\u307e\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u3088\u308a\u69cb\u6210\u3055\u308c\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel engagement \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-omnichannel-engagement\" class=\"term-title\">Omnichannel engagement (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\uff08Omnichannel Engagement\uff09\u306f\u3001\u96fb\u8a71\u3001\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb\u3001\u5e97\u8217\u306a\u3069\u3001\u3042\u3089\u3086\u308b\u9867\u5ba2\u63a5\u70b9\u3092\u901a\u3058\u3066\u7d71\u4e00\u3055\u308c\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u30a2\u30d7\u30ed\u30fc\u30c1\u3067\u3059\u3002\u9867\u5ba2\u304c\u30c1\u30e3\u30cd\u30eb\u3092\u5207\u308a\u66ff\u3048\u3066\u3082\u3001\u72b6\u6cc1\u304c\u7dad\u6301\u3055\u308c\u3001\u7e70\u308a\u8fd4\u3057\u8aac\u660e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u305b\u3093\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30c7\u30fc\u30bf\u3092\u540c\u671f\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u9867\u5ba2\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u53ef\u8996\u5316\u3057\u3001\u4e00\u8cab\u6027\u306e\u3042\u308b\u30e1\u30c3\u30bb\u30fc\u30b8\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002CRM\u30c7\u30fc\u30bf\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3067\u306e\u5fdc\u5bfe\u5c65\u6b74\u3001\u5206\u6790\u60c5\u5831\u306a\u3069\u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u90e8\u9580\u9593\u306e\u9023\u643a\u304c\u5f37\u5316\u3055\u308c\u3001\u500b\u3005\u306e\u9867\u5ba2\u306b\u6700\u9069\u5316\u3055\u308c\u305f\u30b9\u30e0\u30fc\u30ba\u304b\u3064\u8fc5\u901f\u306a\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u5b9f\u73fe\u3057\u307e\u3059\u3002\u7d50\u679c\u3068\u3057\u3066\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3001\u30e9\u30a4\u30d5\u30bf\u30a4\u30e0\u30d0\u30ea\u30e5\u30fc\u306e\u5411\u4e0a\u306b\u5bc4\u4e0e\u3057\u3001\u4f01\u696d\u306b\u7af6\u4e89\u512a\u4f4d\u6027\u3092\u3082\u305f\u3089\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Omnichannel workforce management \u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-omnichannel-workforce-management\" class=\"term-title\">Omnichannel workforce management (\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u96fb\u8a71\u3001\u30e1\u30fc\u30eb\u3001\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306a\u3069\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u7d71\u5408\u3057\u3001\u3042\u3089\u3086\u308b\u9867\u5ba2\u63a5\u70b9\u3067\u4e00\u8cab\u3057\u305f\u5bfe\u5fdc\u3092\u5b9f\u73fe\u3059\u308b\u7ba1\u7406\u624b\u6cd5\u3067\u3059\u3002\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u5404\u30c1\u30e3\u30cd\u30eb\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u8a13\u7df4\u3055\u308c\u3066\u304a\u308a\u3001\u52b9\u7387\u7684\u304b\u3064\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u63d0\u4f9b\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Orchestrated customer engagement \u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-orchestrated-customer-engagement\" class=\"term-title\">Orchestrated customer engagement (\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3055\u308c\u305f\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u3084\u63a5\u70b9\u3001\u6642\u9593\u8ef8\u3092\u6a2a\u65ad\u3057\u3066\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u6226\u7565\u7684\u306b\u8abf\u6574\u3057\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u3001\u304b\u3064\u6587\u8108\u3092\u8e0f\u307e\u3048\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u8003\u3048\u65b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Outbound call center \u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-an-outbound-call-center\" class=\"term-title\">Outbound call center (\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u4f1a\u793e\u306e\u4ee3\u8868\u3068\u3057\u3066\u65e2\u5b58\u9867\u5ba2\u307e\u305f\u306f\u898b\u8fbc\u307f\u9867\u5ba2\u306b\u63a5\u89e6\u3059\u308b\u4e2d\u5fc3\u70b9\u306a\u62e0\u70b9\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Outbound IVR \u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9IVR\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-outbound-ivr\" class=\"term-title\">Outbound IVR (\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9IVR\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9IVR\u3068\u306f\u3001\u9867\u5ba2\u306b\u5bfe\u3057\u7a4d\u6975\u7684\u306b\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u914d\u4fe1\u3059\u308b\u305f\u3081\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-P\" data-display-count=\"14\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">P<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Performance management \u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-performance-management\" class=\"term-title\">Performance management (\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406)<\/a><p class=\"term-description\">\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u3068\u306f\u3001\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u30b3\u30fc\u30c1\u30f3\u30b0\u3001\u76ee\u6a19\u8a2d\u5b9a\u3092\u901a\u3058\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u696d\u52d9\u72b6\u6cc1\u3092\u628a\u63e1\u3057\u3001\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3092\u56f3\u308b\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u306e\u6210\u9577\u3092\u652f\u63f4\u3057\u306a\u304c\u3089\u3001\u4f01\u696d\u76ee\u6a19\u306e\u9054\u6210\u3068\u9ad8\u54c1\u8cea\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u63d0\u4f9b\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalization engine \u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u30a8\u30f3\u30b8\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-personalization-engine\" class=\"term-title\">Personalization engine (\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u30a8\u30f3\u30b8\u30f3)<\/a><p class=\"term-description\">\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30a8\u30f3\u30b8\u30f3\u306f\u3001\u30c7\u30fc\u30bf\u3001\u884c\u52d5\u3001\u50be\u5411\u306b\u57fa\u3065\u3044\u3066\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b3\u30f3\u30c6\u30f3\u30c4\u3001\u30aa\u30d5\u30a1\u30fc\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u9867\u5ba2\u306b\u63d0\u4f9b\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3092\u81ea\u52d5\u5316\u3059\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002\u500b\u5225\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5927\u898f\u6a21\u306b\u5275\u51fa\u3057\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002AI \u30d9\u30fc\u30b9\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u512a\u308c\u305f\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3042\u308b Genesys Cloud\u2122 \u306f\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u30a8\u30f3\u30b8\u30f3\u306e\u4e00\u4f8b\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalized marketing campaigns \u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-personalized-marketing-campaigns\" class=\"term-title\">Personalized marketing campaigns (\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0)<\/a><p class=\"term-description\">\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3068\u306f\u3001\u7279\u5b9a\u306e\u9867\u5ba2\u306e\u597d\u307f\u3084\u884c\u52d5\u3001\u30cb\u30fc\u30ba\u306b\u5408\u308f\u305b\u3066\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u624b\u6cd5\u306e\u3053\u3068\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u3042\u3089\u3086\u308b\u90e8\u5206\u3092\u9867\u5ba2\u3054\u3068\u306e\u76ee\u7684\u306b\u5408\u308f\u305b\u3066\u6700\u9069\u5316\u3057\u3001\u4e0d\u8981\u306a\u6469\u64e6\u3092\u53d6\u308a\u9664\u304d\u307e\u3059\u3002\u305d\u306e\u7d50\u679c\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u52a0\u3048\u3066\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3084\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387\u306e\u6539\u5584\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Personalized offers \u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30aa\u30d5\u30a1\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-personalized-offers\" class=\"term-title\">Personalized offers (\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30aa\u30d5\u30a1\u30fc)<\/a><p class=\"term-description\">\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30aa\u30d5\u30a1\u30fc\u3068\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u30c7\u30fc\u30bf\u3084\u50be\u5411\u3092\u57fa\u306b\u3001\u500b\u3005\u306e\u30cb\u30fc\u30ba\u306b\u6700\u9069\u5316\u3057\u305f\u63d0\u6848\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u6d3b\u7528\u3057\u3001\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u3068\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3044\u3066\u3001\u9867\u5ba2\u306e\u52b4\u529b\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u305f\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u4e00\u8cab\u3057\u305f\u30b5\u30dd\u30fc\u30c8\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u76ee\u7684\u3067\u3059\u3002\u30aa\u30d5\u30a1\u30fc\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306f\u30b5\u30dd\u30fc\u30c8\u3092\u53d7\u3051\u308b\u305f\u3073\u306b\u5feb\u9069\u3067\u5b89\u5fc3\u3067\u304d\u308bCX\u4f53\u9a13\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predicting customer churn \u9867\u5ba2\u96e2\u8131\u4e88\u6e2c\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predicting-customer-churn\" class=\"term-title\">Predicting customer churn (\u9867\u5ba2\u96e2\u8131\u4e88\u6e2c)<\/a><p class=\"term-description\">\u9867\u5ba2\u306e\u96e2\u8131\u3092\u4e88\u6e2c\u3059\u308b\u306b\u306f\u3001\u30c7\u30fc\u30bf\u5206\u6790\u3084\u6a5f\u68b0\u5b66\u7fd2\u3092\u6d3b\u7528\u3057\u3066\u3001\u95a2\u4e0e\u304c\u4f4e\u4e0b\u3057\u3064\u3064\u3042\u308b\u9867\u5ba2\u3092\u65e9\u671f\u306b\u7279\u5b9a\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u884c\u52d5\u5c65\u6b74\u3084\u5229\u7528\u50be\u5411\u306a\u3069\u306e\u6307\u6a19\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30ea\u30b9\u30af\u306e\u5146\u5019\u3092\u5bdf\u77e5\u3057\u3001\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u306e\u50cd\u304d\u304b\u3051\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive analytics \u4e88\u6e2c\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predictive-analytics\" class=\"term-title\">Predictive analytics (\u4e88\u6e2c\u5206\u6790)<\/a><p class=\"term-description\">\u4e88\u6e2c\u5206\u6790\uff08Predictive Analytics\uff09\u306f\u3001\u904e\u53bb\u306e\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304d\u3001\u7d71\u8a08\u30e2\u30c7\u30eb\u3084\u6a5f\u68b0\u5b66\u7fd2\u3092\u7528\u3044\u3066\u5c06\u6765\u306e\u7d50\u679c\u3092\u4e88\u6e2c\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u4f01\u696d\u306f\u3053\u308c\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u9867\u5ba2\u884c\u52d5\u3084\u30c8\u30ec\u30f3\u30c9\u306e\u628a\u63e1\u3001\u30ea\u30bd\u30fc\u30b9\u306e\u6700\u9069\u5316\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u9818\u57df\u3067\u306f\u3001\u9867\u5ba2\u96e2\u308c\u3084\u554f\u3044\u5408\u308f\u305b\u4ef6\u6570\u306e\u4e88\u6e2c\u3001\u9069\u5207\u306a\u89e3\u6c7a\u7d4c\u8def\u306e\u7279\u5b9a\u306a\u3069\u306b\u5fdc\u7528\u3055\u308c\u307e\u3059\u3002\u3053\u3046\u3057\u305f\u4e88\u6e2c\u306b\u3088\u308a\u3001\u30d7\u30ed\u30e2\u30fc\u30b7\u30e7\u30f3\u306e\u7cbe\u5ea6\u5411\u4e0a\u3084\u30d4\u30fc\u30af\u6642\u306e\u4eba\u54e1\u914d\u7f6e\u306a\u3069\u3001\u5148\u56de\u308a\u3057\u305f\u5bfe\u5fdc\u304c\u5b9f\u73fe\u3057\u307e\u3059\u3002\u7cbe\u5ea6\u3092\u4fdd\u3064\u306b\u306f\u3001\u7d99\u7d9a\u7684\u306a\u30e2\u30c7\u30eb\u306e\u8abf\u6574\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive analytics in CX \u9867\u5ba2\u884c\u52d5\u306e\u4e88\u6e2c\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-predictive-analytics-in-cx\" class=\"term-title\">Predictive analytics in CX (\u9867\u5ba2\u884c\u52d5\u306e\u4e88\u6e2c\u5206\u6790)<\/a><p class=\"term-description\">\u9867\u5ba2\u884c\u52d5\u306e\u4e88\u6e2c\u5206\u6790\u306f\u3001\u904e\u53bb\u306e\u30c7\u30fc\u30bf\u3068AI\u306b\u3088\u308b\u6a5f\u68b0\u5b66\u7fd2\u3092\u6d3b\u7528\u3057\u3066\u3001\u5c06\u6765\u306e\u884c\u52d5\u3084\u30cb\u30fc\u30ba\u3092\u7684\u78ba\u306b\u4e88\u6e2c\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u500b\u3005\u306e\u9867\u5ba2\u306b\u5408\u308f\u305b\u305f\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u3001\u61f8\u5ff5\u4e8b\u9805\u3078\u306e\u4e8b\u524d\u5bfe\u51e6\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u306e\u6700\u9069\u5316\u304c\u5b9f\u73fe\u3057\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u306f\u3001\u5fdc\u5bfe\u54c1\u8cea\u306e\u5411\u4e0a\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6700\u5927\u5316\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive customer behavior modeling \u9867\u5ba2\u884c\u52d5\u306e\u4e88\u6e2c\u30e2\u30c7\u30ea\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predictive-customer-behavior-modeling\" class=\"term-title\">Predictive customer behavior modeling (\u9867\u5ba2\u884c\u52d5\u306e\u4e88\u6e2c\u30e2\u30c7\u30ea\u30f3\u30b0)<\/a><p class=\"term-description\">\u9867\u5ba2\u884c\u52d5\u306e\u4e88\u6e2c\u30e2\u30c7\u30ea\u30f3\u30b0\u3068\u306f\u3001\u9867\u5ba2\u306e\u904e\u53bb\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u60c5\u5831\u306a\u3069\u3092\u6a5f\u68b0\u5b66\u7fd2\u3055\u305b\u3001\u9867\u5ba2\u884c\u52d5\u3084\u6210\u679c\u76ee\u6a19\u3092\u4e88\u6e2c\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u6a5f\u68b0\u5b66\u7fd2\u306b\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u7e70\u308a\u8fd4\u3057\u5206\u6790\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u4e88\u6e2c\u30e2\u30c7\u30eb\u306e\u7cbe\u5ea6\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u4e88\u6e2c\u30e2\u30c7\u30ea\u30f3\u30b0\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u3068\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u9069\u5207\u306a\u65b9\u6cd5\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u30c7\u30fc\u30bf\u5206\u6790\u304b\u3089\u5f97\u305f\u4e88\u6e2c\u3092\u6d3b\u7528\u3057\u3001\u9867\u5ba2\u3054\u3068\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u305f\u30c1\u30e3\u30c3\u30c8\u3092\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u9001\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive dialing \u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30c0\u30a4\u30a2\u30ea\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predictive-dialing\" class=\"term-title\">Predictive dialing (\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30c0\u30a4\u30a2\u30ea\u30f3\u30b0)<\/a><p class=\"term-description\">\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30c0\u30a4\u30e4\u30e9\u30fc\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u30fb\u30b3\u30fc\u30eb\u306e\u81ea\u52d5\u5316\u306b\u4f7f\u7528\u3055\u308c\u308b\u9ad8\u5ea6\u306a\u30c6\u30ec\u30d5\u30a9\u30cb\u30fc\u30b7\u30b9\u30c6\u30e0\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive engagement \u4e88\u6e2c\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predictive-engagement\" class=\"term-title\">Predictive engagement (\u4e88\u6e2c\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u4e88\u6e2c\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u3068\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u5206\u6790\u3092\u6d3b\u7528\u3057\u3001\u30c7\u30b8\u30bf\u30eb\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u4e2d\u306e\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u5148\u8aad\u307f\u3057\u3066\u5bfe\u5fdc\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive personalization \u4e88\u6e2c\u7684\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predictive-personalization\" class=\"term-title\">Predictive personalization (\u4e88\u6e2c\u7684\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u4e88\u6e2c\u7684\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u30c7\u30fc\u30bf\u5206\u6790\u3068\u6a5f\u68b0\u5b66\u7fd2\u3092\u6d3b\u7528\u3057\u3066\u3001\u9867\u5ba2\u306e\u50be\u5411\u3068\u884c\u52d5\u3092\u4e88\u6e2c\u3057\u307e\u3059\u3002\u9867\u5ba2\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3001\u63d0\u6848\u3001\u30aa\u30d5\u30a1\u30fc\u3092\u63d0\u4f9b\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u9867\u5ba2\u6e80\u8db3\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\uff08CJM\uff09\u306e\u76ee\u7684\u306e 1 \u3064\u3067\u3042\u308a\u3001\u4e88\u6e2c\u7684\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306f\u91cd\u8981\u306a CJM \u30c4\u30fc\u30eb\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Predictive routing \u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-predictive-routing\" class=\"term-title\">Predictive routing (\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0)<\/a><p class=\"term-description\">\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\uff08Predictive Routing\uff09\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u5b9f\u7e3e\u3084\u9867\u5ba2\u30d7\u30ed\u30d5\u30a1\u30a4\u30eb\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u72b6\u6cc1\u306a\u3069\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u304a\u3088\u3073\u904e\u53bb\u306e\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3001\u6700\u9069\u306a\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u9867\u5ba2\u3092\u30de\u30c3\u30c1\u30f3\u30b0\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u3069\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3084\u30c1\u30e3\u30cd\u30eb\u304c\u6700\u826f\u306e\u6210\u679c\u3092\u751f\u3080\u304b\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5f85\u3061\u6642\u9593\u3084\u8ee2\u9001\u56de\u6570\u3092\u524a\u6e1b\u3057\u3001\u521d\u56de\u5bfe\u5fdc\u3067\u306e\u89e3\u6c7a\u7387\u3092\u9ad8\u3081\u307e\u3059\u3002\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u91cd\u306d\u308b\u3054\u3068\u306b\u30a2\u30eb\u30b4\u30ea\u30ba\u30e0\u304c\u5b66\u7fd2\u30fb\u9032\u5316\u3057\u3001\u7d99\u7d9a\u7684\u306a\u6700\u9069\u5316\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b9\u7387\u304c\u5411\u4e0a\u3057\u3001\u30b3\u30b9\u30c8\u524a\u6e1b\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u3001\u5909\u52d5\u3059\u308b\u9700\u8981\u306b\u3082\u67d4\u8edf\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u3068\u3063\u3066\u6709\u52b9\u306a\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Private branch exchange (PBX) \u69cb\u5185\u96fb\u8a71\u4ea4\u63db\u6a5f\uff08PBX\uff09\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-private-branch-exchange-pbx\" class=\"term-title\">Private branch exchange (PBX) (\u69cb\u5185\u96fb\u8a71\u4ea4\u63db\u6a5f\uff08PBX\uff09\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u69cb\u5185\u96fb\u8a71\u4ea4\u63db\u6a5f\uff08PBX\uff09\u306f\u3001\u4f01\u696d\u5185\u3067\u4f7f\u7528\u3055\u308c\u308b\u69cb\u5185\u96fb\u8a71\u30cd\u30c3\u30c8\u30ef\u30fc\u30af\u3067\u3059\u3002\u30e6\u30fc\u30b6\u30fc\u306fVoIP\u3001ISDN\u3001\u30a2\u30ca\u30ed\u30b0\u306a\u3069\u3055\u307e\u3056\u307e\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30c1\u30e3\u30cd\u30eb\u3092\u4f7f\u7528\u3057\u3066\u793e\u5185\u304a\u3088\u3073\u793e\u5916\u3068\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u53d6\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Proactive customer service \u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-proactive-customer-service\" class=\"term-title\">Proactive customer service (\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9)<\/a><p class=\"term-description\">\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3067\u306f\u3001\u9867\u5ba2\u306e\u554f\u984c\u3084\u30cb\u30fc\u30ba\u304c\u767a\u751f\u3059\u308b\u524d\u306b\u4e88\u6e2c\u3057\u3066\u3001\u9867\u5ba2\u304c\u554f\u3044\u5408\u308f\u305b\u3092\u3059\u308b\u524d\u306b\u5bfe\u51e6\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u3001\u6709\u76ca\u306a\u60c5\u5831\u3084\u30a2\u30e9\u30fc\u30c8\u306e\u9001\u4fe1\u3001\u554f\u984c\u306e\u65e9\u671f\u89e3\u6c7a\u306a\u3069\u304c\u542b\u307e\u308c\u3001\u9867\u5ba2\u6e80\u8db3\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002AI\uff08\u4eba\u5de5\u77e5\u80fd\uff09\u306f\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u5f37\u529b\u306a\u30c4\u30fc\u30eb\u3067\u3059\u3002\u9867\u5ba2\u30cb\u30fc\u30ba\u4e88\u6e2c\u306e\u305f\u3081\u306b\u3001\u30c7\u30fc\u30bf\u3092\u6574\u7406\u30fb\u5206\u6790\u3067\u304d\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-Q\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">Q<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Quality assurance \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u54c1\u8cea\u4fdd\u8a3c (QA) \"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-quality-assurance\" class=\"term-title\">Quality assurance (\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u54c1\u8cea\u4fdd\u8a3c (QA) )<\/a><p class=\"term-description\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u54c1\u8cea\u4fdd\u8a3c\uff08QA\uff09\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u76e3\u8996\u30fb\u8a55\u4fa1\u3057\u3066\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306b\u4e0d\u53ef\u6b20\u306a\u3001\u4f01\u696d\u72ec\u81ea\u306e\u57fa\u6e96\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u76ee\u6a19\u306e\u9075\u5b88\u3092\u5fb9\u5e95\u3059\u308b\u305f\u3081\u306e\u4f53\u7cfb\u7684\u30d7\u30ed\u30bb\u30b9\u3092\u6307\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Quality management \u54c1\u8cea\u7ba1\u7406\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-quality-management\" class=\"term-title\">Quality management (\u54c1\u8cea\u7ba1\u7406)<\/a><p class=\"term-description\">\u54c1\u8cea\u7ba1\u7406\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30fb\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u5bfe\u5fdc\u3092\u76e3\u8996\u30fb\u8a55\u4fa1\u3057\u3001\u3042\u3089\u304b\u3058\u3081\u5b9a\u3081\u3089\u308c\u305f\u54c1\u8cea\u57fa\u6e96\u3092\u6e80\u305f\u3057\u3066\u3044\u308b\u304b\u3092\u78ba\u8a8d\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u306e\u4e00\u8cab\u6027\u3068\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u306e\u5411\u4e0a\u3092\u91cd\u8996\u3057\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5168\u4f53\u306e\u54c1\u8cea\u5411\u4e0a\u3092\u652f\u3048\u308b\u91cd\u8981\u306a\u53d6\u308a\u7d44\u307f\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Quick customer resolutions \u8fc5\u901f\u306a\u9867\u5ba2\u5bfe\u5fdc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-quick-customer-resolutions\" class=\"term-title\">Quick customer resolutions (\u8fc5\u901f\u306a\u9867\u5ba2\u5bfe\u5fdc)<\/a><p class=\"term-description\">\u8fc5\u901f\u306a\u9867\u5ba2\u5bfe\u5fdc\u3092\u884c\u3046\u305f\u3081\u306b\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u554f\u984c\u306b\u5bfe\u3057\u3066\u7d20\u65e9\u304f\u8a55\u4fa1\u30fb\u5bfe\u51e6\u3057\u3001\u52b9\u679c\u7684\u306b\u89e3\u6c7a\u7b56\u3092\u63d0\u793a\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u9867\u5ba2\u306e\u6f5c\u5728\u7684\u306a\u554f\u984c\u3092\u4e88\u6e2c\u3057\u3001\u4e8b\u524d\u306b\u5bfe\u5fdc\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002AI\u4e88\u6e2c\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u554f\u984c\u3092\u8fc5\u901f\u306b\u89e3\u6c7a\u3067\u304d\u3001\u9867\u5ba2\u306e\u4e0d\u6e80\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u308b\u3068\u540c\u6642\u306b\u3001\u6e80\u8db3\u5ea6\u3068\u4fe1\u983c\u6027\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-R\" data-display-count=\"6\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">R<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Real-time adherence (RTA) \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u9075\u5b88\u72b6\u6cc1\uff08RTA\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/real-time-adherence-rta\" class=\"term-title\">Real-time adherence (RTA) (\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u9075\u5b88\u72b6\u6cc1\uff08RTA\uff09)<\/a><p class=\"term-description\">\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u9075\u5b88\u72b6\u6cc1\uff08RTA\uff09\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30b7\u30d5\u30c8\u4e2d\u306b\u5272\u308a\u5f53\u3066\u3089\u308c\u305f\u696d\u52d9\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u3092\u3069\u308c\u3060\u3051\u6b63\u78ba\u306b\u5b88\u3063\u3066\u3044\u308b\u304b\u3092\u6e2c\u5b9a\u3059\u308b\u6307\u6a19\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u5b9f\u969b\u306e\u4eba\u54e1\u914d\u7f6e\u3068\u9700\u8981\u306e\u30d0\u30e9\u30f3\u30b9\u3092\u4fdd\u3061\u3001\u30b5\u30fc\u30d3\u30b9\u76ee\u6a19\u306e\u9054\u6210\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u4f4e\u4e0b\u306e\u9632\u6b62\u306b\u3064\u306a\u3052\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time customer engagement \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-real-time-customer-engagement\" class=\"term-title\">Real-time customer engagement (\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u3055\u307e\u3056\u307e\u306a\u30c1\u30e3\u30cd\u30eb\uff08\u7279\u306b\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\u3001\u30b9\u30d4\u30fc\u30c1\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\uff09\u3092\u901a\u3058\u3066\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u77ac\u6642\u306b\u53ef\u80fd\u3068\u306a\u308b\u6a5f\u80fd\u3067\u3059\u3002\u95a2\u9023\u6027\u306e\u9ad8\u3044\u30bf\u30a4\u30e0\u30ea\u30fc\u306a\u56de\u7b54\u3084\u30aa\u30d5\u30a1\u30fc\u3092\u63d0\u793a\u3057\u3001\u3088\u308a\u30c0\u30a4\u30ca\u30df\u30c3\u30af\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u751f\u307f\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time customer journey management \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-real-time-customer-journey-management\" class=\"term-title\">Real-time customer journey management (\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8ffd\u8de1\u3057\u3001\u8907\u6570\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u308f\u305f\u3063\u3066\u6700\u9069\u306a\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u30a8\u30f3\u30c9\u30fb\u30c4\u30fc\u30fb\u30a8\u30f3\u30c9\u3067\u30b7\u30fc\u30e0\u30ec\u30b9\u306aCX\u4f53\u9a13\u3092\u5b9f\u73fe\u3057\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u305f\u8fc5\u901f\u306a\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u7ba1\u7406\u306f\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u4e00\u74b0\u3068\u3057\u3066\u3001\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u3054\u3068\u306b\u6700\u9069\u306a\u6253\u3061\u624b\u3092\u63d0\u4f9b\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3092\u56f3\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time data and analytics \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30c7\u30fc\u30bf\u3068\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-real-time-data-and-analytics\" class=\"term-title\">Real-time data and analytics (\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30c7\u30fc\u30bf\u3068\u5206\u6790)<\/a><p class=\"term-description\">\u30c7\u30fc\u30bf\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u5206\u6790\u3068\u306f\u3001AI\u3092\u6d3b\u7528\u3057\u3066\u3001\u4e8b\u696d\u904b\u55b6\u3084\u9867\u5ba2\u884c\u52d5\u3001\u5e02\u5834\u52d5\u5411\u306a\u3069\u3092\u77ac\u6642\u306b\u628a\u63e1\u3067\u304d\u308b\u30b9\u30ca\u30c3\u30d7\u30b7\u30e7\u30c3\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u5909\u5316\u306b\u5373\u5ea7\u306b\u5bfe\u5fdc\u3057\u3001\u554f\u984c\u3092\u8fc5\u901f\u306b\u89e3\u6c7a\u3059\u308b\u3053\u3068\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u5206\u6790\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u8fc5\u901f\u306a\u610f\u601d\u6c7a\u5b9a\u3084\u5224\u65ad\u304c\u3067\u304d\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u3082\u3088\u308a\u52b9\u679c\u7684\u306a\u9867\u5ba2\u5bfe\u5fdc\u304c\u5b9f\u65bd\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Real-time personalization \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-real-time-personalization\" class=\"term-title\">Real-time personalization (\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3)<\/a><p class=\"term-description\">\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u3001\u30e9\u30a4\u30d6\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3084\u5373\u6642\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8abf\u6574\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u901a\u5e38\u306f\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u4e00\u74b0\u3068\u3057\u3066\u3001AI\u3092\u6d3b\u7528\u3057\u3066\u884c\u308f\u308c\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30fb\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3088\u308a\u95a2\u9023\u6027\u306e\u9ad8\u3044\u3082\u306e\u306b\u5909\u5316\u3055\u305b\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u5f37\u5316\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u5404\u9867\u5ba2\u304c\u305d\u308c\u305e\u308c\u306e\u76ee\u7684\u3092\u9054\u6210\u3067\u304d\u308b\u3088\u3046\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Remote workforce management \u30ea\u30e2\u30fc\u30c8\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-remote-workforce-management\" class=\"term-title\">Remote workforce management (\u30ea\u30e2\u30fc\u30c8\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30ea\u30e2\u30fc\u30c8\u30fb\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\u3001\u5728\u5b85\u52e4\u52d9\u306a\u3069\u30aa\u30d5\u30a3\u30b9\u5916\u3067\u50cd\u304f\u5f93\u696d\u54e1\u306e\u696d\u52d9\u3092\u30c7\u30b8\u30bf\u30eb\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3057\u3066\u7ba1\u7406\u30fb\u6700\u9069\u5316\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u8abf\u6574\u3001\u696d\u52d9\u72b6\u6cc1\u306e\u628a\u63e1\u3001\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u7dad\u6301\u3092\u30ea\u30e2\u30fc\u30c8\u74b0\u5883\u3067\u5b9f\u73fe\u3057\u3001\u751f\u7523\u6027\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u652f\u63f4\u3057\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-S\" data-display-count=\"7\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">S<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Scheduling \u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-scheduling\" class=\"term-title\">Scheduling (\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0)<\/a><p class=\"term-description\">\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3068\u306f\u3001\u9867\u5ba2\u9700\u8981\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u3001\u5f93\u696d\u54e1\u306b\u30b7\u30d5\u30c8\u3084\u52e4\u52d9\u6642\u9593\u3092\u5272\u308a\u5f53\u3066\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u52b4\u50cd\u6cd5\u3084\u5f93\u696d\u54e1\u306e\u52e4\u52d9\u50be\u5411\u3092\u8003\u616e\u3057\u306a\u304c\u3089\u3001\u9069\u5207\u306a\u30ea\u30bd\u30fc\u30b9\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u5b89\u5b9a\u63d0\u4f9b\u3068\u696d\u52d9\u306e\u52b9\u7387\u5316\u3092\u56f3\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Segmentation strategies \u30bb\u30b0\u30e1\u30f3\u30c8\u6226\u7565\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-segmentation-strategies\" class=\"term-title\">Segmentation strategies (\u30bb\u30b0\u30e1\u30f3\u30c8\u6226\u7565)<\/a><p class=\"term-description\">\u30bb\u30b0\u30e1\u30f3\u30c8\u6226\u7565\u3068\u306f\u3001\u5e02\u5834\u3092\u30cb\u30fc\u30ba\u3084\u7279\u6027\u3001\u884c\u52d5\u304c\u7570\u306a\u308b\u30d0\u30a4\u30e4\u30fc\u30b0\u30eb\u30fc\u30d7\u306b\u5206\u5272\u3057\u3001\u305d\u308c\u305e\u308c\u306b\u5bfe\u3057\u3066\u500b\u5225\u306e\u5546\u54c1\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u5c55\u958b\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u5927\u624b\u4f01\u696d\u306fAI\u3092\u6d3b\u7528\u3057\u3066\u9867\u5ba2\u884c\u52d5\u306b\u57fa\u3065\u3044\u305f\u30bb\u30b0\u30e1\u30f3\u30c8\u5316\u3092\u884c\u306a\u3044\u3001\u30af\u30ed\u30b9\u30c1\u30e3\u30cd\u30eb\u3067\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5c65\u6b74\u3092\u5206\u6790\u3057\u3066\u3044\u307e\u3059\u3002\u30bb\u30b0\u30e1\u30f3\u30c8\u6226\u7565\u306b\u3088\u3063\u3066\u3001\u9867\u5ba2\u306e\u610f\u56f3\u3092\u4e88\u6e2c\u3057\u3001\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3001\u6e80\u8db3\u5ea6\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Self-service AI \u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9 AI\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-self-service-ai\" class=\"term-title\">Self-service AI (\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9 AI)<\/a><p class=\"term-description\">\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9AI\uff08Self-Service AI\uff09\u306f\u3001\u9867\u5ba2\u304c\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u4ecb\u3055\u305a\u306b\u3001\u81ea\u3089\u554f\u984c\u3092\u89e3\u6c7a\u3057\u305f\u308a\u3001\u60c5\u5831\u3092\u53d6\u5f97\u3057\u305f\u308a\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002AI\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3001\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\uff08IVR\uff09\u3001\u30d0\u30fc\u30c1\u30e3\u30eb\u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u306a\u3069\u304c\u4ee3\u8868\u7684\u306a\u4f8b\u3067\u3059\u3002\u30d1\u30b9\u30ef\u30fc\u30c9\u306e\u30ea\u30bb\u30c3\u30c8\u3084\u914d\u9001\u72b6\u6cc1\u306e\u78ba\u8a8d\u3068\u3044\u3063\u305f\u4e00\u822c\u7684\u306a\u30bf\u30b9\u30af\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5f85\u3061\u6642\u9593\u3092\u524a\u6e1b\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u8907\u96d1\u306a\u5bfe\u5fdc\u306b\u5c02\u5ff5\u3067\u304d\u3001\u696d\u52d9\u52b9\u7387\u306e\u6539\u5584\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u76f4\u611f\u7684\u306a\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30fc\u30b9\u3068\u6700\u65b0\u306e\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u3092\u5099\u3048\u308b\u3053\u3068\u3067\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9AI\u306f\u7d99\u7d9a\u7684\u306b\u6700\u9069\u5316\u3055\u308c\u3001\u6b63\u78ba\u6027\u3068\u5fdc\u7b54\u6027\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u3001\u9867\u5ba2\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u3082\u67d4\u8edf\u306b\u5bfe\u5fdc\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Sentiment analysis \u611f\u60c5\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/sentiment-analysis\" class=\"term-title\">Sentiment analysis (\u611f\u60c5\u5206\u6790)<\/a><p class=\"term-description\">\u611f\u60c5\u5206\u6790\u306f\u3001\u30aa\u30d4\u30cb\u30aa\u30f3\u30de\u30a4\u30cb\u30f3\u30b0\u3068\u3082\u547c\u3070\u308c\u3001\u611f\u60c5\u7684\u306a\u30c8\u30fc\u30f3\u3092\u628a\u63e1\u3059\u308b\u305f\u3081\u306b\u4f1a\u8a71\u3084\u30c6\u30ad\u30b9\u30c8\u3092\u5206\u6790\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u30d9\u30fc\u30b9\u306e\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\uff08NLP\uff09\u3092\u4f7f\u7528\u3057\u3066\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u5168\u4f53\u306b\u304a\u3044\u3066\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306b\u611f\u3058\u3066\u3044\u308b\u304b\u3092\u5224\u65ad\u3057\u307e\u3059\u3002\u3053\u306e\u60c5\u5831\u306f\u3001\u9867\u5ba2\u306e\u58f0\uff08VoC\uff09\u3092\u5206\u6790\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u8981\u7d20\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Sentiment analysis \u611f\u60c5\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-sentiment-analysis\" class=\"term-title\">Sentiment analysis (\u611f\u60c5\u5206\u6790)<\/a><p class=\"term-description\">\u611f\u60c5\u5206\u6790\u3068\u306f\u3001\u30c6\u30ad\u30b9\u30c8\u3084\u97f3\u58f0\u306b\u542b\u307e\u308c\u308b\u611f\u60c5\u7684\u306a\u30c8\u30fc\u30f3\u3092\u628a\u63e1\u3059\u308b\u305f\u3081\u306b\u7528\u3044\u3089\u308c\u308b\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\uff08NLP\uff09\u306e\u624b\u6cd5\u3067\u3059\u3002\u9867\u5ba2\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u80af\u5b9a\u7684\u3001\u5426\u5b9a\u7684\u3001\u307e\u305f\u306f\u4e2d\u7acb\u7684\u306b\u5206\u985e\u3057\u3001\u3084\u308a\u53d6\u308a\u306e\u4e2d\u3067\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306a\u611f\u60c5\u3092\u62b1\u3044\u3066\u3044\u308b\u306e\u304b\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Shift bidding and swapping \u30b7\u30d5\u30c8\u5165\u672d\u3068\u30b9\u30ef\u30c3\u30d7\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-shift-bidding-and-swapping\" class=\"term-title\">Shift bidding and swapping (\u30b7\u30d5\u30c8\u5165\u672d\u3068\u30b9\u30ef\u30c3\u30d7)<\/a><p class=\"term-description\">\u30b7\u30d5\u30c8\u5165\u672d\u3068\u30b9\u30ef\u30c3\u30d7\u3068\u306f\u3001\u5f93\u696d\u54e1\u304c\u81ea\u8eab\u306e\u5e0c\u671b\u3084\u90fd\u5408\u306b\u5408\u308f\u305b\u3066\u30b7\u30d5\u30c8\u306b\u5165\u672d\u3057\u305f\u308a\u3001\u540c\u50da\u3068\u30b7\u30d5\u30c8\u3092\u4ea4\u63db\u3057\u305f\u308a\u3067\u304d\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u3053\u306e\u67d4\u8edf\u306a\u8abf\u6574\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u306e\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u306a\u304c\u3089\u3001\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u305f\u52b9\u7387\u7684\u306a\u30b7\u30d5\u30c8\u7de8\u6210\u304c\u53ef\u80fd\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Software as a service (SaaS) \u30b5\u30fc\u30d3\u30b9\u578b\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-saas\" class=\"term-title\">Software as a service (SaaS) (\u30b5\u30fc\u30d3\u30b9\u578b\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30b5\u30fc\u30d3\u30b9\u578b\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\uff08SaaS\uff09\u3068\u306f\u3001\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u304c\u96c6\u4e2d\u7ba1\u7406\u3059\u308b\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u3001Web\u30d6\u30e9\u30a6\u30b6\u30fc\u4e0a\u3067\u304a\u5ba2\u69d8\u306b\u63d0\u4f9b\u3059\u308b\u5f62\u614b\u306e\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u30fb\u30e9\u30a4\u30bb\u30f3\u30b9\u30e2\u30c7\u30eb\u3067\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-T\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">T<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Tailored interactions \u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-tailored-interactions\" class=\"term-title\">Tailored interactions (\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba)<\/a><p class=\"term-description\">\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3068\u306f\u3001\u4f01\u696d\u3068\u9867\u5ba2\u306e\u9593\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u3001\u9867\u5ba2\u3054\u3068\u306e\u30cb\u30fc\u30ba\u306b\u5fdc\u3058\u3066\u8abf\u6574\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u7406\u60f3\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3067\u306f\u3001\u3059\u3079\u3066\u306e\u30b5\u30fc\u30d3\u30b9\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u9867\u5ba2\u306e\u30da\u30eb\u30bd\u30ca\u3084\u3001\u597d\u307f\u3001\u904e\u53bb\u306e\u5c65\u6b74\u3001\u305d\u3057\u3066\u73fe\u5728\u306e\u76ee\u7684\u306b\u57fa\u3065\u3044\u3066\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u307e\u3059\u3002\u9867\u5ba2\u306f\u4e00\u8cab\u3057\u305f\u4f53\u9a13\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u6e80\u8db3\u5ea6\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u306e\u5411\u4e0a\u306b\u7e4b\u304c\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Touchpoint \u9867\u5ba2\u63a5\u70b9(\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-touchpoint\" class=\"term-title\">Touchpoint (\u9867\u5ba2\u63a5\u70b9(\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3))<\/a><p class=\"term-description\">\u9867\u5ba2\u63a5\u70b9(\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3)\u3068\u306f\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u3001\u30aa\u30d5\u30e9\u30a4\u30f3\u306b\u304a\u3051\u308b\u3001\u9867\u5ba2\u3068\u30d6\u30e9\u30f3\u30c9\u306e\u9593\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3084\u7a93\u53e3\u306e\u3053\u3068\u3067\u3059\u3002\u9867\u5ba2\u63a5\u70b9\u306b\u306f\u3001Web \u30b5\u30a4\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3001\u96fb\u5b50\u30e1\u30fc\u30eb\u3001\u96fb\u8a71\u3001\u5bfe\u9762\u8a2a\u554f\u306a\u3069\u304c\u542b\u307e\u308c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u3092\u5f62\u6210\u3059\u308b\u305f\u3081\u306b\u91cd\u8981\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Trunk \u30c8\u30e9\u30f3\u30af\u3068\u306f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-trunk\" class=\"term-title\">Trunk (\u30c8\u30e9\u30f3\u30af\u3068\u306f)<\/a><p class=\"term-description\">\u30c8\u30e9\u30f3\u30af\u3068\u306f\u3001\u8907\u6570\u306e\u4fe1\u53f7\u3092\u540c\u6642\u306b\u4f1d\u9001\u3059\u308b\u3088\u3046\u8a2d\u8a08\u3055\u308c\u305f\u901a\u4fe1\u30e9\u30a4\u30f3\u307e\u305f\u306f\u7269\u7406\u7684\u306a\u901a\u4fe1\u56de\u8def\uff08\u96fb\u8a71\u7dda\u3084\u5149\u56de\u7dda\u306a\u3069\uff09\u3067\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-U\" data-display-count=\"3\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">U<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Unified customer view \u9867\u5ba2\u60c5\u5831\u306e\u7d71\u5408\u30d3\u30e5\u30fc\u3068\u306f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-unified-customer-view\" class=\"term-title\">Unified customer view (\u9867\u5ba2\u60c5\u5831\u306e\u7d71\u5408\u30d3\u30e5\u30fc\u3068\u306f)<\/a><p class=\"term-description\">\u9867\u5ba2\u60c5\u5831\u306e\u7d71\u5408\u30d3\u30e5\u30fc\u306f\u3001\u3059\u3079\u3066\u306e\u30c1\u30e3\u30cd\u30eb\u3084\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304b\u3089\u53ce\u96c6\u3055\u308c\u305f\u30c7\u30fc\u30bf\u3092\u3001\u9867\u5ba2\u5358\u4f4d\u3067\u4e00\u5143\u5316\u3059\u308b\u4ed5\u7d44\u307f\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3084\u72b6\u6cc1\u3092\u6df1\u304f\u7406\u89e3\u3067\u304d\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3044\u3066\u4e00\u8cab\u6027\u306e\u3042\u308b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u6210\u529f\u3055\u305b\u308b\u305f\u3081\u306b\u306f\u3001\u4e0d\u53ef\u6b20\u306a\u57fa\u76e4\u3068\u306a\u308a\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Up-selling and cross-selling opportunities \u30a2\u30c3\u30d7\u30bb\u30eb\u3084\u30af\u30ed\u30b9\u30bb\u30eb\u306e\u63d0\u6848\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-up-selling-and-cross-selling-opportunities\" class=\"term-title\">Up-selling and cross-selling opportunities (\u30a2\u30c3\u30d7\u30bb\u30eb\u3084\u30af\u30ed\u30b9\u30bb\u30eb\u306e\u63d0\u6848)<\/a><p class=\"term-description\">\u30a2\u30c3\u30d7\u30bb\u30eb\u3084\u30af\u30ed\u30b9\u30bb\u30eb\u306e\u63d0\u6848\u3068\u306f\u3001\u9867\u5ba2\u306b\u5bfe\u3057\u3066\u3001\u3088\u308a\u4e0a\u4f4d\u3084\u9ad8\u4fa1\u683c\u306e\u5546\u54c1\u3092\u63d0\u6848\u3057\u305f\u308a\u3001\u5f53\u521d\u8cfc\u5165\u3057\u305f\u5546\u54c1\u306b\u95a2\u9023\u3057\u305f\u5225\u30ab\u30c6\u30b4\u30ea\u30fc\u306e\u5546\u54c1\u3092\u63d0\u6848\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u9867\u5ba2\u306e\u3053\u308c\u307e\u3067\u306e\u884c\u52d5\u3084\u3001\u597d\u307f\u3001\u30cb\u30fc\u30ba\u306b\u95a2\u3059\u308b\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30a2\u30c3\u30d7\u30bb\u30eb\u3084\u30af\u30ed\u30b9\u30bb\u30eb\u306e\u30c1\u30e3\u30f3\u30b9\u3092\u7279\u5b9a\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a2\u30c3\u30d7\u30bb\u30eb\u3084\u30af\u30ed\u30b9\u30bb\u30eb\u63d0\u6848\u306b\u3088\u3063\u3066\u9867\u5ba2\u306b\u4ed8\u52a0\u4fa1\u5024\u3092\u63d0\u4f9b\u3057\u3001\u58f2\u4e0a\u5411\u4e0a\u306b\u3082\u8ca2\u732e\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"User journey \u30e6\u30fc\u30b6\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-user-journey\" class=\"term-title\">User journey (\u30e6\u30fc\u30b6\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc)<\/a><p class=\"term-description\">\u30e6\u30fc\u30b6\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306f\u3001\u88fd\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3057\u306a\u304c\u3089\u7279\u5b9a\u306e\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306b\u30e6\u30fc\u30b6\u30fc\u304c\u5b9f\u884c\u3059\u308b\u4e00\u9023\u306e\u30b9\u30c6\u30c3\u30d7\u3067\u3059\u3002\u30e6\u30fc\u30b6\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u554f\u984c\u70b9\u3092\u7279\u5b9a\u3057\u3001\u8a2d\u8a08\u3092\u6539\u5584\u3057\u3001\u3088\u308a\u76f4\u611f\u7684\u3067\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u751f\u307f\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-V\" data-display-count=\"7\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">V<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Virtual agent \u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-virtual-agent\" class=\"term-title\">Virtual agent (\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306f\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u306e\u753b\u50cf\u751f\u6210\u3001\u30a2\u30cb\u30e1\u30fc\u30b7\u30e7\u30f3\u3001AI\u306b\u3088\u308a\u4f5c\u6210\u3055\u308c\u305f\u30d0\u30fc\u30c1\u30e3\u30eb\u30ad\u30e3\u30e9\u30af\u30bf\u30fc\u304c\u3001\u4eee\u60f3\u306e\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u3057\u3066\u9867\u5ba2\u306b\u5bfe\u5fdc\u3059\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6a5f\u80fd\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Virtual call center (VCC) \u4eee\u60f3\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-virtual-call-center\" class=\"term-title\">Virtual call center (VCC) (\u4eee\u60f3\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u4eee\u60f3\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u5206\u6563\u3057\u305f\u8907\u6570\u306e\u62e0\u70b9\u3067\u50cd\u304f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3067\u304d\u308b\u3088\u3046\u652f\u63f4\u3059\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Virtual contact center (VCC) \u4eee\u60f3\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-virtual-contact-center\" class=\"term-title\">Virtual contact center (VCC) (\u4eee\u60f3\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u4eee\u60f3\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\uff08VCC\uff09\u3068\u306f\u3001\u5358\u4e00\u306e\u62e0\u70b9\u3067\u306f\u306a\u304f\u5206\u6563\u3057\u305f\u8907\u6570\u306e\u62e0\u70b9\u3067\u50cd\u304f\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice of the customer (VoC) \u9867\u5ba2\u306e\u58f0 (VoC)\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-voice-of-customer-voc\" class=\"term-title\">Voice of the customer (VoC) (\u9867\u5ba2\u306e\u58f0 (VoC))<\/a><p class=\"term-description\">\u9867\u5ba2\u306e\u58f0 (VoC) \u3068\u306f\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3001\u671f\u5f85\u3001\u50be\u5411\u3092\u7406\u89e3\u3059\u308b\u305f\u3081\u306b\u3001\u9867\u5ba2\u306e\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3084\u611f\u60c5\u3092\u53ce\u96c6\u3057\u3001\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3059\u3002VoC \u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30c7\u30fc\u30bf\u4e3b\u5c0e\u306e\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3044\u3001\u88fd\u54c1\u3001\u30b5\u30fc\u30d3\u30b9\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u3092\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice over IP (VoIP) VoIP\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-voip\" class=\"term-title\">Voice over IP (VoIP) (VoIP\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u30a4\u30f3\u30bf\u30fc\u30cd\u30c3\u30c8\u30d7\u30ed\u30c8\u30b3\u30eb\u7d4c\u7531\u97f3\u58f0\uff08VoIP\uff09\u3068\u306f\u3001\u97f3\u58f0\u3092\u30c7\u30b8\u30bf\u30eb\u4fe1\u53f7\u306b\u5909\u63db\u3059\u308b\u6280\u8853\u3067\u3042\u308a\u3001\u30b3\u30f3\u30d4\u30e5\u30fc\u30bf\u30fc\u3084VoIP\u96fb\u8a71\u6a5f\u3001\u3042\u308b\u3044\u306f\u4ed6\u306e\u30c7\u30fc\u30bf\u99c6\u52d5\u578b\u30c7\u30d0\u30a4\u30b9\u304b\u3089\u76f4\u63a5\u901a\u8a71\u3092\u767a\u4fe1\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Voice platform \u97f3\u58f0\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-voice-platform\" class=\"term-title\">Voice platform (\u97f3\u58f0\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068\u306f\uff1f)<\/a><p class=\"term-description\">\u97f3\u58f0\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u97f3\u58f0\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u6307\u5b9a\u3055\u308c\u305f\u30b3\u30de\u30f3\u30c9\u3068\u30ed\u30b8\u30c3\u30af\u3092\u5b9f\u884c\u3059\u308b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002\u97f3\u58f0\u51e6\u7406\u6a5f\u80fd\u3092\u5099\u3048\u3001\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u4f5c\u6210\u304c\u53ef\u80fd\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Voicebot \u30dc\u30a4\u30b9\u30dc\u30c3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-voicebot\" class=\"term-title\">Voicebot (\u30dc\u30a4\u30b9\u30dc\u30c3\u30c8)<\/a><p class=\"term-description\">\u30dc\u30a4\u30b9\u30dc\u30c3\u30c8\uff08Voicebot\uff09\u3068\u306f\u3001\u97f3\u58f0\u306b\u3088\u308b\u8a00\u8a9e\u3067\u9867\u5ba2\u3068\u5bfe\u8a71\u3059\u308b AI \u30d9\u30fc\u30b9\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u6587\u72b6\u6cc1\u306e\u66f4\u65b0\u3092\u76ee\u7684\u3068\u3057\u305f\u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u901a\u8a71\u3084\u3001\u30c6\u30af\u30cb\u30ab\u30eb\u30b5\u30dd\u30fc\u30c8\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3059\u308b\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u901a\u8a71\u306a\u3069\u306e\u30bf\u30b9\u30af\u3092\u51e6\u7406\u3067\u304d\u307e\u3059\u3002<\/p><\/div><\/div><div class=\"mobile-home back-to-top\"><a href=\"#\" class=\"home-btn\">Back to top<\/a><\/div><\/div><div class=\"term-group\" id =\"group-W\" data-display-count=\"9\"><div class=\"term-group-label\"><p class=\"text-28 font-weight-bold\">W<\/p><\/div><div class=\"term-group-list\"><div class=\"term-data\" data-term-value=\"Workforce analytics \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u5206\u6790\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workforce-analytics\" class=\"term-title\">Workforce analytics (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u5206\u6790)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u5206\u6790\u3068\u306f\u3001\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3084\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3001\u751f\u7523\u6027\u306b\u95a2\u3059\u308b\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3001\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u3084\u6700\u9069\u5316\u306e\u305f\u3081\u306e\u610f\u601d\u6c7a\u5b9a\u306b\u6d3b\u7528\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u7d44\u7e54\u306e\u52b9\u7387\u6027\u5411\u4e0a\u3001\u30b3\u30b9\u30c8\u524a\u6e1b\u3001\u5f93\u696d\u54e1\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce engagement management (WEM) \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7ba1\u7406\uff08WEM\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/workforce-engagement-management-wem\" class=\"term-title\">Workforce engagement management (WEM) (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7ba1\u7406\uff08WEM\uff09)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u7ba1\u7406\uff08WEM\uff09\u3068\u306f\u3001\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3084\u6e80\u8db3\u5ea6\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7d99\u7d9a\u7684\u306b\u53ef\u8996\u5316\u30fb\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u30d7\u30ed\u30bb\u30b9\u304a\u3088\u3073\u30c4\u30fc\u30eb\u7fa4\u3067\u3059\u3002\u500b\u4eba\u306e\u76ee\u6a19\u3068\u7d44\u7e54\u306e\u76ee\u7684\u3092\u4e00\u81f4\u3055\u305b\u308b\u3053\u3068\u3067\u3001\u751f\u7523\u6027\u3068\u5b9a\u7740\u7387\u306e\u5411\u4e0a\u3092\u56f3\u308a\u3001\u3088\u308a\u6301\u7d9a\u53ef\u80fd\u306a\u4eba\u6750\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management (WFM) \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workforce-management\" class=\"term-title\">Workforce management (WFM) (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306f\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3068\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6700\u9069\u5316\u3057\u3066\u3001\u904b\u7528\u52b9\u7387\u3092\u78ba\u4fdd\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u76ee\u6a19\u3092\u9054\u6210\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management certifications \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u8a8d\u5b9a\u8a66\u9a13\u30d7\u30ed\u30b0\u30e9\u30e0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-are-workforce-management-certifications\" class=\"term-title\">Workforce management certifications (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u8a8d\u5b9a\u8a66\u9a13\u30d7\u30ed\u30b0\u30e9\u30e0)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\uff08WFM\uff09\u8a8d\u5b9a\u8a66\u9a13\u30d7\u30ed\u30b0\u30e9\u30e0\u306f\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3001\u9700\u8981\u4e88\u6e2c\u3001\u30ea\u30bd\u30fc\u30b9\u8a08\u753b\u306a\u3069\u3001\u5f93\u696d\u54e1\u696d\u52d9\u7ba1\u7406\u306b\u95a2\u3059\u308b\u5c02\u9580\u77e5\u8b58\u3092\u8a55\u4fa1\u30fb\u8a3c\u660e\u3059\u308b\u3001\u696d\u754c\u516c\u8a8d\u306e\u8cc7\u683c\u3067\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management reporting \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30ec\u30dd\u30fc\u30c8\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workforce-management-reporting\" class=\"term-title\">Workforce management reporting (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30ec\u30dd\u30fc\u30c8)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30ec\u30dd\u30fc\u30c8\u3068\u306f\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u9075\u5b88\u72b6\u6cc1\u3084\u751f\u7523\u6027\u306a\u3069\u306e\u5f93\u696d\u54e1\u30c7\u30fc\u30bf\u3092\u8ffd\u8de1\u30fb\u5206\u6790\u3057\u3001\u30ec\u30dd\u30fc\u30c8\u3068\u3057\u3066\u53ef\u8996\u5316\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3053\u308c\u3092\u6d3b\u7528\u3057\u3066\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3044\u3001\u6700\u9069\u306a\u4eba\u54e1\u914d\u7f6e\u3084\u696d\u52d9\u6539\u5584\u3092\u56f3\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce management software \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workforce-management-software\" class=\"term-title\">Workforce management software (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3068\u306f\u3001\u30b9\u30b1\u30b8\u30e5\u30fc\u30ea\u30f3\u30b0\u3084\u4e88\u6e2c\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u7ba1\u7406\u306a\u3069\u306e\u696d\u52d9\u3092\u81ea\u52d5\u5316\u30fb\u52b9\u7387\u5316\u3059\u308b\u305f\u3081\u306e\u30c4\u30fc\u30eb\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u4eba\u7684\u30ea\u30bd\u30fc\u30b9\u3092\u6700\u9069\u306b\u6d3b\u7528\u3057\u306a\u304c\u3089\u696d\u52d9\u52b9\u7387\u3092\u9ad8\u3081\u3001\u30b3\u30b9\u30c8\u524a\u6e1b\u3084\u5f93\u696d\u54e1\u7ba1\u7406\u306e\u7cbe\u5ea6\u5411\u4e0a\u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce optimization (WFO) \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\uff08WFO\uff09\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workforce-optimization\" class=\"term-title\">Workforce optimization (WFO) (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\uff08WFO\uff09)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u3067\u306f\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u6226\u7565\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5f93\u696d\u54e1\u306e\u751f\u7523\u6027\u3092\u5411\u4e0a\u3055\u305b\u3001\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u9054\u6210\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workforce planning \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workforce-planning\" class=\"term-title\">Workforce planning (\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0)<\/a><p class=\"term-description\">\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u304c\u3042\u308c\u3070\u3001\u7d44\u7e54\u306f\u5c06\u6765\u306e\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u3092\u6e80\u305f\u3059\u305f\u3081\u306b\u3001\u9069\u5207\u306a\u4eba\u6570\u306e\u719f\u7df4\u3057\u305f\u5f93\u696d\u54e1\u3092\u78ba\u4fdd\u3067\u304d\u307e\u3059\u3002<\/p><\/div><div class=\"term-data\" data-term-value=\"Workload management \u30ef\u30fc\u30af\u30ed\u30fc\u30c9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-workload-management\" class=\"term-title\">Workload management (\u30ef\u30fc\u30af\u30ed\u30fc\u30c9\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u306f\uff1f)<\/a><p 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