En-Contact Article: "They are not afraid of Genesys"

Jun 29, 2023

Summary

Summary

Summary

ils n ont pas peur de genesys
ils n ont pas peur de genesys
ils n ont pas peur de genesys

Avec l’arrivée de la GenZ sur le marché et l’avènement des IA génératives, l’industrie de la relation client entre dans une nouvelle ère qui oblige les entreprises à repenser le client dans sa complexité, ses émotions et parfois même… ses contradictions.

Ces changements induisent de forts impacts dans l’organisation des centres de contact, où l’orchestration des parcours, l’omnicanalité, la connaissance client à 360°, la réduction de la dette technique et l’évolution de la réglementation poussent à remanier les infrastructures, les solutions et les processus métiers. Et cette tendance va s’accentuer. Car l’hybridation entre intelligence émotionnelle et artificielle permettra d’augmenter les conseillers, de rendre les managers plus polyvalents et d’épargner le temps des clients. In fine, les entreprises qui combineront les potentiels de ces technologies avec ceux, encore plus grands, des qualités humaines de leurs collaborateurs, sortiront grands vainqueurs de ces transformations digitales et sociétales !

Ces enjeux et ces mutations, ViaDialog en fait le constat depuis 2017…

Découvrez les points de vues de Jean-David BENICHOU, CEO @ViaDialog, Ariane Nabeth Halber, Directrice Pôle IA et Gil Monin, Directeur Business.

Tiré à part du magazine En-Contact #128

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4.7/5 based on +200 reviews

+150 companies use ViaDialog to simplify their customer relations.

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  • logo eurostar
hight performer
high performer emea
best support
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4.7/5 based on +200 reviews

+150 companies use ViaDialog to simplify their customer relations.

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  • logo parc asterix
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Improve customer experience and optimize the performance of your agents.

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20 years of expertise at your service

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Billions of interactions managed each year

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ISO 22301 certified for your peace of mind

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Continuous innovation with our AI lab in Brittany

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Declared electronic communications operator to ARCEP

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4.7/5 on +200 reviews

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Contact our sales team.

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