{"id":19921,"date":"2015-11-30T09:00:28","date_gmt":"2015-11-30T08:00:28","guid":{"rendered":"http:\/\/visionarymarketing.fr\/blog\/?p=19921"},"modified":"2025-04-24T17:04:21","modified_gmt":"2025-04-24T15:04:21","slug":"experience-client-excellence","status":"publish","type":"post","link":"https:\/\/visionarymarketing.com\/fr\/2015\/11\/30\/experience-client-excellence\/","title":{"rendered":"Exp\u00e9rience client d&rsquo;excellence : conseils de Donald Brown"},"content":{"rendered":"<p><em>On parle souvent d&rsquo;exp\u00e9rience client, mais comment cr\u00e9er une exp\u00e9rience client d&rsquo;excellence ? Donald Brown m&rsquo;a confi\u00e9 ses conseils sur le sujet.\u00a0<a href=\"https:\/\/web.archive.org\/web\/20160106151833\/http:\/\/c3.inin.com:80\/interactions2015_france?\" target=\"_blank\" rel=\"noopener noreferrer\">Le mardi 8 d\u00e9cembre 2015, Interactive Intelligence organise un \u00e9v\u00e9nement port\u00e9 sur l&rsquo;excellence client<\/a>. Dans un contexte o\u00f9 <a href=\"https:\/\/visionarymarketing.com\/fr\/2016\/06\/transformation-digitale-de-vos-prochaines-vacances\/\">le client est plac\u00e9 au centre des pr\u00e9occupations de l&rsquo;entreprise<\/a>, il est n\u00e9cessaire de profiter des innovations technologiques pour am\u00e9liorer la satisfaction du client, sans toutefois se perdre dans la technique. <\/em><\/p>\n<h2>Comment cr\u00e9er une exp\u00e9rience client d&rsquo;excellence ?<\/h2>\n<figure id=\"attachment_60471\" aria-describedby=\"caption-attachment-60471\" style=\"width: 1155px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-60471 size-full\" src=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2015\/11\/screenshot-2020-12-18-at-073505.jpg\" alt=\"Comment cr\u00e9er une exp\u00e9rience client d'excellence ?\u00a0\" width=\"1155\" height=\"651\" srcset=\"https:\/\/visionarymarketing.com\/wp-content\/uploads\/2015\/11\/screenshot-2020-12-18-at-073505.jpg 1155w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2015\/11\/screenshot-2020-12-18-at-073505-500x282.jpg 500w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2015\/11\/screenshot-2020-12-18-at-073505-1024x577.jpg 1024w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2015\/11\/screenshot-2020-12-18-at-073505-768x433.jpg 768w, https:\/\/visionarymarketing.com\/wp-content\/uploads\/2015\/11\/screenshot-2020-12-18-at-073505-390x220.jpg 390w\" sizes=\"(max-width: 1155px) 100vw, 1155px\" \/><figcaption id=\"caption-attachment-60471\" class=\"wp-caption-text\">Donald Brown m&rsquo;a confi\u00e9 ses conseils pour cr\u00e9er une exp\u00e9rience client d&rsquo;excellence<\/figcaption><\/figure>\n<p>Pour ce faire, des cas d&rsquo;usages vous seront pr\u00e9sent\u00e9s, des d\u00e9monstrations seront effectu\u00e9es, et des clients t\u00e9moigneront de leur exp\u00e9rience. J&rsquo;interviendrai d&rsquo;ailleurs \u00e0 12h15 sur les grands enjeux de la relation client en 2016. Pour vous inscrire ou simplement en savoir plus sur cet \u00e9v\u00e9nement incontournable, <a href=\"https:\/\/web.archive.org\/web\/20160106151833\/http:\/\/c3.inin.com:80\/interactions2015_france?\" target=\"_blank\" rel=\"noopener noreferrer\">cliquez sur ce lien ou sur le bouton ci-dessous.<\/a><\/p>\n<p>Visionary Marketing a pu \u00e9changer sur le sujet avec le fondateur d&rsquo;Interactive Intelligence, <span class=\"removed_link\" title=\"https:\/\/www.linkedin.com\/in\/donald-brown-04692b54\">Donald Brown<\/span>, au cours d&rsquo;une interview donn\u00e9e en anglais.\u00a0Son entreprise atteint les 450 millions de dollars de chiffre d&rsquo;affaires. Cette entreprise de l\u2019Indiana envisage de conqu\u00e9rir le monde des logiciels de collaboration, des <a href=\"https:\/\/www.voxsun.com\/quest-ce-quun-systeme-pbx\/\" target=\"_blank\" rel=\"noopener noreferrer\">syst\u00e8mes t\u00e9l\u00e9phoniques PBX dans le cloud<\/a>\u00a0et des centres d\u2019appels bas\u00e9s sur le cloud.<!--more--><\/p>\n<p><iframe title=\"[En]\u00a0Interactive Intelligence&#039;s Donald Brown conquers the world\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Db8HIEyvpfs?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h3><strong>Le concept du <a href=\"https:\/\/fr.wikipedia.org\/wiki\/Cloud_computing\" target=\"_blank\" rel=\"noopener noreferrer\">cloud<\/a>\u00a0n\u2019existait pas vraiment il y a 20 ans, lorsque vous avez fond\u00e9 votre entreprise. Comment \u00eates-vous pass\u00e9 du d\u00e9veloppement de solutions pour les centres d\u2019appels, \u00e0 cette grande entreprise de logiciels\u00a0?<\/strong><\/h3>\n<p>Lorsque j\u2019ai commenc\u00e9 en 1994, l\u2019Internet n\u2019avais pas encore bourgeonn\u00e9. Nous avons donc d\u00e9velopp\u00e9 une plateforme de communication bas\u00e9e sur un serveur Windows NT. Celle-ci permettait l\u2019utilisation des<a href=\"https:\/\/eu.connect.panasonic.com\/fr\/fr\" target=\"_blank\" rel=\"noopener noreferrer\"> syst\u00e8mes PBX<\/a>, <a href=\"https:\/\/fr.wikipedia.org\/wiki\/Serveur_vocal_interactif\" target=\"_blank\" rel=\"noopener noreferrer\">IVR\u00a0(Serveur vocal interactif)<\/a>, <a href=\"https:\/\/www.google.com\/url?sa=t&amp;rct=j&amp;q=&amp;esrc=s&amp;source=web&amp;cd=2&amp;cad=rja&amp;uact=8&amp;ved=0ahUKEwiZ7LTQz67JAhWD7RQKHUDwDlgQFgglMAE&amp;url=https%3A%2F%2Fen.wikipedia.org%2Fwiki%2FAutomatic_call_distributor&amp;usg=AFQjCNEQWWmdKAicM09gtzTiW4ftqb0URw&amp;sig2=CgVu00B7JEG49KBSFvP58Q\" target=\"_blank\" rel=\"noopener noreferrer\">ACD<\/a> et de messagerie. De plus, cette plateforme r\u00e9pondait \u00e0 tous les \u00e9l\u00e9ments qu\u2019une entreprise n\u00e9cessite en terme de communication.\u00a0Aujourd\u2019hui, l\u2019entreprise compte 2,300 personnes, localis\u00e9es \u00e0 travers le monde.\u00a0Depuis 3 ans, nous avons d\u00e9cid\u00e9 d\u2019investir 50 millions de dollars dans un nouveau projet\u00a0: le d\u00e9veloppement d\u2019une solution \u00ab\u00a0cloud\u00a0\u00bb bas\u00e9e sur les Web Services d\u2019Amazon.<\/p>\n<h3><strong>Cette d\u00e9cision d\u2019investir dans ce projet a transform\u00e9 le business model de votre entreprise. Pouvez-vous nous en dire plus ?<\/strong><\/h3>\n<p>Il existe une convergence entre la collaboration employ\u00e9-client, la communication au sein de l\u2019entreprise, et l\u2019interaction avec les clients. Ce qui fait que chaque personne d\u2019une entreprise doit comprendre et jouer\u00a0son r\u00f4le dans cette interaction avec le client. Les technologies de collaboration sont donc de plus en plus utilis\u00e9es dans le service client.<\/p>\n<h3><strong>Lorsque votre entreprise a chang\u00e9 de sp\u00e9cialisation, avez-vous retir\u00e9\u00a0vos solutions de serveur client\u00a0? <\/strong><\/h3>\n<p>Nous n\u2019avons pas supprim\u00e9\u00a0la solution de base. De larges entreprises pr\u00e9f\u00e8rent encore avoir leur solution sur site. Nous avons d\u00e9velopp\u00e9 en parall\u00e8le notre nouvelle solution \u00ab\u00a0cloud\u00a0\u00bb.<\/p>\n<h3><strong>Interactive Intelligence offre diff\u00e9rents services \u00e0 ses clients. Pouvez-vous nous pr\u00e9senter le produit \u00ab\u00a0Collaborate\u00a0\u00bb\u00a0?<\/strong><\/h3>\n<p><a href=\"https:\/\/genesyspartner.force.com\/customercare\/GenesysCommunityLogin\" target=\"_blank\" rel=\"noopener noreferrer\">PureCloud Collaborate est un produit \u00ab\u00a0freemium\u00a0\u00bb<\/a>. Au sein d\u2019une entreprise, il est essentiel de contacter la bonne personne au bon moment. Ce produit comprend un r\u00e9pertoire\u00a0; comme un LinkedIn interne. De plus, \u00ab\u00a0Collaborate\u00a0\u00bb offre des outils de communication en temps r\u00e9el comme des messages instantan\u00e9s, des vid\u00e9oconf\u00e9rences, une option de partage d\u2019\u00e9cran et un stockage sur le cloud.\u00a0<a href=\"https:\/\/www.google.com\/url?sa=t&amp;rct=j&amp;q=&amp;esrc=s&amp;source=web&amp;cd=1&amp;cad=rja&amp;uact=8&amp;sqi=2&amp;ved=0ahUKEwiXsJeR0K7JAhVHNxQKHQwLDGkQFggcMAA&amp;url=https%3A%2F%2Ffr.wikipedia.org%2Fwiki%2FFreemium&amp;usg=AFQjCNELf8weTIoJeofbW6g0A-tkreX8qw&amp;sig2=6ck1A6o5VisRnPWvT1CZzw&amp;bvm=bv.108194040,d.d24\" target=\"_blank\" rel=\"noopener noreferrer\">Nous offrons \u00e0 nos clients des produits freemium, malgr\u00e9 le co\u00fbt, pour cro\u00eetre dans le domaine de la collaboration et de t\u00e9l\u00e9phonie en g\u00e9n\u00e9ral<\/a>.\u00a0Les clients ont un choix payant\u00a0; pour 10 euros par mois, ils peuvent \u00ab\u00a0upgrader\u00a0\u00bb\u00a0les outils qui sont\u00a0\u00e0 leur disposition, et augmenter leur capacit\u00e9 de stockage.<\/p>\n<h3><strong>Pouvez-vous nous parler de votre deuxi\u00e8me produit\u00a0: \u00ab\u00a0Communicate\u00a0\u00bb\u00a0? <\/strong><\/h3>\n<p><a href=\"https:\/\/www.google.com\/url?sa=t&amp;rct=j&amp;q=&amp;esrc=s&amp;source=web&amp;cd=5&amp;cad=rja&amp;uact=8&amp;ved=0ahUKEwiujMym0K7JAhWIWxQKHaTMA_oQFgg2MAQ&amp;url=https%3A%2F%2Ffr.wikipedia.org%2Fwiki%2FPBX&amp;usg=AFQjCNEDFf1pazLY7SY2trMK7pvxyOi9ew&amp;sig2=LyIOfy7ImG_Kif_09aQeSQ&amp;bvm=bv.108194040,d.d24\" target=\"_blank\" rel=\"noopener noreferrer\">Cette solution de communication unifi\u00e9e, bas\u00e9e sur le cloud, fonctionne avec un syst\u00e8me IP-PBX<\/a>. Elle comprend des outils avanc\u00e9s en terme de communication.<\/p>\n<h3><strong>Interactive Intelligence offre aussi une troisi\u00e8me option \u00e0 ses clients\u00a0: \u00ab\u00a0Engage\u00a0\u00bb, qui se rapproche de votre domaine initial. Pouvez-vous nous en parler\u00a0?<\/strong><\/h3>\n<p>\u00ab\u00a0Engage\u00a0\u00bb est le produit de centre de contact haut de gamme. <a href=\"https:\/\/web.archive.org\/web\/20151021074400\/http:\/\/c3.inin.com:80\/gartner-magic-quadrant?a=56\" target=\"_blank\" rel=\"noopener noreferrer\">Nous avons \u00e9t\u00e9 nomm\u00e9s par Gartner comme l\u2019une des quatre compagnies Leader.<\/a>\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/solutions\" target=\"_blank\" rel=\"noopener noreferrer\">Engage est un produit de centre de contact complet, comprenant un \u00ab\u00a0routing\u00a0\u00bb d\u2019appels, d\u2019e-mails, et d\u2019une surveillance en temps r\u00e9el.<\/a>\u00a0Il s&rsquo;agit\u00a0d&rsquo;un produit adapt\u00e9 pour les op\u00e9rations de service client professionnels. Les op\u00e9rateurs peuvent \u00eatre localis\u00e9s partout dans le monde, tant qu\u2019ils ont un acc\u00e8s internet. Ce produit se rapproche \u00e9norm\u00e9ment des centres d\u2019appels, mais dans le cloud.<\/p>\n<h3><strong>Interactive Intelligence joue sur 3 niveaux\u00a0: collaboration, communication et engagement client. Pouvez-vous clarifier votre strat\u00e9gie\u00a0? <\/strong><\/h3>\n<p>L\u2019engagement des clients fait partie des responsabilit\u00e9s de toutes personne au sein d\u2019une entreprise. En effet, la collaboration et la communication requi\u00e8rent une interaction avec le client.<\/p>\n<h3><strong>Pour cl\u00f4turer cette discussion, pouvez-vous nous dire ce que vous envisagez pour Interactive Intelligence dans le futur\u00a0?<\/strong><\/h3>\n<p>Nous sommes reconnus comme \u00e9tant parmi les leaders. Nous voulons d\u00e9sormais \u00eatre <strong>LES<\/strong> leaders des solutions d\u2019engagement client bas\u00e9es sur le \u00ab\u00a0cloud\u00a0\u00bb.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>On parle souvent d&rsquo;exp\u00e9rience client, mais comment cr\u00e9er une exp\u00e9rience client d&rsquo;excellence ? Donald Brown m&rsquo;a confi\u00e9 ses conseils sur le sujet.\u00a0Le mardi 8 d\u00e9cembre 2015, Interactive Intelligence organise un \u00e9v\u00e9nement port\u00e9 sur l&rsquo;excellence client. Dans un contexte o\u00f9 le client est plac\u00e9 au centre des pr\u00e9occupations de l&rsquo;entreprise, il est n\u00e9cessaire de profiter des &hellip;<\/p>\n","protected":false},"author":37,"featured_media":60471,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4064],"tags":[],"class_list":["post-19921","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-et-experience-client"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Exp\u00e9rience client d&#039;excellence : conseils de Donald Brown<\/title>\n<meta name=\"description\" content=\"On parle souvent d&#039;exp\u00e9rience client, mais comment cr\u00e9er une exp\u00e9rience client d&#039;excellence ? 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