{"id":18597,"date":"2018-08-14T15:00:19","date_gmt":"2018-08-14T13:00:19","guid":{"rendered":"https:\/\/blog.wildix.com\/?p=18597"},"modified":"2018-09-05T11:43:43","modified_gmt":"2018-09-05T09:43:43","slug":"quest-ce-que-livr-exemples-et-avantages-du-service-de-livr","status":"publish","type":"post","link":"https:\/\/blog.wildix.com\/fr\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\/","title":{"rendered":"Qu&rsquo;est-ce que l&rsquo;IVR ? Exemples et avantages du service de l&rsquo;IVR."},"content":{"rendered":"<h1>Qu&rsquo;est-ce que l&rsquo;IVR ?<\/h1>\n<p><a href=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-05-at-16.49.18.png\"><img decoding=\"async\" class=\"alignright\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-05-at-16.49.18.png\" alt=\"ivr\" width=\"300\" \/><\/a><br \/>\n<strong>Interactive Voice Response (IVR ou Serveur Vocal Interactif)\u00a0<\/strong>est une technologie permettant aux humains d&rsquo;interagir avec les syst\u00e8mes t\u00e9l\u00e9phoniques via les tonalit\u00e9s DTMF saisies via le clavier ou par reconnaissance vocale.<\/p>\n<p>La r\u00e9ponse vocale interactive n&rsquo;est pas n\u00e9cessairement li\u00e9e \u00e0 la technologie VoIP.<\/p>\n<h2>Exemples et avantages<\/h2>\n<p>Par exemple, lorsque vous appelez une entreprise, vous entendez <strong>\u00abtapez 1 pour obtenir une assistance technique, tapez 2 pour obtenir une assistance commerciale, tapez 0 pour parler avec un conseiller\u00bb.<\/strong><br \/>\nUne fois votre choix effectu\u00e9, votre appel est achemin\u00e9 vers une file d&rsquo;attente de postes\/d&rsquo;appels ou alors, un message vocal peut \u00eatre \u00e9nonc\u00e9. Vous pouvez \u00e9galement \u00eatre redirig\u00e9 vers un sous-menu qui n&rsquo;est qu&rsquo;un second serveur vocal offrant plus d&rsquo;options que vous devez s\u00e9lectionner encore une fois.<br \/>\n<!--more--><\/p>\n<p><strong>Gr\u00e2ce au service de r\u00e9ponse vocale interactive, dans certains cas, il est possible qu&rsquo;aucune intervention humaine n&rsquo;ait lieu.<\/strong> Par exemple, vous pouvez appeler votre op\u00e9rateur t\u00e9l\u00e9phonique et faire un virement depuis votre compte ou appeler votre banque pour recevoir un relev\u00e9 de compte ou d&rsquo;informations &#8211; et tout cela sans parler \u00e0 l&rsquo;op\u00e9rateur, simplement en suivant les commandes vocales. La technologie IVR est souvent utilis\u00e9e pour effectuer des enqu\u00eates t\u00e9l\u00e9phoniques automatis\u00e9es : l\u2019utilisateur appel\u00e9 est alors invit\u00e9 \u00e0 r\u00e9pondre \u00e0 des questions en tapant sur les touches de son clavier.<\/p>\n<p>De cette fa\u00e7on, en minimisant, voire en \u00e9vitant les interf\u00e9rences humaines, <strong>le syst\u00e8me de R\u00e9ponse Vocale Interactive (RVI) permet aux entreprises de g\u00e9rer des volumes d\u2019appels plus importants, de r\u00e9duire les co\u00fbts et d\u2019am\u00e9liorer la satisfaction des clients.<\/strong><\/p>\n<hr \/>\n<p><img decoding=\"async\" class=\"aligncenter\" style=\"border-radius: 0px; box-shadow: none;\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2017-06-09-at-14.09.39.png\" width=\"550\" \/>\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f7465-o1\" lang=\"it-IT\" dir=\"ltr\" data-wpcf7-id=\"7465\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/fr\/wp-json\/wp\/v2\/posts\/18597#wpcf7-f7465-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Modulo di contatto\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"7465\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"it_IT\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f7465-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p style=\"text-align: center;\"><span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"email*\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span>\n<\/p>\n<p><b><span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-264\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-validates-as-required\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-264[]\" value=\"Privacy*:\" \/><span class=\"wpcf7-list-item-label\">Privacy*:<\/span><\/span><\/span><\/span><\/b>I read and accept the <a href=\"https:\/\/www.wildix.com\/wildix-privacy-cookie-policy\/\"><strong><u>Privacy*<\/u><\/strong><\/a><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-809\"><span class=\"wpcf7-form-control wpcf7-checkbox\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-809[]\" value=\"\" \/><span class=\"wpcf7-list-item-label\"><\/span><\/span><\/span><\/span> I want to receive exclusive content for MPSs on how to grow my Business\n<\/p>\n<p style=\"text-align: center;\">\n\n<\/p>\n<p style=\"text-align: center;\"><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Submit\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<hr \/>\n<h2>IVR vs. Standard automatique<\/h2>\n<p>Le standard automatique (standard automatique, AA ou r\u00e9ceptionniste virtuel) fonctionne avec un acc\u00e8s direct au syst\u00e8me.<\/p>\n<p>En ce qui concerne IVR, il s&rsquo;agit d&rsquo;une version plus intelligente et sophistiqu\u00e9e d&rsquo;un standard automatique, qui offre un niveau d&rsquo;interaction avanc\u00e9 avec le syst\u00e8me t\u00e9l\u00e9phonique.<br \/>\n<strong>\u00c0 chaque \u00e9tape (n\u0153ud), vous pouvez configurer l&rsquo;application IVR pour qu&rsquo;elle achemine l&rsquo;appel vers une destination sp\u00e9cifi\u00e9e (poste, file d&rsquo;attente, etc.) ou pour envoyer l&rsquo;appel vers un autre sous-menu IVR.<\/strong><\/p>\n<p><span style=\"font-size: 1.28571rem;\">Comment \u00e7a fonctionne ?<\/span><\/p>\n<p>En r\u00e8gle g\u00e9n\u00e9rale, les appelants sont invit\u00e9s \u00e0 s\u00e9lectionner diff\u00e9rentes options en tapant sur les touches du clavier.<\/p>\n<p>L&rsquo;application IVR est g\u00e9n\u00e9ralement configur\u00e9e via une interface utilisateur graphique, ce qui permet \u00e0 un utilisateur s&rsquo;y connaissant ou pas du tout de cr\u00e9er et de d\u00e9ployer des arborescences IVR complexes en quelques minutes.<\/p>\n<p>Voici un exemple d&rsquo;arborescence IVR:<\/p>\n<p><a href=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-02-at-16.58.10.png\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-02-at-16.58.10.png\" alt=\"IVR_tree\" width=\"848\" height=\"235\" \/><\/a><\/p>\n<p>Dans cet exemple, l&rsquo;appelant est invit\u00e9 \u00e0 s\u00e9lectionner la langue (niveau 1) pour s\u00e9lectionner le service (niveau 2). Sinon, il peut appuyer sur le code associ\u00e9 au retour pour revenir au menu pr\u00e9c\u00e9dent. Apr\u00e8s avoir s\u00e9lectionn\u00e9 l&rsquo;option du deuxi\u00e8me niveau, l&rsquo;utilisateur est connect\u00e9 soit \u00e0 un poste (op\u00e9rateur parlant anglais ou op\u00e9rateur de support technique), soit \u00e0 la file d&rsquo;attente (groupe d&rsquo;appels de support commercial ou technique parlant allemand).<\/p>\n<h2>Wildix IVR<\/h2>\n<p><a href=\"https:\/\/manuals.wildix.com\/wms-start-guide\/#h.94u5tuzgy890\" target=\"_blank\" rel=\"noopener\">Sur cette page<\/a>\u00a0vous trouverez un exemple de configuration d&rsquo;une simple arborescence illustr\u00e9e sur le sch\u00e9ma ci-dessus.<\/p>\n<p><span style=\"font-size: 1rem;\">L&rsquo;IVR et tous les composants associ\u00e9s (y compris l&rsquo;enregistrement des messages d&rsquo;appel et la gestion des files d&rsquo;attente d&rsquo;appel) peuvent \u00eatre configur\u00e9s via WMS.<\/span><\/p>\n<p>Un exemple de l&rsquo;arborescence IVR telle qu&rsquo;elle appara\u00eet dans le WMS:<\/p>\n<p><a href=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/wms148-1.png\"><img decoding=\"async\" class=\"alignnone\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/wms148-1.png\" width=\"848\" height=\"190\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Qu&rsquo;est-ce que l&rsquo;IVR ? Interactive Voice Response (IVR ou Serveur Vocal Interactif)\u00a0est une technologie permettant aux humains d&rsquo;interagir avec les syst\u00e8mes t\u00e9l\u00e9phoniques via les tonalit\u00e9s DTMF saisies via le clavier ou par reconnaissance vocale. La r\u00e9ponse vocale interactive n&rsquo;est pas n\u00e9cessairement li\u00e9e \u00e0 la technologie VoIP. Exemples et avantages Par exemple, lorsque vous appelez une &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/blog.wildix.com\/fr\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\/\" class=\"more-link\">Continuer la lecture<span class=\"screen-reader-text\"> de &laquo;&nbsp;Qu&rsquo;est-ce que l&rsquo;IVR ? Exemples et avantages du service de l&rsquo;IVR.&nbsp;&raquo;<\/span><\/a><\/p>\n","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[53,101],"tags":[],"class_list":["post-18597","post","type-post","status-publish","format-standard","hentry","category-blog-fr","category-voip-wiki-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Qu&#039;est-ce que l&#039;IVR ? Exemples et avantages du service de l&#039;IVR. | Wildix<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.wildix.com\/fr\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Qu&#039;est-ce que l&#039;IVR ? Exemples et avantages du service de l&#039;IVR. | Wildix\" \/>\n<meta property=\"og:description\" content=\"Qu&rsquo;est-ce que l&rsquo;IVR ? Interactive Voice Response (IVR ou Serveur Vocal Interactif)\u00a0est une technologie permettant aux humains d&rsquo;interagir avec les syst\u00e8mes t\u00e9l\u00e9phoniques via les tonalit\u00e9s DTMF saisies via le clavier ou par reconnaissance vocale. La r\u00e9ponse vocale interactive n&rsquo;est pas n\u00e9cessairement li\u00e9e \u00e0 la technologie VoIP. Exemples et avantages Par exemple, lorsque vous appelez une &hellip; Continuer la lecture de &laquo;&nbsp;Qu&rsquo;est-ce que l&rsquo;IVR ? Exemples et avantages du service de l&rsquo;IVR.&nbsp;&raquo;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.wildix.com\/fr\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\/\" \/>\n<meta property=\"og:site_name\" content=\"Wildix Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wildix.pbx\" \/>\n<meta property=\"article:published_time\" content=\"2018-08-14T13:00:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2018-09-05T09:43:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2015\/11\/Screen-Shot-2015-11-05-at-16.49.18.png\" \/>\n<meta name=\"author\" content=\"Elena Kornilova\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@WildixSrl\" \/>\n<meta name=\"twitter:site\" content=\"@WildixSrl\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Elena Kornilova\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\\\/\\\/blog.wildix.com\\\/fr\\\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/blog.wildix.com\\\/fr\\\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\\\/\"},\"author\":{\"name\":\"Elena Kornilova\",\"@id\":\"https:\\\/\\\/blog.wildix.com\\\/#\\\/schema\\\/person\\\/92f34f6f25562608f9a11f7eacc599ea\"},\"headline\":\"Qu&rsquo;est-ce que l&rsquo;IVR ? 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Exemples et avantages du service de l'IVR. | Wildix","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/blog.wildix.com\/fr\/quest-ce-que-livr-exemples-et-avantages-du-service-de-livr\/","og_locale":"fr_FR","og_type":"article","og_title":"Qu'est-ce que l'IVR ? Exemples et avantages du service de l'IVR. | Wildix","og_description":"Qu&rsquo;est-ce que l&rsquo;IVR ? Interactive Voice Response (IVR ou Serveur Vocal Interactif)\u00a0est une technologie permettant aux humains d&rsquo;interagir avec les syst\u00e8mes t\u00e9l\u00e9phoniques via les tonalit\u00e9s DTMF saisies via le clavier ou par reconnaissance vocale. La r\u00e9ponse vocale interactive n&rsquo;est pas n\u00e9cessairement li\u00e9e \u00e0 la technologie VoIP. Exemples et avantages Par exemple, lorsque vous appelez une &hellip; Continuer la lecture de &laquo;&nbsp;Qu&rsquo;est-ce que l&rsquo;IVR ? 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