{"id":17317,"date":"2023-09-01T10:32:06","date_gmt":"2023-09-01T14:32:06","guid":{"rendered":"https:\/\/avispl.com\/ca\/resources\/case-studies\/etude-de-cas-avi-spl-adopte-zoom-contact-centre-pour-un-soutien-mondial-unifie-flexible-et-agile\/"},"modified":"2026-05-04T14:29:30","modified_gmt":"2026-05-04T18:29:30","slug":"etude-de-cas-avi-spl-adopte-zoom-contact-centre-pour-un-soutien-mondial-unifie-flexible-et-agile","status":"publish","type":"case-study","link":"https:\/\/avispl.ca\/fr\/resources\/case-studies\/etude-de-cas-avi-spl-adopte-zoom-contact-centre-pour-un-soutien-mondial-unifie-flexible-et-agile\/","title":{"rendered":"\u00c9TUDE DE CAS \u2013 AVI-SPL ADOPTE ZOOM CONTACT CENTR\u00c9 POUR UN SOUTIEN MONDIAL UNIFI\u00c9, FLEXIBLE ET AGILE"},"content":{"rendered":"\n<section class=\"hero page-block hero--x-small\">\n    \n                        <div class=\"hero__content\">\n                <div class=\"container\">\n                                                               <h1 data-splitting=\"words\">\u00c9TUDE DE CAS \u2013 AVI-SPL ADOPTE ZOOM CONTACT CENTR\u00c9 POUR UN SOUTIEN MONDIAL UNIFI\u00c9, FLEXIBLE ET AGILE<\/h1>\n                    \n                    \n                    \n                    <button class=\"hero__scroll scroll-btn scroll-btn--o scroll-to-main\"\n\t\t\t\t        aria-label=\"Scroll to bottom of the hero section\"\n\t\t\t\t        title=\"Scroll to bottom of the hero section\">\n\t\t\t\t\t    <span class=\"sr-only\">Scroll to bottom of the hero section<\/span>\n\t\t\t\t\t<\/button>\n                <\/div>\n            <\/div>\n            <\/section>\n<div id=\"main-content\"><\/div>\n\n\n\n<section class=\"intro-image-text page-block intro-image-text--ciel\" role=\"region\">\n\t<span class=\"intro-image-text__bg\"><span class=\"intro-image-text__bg__inner\"><\/span><\/span>\n\t<div class=\"container\">\n\t\t<div class=\"intro-image-text__image\">\n\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-scaled.jpg 2560w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-300x200.jpg 300w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1024x683.jpg 1024w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-768x512.jpg 768w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1536x1024.jpg 1536w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-2048x1366.jpg 2048w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-125x83.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t<\/div>\n\n\t\t<div class=\"intro-image-text__text\">\n                        \t<h3 class=\"h3\">APER\u00c7U DU PROJET ET OBJECTIFS<\/h3>\n                                    \t<div class=\"body-content\">\n                \t<p>AVI-SPL dispose d&rsquo;\u00e9quipes d&rsquo;assistance mondiales aux \u00c9tats-Unis, au Canada, au Mexique, \u00e0 Londres, en Allemagne, en Inde et \u00e0 Hong Kong. Chaque \u00e9quipe fournit une assistance client\u00e8le 24 heures sur 24, 7 jours sur 7. Le contrat principal de la plateforme mondiale d&rsquo;appels cloud et de centre de contact de l&rsquo;\u00e9quipe d&rsquo;assistance mondiale arrivait \u00e0 expiration. En raison de capacit\u00e9s limit\u00e9es et de l&rsquo;arr\u00eat de la plateforme, AVI-SPL avait besoin d&rsquo;une nouvelle solution d&rsquo;assistance.   <\/p>\n<p>L&rsquo;\u00e9quipe d&rsquo;assistance mondiale d&rsquo;AVI-SPL, John Bantner,<span class=\"TextRun SCXW215897727 BCX0\" lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW215897727 BCX0\"> directeur de l&rsquo;architecture des centres de contact et de la voix chez <\/span><\/span>AVI-SPL, et Adam Howkins, <span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\" data-ccp-charstyle-defn=\"{\"ObjectId\":\"835fc28c-4da0-4f47-aa29-45eb9abd66d2|32\",\"ClassId\":1073872969,\"Properties\":[469775450,\"cf01\",201340122,\"1\",134233614,\"true\",469778129,\"cf01\",335572020,\"1\",201342448,\"1\",469777841,\"Segoe UI\",469777842,\"Segoe UI\",469777843,\"Calibri\",469777844,\"Segoe UI\",469769226,\"Segoe UI,Calibri\",335551500,\"2500134\",268442635,\"21\",469778324,\"Default Paragraph Font\"]}\">vice-pr\u00e9sident<\/span><span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\"> senior<\/span> d<span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\">es services<\/span> <span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\">mondiaux<\/span>, ont men\u00e9 une analyse des besoins en mati\u00e8re de plateforme afin de d\u00e9terminer la prochaine plateforme d&rsquo;AVI-SPL. La plateforme devait prendre en charge une \u00e9quipe d&rsquo;agents d&rsquo;assistance \u00e0 la client\u00e8le dans sept pays et r\u00e9pondre aux crit\u00e8res de r\u00e9ussite suivants. <\/p>\n                <\/div>\n                        \n        <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section    class=\"image-text-columns page-block\"\n    role=\"region\"\n    aria-labelledby=\"image-text-columns-heading\">\n\n\t<div class=\"container\">\n        \n        <div class=\"image-text-columns__image\">\n\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-scaled.jpg 2560w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-300x200.jpg 300w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-1024x683.jpg 1024w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-768x512.jpg 768w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-1536x1024.jpg 1536w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-2048x1366.jpg 2048w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-125x83.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t<\/div>\n\n\n                    <div class=\"image-text-columns__cols\">\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Organisation<br \/>\r\n<\/h4>\n                        <p><p>AVI-SPL<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Emplacement<\/h4>\n                        <p><p>Global<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Secteur<\/h4>\n                        <p><p>Technologies<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Solutions technologiques<\/h4>\n                        <p><p>Zoom Contact Center<\/p>\n<\/p>\n                    <\/div>\n                            <\/div>\n        \t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block page-block--padding-no-top\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<h3>OBJECTIF DU PROJET: MODERNISER LE SUPPORT GLOBAL CLIENT \u00c0 L\u2019\u00c9CHELLE MONDIALE<\/h3>\n<p>Avec des \u00e9quipes d\u2019assistance 24\/7 r\u00e9parties sur plusieurs continents, AVI-SPL devait remplacer sa plateforme de centre de contact infonuagique, devenue obsol\u00e8te. Les exigences portaient sur: <\/p>\n<p><strong><em>Une exp\u00e9rience <\/em><\/strong><strong><em>client am\u00e9lior\u00e9e<\/em><\/strong><\/p>\n<p>Des fonctions avanc\u00e9es (routage intelligent, IVR, enregistrement audio\/vid\u00e9o, int\u00e9gration ServiceNow, conformit\u00e9 PCI\/GDPR\u2026) <\/p>\n<h3>Une interop\u00e9rabilit\u00e9 avec Microsoft Teams via PSTN ou annuaire<\/h3>\n<p>Une solution rentable, stable, et \u00e9volutive<\/p>\n<p>ROCESSUS D\u2019\u00c9VALUATION : TROUVER UN PARTENAIRE FIABLE ET \u00c9VOLUTIF<\/p>\n<p><strong><em>Phil Caiazzo, VP Global Support Services d\u2019AVI-SPL, r\u00e9sume les attentes :<\/em> <\/strong><br \/><strong><em>\u00ab Nous recherchions avant tout un vrai partenaire, pas juste un fournisseur. \u00bb<br \/>Le choix devait aussi offrir une vision \u00e0 long terme incluant :<\/em><\/strong><\/p>\n<p>\u00b7 Routage par courriel, messagerie SMS<br \/>\u00b7 Clavardage automatis\u00e9 ou assist\u00e9<br \/>\u00b7 Libre-service<br \/>\u00b7 Enregistrement d\u2019\u00e9cran<br \/>\u00b7 Gestion des effectifs (WFM)<br \/>\u00b7 Base de connaissances<\/p>\n<p>Apr\u00e8s une \u00e9tude approfondie de plusieurs plateformes CCaaS, Zoom Contact Center s\u2019est distingu\u00e9 comme la solution la plus compl\u00e8te et intuitive.<\/p>\n<h3>SOLUTION RETENUE : ZOOM CONTACT CENTER \u2013 UNE EXP\u00c9RIENCE UNIFI\u00c9E ET CENTRALIS\u00c9E<\/h3>\n<p>Zoom Contact Center offrait:<\/p>\n<p>Une interface unique pour les agents et superviseurs <\/p>\n<p>Une exp\u00e9rience fluide et coh\u00e9rente pour g\u00e9rer les appels, vid\u00e9os et messages<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block image-text-new--sm image-text-new--r image-text-new--dark\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-scaled.jpg 2560w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-300x200.jpg 300w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-1024x683.jpg 1024w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-768x512.jpg 768w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-1536x1024.jpg 1536w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-2048x1366.jpg 2048w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_6-scaled-1-125x83.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                                    \t<div class=\"body-content\">\n                \t<p><strong>Une compatibilit\u00e9 avec des \u00e9quipements standards comme Logitech, Poly, Sennheiser<\/strong><\/p>\n<p>Une int\u00e9gration vid\u00e9o native, align\u00e9e avec la strat\u00e9gie UC d\u2019AVI-SPL <\/p>\n<p>\u00ab Ce n\u2019\u00e9tait pas une solution ax\u00e9e uniquement sur la vid\u00e9o, mais elle proposait une composante vid\u00e9o int\u00e9gr\u00e9e, parfaitement en ligne avec notre positionnement global. \u00bb<\/p>\n<p>\u2014 John Bantner, Directeur de l\u2019architecture vocale et centre de contact, AVI-SPL<\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<h3>D\u00c9PLOIEMENT PAR LES SERVICES PROFESSIONNELS AVI-SPL<\/h3>\n<p>AVI-SPL, partenaire certifi\u00e9 Zoom, a assur\u00e9 un d\u00e9ploiement rapide et structur\u00e9 : <\/p>\n<p><strong>Planification :<\/strong><\/p>\n<p>analyse des besoins avec les \u00e9quipes de support global <\/p>\n<p><strong>Anticipation :<\/strong><\/p>\n<p>identification proactive des points d\u2019int\u00e9gration critiques<\/p>\n<p>Communication :<\/p>\n<p><strong>\u00e9changes constants avec Zoom pour adapter la plateforme<\/strong><\/p>\n<p>\u00ab Nos ing\u00e9nieurs ont su transmettre les besoins utilisateurs \u00e0 Zoom pour assurer une migration en douceur. \u00bb<\/p>\n<p>\u2014 Jason Gaspardo, Directeur ing\u00e9nierie UCC, AVI-SPL <\/p>\n<h3>R\u00c9SULTATS :<\/h3>\n<p><strong>AGILIT\u00c9, ACCESSIBILIT\u00c9 ET \u00c9CONOMIES<\/strong><\/p>\n<p>Depuis le d\u00e9ploiement de Zoom Contact Center :<\/p>\n<ul>\n<li>Am\u00e9lioration de l\u2019efficacit\u00e9 op\u00e9rationnelle<\/li>\n<li>R\u00e9duction des files d\u2019attente de support<\/li>\n<li>Supervision en temps r\u00e9el des files, agents et enregistrements<\/li>\n<\/ul>\n<p>Connexion directe via Zoom Phone ou R\u00e9unions<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block image-text-new--sm image-text-new--r image-text-new--dark\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1431\" src=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-scaled.jpg 2560w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-300x168.jpg 300w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-1024x572.jpg 1024w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-768x429.jpg 768w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-1536x858.jpg 1536w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-2048x1144.jpg 2048w, https:\/\/avispl.ca\/wp-content\/uploads\/sites\/8\/2025\/01\/stock-CC_Experiences_5-scaled-1-125x70.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                        \t<h3 class=\"h3\">Zoom Contact Center : une exp\u00e9rience d&rsquo;assistance centralis\u00e9e et simplifi\u00e9e<\/h3>\n                                    \t<div class=\"body-content\">\n                \t<p>Chaque appel ou connexion b\u00e9n\u00e9ficie d&rsquo;une analyse en temps r\u00e9el de la voix, de la vid\u00e9o et des SMS.<br \/>\nZoom Contact Center permet d\u00e9sormais \u00e0 AVI-SPL d&rsquo;\u00eatre disponible 24 h\/24, 7 j\/7 via une plateforme centralis\u00e9e unique. Les \u00e9quipes peuvent acc\u00e9der aux demandes, les surveiller et les g\u00e9rer plus rapidement, \u00e0 tout moment et en tout lieu. <\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<p><strong>R&eacute;duction des co&ucirc;ts<\/strong> Outre des processus simplifi&eacute;s et unifi&eacute;s, une meilleure exp&eacute;rience utilisateur et une plus grande flexibilit&eacute; quant au lieu et au mode de travail des agents d&rsquo;assistance d&rsquo;AVI-SPL, la transition vers Zoom Contact Center a permis &agrave; AVI-SPL de r&eacute;aliser une &eacute;conomie annuelle estim&eacute;e &agrave; plus de 70 000 dollars. <strong>Un partenariat fond&eacute; sur la croissance<\/strong> Gr&acirc;ce aux nouvelles mises &agrave; niveau pr&eacute;vues pour Zoom Contact Center, AVI-SPL pourra continuer &agrave; collaborer avec Zoom afin d&rsquo;am&eacute;liorer ses offres d&rsquo;assistance et de maintenance &agrave; l&rsquo;&eacute;chelle mondiale, au rythme souhait&eacute;. &laquo; Nous travaillons actuellement &agrave; l&rsquo;int&eacute;gration d&rsquo;une option de chat afin de permettre &agrave; nos clients d&rsquo;interagir avec un agent du service d&rsquo;assistance. Nous allons int&eacute;grer un autre moyen de communication dans leur environnement afin qu&rsquo;ils puissent collaborer avec nous. Une fois cette fonctionnalit&eacute; mise en place, Zoom disposera d&rsquo;un outil suppl&eacute;mentaire pour coordonner les interventions de mon &eacute;quipe. &raquo; &ndash; Phil Caiazzo, vice-pr&eacute;sident des services d&rsquo;assistance mondiale chez AVI-SPL. &laquo; En tant que leader AV\/UC, s&rsquo;aligner avec un acteur majeur comme Zoom nous offre de nouvelles opportunit&eacute;s de croissance. &raquo;<br \/>&mdash; Derrick Kelly, VP Solutions Enablement, AVI-SPL AVI-SPL &eacute;tant partenaire de Zoom, ses experts en services d&rsquo;appels vocaux dans le cloud poss&egrave;dent une expertise approfondie de la plateforme Zoom. Ils sont &agrave; votre disposition pour vous aider &agrave; mettre en place, int&eacute;grer ou faire &eacute;voluer vos solutions d&rsquo;appels dans <a href=\"..\/solutions\/voice-cloud-calling\/\">le cloud et de centre de contact.<\/a> Si vous souhaitez en savoir plus sur nos capacit&eacute;s en mati&egrave;re de conception, d&rsquo;int&eacute;gration et de gestion des centres d&rsquo;appels et de cloud calling, n&rsquo;h&eacute;sitez pas &agrave;&nbsp;<a href=\"..\/solutions\/voice-cloud-calling\/\"> nous contacter.<\/a><\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n","protected":false},"featured_media":14118,"template":"","class_list":["post-17317","case-study","type-case-study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Zoom Contact Center r\u00e9pond aux besoins d&#039;assistance mondiale d&#039;AVI-SPL<\/title>\n<meta name=\"description\" content=\"AVI-SPL s&#039;associe \u00e0 Zoom pour simplifier, am\u00e9liorer et r\u00e9duire le co\u00fbt des pratiques d&#039;assistance mondiale d&#039;AVI-SPL. 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