{"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":"2025-06-17T17:18:40","modified_gmt":"2025-06-17T21:18:40","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<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<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<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<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<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<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<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\u00e9duction des co\u00fbts<\/strong><\/p>\n<p>Outre des processus simplifi\u00e9s et unifi\u00e9s, une meilleure exp\u00e9rience utilisateur et une plus grande flexibilit\u00e9 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 \u00e0 AVI-SPL de r\u00e9aliser une \u00e9conomie annuelle estim\u00e9e \u00e0 plus de 70 000 dollars.<\/p>\n<p><strong>Un partenariat fond\u00e9 sur la croissance<\/strong><\/p>\n<p>Gr\u00e2ce aux nouvelles mises \u00e0 niveau pr\u00e9vues pour Zoom Contact Center, AVI-SPL pourra continuer \u00e0 collaborer avec Zoom afin d&rsquo;am\u00e9liorer ses offres d&rsquo;assistance et de maintenance \u00e0 l&rsquo;\u00e9chelle mondiale, au rythme souhait\u00e9.<\/p>\n<p>\u00ab Nous travaillons actuellement \u00e0 l&rsquo;int\u00e9gration d&rsquo;une option de chat afin de permettre \u00e0 nos clients d&rsquo;interagir avec un agent du service d&rsquo;assistance. Nous allons int\u00e9grer un autre moyen de communication dans leur environnement afin qu&rsquo;ils puissent collaborer avec nous. Une fois cette fonctionnalit\u00e9 mise en place, Zoom disposera d&rsquo;un outil suppl\u00e9mentaire pour coordonner les interventions de mon \u00e9quipe. \u00bb \u2013 Phil Caiazzo, vice-pr\u00e9sident des services d&rsquo;assistance mondiale chez AVI-SPL.<\/p>\n<p>\u00ab En tant que leader AV\/UC, s\u2019aligner avec un acteur majeur comme Zoom nous offre de nouvelles opportunit\u00e9s de croissance. \u00bb<br \/>\u2014 Derrick Kelly, VP Solutions Enablement, AVI-SPL<\/p>\n<p>AVI-SPL \u00e9tant partenaire de Zoom, ses experts en services d&rsquo;appels vocaux dans le cloud poss\u00e8dent une expertise approfondie de la plateforme Zoom. Ils sont \u00e0 votre disposition pour vous aider \u00e0 mettre en place, int\u00e9grer ou faire \u00e9voluer vos solutions d&rsquo;appels dans <a href=\"https:\/\/avispl.ca\/solutions\/voice-cloud-calling\/\">le cloud et de centre de contact.<\/a> <\/p>\n<p>Si vous souhaitez en savoir plus sur nos capacit\u00e9s en mati\u00e8re de conception, d&rsquo;int\u00e9gration et de gestion des centres d&rsquo;appels et de cloud calling, n&rsquo;h\u00e9sitez pas \u00e0<a href=\"https:\/\/avispl.ca\/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 v27.3 (Yoast SEO v27.3) - 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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