{"id":8202656,"date":"2026-06-25T09:15:05","date_gmt":"2026-06-25T07:15:05","guid":{"rendered":"https:\/\/www.wildix.com\/wildix-deploys-wilma-ai-l1-technical-support\/"},"modified":"2026-06-25T10:18:20","modified_gmt":"2026-06-25T08:18:20","slug":"wildix-deploie-ia-wilma-support-technique-l1","status":"publish","type":"post","link":"https:\/\/www.wildix.com\/fr\/wildix-deploie-ia-wilma-support-technique-l1\/","title":{"rendered":"Wildix d\u00e9ploie Wilma\u00a0AI comme support technique L1 obligatoire\u00a0: Pr\u00e8s\u00a0de\u00a0la\u00a0moiti\u00e9 des\u00a0demandes r\u00e9solues instantan\u00e9ment sans\u00a0intervention\u00a0humaine"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"8202656\" class=\"elementor elementor-8202656 elementor-8202637\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d518d21 e-con-full e-flex e-con e-child\" data-id=\"d518d21\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-edf2dc7 elementor-widget elementor-widget-text-editor\" data-id=\"edf2dc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"background-color: #003366; color: #ffffff; padding: 10px 10px 10px 10px; border-radius: 3px;\">Communiqu\u00e9 de Presse <\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b16daaa e-con-full e-flex e-con e-child\" data-id=\"b16daaa\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t<div class=\"elementor-element elementor-element-f7844a5 e-con-full e-flex e-con e-child\" data-id=\"f7844a5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9a6abd5 elementor-widget elementor-widget-text-editor\" data-id=\"9a6abd5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>Tallinn, Estonia\u00a0\u2014 25\u00a0Juin\u00a02026<\/b>\u00a0\u2014 Wildix, leader mondial des solutions de Communications Unifi\u00e9es propuls\u00e9es par l&#8217;IA, a annonc\u00e9 aujourd&#8217;hui le d\u00e9ploiement complet de Wilma\u00a0AI, son IA\u00a0agentique, comme interface obligatoire de support technique de niveau 1 (L1) pour l&#8217;ensemble de son r\u00e9seau mondial de partenaires. Les premiers r\u00e9sultats affichent d\u00e9j\u00e0 pr\u00e8s de la moiti\u00e9 des requ\u00eates r\u00e9solues instantan\u00e9ment, sans aucune intervention\u00a0humaine.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-88c3f78 e-con-full e-flex e-con e-child\" data-id=\"88c3f78\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7682088 elementor-widget elementor-widget-image\" data-id=\"7682088\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1200\" height=\"630\" src=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Wildix-deploys-Wilma-AI-L1-technical-support-Wildix-PR.webp\" class=\"attachment-full size-full wp-image-8202640\" alt=\"Wildix deploys Wilma AI L1 technical support - Wildix PR\" srcset=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Wildix-deploys-Wilma-AI-L1-technical-support-Wildix-PR.webp 1200w, https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Wildix-deploys-Wilma-AI-L1-technical-support-Wildix-PR-300x158.webp 300w, https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Wildix-deploys-Wilma-AI-L1-technical-support-Wildix-PR-1024x538.webp 1024w, https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Wildix-deploys-Wilma-AI-L1-technical-support-Wildix-PR-768x403.webp 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df90462 elementor-widget elementor-widget-text-editor\" data-id=\"df90462\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tDepuis le 8\u00a0juin, Wildix a migr\u00e9 toutes les interactions de support technique de ses partenaires vers Wilma, rempla\u00e7ant ainsi les flux de cr\u00e9ation de tickets web traditionnels. Ce changement a simplifi\u00e9 l&#8217;acc\u00e8s au support, permettant une identification et une r\u00e9solution plus rapides des probl\u00e8mes tout en r\u00e9duisant la charge administrative. Cette adoption pr\u00e9coce t\u00e9moigne d&#8217;une efficacit\u00e9 accrue pour les partenaires et leurs clients finaux, avec des d\u00e9lais d&#8217;ex\u00e9cution r\u00e9duits et une gestion des demandes plus\u00a0coh\u00e9rente.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c0dcdec elementor-widget elementor-widget-text-editor\" data-id=\"c0dcdec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tDurant la phase initiale de d\u00e9ploiement (du 13\u00a0avril au 11\u00a0juin), <strong>Wilma a g\u00e9r\u00e9 1\u00a0273 interactions de support, prouvant sa capacit\u00e9 \u00e0 op\u00e9rer de mani\u00e8re fiable \u00e0 grande \u00e9chelle. Parmi celles-ci, 46\u00a0% ont \u00e9t\u00e9 r\u00e9solues instantan\u00e9ment, sans qu&#8217;il soit n\u00e9cessaire de cr\u00e9er un dossier de support ou de solliciter des ing\u00e9nieurs<\/strong>. Par ailleurs, 40\u00a0% des demandes ont \u00e9t\u00e9 transf\u00e9r\u00e9es vers Salesforce avec des donn\u00e9es contextuelles compl\u00e8tes d\u00e9j\u00e0 saisies par Wilma. Cela \u00e9limine la cr\u00e9ation manuelle de tickets et l&#8217;audit des appels, permettant aux \u00e9quipes de niveau\u00a02 et\u00a03 de commencer \u00e0 travailler imm\u00e9diatement, sans tri\u00a0pr\u00e9alable.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c8b86b5 elementor-widget elementor-widget-text-editor\" data-id=\"c8b86b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWilma repose sur un framework agentique &#8220;no\u2011code&#8221; profond\u00e9ment int\u00e9gr\u00e9 aux bases de connaissances internes de Wildix, incluant les tarifs, le Programme Partenaires, les flux Salesforce et l&#8217;historique des cas r\u00e9solus. Lorsqu&#8217;un partenaire ouvre une demande de support, Wilma identifie le probl\u00e8me, consulte la documentation existante et l&#8217;historique, puis r\u00e9sout la demande ou pr\u00e9pare un dossier complet pour un transfert vers un technicien. Le syst\u00e8me v\u00e9rifie \u00e9galement en temps r\u00e9el la conformit\u00e9 de la certification W\u2011FE, redirigeant automatiquement les utilisateurs non certifi\u00e9s avant m\u00eame l&#8217;ouverture d&#8217;un cas\u00a0\u2014 \u00e9vitant ainsi de nombreuses ouvertures de dossiers non autoris\u00e9es durant la p\u00e9riode de\u00a0r\u00e9f\u00e9rence.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f9cd48 testimonials-block elementor-widget elementor-widget-testimonial\" data-id=\"8f9cd48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"testimonial.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-testimonial-wrapper\">\n\t\t\t\t\t\t\t<div class=\"elementor-testimonial-content\">En r\u00e9duisant consid\u00e9rablement les temps d'attente traditionnellement associ\u00e9s au support fournisseur, Wilma red\u00e9finit la mani\u00e8re dont nos partenaires acc\u00e8dent \u00e0 l'assistance technique. Son d\u00e9ploiement en tant que canal de support L1 principal d\u00e9montre la fiabilit\u00e9 de notre framework d'IA\u00a0agentique en conditions r\u00e9elles. En passant d'un syst\u00e8me de tickets manuel \u00e0 une r\u00e9solution pilot\u00e9e par l'IA, nous permettons \u00e0 nos partenaires de passer moins de temps sur le d\u00e9pannage de routine pour se concentrer sur des r\u00e9sultats commerciaux \u00e0 haute valeur\u00a0ajout\u00e9e.<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-testimonial-meta elementor-has-image elementor-testimonial-image-position-aside\">\n\t\t\t\t<div class=\"elementor-testimonial-meta-inner\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-image\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Fabrizio-Di-Chello-150x150.webp\" class=\"attachment-thumbnail size-thumbnail wp-image-8202646\" alt=\"Fabrizio Di Chello\" srcset=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Fabrizio-Di-Chello-150x150.webp 150w, https:\/\/www.wildix.com\/wp-content\/uploads\/2026\/06\/Fabrizio-Di-Chello.webp 170w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-name\">Fabrizio Di Chello<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-job\">Head of Global Tech Support chez\u00a0Wildix<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ead9c7 elementor-widget elementor-widget-text-editor\" data-id=\"7ead9c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tCe d\u00e9ploiement refl\u00e8te un principe strat\u00e9gique plus large chez Wildix\u00a0: <b>Wilma\u00a0AI n&#8217;est pas une option suppl\u00e9mentaire factur\u00e9e \u00e0 la consommation. Contrairement aux outils IA qui mesurent l&#8217;utilisation via une tarification bas\u00e9e sur les tokens, Wilma est enti\u00e8rement int\u00e9gr\u00e9e \u00e0 la plateforme Wildix<\/b> sans co\u00fbt suppl\u00e9mentaire par interaction\u00a0\u2014 rendant l&#8217;IA\u00a0agentique de classe entreprise accessible \u00e0 chaque partenaire et d\u00e9ployable sur n&#8217;importe quel workflow sans limite d&#8217;utilisation ni facturation\u00a0variable.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad2c12f elementor-widget elementor-widget-text-editor\" data-id=\"ad2c12f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tLes partenaires ont r\u00e9agi \u00e0 cette transition par une adoption rapide, les volumes d&#8217;interactions quotidiennes ayant fortement augment\u00e9 suite au d\u00e9ploiement mondial du\u00a08\u00a0juin.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3f29d7 testimonials-block elementor-widget elementor-widget-testimonial\" data-id=\"c3f29d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"testimonial.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-testimonial-wrapper\">\n\t\t\t\t\t\t\t<div class=\"elementor-testimonial-content\">La transition vers Wilma a radicalement chang\u00e9 nos op\u00e9rations quotidiennes. Avoir un acc\u00e8s 24\/7 \u00e0 un syst\u00e8me intelligent qui comprend instantan\u00e9ment nos probl\u00e9matiques\u00a0\u2014 et soit les r\u00e9sout sur-le-champ, soit pr\u00e9pare les donn\u00e9es pour un ing\u00e9nieur \u2014 nous permet d'offrir des r\u00e9solutions nettement plus rapides \u00e0 nos propres\u00a0clients.<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-testimonial-meta elementor-has-image elementor-testimonial-image-position-aside\">\n\t\t\t\t<div class=\"elementor-testimonial-meta-inner\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-image\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"150\" height=\"150\" src=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/12\/Mike-Bubernack-ETT-150x150.webp\" class=\"attachment-thumbnail size-thumbnail wp-image-8175979\" alt=\"Mike Bubernack\" srcset=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/12\/Mike-Bubernack-ETT-150x150.webp 150w, https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/12\/Mike-Bubernack-ETT.webp 200w\" sizes=\"(max-width: 150px) 100vw, 150px\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-name\">Mike Bubernack<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-testimonial-job\">Co-CEO d'ET&amp;T et porte-parole de\u00a0Wildix<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d84de91 e-con-full e-flex e-con e-child\" data-id=\"d84de91\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-28a363a elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"28a363a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-814814a e-con-full e-flex e-con e-child\" data-id=\"814814a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6a48fd8 elementor-widget elementor-widget-text-editor\" data-id=\"6a48fd8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\u00c0 propos de Wildix :\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a9d4c4 elementor-widget elementor-widget-text-editor\" data-id=\"0a9d4c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWildix est un fournisseur mondial de solutions UCaaS propuls\u00e9es par l&#8217;IA, d\u00e9di\u00e9 \u00e0 la red\u00e9finition de la communication en entreprise. Avec une suite d&#8217;outils bas\u00e9s sur l&#8217;IA, incluant l&#8217;agent virtuel intelligent Wilma\u00a0AI, et un mod\u00e8le de vente 100\u00a0% indirect (Channel), Wildix permet \u00e0 ses partenaires de fournir des solutions s\u00e9curis\u00e9es, \u00e9volutives et ax\u00e9es sur les r\u00e9sultats. Reconnu pour la cinqui\u00e8me ann\u00e9e cons\u00e9cutive dans le Gartner\u00ae Magic Quadrant\u2122 pour l&#8217;UCaaS, Wildix aide les organisations \u00e0 lier directement la communication aux flux de revenus\u00a0\u2014 que ce soit pour les ventes, le service ou l&#8217;engagement\u00a0client.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6225788 elementor-widget elementor-widget-text-editor\" data-id=\"6225788\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tContact M\u00e9dia :\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef78cf5 elementor-mobile-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"ef78cf5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-user\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M224 256c70.7 0 128-57.3 128-128S294.7 0 224 0 96 57.3 96 128s57.3 128 128 128zm89.6 32h-16.7c-22.2 10.2-46.9 16-72.9 16s-50.6-5.8-72.9-16h-16.7C60.2 288 0 348.2 0 422.4V464c0 26.5 21.5 48 48 48h352c26.5 0 48-21.5 48-48v-41.6c0-74.2-60.2-134.4-134.4-134.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Wildix Marketing Team<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:marketingpbx@wildix.com\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">marketingpbx@wildix.com<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Communiqu\u00e9 de Presse Tallinn, Estonia\u00a0\u2014 25\u00a0Juin\u00a02026\u00a0\u2014 Wildix, leader mondial des solutions de Communications Unifi\u00e9es propuls\u00e9es par l&#8217;IA, a annonc\u00e9 aujourd&#8217;hui le d\u00e9ploiement complet de Wilma\u00a0AI, son IA\u00a0agentique, comme interface obligatoire de support technique de niveau 1 (L1) pour l&#8217;ensemble de son r\u00e9seau mondial de partenaires. Les premiers r\u00e9sultats affichent d\u00e9j\u00e0 pr\u00e8s de la moiti\u00e9 des [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":8202640,"parent":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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Les premiers r\u00e9sultats affichent d\u00e9j\u00e0 pr\u00e8s de la moiti\u00e9 des requ\u00eates r\u00e9solues instantan\u00e9ment, sans aucune intervention\u00a0humaine. Depuis le 8\u00a0juin, Wildix a migr\u00e9 toutes les interactions de support technique de ses partenaires vers Wilma, rempla\u00e7ant ainsi les flux de cr\u00e9ation de tickets web traditionnels. Ce changement a simplifi\u00e9 l\u2019acc\u00e8s au support, permettant une identification et une r\u00e9solution plus rapides des probl\u00e8mes tout en r\u00e9duisant la charge administrative. Cette adoption pr\u00e9coce t\u00e9moigne d\u2019une efficacit\u00e9 accrue pour les partenaires et leurs clients finaux, avec des d\u00e9lais d\u2019ex\u00e9cution r\u00e9duits et une gestion des demandes plus\u00a0coh\u00e9rente. Durant la phase initiale de d\u00e9ploiement (du 13\u00a0avril au 11\u00a0juin), Wilma a g\u00e9r\u00e9 1\u00a0273 interactions de support, prouvant sa capacit\u00e9 \u00e0 op\u00e9rer de mani\u00e8re fiable \u00e0 grande \u00e9chelle. Parmi celles-ci, 46\u00a0% ont \u00e9t\u00e9 r\u00e9solues instantan\u00e9ment, sans qu\u2019il soit n\u00e9cessaire de cr\u00e9er un dossier de support ou de solliciter des ing\u00e9nieurs. Par ailleurs, 40\u00a0% des demandes ont \u00e9t\u00e9 transf\u00e9r\u00e9es vers Salesforce avec des donn\u00e9es contextuelles compl\u00e8tes d\u00e9j\u00e0 saisies par Wilma. Cela \u00e9limine la cr\u00e9ation manuelle de tickets et l\u2019audit des appels, permettant aux \u00e9quipes de niveau\u00a02 et\u00a03 de commencer \u00e0 travailler imm\u00e9diatement, sans tri\u00a0pr\u00e9alable. Wilma repose sur un framework agentique \u201cno\u2011code\u201d profond\u00e9ment int\u00e9gr\u00e9 aux bases de connaissances internes de Wildix, incluant les tarifs, le Programme Partenaires, les flux Salesforce et l\u2019historique des cas r\u00e9solus. Lorsqu\u2019un partenaire ouvre une demande de support, Wilma identifie le probl\u00e8me, consulte la documentation existante et l\u2019historique, puis r\u00e9sout la demande ou pr\u00e9pare un dossier complet pour un transfert vers un technicien. Le syst\u00e8me v\u00e9rifie \u00e9galement en temps r\u00e9el la conformit\u00e9 de la certification W\u2011FE, redirigeant automatiquement les utilisateurs non certifi\u00e9s avant m\u00eame l\u2019ouverture d\u2019un cas\u00a0\u2014 \u00e9vitant ainsi de nombreuses ouvertures de dossiers non autoris\u00e9es durant la p\u00e9riode de\u00a0r\u00e9f\u00e9rence. En r\u00e9duisant consid\u00e9rablement les temps d'attente traditionnellement associ\u00e9s au support fournisseur, Wilma red\u00e9finit la mani\u00e8re dont nos partenaires acc\u00e8dent \u00e0 l'assistance technique. Son d\u00e9ploiement en tant que canal de support L1 principal d\u00e9montre la fiabilit\u00e9 de notre framework d'IA\u00a0agentique en conditions r\u00e9elles. En passant d'un syst\u00e8me de tickets manuel \u00e0 une r\u00e9solution pilot\u00e9e par l'IA, nous permettons \u00e0 nos partenaires de passer moins de temps sur le d\u00e9pannage de routine pour se concentrer sur des r\u00e9sultats commerciaux \u00e0 haute valeur\u00a0ajout\u00e9e. Fabrizio Di Chello Head of Global Tech Support chez\u00a0Wildix Ce d\u00e9ploiement refl\u00e8te un principe strat\u00e9gique plus large chez Wildix\u00a0: Wilma\u00a0AI n\u2019est pas une option suppl\u00e9mentaire factur\u00e9e \u00e0 la consommation. Contrairement aux outils IA qui mesurent l\u2019utilisation via une tarification bas\u00e9e sur les tokens, Wilma est enti\u00e8rement int\u00e9gr\u00e9e \u00e0 la plateforme Wildix sans co\u00fbt suppl\u00e9mentaire par interaction\u00a0\u2014 rendant l\u2019IA\u00a0agentique de classe entreprise accessible \u00e0 chaque partenaire et d\u00e9ployable sur n\u2019importe quel workflow sans limite d\u2019utilisation ni facturation\u00a0variable. Les partenaires ont r\u00e9agi \u00e0 cette transition par une adoption rapide, les volumes d\u2019interactions quotidiennes ayant fortement augment\u00e9 suite au d\u00e9ploiement mondial du\u00a08\u00a0juin. La transition vers Wilma a radicalement chang\u00e9 nos op\u00e9rations quotidiennes. Avoir un acc\u00e8s 24\/7 \u00e0 un syst\u00e8me intelligent qui comprend instantan\u00e9ment nos probl\u00e9matiques\u00a0\u2014 et soit les r\u00e9sout sur-le-champ, soit pr\u00e9pare les donn\u00e9es pour un ing\u00e9nieur \u2014 nous permet d'offrir des r\u00e9solutions nettement plus rapides \u00e0 nos propres\u00a0clients. Mike Bubernack Co-CEO d'ET&T et porte-parole de\u00a0Wildix \u00c0 propos de Wildix : Wildix est un fournisseur mondial de solutions UCaaS propuls\u00e9es par l\u2019IA, d\u00e9di\u00e9 \u00e0 la red\u00e9finition de la communication en entreprise. Avec une suite d\u2019outils bas\u00e9s sur l\u2019IA, incluant l\u2019agent virtuel intelligent Wilma\u00a0AI, et un mod\u00e8le de vente 100\u00a0% indirect (Channel), Wildix permet \u00e0 ses partenaires de fournir des solutions s\u00e9curis\u00e9es, \u00e9volutives et ax\u00e9es sur les r\u00e9sultats. Reconnu pour la cinqui\u00e8me ann\u00e9e cons\u00e9cutive dans le Gartner\u00ae Magic Quadrant\u2122 pour l\u2019UCaaS, Wildix aide les organisations \u00e0 lier directement la communication aux flux de revenus\u00a0\u2014 que ce soit pour les ventes, le service ou l\u2019engagement\u00a0client. Contact M\u00e9dia : Wildix Marketing Team marketingpbx@wildix.com","clean_excerpt":"Communiqu\u00e9 de Presse Tallinn, Estonia\u00a0\u2014 25\u00a0Juin\u00a02026\u00a0\u2014 Wildix, leader mondial des solutions de Communications Unifi\u00e9es propuls\u00e9es par l'IA, a annonc\u00e9 aujourd'hui le d\u00e9ploiement complet de Wilma\u00a0AI, son IA\u00a0agentique, comme interface obligatoire de support technique de niveau 1 (L1) pour l'ensemble de son r\u00e9seau mondial de partenaires. Les premiers r\u00e9sultats affichent d\u00e9j\u00e0 pr\u00e8s de la moiti\u00e9 des...","_links":{"self":[{"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/posts\/8202656","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/users\/51"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/comments?post=8202656"}],"version-history":[{"count":5,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/posts\/8202656\/revisions"}],"predecessor-version":[{"id":8202685,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/posts\/8202656\/revisions\/8202685"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/media\/8202640"}],"wp:attachment":[{"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/media?parent=8202656"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/categories?post=8202656"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.wildix.com\/fr\/wp-json\/wp\/v2\/tags?post=8202656"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}