{"id":129847,"date":"2024-03-12T15:32:34","date_gmt":"2024-03-12T15:32:34","guid":{"rendered":"https:\/\/www.colt.net\/?p=129847"},"modified":"2024-04-11T11:13:56","modified_gmt":"2024-04-11T10:13:56","slug":"filassistance","status":"publish","type":"post","link":"https:\/\/legacy.colt.net\/fr\/resources\/filassistance\/","title":{"rendered":"Filassistance"},"content":{"rendered":"\r\n<nav class=\"breadcrumb\"><span><span><a href=\"https:\/\/legacy.colt.net\/fr\/\">Home<\/a><\/span><\/span><\/nav>\r\n<h1>Filassistance fournit une assistance t\u00e9l\u00e9phonique fiable 24h\/7j<\/h1>\r\n<p><a href=\"https:\/\/legacy.colt.net\/fr\/resources\/type\/case-studies-fr\/\" target=\"_self\" rel=\"noopener\"> Toutes les \u00e9tudes de cas <\/a> <a href=\"https:\/\/legacy.colt.net\/wp-content\/uploads\/2024\/03\/7553_Colt_Filassistance_case_study_FR_FINAL.pdf\" target=\"_blank\" rel=\"noopener\"> T\u00e9l\u00e9charger l&#8217;\u00e9tude de cas <\/a><\/p>\r\n<p>Filassistance met \u00e0 la disposition des b\u00e9n\u00e9ficiaires une assistance 24h\/7j, conform\u00e9ment \u00e0 ses obligations r\u00e9glementaires et contractuelles. Les num\u00e9ros entrains Colt permettent une qualit\u00e9 d&#8217;appels performante.<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>Colt attribue un num\u00e9ro entrant g\u00e9ographique unique \u00e0 chaque ligne que Filassistance op\u00e8re pour le compte de ses clients partenaires. D&#8217;autres lignes t\u00e9l\u00e9phoniques sont r\u00e9serv\u00e9es aux appels sortants vers les b\u00e9n\u00e9ficiaires et les prestataires r\u00e9seau. L&#8217;IP Access assure la connectivit\u00e9 vers les syst\u00e8mes de l&#8217;entreprise et les applications cloud.<\/p>\r\n<p>Depuis 15 ans, Filassistance fait confiance \u00e0 Colt pour sa r\u00e9activit\u00e9, son sens de l&#8217;\u00e9coute et la qualit\u00e9 de ses technologies. Tous ces avantages font de Colt un fournisseur critique et un partenaire de choix pour la collaboration et l&#8217;innovation.<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>Une solution robuste qui couvre tous les appels entrants et sortants, tout en assurant une connectivit\u00e9 s\u00e9curis\u00e9e aux applications et syst\u00e8mes. Colt apporte \u00e9galement \u00e0 Filassistance un service de reroutage vers ses infrastructures de secours, soutenant ainsi ses plans de continuit\u00e9 et de reprise d&#8217;activit\u00e9 (PCA\/PRA).<\/p>\r\n<h3>Facteurs de choix des num\u00e9ros entrants Colt<\/h3>\r\n<p>Une voiture qui tombe en panne, une toiture souffl\u00e9e par le vent, un retour d&#8217;hospitalisation qui n\u00e9cessite une aide \u00e0\u00a0domicile\u2026 Face aux impr\u00e9vus, notre premier r\u00e9flexe est d&#8217;appeler notre compagnie d&#8217;assurance.<\/p>\r\n<p>Filassistance r\u00e9pond 24h\/7j aux appels des b\u00e9n\u00e9ficiaires de ses partenaires assureurs, mutuelles, bancassureurs et courtiers. En 2023, son centre de Saint-Cloud a trait\u00e9 plus de 300\u00a0000\u00a0appels.<\/p>\r\n<h3>Cahier des charges de Filassistance<\/h3>\r\n<p>Chaque client partenaire de Filassistance se\u00a0voit attribuer son propre num\u00e9ro. Les quelques 600\u00a0num\u00e9ros correspondent \u00e0 des num\u00e9ros entrants g\u00e9ographiques fournis par Colt. Ils sont g\u00e9r\u00e9s par Hafida Boukhemma, DSI de Filassistance, et son\u00a0\u00e9quipe sur le portail Colt Voice<br \/>On-Demand.<\/p>\r\n<p>\u00c0 chaque num\u00e9ro entrant est associ\u00e9e une ligne\u00a0SDA qui route les appels (via le PABX de l&#8217;entreprise) vers le bon groupe de charg\u00e9s d&#8217;assistance. Le CTI affiche les informations du b\u00e9n\u00e9ficiaire permettant ainsi un d\u00e9croch\u00e9 personnalis\u00e9 au nom du partenaire. Pour mettre en \u0153uvre les prestations, le charg\u00e9 d&#8217;assistance contacte le r\u00e9seau de prestataires de Filassistance en \u00e9mettant des appels sortants via les lignes Colt.<\/p>\r\n<p>Colt IP\u00a0Access offre des connexions redondantes pour plus de r\u00e9silience, auxquelles s&#8217;ajoutent des fonctionnalit\u00e9s de cybers\u00e9curit\u00e9 comme DDoS\u00a0Protection. Ce produit s\u00e9curise ainsi l&#8217;acc\u00e8s aux syst\u00e8mes d&#8217;information de Filassistance et aux applications\u00a0cloud (Microsoft\u00a0365, etc.).<\/p>\r\n<p>Les\u00a0charg\u00e9s d&#8217;assistance en t\u00e9l\u00e9travail se connectent via des tunnels\u00a0VPN mis en place pour prot\u00e9ger les donn\u00e9es des b\u00e9n\u00e9ficiaires, en particulier leurs informations m\u00e9dicales.<\/p>\r\n<p><em>\u00ab\u00a0Un audit r\u00e9cent a confirm\u00e9 que toutes les mesures de cybers\u00e9curit\u00e9 d\u00e9ploy\u00e9es avec l&#8217;aide de Colt remplissent efficacement leur r\u00f4le\u00a0\u00bb,<\/em> se r\u00e9jouit Hafida\u00a0Boukhemma.<\/p>\r\n<p>Filassistance r\u00e9pond aux appels des b\u00e9n\u00e9ficiaires \u00e0 toute heure du jour et de la nuit. Aucune interruption de service n&#8217;est tol\u00e9r\u00e9e. Pour r\u00e9pondre \u00e0 cet imp\u00e9ratif, les syst\u00e8mes critiques sont sauvegard\u00e9s dans un\u00a0cloud priv\u00e9 toutes les 10\u00a0minutes. Quant\u00a0aux plans de continuit\u00e9 et de reprise d&#8217;activit\u00e9 (PCA\/PRA), ils sont inscrits dans les clauses des contrats clients.<\/p>\r\n<p><em>\u00ab\u00a0Colt nous a aid\u00e9s \u00e0 mettre en place une double s\u00e9curit\u00e9 pour maintenir le routage des appels et l&#8217;acc\u00e8s aux\u00a0syst\u00e8mes en cas de sinistre sur notre site\u00a0principal\u00a0\u00bb<\/em>, r\u00e9sume la\u00a0DSI.<\/p>\r\n<h3>L&#8217;avantage Colt<\/h3>\r\n<p><em>\u00ab\u00a0Lorsque les b\u00e9n\u00e9ficiaires nous appellent, leur situation est g\u00e9n\u00e9ralement d\u00e9licate ou urgente. D&#8217;o\u00f9 l&#8217;importance de leur fournir une qualit\u00e9 d&#8217;appel irr\u00e9prochable pour bien entendre et comprendre leurs demandes \u00bb<\/em>, explique Nathalie\u00a0Habets, Directrice marketing et communication.<\/p>\r\n<p>Le t\u00e9l\u00e9phone reste, de loin, le moyen de\u00a0contact privil\u00e9gi\u00e9 des b\u00e9n\u00e9ficiaires. <em>\u00ab\u00a0Lorsqu&#8217;il vous arrive un p\u00e9pin, vous pr\u00e9f\u00e9rez parfois \u00e9changer avec un conseiller qui saura faire preuve d&#8217;\u00e9coute et\u00a0d&#8217;empathie, saura vous rassurer, et disposera des comp\u00e9tences et ressources n\u00e9cessaires pour vous aider tr\u00e8s \u00a0concr\u00e8tement\u00a0\u00bb<\/em>, constate Nathalie\u00a0Habets.<\/p>\r\n<p>Client de Colt depuis 15 ans, le sp\u00e9cialiste de l&#8217;assistance entretient une relation privil\u00e9gi\u00e9e avec son charg\u00e9 de compte. <em>\u00ab\u00a0Il est r\u00e9actif, communique en toute transparence et nous fournit un service de\u00a0qualit\u00e9\u00a0\u00bb<\/em>, abonde Hafida\u00a0Boukhemma. <em>\u00ab\u00a0Nous faisons enti\u00e8rement confiance \u00e0 Colt, notre prestataire technologique et partenaire de choix pour la collaboration et\u00a0l&#8217;innovation.\u00a0\u00bb<\/em><\/p>\r\n<p><img loading=\"lazy\" decoding=\"async\" title=\"JA-Images-07\" src=\"https:\/\/legacy.colt.net\/wp-content\/uploads\/2019\/08\/JA-Images-07-720x450.jpg\" alt=\"JA-Images-07\" width=\"720\" height=\"450\" \/><\/p>\r\n<h5>CLIENT<\/h5>\r\n<p>Filassistance<\/p>\r\n<h5>SECTEUR<\/h5>\r\n<p>Services d&#8217;assistance<\/p>\r\n<h5>IMPLANTATION<\/h5>\r\n<p>France<\/p>\r\n<h5>EFFECTIFS<\/h5>\r\n<p>150<\/p>\r\n<h5>COLT SOLUTION<\/h5>\r\n<p><a href=\"https:\/\/legacy.colt.net\/fr\/product\/service-access-numbers\/\">Num\u00e9ros entrants<\/a><\/p>\r\n<p>Voice Line<\/p>\r\n<p><a href=\"https:\/\/legacy.colt.net\/fr\/product\/ip-access\/\">IP Access<\/a><\/p>\r\n<p><a href=\"https:\/\/legacy.colt.net\/fr\/product\/internet-security-ddos-mitigation-web-filtering\/\">DDoS Protection<\/a><\/p>\r\n<p><a href=\"https:\/\/legacy.colt.net\/connect\/\" target=\"_blank\" rel=\"noopener\"> V\u00e9rifiez votre connectivit\u00e9 <\/a><\/p>\r\n<h2>Related content<\/h2>\r\n","protected":false},"excerpt":{"rendered":"<p>Filassistance fournit une assistance t\u00e9l\u00e9phonique fiable 24h\/7j Toutes les \u00e9tudes de cas T\u00e9l\u00e9charger l&#8217;\u00e9tude de cas Filassistance met \u00e0 la disposition des b\u00e9n\u00e9ficiaires une assistance 24h\/7j, conform\u00e9ment \u00e0 ses obligations r\u00e9glementaires et contractuelles. Les num\u00e9ros entrains Colt permettent une qualit\u00e9 d&#8217;appels performante. &nbsp; &nbsp; Colt attribue un num\u00e9ro entrant g\u00e9ographique unique \u00e0 chaque ligne que&#8230;<\/p>\n","protected":false},"author":170,"featured_media":129854,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"tpl-full-width.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"colt_type":[1175],"colt_ind":[1221],"colt_products":[1260,1377],"colt_solutions":[],"class_list":["post-129847","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","colt_type-case-studies-fr","colt_ind-finance-fr","colt_products-colt-business-connect-fr","colt_products-ip-access"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Filassistance - Colt Technology Services<\/title>\n<meta name=\"description\" content=\"Filassistance Colt Technology Services\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Filassistance - 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