{"id":2038,"date":"2026-03-19T14:59:28","date_gmt":"2026-03-19T13:59:28","guid":{"rendered":"https:\/\/www.univ-smb.fr\/aspire\/?p=2038"},"modified":"2026-09-17T11:08:12","modified_gmt":"2026-09-17T09:08:12","slug":"le-serveur-vocal-interactif-des-etudiants-lusmb-un-seul-numero-de-telephone-pour-tous-vos-services","status":"publish","type":"post","link":"https:\/\/www.univ-smb.fr\/aspire\/2026\/03\/19\/le-serveur-vocal-interactif-des-etudiants-lusmb-un-seul-numero-de-telephone-pour-tous-vos-services\/","title":{"rendered":"Le Serveur Vocal Interactif des \u00e9tudiants l\u2019USMB, un seul num\u00e9ro de t\u00e9l\u00e9phone pour tous vos services !"},"content":{"rendered":"<p>Dans le cadre de l\u2019am\u00e9lioration de l\u2019accueil et de l\u2019accompagnement des \u00e9tudiants, l\u2019Universit\u00e9 Savoie-Mont-Blanc \u00e0 mis en place un espace t\u00e9l\u00e9phonique unique \u00e9tudiant, qui se caract\u00e9rise sous la forme d\u2019un serveur vocal interactif (SVI) afin de guider l\u2019\u00e9tudiant vers le service concern\u00e9 par sa demande.<\/p>\n<p>Le num\u00e9ro de t\u00e9l\u00e9phone 04.79.75.85.84, est d\u00e9sormais la nouvelle solution pour chaque \u00e9tudiant qui souhaite une r\u00e9ponse \u00e0 sa question, tout en facilit\u00e9 !<\/p>\n<p>Le but ?<\/p>\n<ul>\n<li>Rassurer l\u2019appelant \u00e9tudiant avec un contact humain si les outils num\u00e9riques ou l\u2019accueil humain en pr\u00e9sentiel n\u2019ont pas apport\u00e9 de r\u00e9ponse satisfaisante.<\/li>\n<li>Optimiser l&rsquo;orientation des appels vers les services comp\u00e9tents.<\/li>\n<\/ul>\n<p>L\u2019arborescence de cet outil est n\u00e9e d\u2019une co-construction avec les directions des composantes et des services \u00e0 l\u2019\u00e9tudiant, anim\u00e9e par l&rsquo;\u00e9quipe @SPIRE.<\/p>\n<p>Le prototype d\u2019arborescence du SVI \u00e9tudiant a fait l\u2019objet d\u2019un <a href=\"https:\/\/www.univ-smb.fr\/aspire\/2026\/03\/16\/le-laboratoire-organisationnel-une-experimentation-en-support-a-la-conduite-du-changement-induite-par-le-projet-spire\/\">test d\u2019usage aupr\u00e8s du panel \u00e9tudiant<\/a> et il en ressort les \u00e9l\u00e9ments suivants :<\/p>\n<p>&#8211; 94,1 % des r\u00e9pondant\u00b7es se disent satisfaits ou tr\u00e8s satisfaits du service (11 satisfaits et 5 tr\u00e8s satisfaits), seul 1 \u00e9tudiant se dit insatisfait.<\/p>\n<p>&#8211; Le SVI r\u00e9pond \u00e0 une attente de personnalisation de l\u2019exp\u00e9rience des \u00e9tudiants, mais aussi l\u2019importance persistante du contact humain, en particulier en cas de doute ou de difficult\u00e9 : les situations complexes, ou les besoins d\u2019explication fine, appellent selon plusieurs r\u00e9pondant\u00b7es une interaction humaine directe dont le t\u00e9l\u00e9phone.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-2053 size-full alignleft\" src=\"https:\/\/www.univ-smb.fr\/aspire\/wp-content\/uploads\/sites\/85\/2026\/03\/graph-1-v2.png\" alt=\"\" width=\"637\" height=\"351\" \/><img decoding=\"async\" class=\"aligncenter wp-image-2050 size-full\" src=\"https:\/\/www.univ-smb.fr\/aspire\/wp-content\/uploads\/sites\/85\/2026\/03\/graph-2-v2.png\" alt=\"\" width=\"661\" height=\"472\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Enfin, le Service d\u2019Exploitation du Patrimoine de la Direction du Patrimoine en lien avec le prestataire de t\u00e9l\u00e9phonie de l\u2019USMB, a mis en place le Serveur Vocal Interactif \u00e9tudiant. Celui-ci est d\u00e9j\u00e0 op\u00e9rationnel et son lancement officiel est pr\u00e9vu pour la rentr\u00e9e prochaine, en m\u00eame temps que le nouvel intranet \u00e9tudiant.<\/p>\n<p>&nbsp;<\/p>\n<p>R\u00e9dacteur\u00a0: Val\u00e9rie Guichon, Cheffe du Projet @SPIRE et Nawel Dekouche, Assistante du projet @SPIRE<\/p>\n<p><em>Ce travail a b\u00e9n\u00e9fici\u00e9 d\u2019une aide de l\u2019Etat g\u00e9r\u00e9e par l\u2019Agence Nationale de la Recherche au titre du programme d\u2019Investissements d\u2019avenir, dans le cadre du projet NCU-@SPIRE, portant la r\u00e9f\u00e9rence ANR-18-NCUN-0018<\/em><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-1772 alignleft\" src=\"https:\/\/www.univ-smb.fr\/aspire\/wp-content\/uploads\/sites\/85\/2025\/12\/image2.png\" alt=\"\" width=\"147\" height=\"46\" \/> <img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-1775 alignleft\" src=\"https:\/\/www.univ-smb.fr\/aspire\/wp-content\/uploads\/sites\/85\/2025\/12\/image1.png\" alt=\"\" width=\"44\" height=\"43\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Dans le cadre de l\u2019am\u00e9lioration de l\u2019accueil et de l\u2019accompagnement des \u00e9tudiants, l\u2019Universit\u00e9 Savoie-Mont-Blanc \u00e0 mis en place un espace t\u00e9l\u00e9phonique unique \u00e9tudiant, qui se caract\u00e9rise sous la forme d\u2019un serveur vocal interactif (SVI) afin [&hellip;]<\/p>\n","protected":false},"author":273,"featured_media":2086,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"both","_seopress_redirections_param":"","_seopress_redirections_type":301,"_seopress_analysis_target_kw":"","_seopress_news_disabled":"","_seopress_video_disabled":"","_seopress_video":[],"_seopress_pro_schemas_manual":[],"_seopress_pro_rich_snippets_disable_all":"","_seopress_pro_rich_snippets_disable":[],"_seopress_pro_schemas":[],"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[9],"tags":[],"class_list":["post-2038","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aspire"],"acf":[],"jetpack_featured_media_url":"https:\/\/www.univ-smb.fr\/aspire\/wp-content\/uploads\/sites\/85\/2026\/03\/image-de-couverture-v3.png","_links":{"self":[{"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/posts\/2038","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/users\/273"}],"replies":[{"embeddable":true,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/comments?post=2038"}],"version-history":[{"count":5,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/posts\/2038\/revisions"}],"predecessor-version":[{"id":2179,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/posts\/2038\/revisions\/2179"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/media\/2086"}],"wp:attachment":[{"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/media?parent=2038"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/categories?post=2038"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.univ-smb.fr\/aspire\/wp-json\/wp\/v2\/tags?post=2038"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}