Digitizing contact center and collaboration services for better customer experience

Improved customer experience across global branches despite operational disruptions.
Managed contact center integrated with the company’s CRM to route callers effectively.
Unified collaboration tools delivered from the cloud to agents worldwide.

Keeping customer experience consistent during sudden change

A growing number of customer interactions with contact centers highlighted the importance of a human response to overall customer experience, especially in the shipping industry where customers expect fast, flexible service. At the same time, the industry faced over capacity, increasing the need to differentiate through more responsive operations. The company also needed to maintain service continuity across global branches when many customer service teams had to move to remote work on very short notice. The challenge was to digitize and improve the customer experience without losing the personal touch that customers value.

What the company set out to achieve

The company wanted to upgrade customer engagement, strengthen collaboration across its worldwide contact centers, and keep service quality consistent as conditions changed.

Renew the agent journey

Improve service routing and consistency

Enable secure remote collaboration

Managed contact center integrated with its CRM

The company deployed Orange Managed Contact Center, integrated with its bespoke Customer Relationship Management (CRM) system and secured by Orange cloud. The services supported renewing the agent journey, including assigning the most appropriate agents to callers based on their latest profiles and interactions.

Most customer queries relate to booking schedules and cargo updates. This integration enabled the company to provide prompt, personalized, and consistent service even during major operational disruption.

Real-time visibility and analytics for continuous improvement

Orange also provided in-depth data analytics and reporting to give the company full visibility into contact center activities and customer communications.

With dashboards and real-time monitoring, the company gains a dynamic view of call flows, helping it put the right resources in place when and where they are needed to deliver a strong customer experience.

Business Together Cisco

Cloud collaboration tools for agents across all contact centers

The company extended its contract with Orange for cloud-based contact and collaboration services, including network connectivity and audio and web conferencing.

The update strengthened overall customer experience and improved collaboration and productivity across 20 contact centers worldwide. Orange also delivers a unified communications and collaboration (UC&C) suite, powered by Orange Business Together-as-a-Service, that securely delivers voice, videoconferencing, and collaboration tools from the Orange cloud to agents wherever they work.

Managed Contact Center

A more consistent, connected customer experience

The combination of Managed Contact Center integrated with its CRM and the cloud-delivered collaboration suite enabled the company to renew the agent journey, route customers to the most suitable agents based on recent interactions, and monitor call flows in real time. Together with analytics and reporting, these capabilities support continuous improvement in customer communications and engagement.

What the customer says about us

Global Customer Service Vice President

"We succeeded in maintaining our high level of customer experience across our global branches, despite major operational disruption, thanks in large part to Orange Business technology and capabilities.”

To go further

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An international cargo shipping company

Headquartered in the Middle East, the company has built an efficient network for reliable services. Amid industry overcapacity, it aims to differentiate through innovation by digitizing and enhancing customer experience, while maintaining a personal, service-first approach.