Your teams have to handle a rapidly growing number of digital conversations, while delivering interactions that must be consistent and add value to the customer at every stage. A further complication is that an increasing number of business-to-business enterprises are also adding direct-to-consumer business models. While this promises significant potential new revenue streams, it can also mean companies have to establish new customer relationships without upsetting existing distribution partners.
Meeting your CX targets can be even more difficult if your workforce has adopted a hybrid working model. You’ll already know the added importance of maintaining clear communication and enabling collaboration across your workforce. Still, it is critical to be aware of the need to focus on the employee experience to deliver a great customer experience.
To do this at scale requires introducing and integrating automation, with artificial intelligence and machine learning deployed to help give customers what they want while supporting your human workforce. This all needs to be expertly blended so that you get the benefits of leading technology without sacrificing the empathy and understanding agents can provide.
Benefits for you
Combining technology and people to create great customer experience
To deliver a great customer experience, you need a strategy that puts the customer first, powered by data and innovative technology. It will need to integrate all channels, digitize customer journeys, act on insights, and implement changes in processes, technology and mindset.
You need to ensure that your employees are engaged and equipped with the tools they need to keep customers happy. New ways to communicate bring your teams closer, keep them productive, and drive faster response times. Adding quality monitoring and workforce management applications allows you to predict workload, deploy the right resources, accurately assess performance, and personalize coaching feedback.
You need to automate to enable your workforce to deliver great experiences at scale. Artificial intelligence creates immersive, tailored experiences while making you more efficient. It gives every employee instant access to actionable insights and suitable recommendations so they know what to do next.
They can focus on complex tasks because your AI-powered bots have triaged inbound queries. The bots will execute low-value tasks so that your agents can handle challenging enquires with empathy. This results in optimized costs, enhanced employee satisfaction and greater levels of performance, as well as the sort of customer experience that promotes improved loyalty and return business.
How we can help
Why Orange Business is your customer experience partner
giving you access to the technology you need
Full end-to-end service
One of the largest pools of CX and EX experts
in enterprise technology
with 24/7 support
One of the world's largest global voice networks
as an integrator and operator delivering great experiences to our own customers
Your route to customer experience success
They trusted us
Helping businesses excel at customer experience
Delivering a great customer experience is a strategic imperative. Whether you are at the start of your journey or looking to accelerate your adoption, you need a partner that has done it before. Here’s a selection of companies we’ve helped create better customer experiences.
Creating great customer experiences requires a wide range of products and services. We know that your business needs are unique, which is why we provide end-to-end solutions that can be tailored to fit your individual requirements. Find out more information about each of our specific services.
Understand the potential of data and innovation to differentiate with a human touch.
Contact Center Access
Collect calls from anywhere in the world with our integrated service for international call collection.
Managed Voice Portal
Build a next-generation self-service experience and perfect your self-service experience.
Unified Engagement Suite - Genesys
Enhance your customer engagement with this secure, all-in-one cloud contact center solution.
Unified Engagement Suite - NICE inContact
Transform your customer engagement strategy to make it a competitive differentiator.
Managed Contact Center with Cisco
Embrace the customer engagement revolution with a next-generation unified communications and collaboration service.
Managed Contact Center with Genesys
Meet complex requirements to personalize experiences at scale.
Managed Contact Center Premium
Deliver seamless and effortless customer service with full security and autonomy.
Boost your workforce with bespoke training packs and empower your employees to perform to their potential.
Alleviate the complexity of organizing your agents with responsive, real-time forecasting and scheduling management.
Boost the potential of your calling experience by reinventing customer service with enhanced, future-ready self service.
Robotic Process Automation
Build the workforce of tomorrow: a productivity-boosting, non-stop, digital workforce.
As a network native digital services company, we can help transform every aspect of your organization. To find out what else we can do for you, look at our full set of products.