KONE, a global leader in the elevator and escalator industry, is committed to delivering enhanced safety and high-quality end-user experience to all users and customers. Moving over one billion people every day and liaising with more than 550,000 clients, including builders, building owners, developers, consultants, and architects means that this is an enormous task.
The contact center is crucial to keeping its elevators, escalators and other equipment, such as moving walkways, working effectively to keep urban life flowing efficiently. The contact center also plays a vital role in helping to oversee critical elevator, operations, service records and technical data. KONE’s elevator and escalator maintenance base was over 1.4 million units at the end of last year. KONE was keen to move to an omnichannel contact center solution to provide a seamless, unified customer experience across all of its channels.
KONE’s legacy contact center system was due to be replaced, which was an opportunity to upgrade to the latest technology. KONE has a strong relationship with Orange Business Services and looked to us to make its omnichannel contact center ambitions a reality.
Orange Business Services is playing an important role in helping us with our digital transformation by migrating our contact center solution to the cloud. This will further enhance our customer experience and pave the way for further innovation in our customer support service.
Antti Koskelin, Chief Information Officer, KONE
Moving to the cloud
As part of the upgrade, Orange has moved KONE’s legacy site-based contact center infrastructure to the cloud. KONE will benefit from scalable, flexible omnichannel capabilities, intelligent call routing and built-in security. The contact center can handle email, voice and alarms for the company’s global sites and integrates into KONE’s remote monitoring platform.
The solution spans 35 contact center sites across all continents. It uses five contact center hubs deployed globally to simplify and optimize operations. The migration will provide KONE with cost improvements and the scope for future innovation.