Where trust meets expertise: Orange Business approach to redefining CX

Backed by 15 years of unmatched customer experience, expertise, and a proven track record of delivering large-scale CX transformation projects for the world's leading brands, our pedigree is beyond question. But pedigree, at Orange Business, is a starting point, not a finish line. We remain as driven, as rigorous, and as committed to our customers today as we were the day we earned their trust. Because in customer experience, the only performance that truly counts is the next one.

Having delivered and managed large-scale customer experience solutions and operations for 9 of the top 10 and 40 of the top 50 of Interbrand’s best global brands, we know what it takes to industrialize and scale services, a capability we share with our customers in every engagement. Our experience as a service provider with 300 million global customers – with the Orange Group itself being our first customer - also means we know first-hand what it takes to industrialize and scale customer experience. Additionally, we manage approximately 200,000+ CX agents worldwide and even handled 80 million AI conversations last year. Our employees have more than 1,000 certifications in GenAI tools like CCaaS, CPaaS, CRM, and CDP. 

As the icing on the cake, Orange Business was also rated "Best in Class" for AI and GenAI by Pierre Audoin Consultants (a European market research and analyst firm) in its 2024 report on AI-related services in Europe. 

Orange Business doesn't just help organizations envision the future of customer experience — we build it with them. Leveraging the transformational power of GenAI, we orchestrate intelligent, personalized journeys across every channel and touchpoint — creating experiences that are as secure as they are seamless, and as consistent as they are compelling. The outcome? Improved satisfaction. Deepened loyalty. And human interactions are deployed not by default, but by design — precisely where they create the greatest impact.

What sets Orange Business apart is not just what we deliver — it is how we deliver it. Our vendor-neutral approach liberates customers from the constraints of a single ecosystem, empowering them to build the best-fit solution from the world's leading customer experience offerings. At the heart of this is our AI Orchestrator — a powerful integration engine equipped with pre-built, fully reversible connectors to a curated portfolio of best-of-breed solutions, including the most influential LLMs powering today's AI-driven services. No vendor lock-in. No compromise on quality. Just the freedom to adapt, evolve, and lead — no matter how rapidly the technology landscape shifts beneath you.

Beyond GenAI, we have started transitioning into the next phase - enabling Agentic AI to help enterprises build and deploy intelligent agents to automate their workflows. Starting with Augmented Agents, this innovation addresses the challenge of high customer care costs and strives to improve customer experience at the same time. Additionally, we are already looking into the next frontier with Virtual Agents, which enable organizations to create entirely new customer care capabilities with zero need for human intervention. As Agentic AI operates toward specific outcomes, decisions, or deliverables, we are unlocking that value for organizations and reinventing business processes with a robust architecture and an AI-first mindset.

Along with our strong culture of innovation and our broad capability (an operator, end-to-end integrator, and platform player all at once), Orange Business is backed by our unique ecosystem of key partners and global team of AI experts. With a clear focus on continuous development, upskilling, as well as inclusive engagement, Orange Business is not just democratizing access to AI to every customer out there, but scaling AI with ingenuity, integration of best-in-class solutions through our rich catalogue of services, and trusted platforms. Because after all, possibilities for growth and transformation can only happen with tech one can trust.

From the first customer interaction to the insights that shape the next one, Orange Business delivers a comprehensive portfolio of customer experience solutions purpose-built for the demands of today — and the ambitions of tomorrow:

• Voice of the Customer captures real-time sentiment and translates it into the intelligence needed to reduce churn and deepen engagement. 
• Managed Voice Portal elevates every call with next-generation, AI-powered capabilities that make voice interactions faster, smarter, and more meaningful.
• Intelligent Together — our multi-LLM, multi-cloud AI platform — gives organizations the power to deploy, integrate, and evolve conversational agents at scale, without constraint. 
• Workforce Management ensures that operational precision never comes at the cost of customer experience, placing the right agent in the right place at precisely the right moment.

The end goal? Organizations equipped not just to meet customer expectations — but to consistently exceed them — through experiences that are simpler to navigate, deeply personalized, and powered by insights sharp enough to drive real competitive advantage.

According to GlobalData, Orange Business is cited as one of the few carriers that have evolved its unified communications and contact center business with a greater focus on outcomes such as improving employee experience and customer experience,  having developed consulting capabilities to help customers reimagine total experiences. With customer experience, Orange Business draws on many areas from the classic contact centers, customer data platforms (CDPs), CRMs, and collaboration, and Communications-Platform-as-a-Service (CPaaS) embedded with Agentic AI to break new grounds. 

Beyond our proven track record and credentials, Orange Business has also set a clear and ambitious vision to become an AI-first company, positioning it a core driver of innovation, operational excellence, and value creation. By going all-in on AI, we are poised to lead and support our customers to emerge as leaders in a rapidly changing digital world.

But first things first, a quick assessment of your CX maturity would be helpful to set things up!