KONE strengthens its partnership with Orange Business Services and migrates its contact center infrastructure to the cloud

  • Moving global contact center to the cloud to simplify and optimize operations
  • Key element for transformation of the customer service experience

KONE, a global leader in the elevator and escalator industry, has strengthened its partnership with Orange Business Services by moving its global contact center solution to the cloud. This is part of KONE’s ongoing commitment to delivering a high-quality end user experience worldwide.

KONE customer care centers are a vital component for customer service, both for the end-user and direct business customers. They play a strong role in overseeing critical elevator operations, service records and technical data. By moving the contact center infrastructure to the cloud, KONE will be able to benefit from scalability, flexible omnichannel capabilities, intelligent call routing and built-in security. The contact center can handle email, voice, and alarms for sites around the world and is integrated into KONE’s remote monitoring platform.

“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,” said Antti Koskelin, Chief Information Officer, KONE.

As part of the agreement, Orange has established five contact center hubs globally to simplify and optimize the organization, moving away from a site-based infrastructure to the cloud. The solution spans 35 contact center sites across all continents.

“We are honored to have KONE’s continued trust to improve and innovate its business-critical customer support function. Our global cloud expertise and experience will provide KONE with an optimized and flexible solution, offering improved scalability, cost-improvements and potential for innovation,” said Fabrice de Windt, Senior Vice President, Europe, Orange Business Services.