leading contact center operator selects Orange to support expansion in Colombia and Spain and provide reliable connectivity to its agents
Global customer experience specialist Transcom has selected Orange Business Services to supply IP VPN connectivity to the contact centers it operates in Colombia and Spain. The Colombian contact center is part of the company’s strategic move into Latin America, which is a vital offshoring destination for Spanish-language customer support. Through the new connectivity, Transcom has reduced operating costs and improved customer experience in the contact centers. The company also benefits from better management visibility and a platform for future business growth in Latin America and beyond.
Transcom provides customer care, sales, technical support and credit management services via its extensive network of contact centers and home-based agents. Headquartered in Sweden, Transcom employs more than 29,000 staff in 54 contact centers across 23 countries, delivering services in 33 languages on behalf of over 400 international brands. Its clients operate across multiple time zones, and contact center agents work flexible hours.
To support its growth and international expansion, Transcom needed a partner to deliver high-quality connectivity to contact centers and home-based agents in Colombia and Spain. The company required operational flexibility and scalability to drive digital transformation across its business. Geographically dispersed workforces and agents have become essential in the contact center industry, and prioritized, reliable connectivity for all agents is vital to maintain high levels of customer service.
Orange Business Services’ global coverage, infrastructure and local support were key to the contract win. This was particularly important in Colombia, where Orange had the requisite field operations and integration services engineers available to implement this globally managed solution.
“Orange Business Services have fully demonstrated professionalism, expertise and reliability throughout the whole project and have been a key partner in our international expansion in Latin America and Spain. They provide us with the reliable IP VPN service we need to deliver high levels of service to our customers and support our future growth in the region,” said Fernando Silva, IT regional director, Transcom.
“Transcom’s business relies on being flexible and agile in a fast-growing area, so they needed a global partner that could ensure reliable operations for them. They needed high-quality managed services at a competitive price to support continued expansion into multichannel services and digital transformation. With so many remote workers and home agents using their network, a robust IP VPN service is essential. Our cloud-based contact center solutions are also key parts of our digital transformation portfolio,” said Helmut Reisinger, executive vice president, International, Orange Business Services.