Contact Center

Improve your customer relationships with a best-of-breed contact center
  • Quality Monitoring
    Empower your workforce with custom training packs
    • Review conversations to identify problems and best practices
    • Provide your workforce with tailored training and guidance
    • Empower everybody, from business owners to CR agents
    See offer
  • Voice of the Customer
    Exceed your customers’ most challenging needs with the help of real-time insight, and mitigate the risk of churn
    • Analyze direct feedback from real-time contact center interactions
    • Respond with the right approach for each customer
    • Empower your agents with tailored coaching and guidance
    See offer
  • Managed Voice Portal
    Build a next-generation, AI-powered calling experience
    • Provide fast resolution and personalized, efficient self-service
    • Create an automated conversational experience with seamless escalation to an agent
    • Streamline your call routing strategy for an effortless, seamless customer support journey
    See offer
  • Unified Engagement Suite - Genesys
    Augment your customer experience by seamlessly orchestrating the entire customer journey. Harness the power of advanced tools, like predictive routing, agent assist, AI and omnichannel conversations, to boost your contact center KPIs.
    • Orchestrate the entire customer journey as one conversation
    • Easily scale and evolve with our future-proof solution
    • Enjoy market-leading CRM technology from Genesys
    See offer
  • Unified Engagement Suite - NICE
    Unified Engagement Suite - NICE is a cloud-based customer-experience platform with seamless omnichannel capabilities, analytics and automation.
    • Connect customer requests to the right agent, across any channel
    • Optimize your workforce to keep your team engaged and productive
    • Get useful insights on who your customers are thanks to powerful analytics
    See offer
  • Contact Center Access
    Receive calls from anywhere in the world and manage them in real time
    • Provide local and toll-free numbers in over 160 countries to ensure seamless customer engagement and international accessibility
    • Manage call routing, assign new numbers and monitor performance with real-time tools via an online portal or API
    • Optimize costs with a unified solution that scales with your business needs, backed by the robust Orange global infrastructure
    See offer

Digitalization

Optimize user experience by digitalizing the consumer journey
  • Callbot
    Boost the potential of your calling experience
    • Improve your customers’ calling experience with efficient, human-like conversation
    • Enjoy better performance while taking pressure off your agents 
    • Empower your live agents with contextualized insights
    See offer
  • Live Identity Wallet - Authentication Web
    Simplify access to your online space by removing passwords. Boost user trust and lower churn.
    • Simplify access to your online space and/or e-commerce
    • Increase the trust of your users
    • Lower churn throughout your user journeys
    See offer

Performance Monitoring

Maximize customer satisfaction with expert advice and follow-up from Orange
  • Workforce Management
    Ensure the availability of the right agents at the right times
    • React to real-time workload fluctuations, and forecast future workforce needs
    • Match staffing with demand for optimal worker efficiency and well-being
    • Improve customer satisfaction with less waiting and better resolutions
    See offer