Transform customer experience so your brand delivers loyalty-winning customer service
Use CX to thrive in the new era of digital disruptors and hyper-competition
The customer experience transformation imperative
Hyper-connected customers expect the freedom to engage with your business on their terms. Deliver exceptional service, and you'll earn their loyalty. Don’t, and they will switch to a rival who will. To beat competition, companies must orchestrate an omnichannel, customer-first engagement strategy, harnessing the power of data and the best of bots. Digitizing customer journeys, acting on customer insights and implementing changes in processes, technology and mindset will give you the foundation for long-term success.
Empower your workforce to deliver their best
Happy customers start with happy employees who are engaged to work smarter, not harder. Providing new ways to communicate in the workplace brings your teams closer, keeps them productive and drives faster response times. Adding quality monitoring and workforce management applications to the mix allows you to predict workload, so you can get the right number of staff in place, accurately assess performance and personalize coaching feedback.
Take advantage of cloud
When it comes to innovation, cloud comes first. It is faster to test, iterate and deploy. Cloud technology allows you to leverage the latest advancements as they emerge and scale to handle unexpected contacts. In other words, it helps you manage short-term risks while getting future-ready to meet your long-term goals.
Artificial Intelligence defines the future of CX
AI creates immersive, tailored experiences while making your operations and teams more efficient. Giving every employee instant access to actionable insights and the right recommendations ensures they know what to do next. Automating conversations and processes is another successful approach. Using bots to execute low-value tasks frees your agents to focus on complex inquiries. This results in optimized costs as well as enhanced employee satisfaction and performance.
The step-by-step approach to transforming your customer engagement strategy
A consulting partner that understands CX
Incorporating the platform needed to deliver omnichannel service doesn’t have to happen overnight. Our consultants help you navigate the increasingly complex technology landscape and formulate an effective customer strategy that resonates across your organization. With your expectations at the core of our approach, we target investments accurately to make your operations digitally-led and data-driven.
Contact Center: the driving force behind CX strategies
Contact centers are in a state of continuous improvement. Our expertise in providing custom solutions with the highest level of service and support, combined with our global reach and flexible delivery models, makes us the right partner to deploy contact centers across multiple regions. Partnering with leading-industry vendors, we embrace new developments to keep your customers happy and loyal.
Integration: implementing simple, fully-integrated support systems
You cannot deliver omnichannel CX if your own systems do not operate seamlessly. At Orange, we remove silos to connect your sales, marketing and customer support operations in one seamless whole. Our ability to integrate the right business applications, while managing complex ecosystems, allows you to focus on what really matters – your CX.
Knowledge is power: end-to-end visibility of your CX activities
Turning data into insights is your route to a 360-degree view of your customers and better-informed decisions. We use powerful analytics to unlock the vast amounts of data within CRM, marketing automation, contact centers and websites, so you can identify the right moments for proactive engagement, tailor interactions and improve conversion.
Building world-class CX with our end-to-end services
Excelling at customer service as trends and challenges emerge
ZIM adopts Orange collaboration and contact services to improve customer experience in the new normal
"We succeeded in maintaining our high level of customer experience across our global branches, despite COVID-19 pandemic implications, necessitating many of our customer service teams to work from home with very short notice. This was in large part thanks to Orange Business Services technology and capabilities."
Assaf Tiran, Global Customer Service Vice President, ZIM
Expertise in CX from design and implementation to support
As a network-native company, our portfolio includes a full suite of global connectivity solutions, underpinned by operator know-how to help you offer the best experience to your customers.
Critical skills to take on complex, global CX projects
Leverage our unique combination of technical, functional and industry specialization to deliver maximum-value projects and help clients break through barriers to innovation.
Unique partnerships fueled by smooth vendor management capabilities
Access to partners' ecosystems of industry-leading technologies together with systems integration capabilities to build the platform that matches your goals – with Orange as a single point of contact.
Follow-the sun after-care service
Our work doesn’t stop once your solution has been put in place. Our customer service centers have specialists worldwide to manage and solve any issues you encounter, 24-hours a day.
Creating AI-powered journeys for employees and customers alike
Why choose Orange Business Services?
Operator and integrator
of businesses have consistent messaging across channels