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Transform customer experience so your brand delivers loyalty-winning customer service

More than ever, success is defined by your ability to create personalized, consistent engagement across channels, adapt to changes and innovate. Still, many organizations struggle with legacy investments, putting their agility and competitive viability at risk. Leveraging consultancy skills, integration expertise and future-proof solutions, Orange helps you deliver next-generation experiences and exceed your goals.

 

 

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.

68%
of customers will pay more for products and services from a company with a strong record of good customer service

 

65%

of companies say that improving their data analysis is a vital factor in delivering better customer experience

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.

By 2025
companies that embed AI in their engagement platform will elevate operational efficiency by 25%

 

Building world-class CX with our end-to-end services

 

Business consulting

Consulting services
A consulting approach to select together business goals, organize data sharing and boost your ability to innovate

Best-of-breed contact center services

Contact Center Access
An all-inclusive solution for international call collection

Managed Voice Portal
A tailored and future-proof cloud-based self-service application that reduce customer effort while offering scalability and reliability

Unified Engagement Suite – Genesys
An all-in-one cloud contact center for companies in need of scalability, agility and rapid access to innovation

Unified Engagement Suite – NICE inContact

Managed Contact Center with Cisco
An omnichannel, highly customizable contact center secured by Orange cloud and powered by world-leading Cisco technology

Managed Contact Center with Genesys
The only omnichannel and multicloud Genesys-based solution available for large customer service organizations with complex requirements

Managed Contact Center Premium
An on-premise solution combining the security of dedicated hosting with high end-to-end SLAs and maintenance

Powerful workforce engagement applications

Recording and Quality Monitoring
Customer service quality management services that provides real-time guidance and next-best-action recommendations

Workforce Management
Agent performance enhancement applications integrated with our contact center to boost efficiency and satisfaction

AI, automation and data analytics

Virtual Agent

Robotic Process Automation
An AI-driven virtual workforce to rely on while your employees focus on value-added activities

Voice of the Customer
Real-time insights into your customers’ experiences to pinpoint recurring issues and empower agents with tailored coaching

Data Intelligence
End-to-end data analytics expertise to enhance decision making and create value and a competitive advantage for businesses

 

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

End-to-end connectivity
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

 

 

Engage your customers predictively with speed, simplicity and accuracy

Through the power of AI and Automation, Orange helps companies shape journeys and engage customers at the right time to drive their business forward. And because there is nothing more valuable than employees’ time, we make sure they have the right insights and more bandwidth for value-added interactions that only they can handle.Watch this video to find out what the future holds.

 

Why choose Orange Business Services?

 

Operator and integrator
Our dual expertise as a reliable network operator coupled with our agility as an integrator of digital solutions sets up apart.

  • Multi-vendor approach
  • One-stop shop
  • Massive pool of experience and experts
  • Global footprint, 24/7 support
  • Integrator and operator – don’t just integrate, don’t just operate – do more
  • Bespoke solutions
  • One of largest global voice networks
  • End-to-end capabilities

Only 24%

of businesses have consistent messaging across channels

Partnerships with industry leaders