Managed Contact Center with Cisco

The digital world has encouraged customers to develop new ways of contacting you. Expectations are high: if you don’t respond quickly and through the channel of their choice, they’ll take their business elsewhere. At Orange, we believe that contact centers are the driving force behind the delivery of great customer experience. We help you better understand customer expectations and reinvent the agent journey to deliver prompt, consistent and personalized assistance.

Choose a solution customizable enough to meet your needs

Benefit from an omnichannel contact center secured in the Orange cloud and powered by world-leading Cisco technology. From standard customer service to very specific requirements, we build a service that fully aligns with your business objectives.

Agent

Increase first contact resolution

Intuitive and unified desktop handling all interaction types
Superior understanding of the customer situation with CRM integration
Enhanced collaboration with back-office experts thanks to the Business Together as a Service federation

Supervisor

Boost performance and productivity

Feature-rich cockpit to support and coach your staff
Team management and re-skilling with one click
Smarter agent engagement with workforce optimization tools
Historical statistics and advanced real-time reporting

Administrator

Steer and streamline your organization

Quick overview of sites and configured agents via the Orange self-care portal
Follow up of changes and incidents on My Service Space
Robust solution designed for high-volume contact centers

Build loyalty, trust and revenue

Worldwide availability and high service level

We ensure high availability and no-fault tolerance thanks to a 24/7 support and service level agreement of 99.95%. Benefit from regional data centers in the USA, Europe and APAC and unrivaled global coverage to make contact with your customers wherever they, are and connect them with skilled agents.

Flexibility, security and simplicity

Thanks to the cloud, adopt new technology faster and without apprehension. Our virtualized infrastructure enables agents to work from any location and handle contacts from anywhere across the globe. Rest assured that our solution complies with the most rigorous industry security standards to ensure that your data remains safe at all times.

Savings on capital expenditures

Use your budget to its fullest by paying only for what you need. Shifting from CapEx to OpEx allows you to eliminate up-front costs and expensive upgrades, while meeting SLA goals with scalable cloud technology.

Orange helps you stand out

We bring together the power of a global telecom operator and a digital service provider, leveraging our unique know-how in software development and system integration.

Unmatched expertise, extensive experience

Our consultants and experts are committed to understanding what really matters to your business and designing the service that meets your expectations. They accompany you step by step from the initial configuration to tailored support and service.

International footprint

To better support your expansion and guarantee worldwide availability, we rely on the world’s largest seamless voice/data network, a distributed architecture with geographically redundant data centers and call-collection capabilities in 110+ countries.

24/7 customer care and incident management

Leveraging five Major Service Centers* and 24 local service centers, we provide follow-the-sun support in more than 30 languages.
*Brazil, France, Mauritius, India, Singapore

Strong and smooth vendor management capabilities

We partner with the leading technology organizations from which we have secured the highest level of certification to ensure that your solution is built with the very best technology available. That’s why more than 50 of our experts are Cisco certified.

Single, digital service provider

With Orange acting as your one-stop shop for voice, connectivity and contact center services, you'll benefit from streamlined management, reduced costs and mutualized resources. Combining our Cisco-based solutions – Managed Contact Center and Business Together as a Service – provides you with a full IP service managed from end to end.

ZIM improves customer experience in the new normal

We succeeded in maintaining our high level of customer experience across our global branches, despite the 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 technology and capabilities.

Assaf Tiran, Global Customer Service Vice President, ZIM

Read the case study

Our technology partners

Strong leaders in their respective global markets, together Cisco and Orange Business make enterprise digital transformation a human experience.