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 Genesys technology. From standard customer service to very specific requirements, we build a service that fully aligns with your business objectives and develop unique applications to simplify your day-to-day activities.
Connect the dots across the customer journey
- Seamless connected journey blending voice with digital
- Personalized and proactive assistance on customers’ own terms
- Quick answers to complex issues, with no escalation and repeat contact
Empower your agents to perform their best
- Single view of all channels through a unified agent desktop
- Efficient management of the universal queue
- Superior customer insight thanks to CRM integration
- Smarter agent engagement with workforce optimization tools
Performance and profitability
Align with your business objectives
- Manage your service and staff on your own in real-time directly from our administration portal
- Scale your resources for perpetual alignment with demand, while paying only for what you use
- Profit from historical statistics and advanced reporting
Turn your challenges into business opportunities
Worldwide availability and high service level
At Orange, we design and operate highly competitive systems in terms of service delivered. We commit to providing MNCs with worldwide availability and reliability through our 24/7 global support, a solution backed by a 99.95% uptime service level agreement, a disaster recovery system up and running immediately and a four-hour Guaranteed Time to Repair.
Easy monitoring without technical complexity
Real-time updates with full autonomy let you adapt your customer service organization to any situation. Empower decision makers to efficiently manage agents and intelligently route contacts through all of your contact channels. And do it with the convenience of a single, intuitive self-administration interface and the support of a dedicated Orange Customer Service Manager.
All-in-one customer experience
- Internet-of-Things and Data Analytics to turn customer data into actionable insights and enrich interactions
- Bots to automate interactions and processes
- Contact Center – as a service, hybrid or on-premises – to deliver prompt response and issue resolution
- Workforce Engagement to boost agent satisfaction and performance
- CRM integration to create truly personal engagement
- Collaborative tool integration to ensure continuity between front-office agents and back-office experts
- Interactive Voice Response to provide intuitive self-services
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.
To better support your expansion and guarantee worldwide availability, we rely on the world’s largest seamless voice and data network, a distributed architecture with geographically redundant data centers and call collection capabilities in 110+ countries.
Unmatched expertise, extensive experience
Our experts are committed to understanding what matters to your business and designing the service that meets your needs. They accompany you from the initial configuration to tailored support and service.
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 vendor management capabilities
We partner with the industry’s leaders 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 over 100 of our sales and engineers are Genesys certified.
Tricolor speeds up call processing
Tricolor cares about its customers, so it sought to optimize and improve customer support. Thanks to this innovative solution, we can significantly speed up the processing of calls and provide an omnichannel service. The Genesys Engage platform allows a contact center employee to see complete information on all customer requests in real time. They can then provide the necessary operational support regardless of the communication channel. In our database, there are already more than a million user requests. Further data collection will make the work of the contact center even more effective. Introducing speech analytics allows enterprises to automate the assessment of service quality and improve interaction with customers.
Ekaterina Pavlova, Director of the Service Department, Tricolor
Our technology partners
Genesys, the world’s number one customer experience platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, Genesys has put the customer at the center of its strategy, believing that great customer engagement drives great business outcomes. Download our guide to read more about our strategic alliance partnership enabling omnichannel customer experiences in the digital age.
Managed Contact Center with Genesys
All-in-one, customizable contact center service.
Download the brochure