Presentation
A Microsoft-Powered Contact Center for modern Customer Experience
Today’s customers expect fast, personalized and consistent interactions across every channel.
Contact Center as a Service (CCaaS) enables you to centralize all customer interactions on a single cloud-based platform, while improving agility, efficiency and service quality. With Orange Business, leverage the full power of the Microsoft ecosystem to transform your customer experience and empower your agents.
Offer Detail
Microsoft Contact Center as a Service
Microsoft CCaaS by Orange Business
A scalable, intelligent and fully integrated Contact Center as a Service solution.
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- Microsoft Dynamics 365 Contact Center
- Omnichannel engagement (voice, chat, email, social, messaging)
- Unified agent desktop with 360° customer view
- Interaction history and contextual routing -
- Power Platform integration (Power Automate, Power Apps)
- 1,400+ connectors for CRM, ERP and third-party systems
- Process automation and workflow orchestration
- Data integration across customer and operational systems -
- CX maturity assessment and solution design
- Architecture, configuration and integration
- Data migration and system interoperability
- Agent and supervisor training
- Change management support
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- AI-powered chatbots and voicebots
- Real-time agent assistance and recommendations
- Automatic conversation summaries and insights
- Sentiment analysis and intelligent routing
- Copilot Studio for custom conversational flows -
- Microsoft Azure cloud infrastructure
- High availability and scalability
- Built-in security and identity management
- Compliance with GDPR and industry regulations -
- Expert technical support and service management
- Performance monitoring and reporting
- Continuous improvement and feature evolution
- Licensing optimization (CSP / LSP models)
Your Trusted Microsoft Partner for CCaaS
Orange Business combines deep Microsoft expertise with a business-driven approach to deliver secure, scalable and intelligent CCaaS solutions.
Leveraging Dynamics 365, Power Platform, Copilot and Azure, we design and operate Microsoft-native contact centers that seamlessly integrate with your ecosystem and evolve with your customer experience strategy.
Examples
Partnering for success: our clients’ Microsoft journeys
Insurance – Cloud Migration & CTI Modernization
A leading insurance organization initiated a customer engagement transformation as part of a broader cloud migration program, including the replacement of a legacy CTI solution.
- Cloud migration of a legacy insurance contact center, including CTI replacement
- Deployment of Microsoft Dynamics 365 Contact Center with voice integration
- Improved alignment between customer engagement and service processes
- Scalable foundation for omnichannel interactions and AI-enabled customer experience
Customer Engagement Platform at TEC
As a public transport operator in Wallonia, TEC wanted to enhance its customer relationships and sales strategy through a unified, data-driven engagement platform. The goal: centralize customer interactions, improve service quality, and strengthen loyalty through intelligent insights.
- Unified customer data and operations through Dynamics 365 Customer Service, Customer Insights, and Sales, complemented by model-driven Power Apps to streamline campaigns, sales workflows, and claims/fraud management.
- Better understanding of passenger journeys through data-driven insights.
- Improved coordination between sales, service, and marketing teams.
- Increased campaign efficiency and personalized customer communication.
- Enhanced fraud detection and claims management through automation.
Case Management for Citizen Services for Public Sector
A federal public institution needed to streamline how it manages citizen reports and service requests. Its outdated system caused delays, poor visibility, and inefficiencies between teams handling consumer or business-related complaints.
- Implementation of Microsoft Dynamics 365 Customer Service for case management.
- Real-time case routing for faster response and resolution.
- Unified data repository ensuring accuracy and transparency.
- Paperless, mobile process for inspectors and field teams.
- Professionalized citizen experience through centralized and efficient service delivery.
Our Microsoft expertise in numbers
+20 years
+600
+80
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