Displaying items by tag: Orange Business Services
Russian digital services operator Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys, a global leader in cloud customer experience and contact center solutions.
Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia. By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact with its customers all across the country via voice, chat, social networks, instant messaging and e-mail by seamlessly using a single platform.
The solution allows Tricolor to maintain the level of service regardless of communications channel. Tricolor can now also use speech analytics, allowing it to identify the reason for customers’ calls. This in turn provides the company valuable data insights in order to optimize internal processes and allow further self-service provision to end customers.
Working with Orange Business Services since 2018, Tricolor deployed this new solution on top of its existing infrastructure. The seamless transition to the new platform took only six weeks and did not impact current business processes nor the quality of services provided.
Orange Business Services experts first conducted an audit of the contact center’s internal procedures to draw up an analysis of functionality requirements. All stages of the contact center implementation were carried out in close cooperation with Tricolor.
“We are pleased that Tricolor chose us as a partner for this contact center implementation. An omnichannel platform makes it possible to engage with customers regardless of the communication channel. This is essential to provide a highly personalized customer experience. The benefits have already been seen by more than 500 of our customers around the world,” said Richard van Wageningen, senior vice president, IMEAR, Orange Business Services.
“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 1.5 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,” said Ekaterina Pavlova, director of the service department of Tricolor.
Hélène Auriol Potier has been appointed Executive Vice President, International at Orange Business Services. She joins Orange from Microsoft where she spent 10 years, most recently as General Manager, Artificial Intelligence, Western Europe.
“Hélène’s deep knowledge of B2B customer needs, as well as her expertise in digital technologies will help our customers shape their innovation and is a perfect match with our ambition to become a leader in a new global, data-driven ecosystem where people, objects and business processes are all connected both inside and outside the company. This is what we envision as the “Internet of Enterprises,” said Helmut Reisinger, CEO, Orange Business Services.
Bringing information technology industry expertise gained in the US, Europe, Africa and Asia, Auriol Potier will help drive forward the company’s growth in areas that are key to support multinational companies in their data journey, including IoT, SD-WAN, cloud, analytics, big data and cyberdefense.
This strategy has already delivered significant results for Orange Business Services, with over 100 new major international customers signed up in 2018.
In cloud services and cybersecurity for example, Orange Business Services has posted seven consecutive years of double-digit growth globally, putting it well on the way to meeting its ambition for 50 percent of cloud revenues to come from outside France by 2022. This has also been driven by key acquisitions in the industry, including Basefarm and the opening of new data centers in Amsterdam and Atlanta.
With 60 percent of the world’s data expected to come from enterprises in 2025 (vs 30 percent today), Orange Business Services continues to transform its core service portfolio, including network services with the development of its software defined network (SDN)-based offerings, including Flexible SD-WAN. That solution was recognized as Best Enterprise Service in the 2018 World Communications Awards and attracted many new customers, including Siemens, one of the biggest SD-WAN deals ever signed.
Thanks to the Orange international focus on innovation, the company has pioneered a co-innovation approach that facilitates collaboration among the customer, Orange experts and partners to deliver new ideas, test them and bring them to market.
Successes include a project where Orange and its partner Foxtrot Systems are developing a proof of concept to optimize logistics using Artificial Intelligence and Machine Learning for one of its largest European manufacturing customers. With a collaborative open ecosystem of internal talent and partners, Orange Business Services is poised to continue developing innovative solutions to benefit its customers.