PARIS, Oct 18, 2012 (BUSINESS WIRE) —
–supporting 360Buy’s expansion, the largest online retailer in China, with managed contact center
Orange
Business Services is accelerating its international customer contact
strategy to help companies deliver an excellent experience at an
operationally efficient cost. Orange Business Services has an ambition
to double its international contact center revenues over the next three
years.
“Profitable customer relationships are business critical,” said Vivek
Badrinath, CEO, Orange Business Services. “New communications channels
are emerging as a complement to voice. These new channels are expected
by Generation Y, and companies have to reinvent the way they communicate
with their customers in order to meet this expectation. Many companies
face increasing cost pressures and need to limit investments while
differentiating through best-in-class services. We believe that
cloud-based contact center solutions provide a powerful business tool to
accompany multinationals’ rapid expansion in new territories.”
With 550 experts supporting 90,000 contact center positions, Orange
Business Services provides global network, infrastructure and services
backed by its dual expertise as a leading network operator and
technology integrator.
launch of Flexible Contact Center: a response to new customer
expectations and companies’ challenges
Orange Business Services is enhancing its contact center portfolio with
a cloud-based solution called Flexible Contact Center. Available in 110
countries and territories, Flexible Contact Center is a scalable and
secure multichannel contact center solution. Since this solution is
cloud-based, CAPEX is minimal; companies pay as they grow; and there is
no technical maintenance.
“Flexible Contact Center provides companies with all the benefits of a
cloud-based contact center solution,” said Beatrice Felder, vice
president, Customer Contact Solutions, Orange Business Services. “Our
objective is to support companies’ expansion, from medium-sized
companies to multinationals, both on domestic and international
markets while providing a best-class and personalized customer
experience.”
In addition to traditional cloud computing benefits, there are specific
benefits when putting contact centers in the cloud:
—
personalized: Flexible Contact Center includes a unique
flexible workspace feature, based on drag-and-drop widgets, enabling
companies to easily:
—
personalize agent’s desktops to adapt to day-to-day business
evolution;
—
integrate company resources and especially CRM applications
allowing agents to provide a personal welcome and support.
—
multichannel: Different customers want to communicate through
different devices and media, and Flexible Contact Center supports live
agent voice, Interactive Voice Response, e-mail and chat with other
options planned.
—
mobility & homeshoring: Agents and supervisors can have
access to their business desktop with relevant tools, anytime from
anywhere.
—
consistency: All agents and supervisors have access to the same
tools so that the customer experiences the same level of service
anywhere in the world.
—
integrated: Flexible Contact Center can be integrated to
complement traditional contact center solutions from Orange Business
Services based on the needs of the customer. This allows for quick
ramp-up of new agents to manage a rapid increase in contact volume.
—
UC-compatible: Since Flexible Contact Center is cloud-based and
uses drag-and-drop widgets, agents and supervisors can integrate
unified communications tools into their desktop including a PC-based
softphone and instant messaging.
Orange Business Services supports 360buy’s business deploying a 5,000
position managed contact center
Orange Business Services is providing a managed contact center solution
to 360buy.com,
the leading Chinese online business-to-consumer (B2C) retailer, also
known as Jingdong Mall, with 51 million registered users. The contact
center solution supports 5,000 360buy agent positions located in
China, the country’s largest B2C e-commerce Session Initiation Protocol
(SIP) call center. The goal of this contact center solution is to use
multimedia channels and text-to-speech in addition to traditional voice
to sustain the business expansion and customer service excellence of
360buy.
Orange Business Services created a software-based contact center
solution for 360buy that is flexible, scalable, feature rich, and easy
and quick to deploy. As architected, this contact center can support
more than 20,000 agents, which will be the largest SIP or software-based
contact center in the world.
Jacky Cheng, senior vice president, Marketing Department, 360buy, said:
“A new agile contact center infrastructure was mandatory not only in
order to meet today’s needs, but also for our future expansion plans.
Customers do not only require the voice channel for customer support;
they also want multimedia channels such as Web chat and e-mail. The
reliability of the new system from Orange Business Services has been
proven thanks to the successful processing of 150,000 calls in one day
on 360buy’s anniversary date. In addition, the solution improved the
first call resolution rate by transferring calls to suppliers’ agents
directly, instead of requesting customers to call suppliers’ call
centers.”
About Orange Business Services
Orange Business Services, the France Telecom-Orange branch dedicated to
B2B services, is a leading global integrator of communications solutions
for multinational corporations. With the world’s largest, seamless
network for voice and data, Orange Business Services reaches 220
countries and territories with local support in 166. Offering a
comprehensive package of communication services covering cloud
computing, enterprise mobility, M2M, security, unified communications,
videoconferencing, and broadband, Orange Business Services delivers a
best-in-class customer experience across a global landscape. Thousands
of enterprise customers and 1.4 million mobile data users rely on an
Orange Business Services international platform for communicating and
conducting business. Orange Business Services is a four-time winner of
Best Global Operator at the World Communication Awards. Learn more at
www.orange-business.com
France Telecom-Orange is one of the world’s leading telecommunications
operators with sales of 45.3 billion euros for 2011 and has 170,000
employees worldwide at June 30, 2012. Orange is the Group’s single brand
for Internet, television and mobile services in the majority of
countries where the company operates. France Telecom
/quotes/zigman/189986/quotes/nls/fte FTE
+0.87%
is
listed on Euronext Paris (compartment A) and on the New York Stock
Exchange.
Orange and any other Orange product or service names included in this
material are trade marks of Orange Brand Services Limited, Orange France
or France Telecom.
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SOURCE: Orange Business Services
Orange Business Services
Elizabeth Mayeri, +1 212 251 2086
elizabeth.mayeri@orange.com
or
Orange
Heloise Rothenbuhler, +33 1 44 44 93 93
service.presse@orange.com
Copyright Business Wire 2012
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