Call Center Solutions Featured Article

With an ambition to double its international contact center revenues over the next three years, Orange Business Services (News - Alert) is speeding up its international customer contact strategy to help companies deliver excellent customer experience at a low cost.

Orange Business Services provides global network, infrastructure and services backed by its expertise as a network operator and technology integrator. It is enhancing its contact center portfolio with a cloud-based multichannel solution called Flexible Contact Center, available in 110 countries.

"Profitable customer relationships are business critical," said Vivek Badrinath (News - Alert), CEO, Orange Business Services, in a statement. "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 customers in order to meet this expectation. We believe that cloud-based contact center solutions provide a powerful business tool to accompany multinationals' rapid expansion.”

Orange Business Services is a global integrator of communications solutions for multinational corporations, offering a communication services package of cloud computing, enterprise mobility, M2M, security, unified communications (UC), videoconferencing, and broadband.

"Flexible Contact Center provides companies with all the benefits of a cloud-based contact center solution," said Béatrice 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."

Benefits of the Flexible Contact Center include:

Personalized: The solution includes a workspace feature based on drag-and-drop widgets, enabling companies to personalize agent's desktops to adapt to day-to-day business evolution, integrate company resources and CRM applications.

Multichannel: Different customers want to communicate through different devices, so the solution supports live agent voice, interactive voice response (IVR), 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: The solution can be integrated to complement traditional contact center solutions based on customer needs, allowing for quick ramp-up of new agents to manage the increase in contact volume.

UC-compatible: Since the solution is cloud-based and uses drag-and-drop widgets, agents and supervisors can integrate UC tools into their desktop.

Orange Business Services is providing its solution to360buy.com, a Chinese online business-to-consumer (B2C) retailer. It supports 5,000 360buy agent positions located in China, the country's largest B2C e-commerce SIP call center, with a goal to use multimedia channels and text-to-speech in addition to traditional voice for business expansion and customer service excellence. The company has created a software-based contact center solution for 360buy that is flexible, feature rich, and easy to deploy. Additionally, it can support over 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.”