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Contact Center solutions for customer relations without borders

Contact Center services

wherever your customers are, wherever your contact centers are, we bring them together

You have customers around the world in different time zones and speaking different languages. How you serve them directly impacts their perceptions of your business and ultimately affects your bottom line.

With a fully managed contact center solution that spans the globe, you can support all your customers efficiently ... all while maintaining your other operations and keeping costs in check.  Covering 95% of world telephony traffic, we can help you to maintain local presence in your various markets while operating at a global level. Our multi-channel IP contact center solutions allow you to receive, qualify, distribute and process customer contacts while keeping your activity under control. By setting up a virtual call center, you can spread the calls between your various sites around the world.
 
You will actively manage the traffic and performance of all your platforms for call reception. 
Features include: 
  • call collection: Our call collection services (Contact Center Access) span over 110 countries representing 95% of world telephony traffic and offer a wide choice of access number types, so you can operate at a global level but appear local to all of your customers. With Orange Business Services as your single, global supplier, you get reduced costs and a summarized view of usage, cost and traffic patterns.
  • call management: We offer a complete set of tools to help you better manage call collection, including interactive voice response (Network IVR), a caller self-service tool that provides automatic, flexible and customized answers to simple or complex customer requirements. We also provide real-time optimization and monitoring of distributed contact center resources and skills (Contact Center Services). This helps you maximize efficiency and provide better customer support through contact center virtualization and an intelligent call routing strategy.
  • customized solution: With our global coverage, broad product portfolio, expert technology partners and extensive experience, we can design, build and manage a solution that meets your specific needs and helps you meet your business goals.
    > experienced consulting and project management – get good advice, solid implementation
    > call collection capabilities in over 110 countries – reach your customer base globally
    > call delivery to anywhere in the world – put agents where it makes the most sense
    > multimedia customer support options, such as Web, text, email and telephone support – give customers a choice of ways to reach you
    > partnerships with the industry leading companies like Cisco, Avaya, CosmoCom and Genesys – know that your solution is built with the very best technology available.

benefits

improved management
> a secure web interface enables you to administrate and supervise your applications easily and quickly
> rapid deployment, reliability, security, functional and technical developments spread the load of your contact centers more efficiently
> absorb peak call times with ease
> automate low-value, repetitive tasks

optimize your costs
> rationalize your infrastructure and steer your contact centers in a unified way around the world.
> reduce your telecom budget and benefit from centralized billing of communications and services
> reduce the amount of CAPEX investment

improve customer satisfaction
> calls are routed and processed more rapidly., which means your customers experience reduced waiting times
> your customers can contact you wherever they are and on the medium of their choice
> customers are directed more easily to the right agent, no matter where he or she is physically located.

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