Unified Engagement Suite - Genesys I Orange Business

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Transforming CX with personalized and digitalized efficiency

Orange Business offers you an omnichannel contact center solution based on Artificial Intelligence, featuring advanced functionalities for better customer satisfaction and optimized performance of your agents.

Unified Engagement Suite – Genesys is a cloud-based contact center solution that ensures a seamless personalized experience for your customers. Customer data is centralized in a single interface, helping agents to better handle customer interactions and improve customer satisfaction.

Orange Business supports your organization throughout the implementation of this solution to enhance your omnichannel customer experience. Our comprehensive approach includes expert coordination, technical deployment, training, and ongoing support to help you deliver personalized customer experience.

Offer Detail

Building a tailored contact center for omnichannel customer experience

Unified Engagement Suite - Genesys

Unified Engagement Suite - Genesys helps you enhance your customer journey by transforming your entire ecosystem with empowered agents, stronger infrastructure and advanced features.

Included

Our consultants work together with you to assess your requirements and develop a risk-free contact center strategy that can be implemented quickly, including simplifying voice and network connectivity and managing digital channels.
Our 24/7 global help desk oversees your entire solution and is available to solve any issues at any time. We handle the technology, so you can focus on managing your company.
Our certified Customer Success Managers are dedicated to helping you optimize usage and drive value from your solution. Available 24/7 worldwide, they collectively speak over 30 languages to support your needs.
We understand the diverse regulatory requirements across different countries. Our knowledgeable and experienced regulatory team will help your company find the best way to deploy your global CX solution in any country you do business in, so you can expect a smooth and compliant rollout.

We can create a complete, one-stop shop across all the countries where your company operates. We'll customize your applications and integrate Unified Engagement Suite with your existing systems and then provide in-depth training to help you better manage your solution.
A cloud contact center lets you scale as needed and enables a 360° view of customer data, so your agents can personalize interactions and make informed decisions. We're always adding new features for the best solution possible.
Make your contact center more cost-effective and future ready simultaneously with our "pick what you need" approach. Our flexible and adaptable solution allows you to select and modify optional features as your business requirements evolve.

Personalize your UES Genesys solution with tailored service

Service design and business consulting

Improving customer service and costs and driving growth by optimizing your contact center operations.
Designing global, end-to-end architecture, data and networks.
Conducting business consulting workshops, presenting pilot runs, demos, PoCs and open labs.

Foundation building

Creating a strong foundation by identifying the most relevant solution mix aligned with your business objectives.
Implementing use cases, CRM, ITSM and collaboration tools, and developing niche applications.

Advanced and custom integration

Ensuring future readiness with advanced integration, digital tools and continuous improvement.
Managing omnichannel messaging, performance, and service automation through AI and analytics.

User adoption

Preparing your workforce with proper training, workshops and 24/7 support from certified experts.
Offering extended training modules from administration to user level.
Providing customer success management and workshop support to resolve any unforeseen issues.

Operational services

Boosting your business with tailored-made services that help you increase flexibility and agility.
Giving you the freedom to choose the type and frequency of support.
Providing a service management catalog and technical design architect to resolve complicated issues.

Examples

Discover use cases of our cloud-based contact center solution

01. Go cloud-native and reach all your audiences with an omnichannel solution

02. Kick-start digital transformation with AI and automation

03. Eliminate pain points using Journey Orchestration

04. Boost your contact center productivity by enhancing the employee experience

Go cloud-native and reach all your audiences with an omnichannel solution

Create a well-functioning, cloud-native contact center with better scalability and flexibility. Give agents the ability to seamlessly connect with customers on their preferred platforms (email, SMS, social media, live chat and more).

Kick-start digital transformation with AI and automation

Boost KPIs by providing seamless and personalized customer experiences with the help of AI and automation. You'll see macro-level improvements in many areas, including operational efficiency, cost reduction and revenue growth.

Eliminate pain points using Journey Orchestration

Enhance the customer experience by addressing points of frustration, leading to higher conversion rates, increased satisfaction, and greater loyalty. Implement real-time improvements to proactively manage emerging issues.

Boost your contact center productivity by enhancing the employee experience

Optimize your operations and provide better customer service by giving your employees the power of digital tools, like gamification, workforce management, employee engagement and agent assist.

Partnering with Orange Business to enhance your customer experience

We are a leading, all-in-one customer experience integrator, providing personalized omnichannel contact center solutions for companies worldwide.

Get the best in telecom and CX under one roof

Genesys is the undisputed CX leader in the market, and Orange is the recognized leader in telecom. Together, we provide the best CCaaS solution globally backed by our Center of Excellence. We can create CX for even the most complex businesses

Try our future-ready CX approach

Our consultants guide you throughout your digital transformation with expert advice on all your CX challenges, ecosystems and infrastructure. We monitor breakthrough technologies, like AI, analytics and RPA, for future CX readiness

Discover more than just a contact center

We provide CRM, ITSM and other solutions integration – going beyond ordinary CX solutions. Our Genesys-certified engineering teams expertly handle rapid deployments by utilizing Orange-native apps, marketplace apps, AppFoundry and co-innovation

Customize your solution

Your company can choose and adjust the features needed to operate efficiently from our catalog of à la carte services. Your dedicated Customer Success Manager is always ready to assist with any requests or incidents in a timely manner

Enjoy state-of-the-art technology with guaranteed service commitments

Our own solutions architects, along with our partners, are constantly innovating to provide new and advanced features complemented by SLAs that establish performance expectations and ensure accountability and service quality

Maneuver through regulatory hurdles

We have expertise in navigating the diverse regulatory requirements of various countries, and we apply that regulatory knowledge to every project we handle

Our trusted solution partners

Elevate your customer experience with Orange Business

Agent assist

Improve customer experience by empowering agents with guided conversations, while RPA automates repetitive tasks

Predictive routing

Optimize customer experiences, revenue growth and contact center KPIs by matching customer requests with the most suitable agents

Coversational AI

Empower your customers to solve problems themselves by harnessing the power of chatbots

Enhance accessibility and strengthen brand approval by establishing a presence on all major social media platforms

To go further

Still have questions?

Check our FAQs for more information about Unified Engagement Suite - Genesys.

Cut costs and boost trust with secure contact center payments

Cut costs and boost trust with a secure contact center payment solution

Contact centers are increasingly handling direct sales to customers, which means taking payment over voice or digital channels. With rising pressures to comply with PCI DSS protocols, increasing frauds, and agents working from home over the past year and for the foreseeable future, it’s a big challenge. But one that Orange Business and Voxpay can solve.

Unified Engagement Suite - Genesys

An optimized omnichannel customer experience with UES Genesys

Transforming CX with personalized and digitalized efficiency

Building a tailored contact center for omnichannel customer experience

Unified Engagement Suite - Genesys

Personalize your UES Genesys solution with tailored service

Discover use cases of our cloud-based contact center solution

Go cloud-native and reach all your audiences with an omnichannel solution

Kick-start digital transformation with AI and automation

Eliminate pain points using Journey Orchestration

Boost your contact center productivity by enhancing the employee experience

Partnering with Orange Business to enhance your customer experience

Our trusted solution partners

Elevate your customer experience with Orange Business

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Workforce Management

Ensure the availability of the right agents at the right times

Cut costs and boost trust with secure contact center payments

Cut costs and boost trust with a secure contact center payment solution