Kone improved customer interaction thanks to solutions for contact centers from Orange Business Services

June 07, 2015. The company Kone also Orange Business Services reported^[1] about implementation of two solutions for contact centers of Orange Business Services servicing 25 offices of the company in 22 countries. It allowed the company to improve customer interaction and also to increase efficiency of customer supports and sales.

In large service centers and customer supports of Kone the managed contact center (Managed Contact Center) which is based on the Avaya EMC platform was unrolled, and in customer support centers in Singapore and Eastern Europe Kone began to use a cloud platform of Flexible Contact Center. Using these solutions of Kone it was succeeded not only to improve customer service quality, but also to organize work of a support service more effectively: to provide information on products quicker, to prepare commercial offers, to make out bills and to process requests of clients.

The multichannel solution Managed Contact Center supporting both voice communication, and e-mail and a chat is intended for service of the large platforms Kone in Europe, in the Middle East and in North America. This solution has crucial value for business as controls work of rescue service. It is integrated with the platform of remote monitoring Kone and CRM Salesforce.

The cloud solution of Flexible Contact Center is used in small contact centers of Kone. This flexible cloud platform allows to integrate different communication channels, such as voice calls and e-mail. Thanks to integration with CRM Salesforce the staff of contact centers of Kone has an opportunity to work with the same interface irrespective of the used communication channel.

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