Orange implemented contact center and services of joint work in shipping company of Israel

2020: Implementation of contact center

On July 9, 2020 Orange announced implementation of contact center and services of joint work at shipping company of Israel.

ZIM Integrated Shipping expanded cooperation with Orange Business Services in such directions as cloud contact center and services of joint work, including communication services and also audio-and video conferences. The implemented solution will increase efficiency of joint work and labor productivity in 20 contact centers of ZIM worldwide.

Orange cooperates with navigable giant long ago, providing to the partner global corporate IT infrastructure. ZIM is in vanguard of the industry of cargo transportation thanks to the capability quickly to adapt to the changing commercial models of navigation and requirements of emerging market. The contact center and services of joint work allow ZIM to be selected profitable in the market where high quality of service — a paramount task for customer retention.

Orange unrolled the managed contact center seamlessly integrated with the CRM system of ZIM thanks to what it is possible to switch clients to the relevant specialist at once. The choice is made on the basis of profiles of clients and their previous actions. In most cases requests concern armoring and notifications on transportation of goods. During a pandemic the contact center played an important role in ensuring work, allowing to inform clients on change of routes of freight transportation. So it was succeeded to avoid failures in a supply chain.

Data analysis and the reporting provided by the solution provide transparency of work of contact center and communications with clients. Such opportunities allow the company to accumulate and analyze data on a customer need for the purpose of further personalisation of the provided services. Adminpanel and a monitoring system in real time give ZIM a complete overview of queues of requests on a dynamic digital board which is located in each of call centers of ZIM. Thanks to these tools waiting time decreases, and operators had an access to relevant data for the answer to calls. As the result — increases customer service quality.

Also Orange provides the ZIM platform of unified communications and joint work (unified communication and collaboration, UCC), with the instruments of voice and video conference available to all staff of ZIM. Services are available in the protected Orange cloud. All services are provided on previously agreed service level that is a guarantee of performance improvement and flexibility of ZIM in unpredictable delivery conditions.

Shipping companies should be flexible in the conditions of quickly changing markets, providing at the same time high quality of customer service. As the entrusted partner, Orange Business Services continuously adapts to requirements of ZIM, increases quality of provision of services of contact center and UCC to correspond to the growing business needs of ZIM and customer expectations both on local, and at the global level. An opportunity to integrate business applications on communication Wednesday - the live strategic tool in business processes of ZIM. It allows the company to communicate with clients and to provide them services worldwide — Fabris de Fabrice de Windt, the senior vice president of Orange Business Services in Europe stated.

These solutions were ZIM solving at assistance in the conditions of a pandemic which broke global supply chains.

We succeeded in maintenance of the service level of clients in all our global branches, despite COVID-19 pandemic effects because of what our many customer service specialists had to work from the house. We are in many respects obliged by the success to technologies and opportunities of Orange Business Services, - Assaf Tiran, the vice president of ZIM for global customer service commented.