Orange Business Services provided to Castorama omnichannel contact center

On September 17, 2020 the Orange Business Services company announced that it unrolled for Castorama company omnikalny contact center based on the solution Engage of Genesys. The solution provides high-quality interaction "operator client" by means of telephone communication, messages in popular messengers and e-mail. Thanks to modern contact center Castorama had an opportunity to improve customer interaction and to increase quality of work. It is especially important in the conditions of the increasing role of online sales in the period of a difficult epidemiological situation.

Orange and Castorama cooperate in the field of projects in the field of IT and telecommunications more than 10 years. During this time the companies implemented a number of joint strategic projects, including creation of network infrastructure, placement of telephone exchanges on a number of subjects to presence and deployment of firewalls, protection against DDoS attacks and VPN channels. Eventually Castorama had requirements in the field of interaction with buyers through different communication links. Besides, there was a question of automation of the most routine moments of communication with clients - the voice menu of self-service offered Orange gives the chance to respond to the simple requests of clients, without attracting operators who can focus on more advanced queries.

Orange helped to organize infrastructure for the database of frequently asked questions, access to which was got by operators. A system was added with the automated processing of simple requests. Existence of ready answers to frequently asked questions — the pro-active help to clients.

Orange provided to Castorama the contact center based on Genesys Engage placed in Orange cloud. This solution allowed to avoid one-time costs and at the same time to receive full-scale contact center on a monthly subscription.

Development of the voice menu was not a part of the ready-made solution. To us all was necessary to develop from scratch, defining scenarios together with the client. At the end of 2019 Castorama requested to add to functionality of contact center also a possibility of message handling from WhatsApp as it is one of Castorama of messengers which are most demanded among clients, — David Halden, the commercial director of Orange Business Services commented on project deliverables Russia and CIS