"Tricolor" and Orange Business Services unrolled omnichannel contact center in several hundred workplaces

2020: Upgrade of contact center

Orange Business Services and Tricolour carried out upgrade of customer support of the operator, and now his infrastructure includes the contact center on more than 220 jobs constructed on the solution Engage of Genesys company. It became known on November 16, 2020. The tricolor cooperates with Orange Business Services since 2010 in the directions of data transmission channels and services of telephony and also voice services, including free calls on numbers 8-800-500.

This platform will allow the operator to interact through a single window with clients with the help of both a voice communication, and messages in chats, social networks, messengers and in e-mail and also to keep track of subject of addresses using speech analytics. On the basis of such analysis the program of changes for the procedures and processes operating in contact center is developed and optimized the systems of self-service.

The solution was deployed based on the existing infrastructure of the company. Seamless transition to the platform took only one and a half months and had no impact on the current business processes and quality of the provided services.

Specialists of Orange Business Services booked audit of internal procedures of contact center according to the results of which requirements and technical specifications of the implemented functionality were prepared. Works on implementation of contact center were carried out in the conditions of close interaction with a team of the customer at all stages of implementation.