Orange Business Services Deploys Virtual Contact Center for LafargeHolcim

2020: Create a virtual contact center

Orange Business Services helped LafargeHolcim, one of the representatives in the production of construction materials and the provision of complex solutions for construction, provide better and more efficient services through the use of technology from Genesys, a company in Cloud customer service and contact center solutions. This became known on December 10, 2020.

Orange's participation in the management of these services will help the concern improve quality of customer service and improve efficiency operators.

Orange Business Services uses Genesys Engage - omnichannel and multi-lease solution for large Customer Relations Business. This technology helps partners Orange Business Services in Russia and CIS countries such as LafargeHolcim, in a virtual contact center deployment. Cloudy Contact Center allows enterprises to provide uninterrupted customer service through optimized routing for fast, sequential Problem Solving by Geographically Distributed employees, as well as cost optimization.

With the Orange cloud platform based on Genesys technology Engage, LafargeHolcim has increased the efficiency of operators. Earlier at LafargeHolcim there was no dedicated voice interactive menu system (IVR) for incoming calls. This led to the fact that a large number calls were sent to the wrong department or were completely unanswered.

After implementation, the company uses voice interactive menu technology for redirecting customers to the desired department. Using routing to based on skills LafargeHolcim can now direct customer calls to an operator that is optimally suited for solving the problems of callers, - whether it is placing an order or shipping problems. Plus everything, LafargeHolcim it was possible to reduce the cost of maintaining the contact center, because this service is based on the Orange cloud solution. To the client not equipment such as voice must be maintained and maintained switchboards; do not need to use licenses for corporate IP-PBX.

For us, the main advantage of the virtual contact center is the ability to significantly improve the quality of customer service. Now they can clearly indicate the reason for their call and connect with the desired consultant. We are also very pleased that the time for processing applications by our operators has been significantly reduced, "commented Alexander Polumordvinov, head of the IT department at LafarzhHolsim in Russia, Azerbaijan and Bulgaria.

A fast and trouble-free contact center is needed by many enterprises. According to our partner Genesys, 47% of customers go to competitors after the first unsuccessful contact with the company. The cost of attracting a new client is seven times higher than the cost of supporting an existing one. Therefore, it is not surprising that Russian companies are actively trying to improve the quality of customer service. We are pleased that LafargeHolcim chose Orange Business Services for this purpose. As of December 2020, our partners connected a virtual contact center at four of their enterprises in Russia, which increased the effectiveness of solving problems, "said a representative of Orange Business Services in Russia and the CIS.