Orange Business Services Deploys Hundreds of Jobs Omnichannel Contact Center for IKEA

2021: Creating an omnichannel contact center

International Service -provider Orange Business Services April 26, 2021 announced that it had built omnikanalny Contact Center more than 250 jobs for. IKEA Russia The platform replaced a solution that worked only with voice calls and. e-mails Communication will now be available through several interactive channels, including text messages.

The project was completed in a short time - in just four months. Orange provides service support for the contact center, a cloud for hosting the platform and communication channels for combining sites in St. Petersburg and Omsk.

All contact centers IKEA Russia are connected to a cloud-based to infrastructure Orange Business Services that supports the system and reservations provides full fault tolerance. The solution is also integrated working hours with IKEA Russia's workforce management system.

It is assumed that the IKEA Russia omnichannel contact center optimizes interaction with buyers in voice, through e-mail and text messages. This is especially important in the current situation when the contact center is perceived by customers as a single source of information due to the increased demand for online purchases, Orange Business Services explained. In addition, the modular structure of the platform will quickly expand the contact center for future tasks, increasing the number of user licenses. Placing the platform in the Orange cloud will relieve the burden of infrastructure management with the IT departments of IKEA Russia.

"The solution we used at IKEA earlier only handled voice calls and emails from our customers. However, we are developing and striving to provide customers with more modern communication channels and more efficient ways to manage contacts. Now the flexible Orange Business Services platform allows us to better support our customers, changing their daily lives for the better. Thanks to the full support of Orange Business Services and the introduction of this turnkey solution, we will be able to scale our Customer Support Center with the growth of IKEA in Russia, "commented Elena Novskaya, head of the IKEA Russia Customer Support Center.

"As a provider of digital services, Orange Business Services helps IKEA in Russia increase the efficiency of working with customers, which is important in the conditions of switching to online most outlets during the pandemic. In the future, we plan to increase the functionality of the platform by offering additional modules: for example, for interaction with customers through social networks, "said Richard van Wageningen, senior vice president of Orange Business Services, who is responsible for the IMEAR region (Russia, Middle East and Africa).