Orange Business Services Contact center

2017: Orange replaced the platform for contact centers

On July 11, 2017 Orange Business Services announced cooperation with Genesys company, in the territory of the Russian Federation.

According to the statement of the company, since 2017 Genesys technologies are going to be used at the organization of service of virtual contact center for all customers of Orange in Russia and the CIS countries.

All functions of completely virtual solution Genesys are available to the Russian companies in the form of managed services from the Moscow DPC with reservation of an equipment room and network infrastructure and full compliance with requirements of the Russian laws.

The virtual contact center of Orange on the basis of Genesys technologies will help customers to optimize costs by means of a modular solution architecture and to flexible opportunities of providing services. The platform supports multichannel communications, including work with telephony, web chats, e-mail, the SMS, social networks and other communication channels. Within service integration with CRM of the customer, with systems identification of the client on a voice mold, means of WFM can be carried out.

The modular Genesys platform allows to refuse completely hardware solutions and to receive that level of flexibility which is necessary for our customers today. In Russia we see active demand for services of the organization of contact centers based on the most modern technologies and we already work with a number of credit institutions which want to receive completely integrated service supporting speech recognition, multichannel communications and a broad spectrum of additional opportunities for business. David Halden, the commercial director, Orange Business Services in Russia and the CIS

We are glad to start of deeper cooperation in Russia with Orange company, our global partner, and we set the purpose to occupy a significant share of the market with the cloud version of the omnichannel Genesys platform for contact centers and customer service. Vyacheslav Morozov, the director of business development of Genesys in Russia and the CIS

2015: Orange Business Services Contact center

For September, 2015 Orange Business Services the Contact center is multifunction contact center of Orange in Nizhny Novgorod.

Within long-term strategy for development of infrastructure and transition from provision of services on the organization of networks to providing services on a joint of IT and telecommunications, Orange Business Services expands own contact center. The new modern multifunction contact center of Orange in Nizhny Novgorod which official discovery took place on December 1, 2010 became already the third in Russia (earlier contact centers were open in Moscow and Novosibirsk). The new premises are expected 178 jobs, and now the total quantity of jobs in three contact centers of Orange reaches 290.

The contact center works in mode 24х7 and has all necessary functionality for the organization of "hot lines", autoinforming, and primary support service and also holding marketing actions that is especially relevant for the companies working in the field of services and requiring support of a large number of clients. For the organization of work of contact center Orange traditionally uses the equipment, best in the class.

Within complex outsourcing of services of contact center customers of Orange receive completely managed solution for effective interaction with consumers and can take all advantage from the international telecom operator, including experience of highly qualified specialists and the last innovative technologies – from intellectual interactive services of speech interaction (IVR) before call processing according to individual scenarios of any complexity. Depending on the purposes and tasks of the specific customer, in addition to complex outsourcing of Orange offers also partial outsourcing of contact center, with location of operators of the customer in one of the Orange centers or with the organization of remote jobs at office of the customer.

Outsourcing models at the organization of contact center allow more precisely and is transparent to control all expenses connected with call service (payment is performed only for the traffic which is really processed by operators and for operating time of operators), to exclude capital costs of maintenance and service of own center, to considerably reduce answer time due to intellectual distribution of calls depending on an access time. Integration with CRM and other corporate systems allows to service the customer base even more effectively. As a result performance and quality of service grows, the loyalty of final customers increases and the general company competitiveness increases.

Professional examination of Orange in the world includes the organization of contact centers for more than 230 international corporations. About 60,000 agents process more than 5 billion minutes of traffic a year. Among the last global projects – the 3-year contract with Canon for processing of incoming calls from subscribers from 19 European countries in three contact centers and the 5-year contract with one of the leading travel agencies Kuoni Group for the organization of the corporate managed IP telephony and provision of services of contact center.

• own regional distributed contact centers in Moscow, Nizhny Novgorod and Novosibirsk;
• 290 operator jobs, possibility of operational expansion to 400 jobs;
• work in the mode 24 hours a day, 7 days a week;
• automatic system of processing of the entering and outgoing calls of Smart IVR with the system of recognition and speech generation;
• full range of telecommunication services, including numbers of format 8-800;
• possibility of automatic readdressing of calls from local regional numbers to uniform call center;
• services of contact center of Orange are available in any region of the Russian Federation and also abroad;
• the hardware and software system Avaya of the last generation allows to process calls according to individual scenarios of any complexity and also to accept messages using faxes, e-mail, the web interface;
• professional examination of Orange in the world includes the organization of contact centers for more than 230 international corporations. About 60 thousand Orange operators process more than 5 billion minutes of traffic a year;
• depending on the purposes and the customer's tasks, except complex outsourcing of Orange offers also partial outsourcing of contact center with location of operators of the customer in one of the Orange centers or with the organization of remote jobs at office of the customer.