Flexible Contact Center

Drive customer engagement with Flexible Contact Center. Our all-in-one contact center service combines voice with digital medias to create seamless and consistent experience.

Flexible Contact Center provides fast resolutions, regardless of location and contact channel, while allowing customers to connect to skilled agents when their queries need urgent or personalized assistance. It never been easier for your customers to reach you and for your representatives to improve resolution rates.

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Choose a solution simple and flexible enough to evolve with your business

Delivered from the cloud, Flexible Contact Center provides greater scalability:

Does your business growth require an increase in capacity? The number of seats can be increased in real-time.
Are your agents geographically dispersed or home based? They access a unique interface and the full customer interaction history directly from the web while being centrally managed.

Adopt new features without disrupting your business, easily and at your own pace.

All-in-one contact center services

Packaged offer with customization capabilities
Powerful and intuitive cockpit for agents and supervisors
Advanced features, including call back, recording and archiving, CRM integration
Real-time statistics and historical reports

Ready-to-use, turnkey contact center

Fast to set up and easy to use
Hosted, secured and managed by Orange
Telephony agnostic with built-in business continuity

Flexibility of the cloud

Upgradable service to fit your needs
No implementation on customer site
Pay-as-you-go pricing model

Advanced capabilities

Experts to assist you, from design to implementation
High service availability (99,9% SLA)
24/7 incident management
International call collect and regional voice routing for better quality

Ensure cost optimization with minimum IT investment

By moving to an OPEX model, you will pay only for what you use and easily manage peak activity and seasonal demand based solely on usage. Also, the single interface for processing contacts with no hardware investment will allow you to use your existing IT resources and control costs.

Deliver the best possible customer experience

Increase your agility and follow market trends using real-time administration tools, reporting and analytics. Considering new user expectations and proactively reaching out to customers will help you deliver consistent end-user experience. You will also improve productivity through better resource allocation and higher numbers of contacts processed, which will satisfy your customers.

Optimize IT resources and avoid heavy infrastructure

By delegating the rollout, hosting, operation and maintenance of your contact center, you can take advantage of the latest technological advances in customer relationship management, without having to invest in heavy infrastructure or IT specialist resources. Moreover, providing the same tool worldwide will help you optimize IT resources.

The power of a telecom operator and digital service provider

Leverage our unique know-how in integration systems backed by our expertise in cloud and contact center deployments. 550+ contact center experts are dedicated to making your business life easier. From design to implementation, a project team is at your service to advise and assist you in tailoring your contact center solution to your requirements. We train your teams (agents, supervisors and administrators) to help make your contact center as successful as possible.

Teleworking enables electronics giant to keep contact centers open during crisis

An electronics giant needed to provide consumers with customer service, despite a global health emergency. It had never had contact center agents working from home, so also had to manage a change in work behaviors. Many companies still use on-premise solutions for their contact centers. This leaves them ill-equipped to manage a crisis such as COVID-19.

Orange was able to provide this customer with a highly-flexible contact center solution to ensure that its loyal consumer base received the quality of service it expected – even during a pandemic.

Read the case study