Managed Contact Center with Genesys

Customer experience has become one of the most vital business issues of our times. Digital has empowered a new generation of smart consumers with very high expectations, perfectly prepared to take their business elsewhere if they do not get the engagement they want. Orange helps you stand out from the competition, delivering seamless and effortless experience from the time customers initiate contact to issue resolution.

Choose a solution customizable enough to meet your needs

Benefit from an omnichannel contact center secured in the Orange cloud and powered by world-leading Genesys technology. From standard customer service to very specific requirements, we build a service that fully aligns with your business objectives and develop unique applications to simplify your day-to-day activities.

Omnichannel experience

Connect the dots across the customer journey

Seamless connected journey blending voice with digital
Personalized and proactive assistance on customers’ own terms
Quick answers to complex issues, with no escalation and repeat contact

Consistent assistance

Empower your agents to perform their best

Single view of all channels through a unified agent desktop
Efficient management of the universal queue
Superior customer insight thanks to CRM integration
Smarter agent engagement with workforce optimization tools

Performance and profitability

Align with your business objectives

Manage your service and staff on your own in real-time directly from our administration portal
Scale your resources for perpetual alignment with demand, while paying only for what you use
Profit from historical statistics and advanced reporting

Turn your challenges into business opportunities

Worldwide availability and high service level

At Orange, we design and operate highly competitive systems in terms of service delivered. We commit to providing MNCs with worldwide availability and reliability through our 24/7 global support, a solution backed by a 99.95% uptime service level agreement, a disaster recovery system up and running immediately and a four-hour Guaranteed Time to Repair.

Easy monitoring without technical complexity

Real-time updates with full autonomy let you adapt your customer service organization to any situation. Empower decision makers to efficiently manage agents and intelligently route contacts through all of your contact channels. And do it with the convenience of a single, intuitive self-administration interface and the support of a dedicated Orange Customer Service Manager.

All-in-one customer experience

All-in-one customer experience service

Internet-of-Things and Data Analytics to turn customer data into actionable insights and enrich interactions
Bots to automate interactions and processes
Contact Center – as a service, hybrid or on-premises – to deliver prompt response and issue resolution
Workforce Engagement to boost agent satisfaction and performance
CRM integration to create truly personal engagement
Collaborative tool integration to ensure continuity between front-office agents and back-office experts
Interactive Voice Response to provide intuitive self-services

Orange helps you stand out

We bring together the power of a global telecom operator and a digital service provider, leveraging our unique know-how in software development and system integration.

International footprint

To better support your expansion and guarantee worldwide availability, we rely on the world’s largest seamless voice and data network, a distributed architecture with geographically redundant data centers and call collection capabilities in 110+ countries.

Unmatched expertise, extensive experience

Our experts are committed to understanding what matters to your business and designing the service that meets your needs. They accompany you from the initial configuration to tailored support and service.

24/7 customer care and incident management

Leveraging five Major Service Centers* and 24 Local Service Centers, we provide follow-the-sun support in more than 30 languages.
*Brazil, France, Mauritius, India, Singapore

Strong vendor management capabilities

We partner with the industry’s leaders from which we have secured the highest level of certification to ensure that your solution is built with the very best technology available. That’s why over 100 of our sales and engineers are Genesys certified.

Tricolor speeds up call processing

Tricolor cares about its customers, so it sought to optimize and improve customer support. Thanks to this innovative solution, we can significantly speed up the processing of calls and provide an omnichannel service. The Genesys Engage platform allows a contact center employee to see complete information on all customer requests in real time. They can then provide the necessary operational support regardless of the communication channel. In our database, there are already more than a million user requests. Further data collection will make the work of the contact center even more effective. Introducing speech analytics allows enterprises to automate the assessment of service quality and improve interaction with customers.

Ekaterina Pavlova, Director of the Service Department, Tricolor

Our technology partners

Genesys, the world’s number one customer experience platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, Genesys has put the customer at the center of its strategy, believing that great customer engagement drives great business outcomes. Download our guide to read more about our strategic alliance partnership enabling omnichannel customer experiences in the digital age.