Telecom Lead Asia: Orange Business Services is providing a managed contact center solution to 360buy.com, a Chinese online business-to-consumer (B2C) retailer.
360buy.com is also known as Jingdong Mall and has with 51 million registered users.
Orange Business Services’ contact center solution supports 5,000 360buy agent positions located in China, the country’s largest B2C e-commerce Session Initiation Protocol (SIP) call center. The goal of this contact center solution is to use multimedia channels and text-to-speech in addition to traditional voice to sustain the business expansion and customer service excellence of 360buy.
Orange Business Services created a software-based contact center solution for 360buy that is flexible, scalable, feature rich, and easy and quick to deploy. As architected, this contact center can support more than 20,000 agents, which will be the largest SIP or software-based contact center in the world.
Jacky Cheng, senior vice president, Marketing Department, 360buy, said: “A new agile contact center infrastructure was mandatory not only in order to meet today’s needs, but also for our future expansion plans. Customers do not only require the voice channel for customer support; they also want multimedia channels such as Web chat and e-mail.”
“The reliability of the new system from Orange Business has been proven thanks to the successful processing of 150,000 calls in one day on 360buy’s anniversary date. In addition, the solution improved the first call resolution rate by transferring calls to suppliers’ agents directly, instead of requesting customers to call suppliers’ call centers,” Cheng added.
Meanwhile, Orange Business Services announced new strategies to double its international contact center revenues over the next three years.
The France Telecom-owned company’s strategies are aimed at offering better customer experience at lower cost.
