Telecom Lead Europe: 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.
“Profitable customer relationships are business critical,” said Vivek Badrinath, CEO, Orange Business Services. “New communications channels are emerging as a complement to voice. These new channels are expected by Generation Y, and companies have to reinvent the way they communicate with their customers in order to meet this expectation.
Orange Business Services has 550 experts supporting 90,000 contact center positions. Orange will target companies which are face increasing cost pressures. The company said that cloud-based contact center solutions provide a powerful business tool to accompany multinationals’ expansion in new territories.
As part of the strategy, Orange Business is enhancing its contact center portfolio with a cloud-based solution called Flexible Contact Center. Available in 110 countries and territories, Flexible Contact Center is a scalable and secure multichannel contact center solution. Since this solution is cloud-based, CAPEX is minimal.
“Flexible Contact Center provides companies with all the benefits of a cloud-based contact center solution,” said Béatrice Felder, vice president, Customer Contact Solutions, Orange Business Services. “Our objective is to support companies’ expansion, from medium-sized companies to multinationals, both on domestic and international markets while providing a best-class and personalized customer experience.”
Recently, TelecomLead.com India reported that Orange Business Services has commissioned a data center for Himachal Pradesh Power Corporation (HPPCL), the state-owned power generating utility in Himachal Pradesh. The data center, managed by Orange for five years, will facilitate the rollout of SAP applications and services at HPPCL. The infrastructure includes fully equipped high-end computing, network and security solutions.
