These slides were presented in October 2012 to accompany the launch of Flexible Contact Center, an international cloud-based and multimedia contact center solution. More at: http://oran.ge/XZwqsr

1. Orange Business Services
helping companies build a new customer care
experience
Flexible Contact Center announcement
Thursday, October 18

2. agenda
1 what is driving customer care today?
Vivek Badrinath, CEO, Orange Business Services
2
a rapidly changing global customer service environment
Keith Dawson, Ovum Principal Analyst, Customer Experience &
Interaction
3 providing the new customer experience globally
Béatrice Felder, Vice President, Customer Contact Solutions,
Orange Business Services
4
introducing Flexible Contact Center
Béatrice Felder, Vice President, Customer Contact Solutions,
Orange Business Services
5 Q&A closing

3. what is driving customer care
today?

4. companies’ reputations and sales depend on
customer satisfaction
92% of consumers form an opinion about a company’s image
through their interaction with the contact center
80% of companies believe they deliver a superior customer
experience; only 8% of their customers agree
73% of millennial (Gen Y) will leave after one bad experience,
and 85% will tell others about their poor experiences
source: Benchmark Research, Convergys, Customer Focus Inc.
4 Flexible Contact Center announcement

5. customer care lies at the heart of Orange
Business Services’ strategy
infrastructure management and control
mobile
workspace communication 360°
enabled customer
seamless applications relationship
collaboration
secured infrastructure
5 Flexible Contact Center announcement

6. customer care lies at the heart of Orange
Business Services’ strategy
infrastructure management and control
mobile
workspace communication 360°
enabled customer
seamless applications relationship
collaboration
more than double
international
revenues 2012-
secured infrastructure 2015 on contact
center business
6 Flexible Contact Center announcement

7. consumers trends are changing: consumers are
still using voice but new media are rising
new Europe
smartphone penetration: 36 % in the
waves UK (22 M)
North America
smartphone penetration: 37% in the
US (110 million)
on the connected Asia-Pacific
devices market smartphone penetration: 5% in China
(70 M), 3 % in India (28 M)
South America
smartphone penetration: 13% in Brazil (25 M)
global mobile data trafic: +78 % CAGR 2011-2016
new users - social networking and viral information
expectations - proactive and non-intrusive care, instant gratification
- personalized and multi-channel experience through new
including medias and devices
Gen Y, Gen X, older
- empowerment (self-service)
Sources: Informa Telecoms and Media
2011, Cisco VNI Mobile2012
7 Flexible Contact Center announcement

8. consumers habits vary depending on regional
specifics
Half of Germans still consider a
visit to a physical location a viable
option for customer service.
Americans and Germans use
home phone lines primarily when
Chinese and Brazilians are far
calling customer service, in China,
more likely to use social media
mobile phones have already
for customer support than
overtaken home lines.
Americans or Germans.
Brazilians prefer DTMF for
automated self-service than
speech recognition.
8 Flexible Contact Center announcement

9. companies are facing a difficult economic and
political environment
they need to adapt by:
 limiting investments: looking for Opex
solution
between 2011
 gaining agility to expand fast with and 2016, cloud-
limited risk based contact
centers will drive
 differentiating through service growth by 15%
 empowering customer care agents
 “internationalizing” their business and
getting new opportunities Source: OVUM 2011
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10. at the crossroads of customers’ and companies’
requirements, Orange Business Services launches
Flexible Contact Center
 take advantage of new
customer trends, offering the
right channel at the right time
 set up international customer
care strategy adapting to
regional/local differences
 expand globally without
investments – cloud-based
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11. a rapidly changing global customer
service environment – by ovum
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12. The majority of consumers use at least 3 channels to
engage with customer service
52% of consumers use
3 or 4 channels
74% use at least 3 channels
25% of consumers use 22% of consumers use
1 or 2 channels 5 or more channels
1 channel 2 channels 3 channels 4 channels 5 or more channels
N=8,000
12 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

13. The majority of customer service calls will be made
from a mobile device, PC or tablet by 2016
INBOUND customer service & tech support calls per year in UK, France, Germany
 3 out of every 5 calls
will be made from a
mobile device, PC or
tablet by 2016
 2 out of every 5 calls
will be made from a
smartphone, PC or
tablet by 2016
13 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

14. Advent of social media as a viable customer service
channel
14 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

15. High-value apps move to the cloud
Early
Cloud
Adoption
1990s-
2000s
Recent
Cloud
Adoption
2010s-
2020s
15 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

16. Trends and implications
 Increasing use of new and more  The overall volume of transactions
channels creates greater complexity… across channels will increase
 The use of social media is on the rise  Social media introduces a slew of new
across marketing, sales and customer customer data (relationships, networks,
service… interactions, “likes”, recommends)
 Smart device is quickly becoming the  Smart device capabilities are under-
critical chokepoint for communication utilized. Smart, connected interactions
between the customer and the will become a hot area for activity
enterprise… moving forward
 Call volumes are expected to slow  Call length and call complexity will
beginning in 2016… increase as CSR becomes last resort
 Cloud is rising as a deployment mode  Service organizations will look for
in the face of uncertain technology solutions that are easy, scalable and
options… technologically flexible
16 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

17. Orange Business Services:
providing the new customer experience globally
17 Flexible Contact Center announcement

18. interactions are changing: multichannel is a reality,
voice is still highly critical
trends and figures new challenge for companies
to offer the right contact to the
right customer at the right time
at the best cost by:
 staffing and managing new
channels appropriately
 increasing customer satisfaction
of lower cost channels
source: Yankee Group, 2011, McKinsey  taking into account the rise of
social media
expectations of end users
 creating human relationship
 contact how and when they want to
with new solution
 consistent experience across channels
18 Flexible Contact Center announcement

19. as an integrator and operator, we support companies to
provide the best experience to their customers
internationally
1 Network
+ Consulting Services
call collection in 220 countries,
routing and delivery
2 Tailor made Contact Center
Managed Contact Center Premium - MCCP
design, build & run
more than 90,000 positions, on-premises or hosted
3 Cloud Contact Solutions
Network Interactive Voice Response
Flexible Contact
Center: our new
(Self service)
solution
19 Flexible Contact Center announcement

20. as an integrator and operator, we support companies to
provide the best experience to their customers
internationally
1 Network
+ Consulting Services
2 Tailor made Contact Center
3 Cloud Contact Solutions Flexible Contact
Center: our new
solution
20 Flexible Contact Center announcement

21. our global network and services are recognized as
market-leading
recent industry recognition
China Enterprise Networking & Communications Award (CENA) - 2012
China Cloud Computing Award (CCCA) - 2012
Cisco Award for the Best European Partner for Contact Centers 2011
Genesys awards for the Best Partner France – 2010 and 2011
Communications Outsourcing
Global Network Service Providers
and Professional Services
presentation title
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22. customer win story: 360Buy
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23. 360Buy: supporting the expansion of the largest online
retailer in China, with managed contact center
- manage the bottleneck caused by
challenges
51 million registered users and 8,000 increasing volume of calls
360Buy
suppliers in China - customer’s requirement for
multimedia channels
more than 400,000 orders per day - reduce wait time and increase the
first call resolution rate
the country’s largest B2C software- quick results and long-term benefits
based e-commerce call center - 1,000 agents put into the
- 5,000 position multimedia contact production system in just one
our answer
center solution (voice, multimedia month
results
channel and text-to-speech ) - successful processing of
- potentially the largest software-based 150,000 calls in one day on
contact center in the world: designed 360buy’s anniversary date
to support more than 20,000 agents - improved call waiting time,
reduced abandon rate
improved first call resolution rate
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24. introducing Flexible Contact Center
the cloud-based experience for customer contact
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25. a few words about Flexible Contact Center
1 overview
 cloud-based multichannel contact center solution
 hosted and operated by Orange Business Services
 provides agents’ tools in a flexible workspace
2 benefits
 quick rollout, new positions easily deployed
 pay as you grow
 no hardware on site
 easy-to-deploy new capabilities
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26. key differentiators: a flexible workspace designed
by Orange and an easy CRM integration
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27. key differentiators: a flexible workspace designed
by Orange and an easy CRM integration
1. drag and drop My CRM widget 2. enter the url and parameters
3. click on OK and it’s done! easy CRM application
only 3 clicks and the CRM
application is integrated!
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28. Flexible Contact Center demo
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29. take away messages Fl ex ib le Co nt ac t Ce nt er
with this solution
companies take
advantage of both cloud
computing and rising
customer trends
co m pr eh en si ve
po rt fo lio an d
in te rn at io na l fo ot pr in t
Orange is well positioned
to help companies
implement successful
contact center strategy
cu st om er
ca re
it is critical, and
29
dynamic Center announcement
Flexible Contact

30. thank you
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