Voice continues to be a key channel for customer support, even in a multi-channel world. Have you optimised this premium and effective channel to ensure the best customer experience? Find out how you can by replaying the slides used in our ‘Power of Voice’ webinar held in June.
2. • About ICMI and its latest statistics on the
contact centre space
• Why voice has become more essential to the
customer experience
• How voice has become intelligent, yet
simplified
• How Orange is leading the way with voice
evolution, globally
• Q&A
3. Sarah Stealey ReedSarah Stealey Reed
Content Director & Senior Analyst | ICMI
@stealeyreed
@callcentericmi
#icmiresearch
Content Director & Senior Analyst | ICMI
@stealeyreed
@callcentericmi
#icmiresearch
Thomas FayetThomas Fayet
Product Manager – Contact Center Access
@orangebusiness
#powerofvoice
Product Manager – Contact Center Access
@orangebusiness
#powerofvoice
Duncan HawkinsDuncan Hawkins
Business Development Director
@orangebusiness
#powerofvoice
Business Development Director
@orangebusiness
#powerofvoice
4. ICMI is about Empowerment!
Industry Expertise ~ Research & Benchmarking
5. ICMI Multichannel Research
Within last 12 months, ICMI
surveyed 1286 contact center
leaders about multichannel
– Understand channel
preferences
– Connections to CSAT & FCR
– Customer and agent
engagement links
– Uncover multichannel
realities, challenges and
opportunities
17. 17
Orange holistic approach of Voice for
Contact Centers
vast choice of
worldwide
access
numbers
routing
advanced
routing
options
adapted to
your business
needs
IP types of
connections
in more than
100 countries
call collection delivery
20. 20
Orange offers a flexible contracting
framework
Single point of contact with the
flexibility of local billing options
Facilitated management : save
time and money with less suppliers &
invoices
23. 23
simply and dynamically manage
call routing in real time
Orange Web interface to:
change the call routing settings in
real time
trigger a contingency plan
activate back-up routing in seconds
33. 33
performance commitment by Orange
Business Services
state of the art network design
performance, leveraging Orange
Labs R&D as well as best-in-class
equipment providers
strong SLAs: network uptime,
service availability e.g.
uncompressed voice for optimal
quality, and HD Voice ready
seamless worldwide organization
with local presence in 166 countries
1
2
3
4
43. 43
Orange worldwide coverage with call collect
services in +120 countries
Toll-free
(0800XXX)
call collection in
120 countries
PSTN
call collection in
70 countries
UIFN
(+800XXX) universal
international free
phone numbers in
+50 countries
largest
choice of
access
numbers
Toll-share
revenue-share
access numbers
in more than
20 countries
more details in appendix
Contact Center Access
44. 44
Orange worldwide coverage with call collect
services in +120 countries
Saudi Arabia
Toll-free
Ghana
PSTN
Azerbaijan
PSTN
Who else is
able to offer
numbers in?
Cambodia
PSTN
45. 45
Because all businesses already have numbers in
production…
1.we offer number portability in 100+
countries
allow to smoothly keep your numbers when moving to
Orange using established processes with local
authorities
2.we offer contract novation
when numbers are not portable, we can transfer your
contract to us so that you can keep your numbers
3.we support you in the assessment and
execution
smooth number porting requires to properly follow processes,
provide the right document, on a per country basis and in a
continuously changing environment. Our in country and central
experts are here to support you
53. 53
Reporting & Analytics
What is the value of having access to detailed call statistics?
– Understand call patterns, and optimize sizing
– Understand the revenue associated to a 0800 number
– Identify customer calls that were not answered and call them
back
customer case studies
56. Five good reasons to choose
Orange Contact Center Access
1. Single Contract , flexible Billing
2. On-line Routing Management
3. Quality & Performance
4. Coverage
5. Reporting & Analytics
57. 57
Orange Contact Center experience
with an international presence and local
support in 220 countries and territories, we:
– serve 5,000 customers
– have 500 expert employees on contact center
– carry five billion minutes per year
– manage 60,000 contact center positions
– host 2,000 servers
– manage 120 million payment transactions, 250 million
sms/mms and 16 billion hits per year
– provide multimedia advanced services to lower costs
for customer service
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