orange business services power of voice webinar

The Power of Voice for Today’s

Customer

• 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

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

ICMI is about Empowerment! Industry Expertise ~ Research & Benchmarking

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

Learn more about optimizing the

voice channel!

Key Research Findings

1. Contact Centers are BUSY

2. Voice Remains Important

3. Customer Experience Reigns

4. We ALL Have a Global Reach

5. Analytics Can Help

6. Select the RIGHT Partner

WHY is this

Important?

WHY is this Important?

Contact Centers are Busy

Intentions for Today

There are a LOT of channels being

supported

If you are supporting at least two channels…you are already multichannel!

The Voice Channel Remains

Necessary; Perhaps MORE Necessary

than Before

Orange holistic approach of Voice for

Contact Centers

vast choice of worldwide

access numbers

routing

advanced routing options

adapted to your business

IP types of connections in more than 100 countries

call collection delivery

Did you know? #1

Single Contract; Billing Flexibility

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

Did you know? #2

Routing Management

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

The Customer Experience

WHY is this Important?

“We are still in the early days of what will clearly

be a years-long revolution in how companies and

customers communicate. But what’s clear is that

agents are still going to be the focal points for the

highest complexity (and highest value)

interactions.”~ Keith Dawson - Ovum

Which Metrics Matter?

Did you know? #3

Investing in Quality of Service

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

According to our research, almost 86% of service centers support at least two channels.

“No matter how sophisticated and prevalent your

channel options, customers will still need to reach

agents at times.”

– Brad Cleveland, ICMI

Emerging Technologies & Countries,

Mean We are ALL Global

Non-English customers are

growing!

Did you know? #4

Global Coverage

Orange worldwide coverage with call collect

services in +120 countries

Toll-free

(0800XXX)call collection in 120 countries

call collection in 70 countries

(+800XXX) universal international free

phone numbers in +50 countries

largest choice of access

numbers

Toll-sharerevenue-share

access numbers in more than 20 countries

more details in appendix

Contact Center Access

Orange worldwide coverage with call collect

services in +120 countries

Saudi Arabia

Toll-free

Azerbaijan

Who else is able to offer numbers in?

Cambodia

Because all businesses already have numbers in

production…

1.we offer number portability in 100+

countriesallow to smoothly keep your numbers when moving to

Orange using established processes with local

authorities

2.we offer contract novationwhen 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

executionsmooth 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

“Our callers trust us more and think we are

providing more accurate information when we

speak to them in their native language.”

~ call center manager for a national non-profit

Analytics Help Tie Everything

Together

Analytics keep you from using the

crystal ball

Anticipatory Data!

Identify + Personalize = Engagement

Did you know? #5

Reporting and Analytics

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

customer case studies

Reach your customers before they

need you

The Right Voice Partner Makes the

Difference

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

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

57575757

Sarah Stealey Reedsreed@icmi.com

@stealeyreed

@callcentericmi

@stealeyreed

@callcentericmi

Thomas FayetThomas.fayet@orange.com

+41 78 621 52 93

Thomas FayetThomas.fayet@orange.com

+41 78 621 52 93

#icmiresearch

#custexp

Duncan Hawkinsduncan.hawkins@orange.com

+44 7714 707151

Duncan Hawkinsduncan.hawkins@orange.com

+44 7714 707151

Contact us:

Thank you!

orange business services power of voice webinar

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