1

When the cloud delivers the promised agility

Sandra COLLOMB

Head of CRM marketing department

Zouhair CHAOUCH

Chief Project Manager

2

CX is directly affected by digitalization

Mobile & Web First

« Hyper connectivity »

Preemptive Contact Center

The Digital backstop

Disruptive Innovation

and business models

3

What the market says

Self-service & digital interactions

Automated conversations

Robotic Process Automation

Journey Analytics

Predictive analysis

Customer services

IoT insights

Agent empowerment

Smaller

Strategic

Smarter

Traditional contact

centers become

4

Success story of digital business transformation

U.S information technology multinational company

5

An MNC with ambitious objectives

Increase performance and stock

market prices

Gain market shares from its

Chinese competitor to be leader of

the computing market

Digitalize its customer experience

to offer outstanding services

6

This $80million-project at a glance

Call collect in 120 countries

Currently spread over 100 operators

50M+ minutes per month

Managed Contact Center with Genesys

12,500 agents spread over 36 countries

Network services

Customer gateway locations x3

Datacenter locations: Austin, Singapore, Japan, UK,

Netherlands

3 hubs, 6 data centers

EMEA: Paris and Lyon, France

APJ: Singapore and Mumbai, India

AMS: Atlanta and Oak Hill, USA

High availability with a full capacity failover

7

Voice - Call collection Network - Call distribution to

customer / BPO

Contact Centre Solution

Agents & supervisors

Toll-free, geographical number of local country

Local PSTN

IP distribution

International inbound

International outbound

Data

Voice inbound

Voice outbound

Qualification Customer Database

CRM connector

Contact reception

via a softphone

Contact interactive

phase

Transfer

Real time monitoring

Historical statistics

Administration

interface

Administrators

Centralized interaction

management

Qualification

Distribution

Call recording

Reporting

Solution overviewCall collection, processing and delivery

Local PSTN

Orange network

8

Seamless migration with no business disruption

Port

The CC # To

Orange Wan provider

SIP

PSTN

Legacy CC Hub

Business Partner

Site

Customer site

Orange Voice NetworkSIP

9

2016

2017

Q3 Q4 Q1 Q2 Q3 Q4

EMEA Kickoff11/14/2016

EMEA MCC DC3/30/2017

EMEA WAN pilot3/28/2017

EMEA Pilot4/28/2017

EMEA Wave 16/16/2017

EMEA Wave 28/4/2017

EMEA Wave 39/22/2017

EMEA

AMS

AMS DC4/28/2017

AMS WAN pilot5/2/2017

AMS Pilot6/2/2017

AMS Wave 1

7/21/2017AMS Wave 28/21/2017

AMS Wave 310/27/2017

AMS Inventory12/19/2016

EMEA Inventory9/2/2017

Q1

Program completion

EMEA Completion

End of Nov – end of July EMEA/AMS overlap (7 months)

AMS Kickoff02/13/2017

APJ Completion01/31/2017

APJ MUM DC11/1/2016

APJ

Program Critical path

10

#1 deployment

#2 deployment

#3 deployment

Pilot sites deployment

2017

Today

Dec 2017 Feb Mar Apr May Jun Jul Aug Sep Oct

Inventory lock12/19/2016

F2F Kick off - Fort Collins2/17/2017

MCC platform readiness4/28/2017

Pilot sites deployment6/2/2017

2/27/2017 - 5/31/2017WAN delivery

2/27/2017 - 5/31/2017Customer DC readiness

1/13/2017 - 5/31/2017Porting

3/20/2017 - 9/29/2017Data Gathering

4/3/2017 - 6/2/2017

5/22/2017 - 7/21/2017

7/10/2017 - 9/8/2017

8/28/2017 -

10/27/2017

Zoom on a regional delivery planning

11

Joint Governance & Management

12

Benefits

Boost competitiveness

Optimize resource

Move from voice to omnichannel

worldwide

Deliver best-in-class post sales CX

while generating upsells at point

of support

13

The power of a global operator and large scale

services provider and of world’s #1 CX platform

14 Orange Restricted

Empower

your teams

Engage your

customer

Enrich

your

services

Orange & Genesys The right partnership to address your digital transformation journey

15

We design, build and manage the service that fits your specific needs

Security

Flexibility

Scalability

Competitiveness

Customization

Cost-efficiency

Disaster recovery

Update / upgrade

Availability

Integrated

Managed

Hybrid

Cloud

All service delivery models are available

16

Our experts guide you step by step from initial configuration to personalized services

200 consultants to help you define

your strategy

550+Contact Center experts to

design your service

90+Genesys certified experts all

over the world

17

24/7 support. Global infrastructure

Beijing, China

Singapore

UK

Atlanta, USA

RET India

RET

France

Customer Service & RET

Brazil Customer Service

Mauritius

Benelux

DubaiEgypt

Oak Hill, USA

India

7 Data Centersin USA, Europe & APAC

5 Major Service CentersBrazil – Egypt – France –India – Mauritius

24 Regional Service Centersto ensure your business continuity

18

Unique know-how in integration system

Multiple vendors skillsfor smooth transition to digital

High customization capabilitiesto meets your specific requirements

Unique tools designed by Orangeon top of Genesys technology

19

Managed

Voice Portal

Smart

Contact

Managed Contact Center

Contact Center

agentsRemote

agents

Back Office

experts

Easy and seamless

integration

Flexible and smooth

working environment

Cost optimization

Administrator interface

designed by Orange for

maximal simplicity

Business model: licenses

or PPU

Why Orange?

In-store staff

Cloud services: your transition to agility

20

Benefit from a powerful self-administration interface

Manage

Management of agent profiles -

location, access, skills

Assignment of priority channel(s)

DistributeSupervise

Configuration of interactions

distribution and timezone

management

Administration of response time

and interactions overflow

Definition of keywords search for

emails

Routing toward third party

Calendar management

Call / screen recording

Template emails and chats

Quality control before sending emails

21

Customer Experience

Build reliable, agile,

adaptive software

Bring together the best

market solutions

Orange Applications for BusinessThe specialized system integrator at the service of your business performance

Data

& Analytics

Internet-

of-Things

System Integration

Our commitment

Deliver on-premise, hybrid or

cloud solutions

22

From inspiration to transformation. Together.

Customer Experience Internet-of-Things

and Analytics

Workforce Engagement

Collaborative workspace Enriched Connectivity Flexible ITUnified Communications

Let’s talk about it, meet us at G4 booth

23

Thank you

Sandra COLLOMB

Head of CRM marketing department

Zouhair CHAOUCH

Chief Project Manager

24

Operational performance

whatever the channel

Silos reduction

Key challenges

for your

customer

relation centers

Create value Optimize resources

Know your customersDrive performance

Increase in margins and sales

Differentiation

Improvement of CX

Personalized training

Agents motivation

Decrease of staff turnover

Detailed customer analysis

Tailor-made interactions

Anticipation of needs

25

Host, develop

and manage or

delegate to our

experts

Managed Voice PortalSuccessfully handle customer first interaction

99,95%Service Level Agreement

Automate low-value added calls

Handle all requests in case of activity

peaks or overflow

Create engaging brand experience from

the first seconds

Providing intuitive and

consistent self-services

Managing voice menus by your own in

real-time

Intelligently routing callers to the best

qualified available

POWERED BY THE

26

Create greater digital customer

engagement

Improve contact qualification and better

handle virtual queuing

Reduce customer’s effort and frustration for

maximal satisfaction

Easily connecting to a live agent from an

intuitive mobile app

Submitting context data for smooth

transition to the agent, with no repeating

explanations

Requesting a call-back and so avoiding

hold time

Quick and easy

integration

Smart ContactEmbrace a mobile engagement strategy

Compatible with

all operating

systems

POWERED BY THE

27

Successfully engage customers through

effortless journey

Empower both agents and administrators

Ensure quick answer, expert support and first

contact resolution

Combining digital interactive rich

media with voice

Leveraging on intuitive tools and real-

time analytics

Gaining customer insights and breaking

silos with back-office

Universal

routing queue

Pay-Per-Use

model

Managed Contact CenterTurn customers into brand ambassadors

POWERED BY THE

28

Empower agents to perform their

best

Increase business results and build strong

competitive advantage

Improve customer services efficiency and

effectiveness

Offering targeted coaching and adapting

workflow processes

Lowering cost, boosting productivity,

driving revenue

Gaining insight on customer

expectations and people & processes

performance

Native

integration with

our cloud contact

center

High

customization

capabilities

Workforce EngagementSignificantly boost your performance

POWERED BY THE

29

High Level Design

Internet

50M

bps

320 Mbps dual

Orange Voice Network

Customer WAN

38M

bps

Orange DC

Genesys

DC2 AMS

140M

bps

410Mbps

BPO 1 HubRichardson_TX_P

OP

Aurora_CO_POP

PSTNOFFNET

2Mbp

s 2Mbps

2Mbps

DC 1 AMS

410Mbps

1Gbps

1Gbps

1Gbps

1Gbps

Number of Agents + Suprvisors

320 Mbps dual

Rio RanchoUS

733 112+140

BoiseUS

CorvallisUS10

AtlantaUS6

Remote agentsOne X10

Mexico City (SF)Mexico70+4

2

18Mbps

GuadelajaraMexico38+17+

9

9Mbps

TlaquepaqueMexico119

26Mbps

385+12+49

HerediaCosta Rica

73Mbps15+1

2

BogotaColombia

6Mbps 39

OttawaCanada

MissasaugaCanada

3

5Mbps

1Mbps

TunisTunisia

12

2Mbps

Orange DC

Genesys

BellevilleCanada

257

Cape BretonCanada 86

18M

bps

LondonCanada 19

3Mbps

San SalvadorEl Salvador

183

37MbpsTunisTunisia

44

27 Mbps (20EMEA +

7AMS)Mall of AsiaPhilippines

243

64Mbps

Mumbai India 327

62M

bps

QuezonPhilippines

43988Mbps

14St. CatharinesCanada

ManilaPhilippines

408

140 Mbps dual

Sao PauloBrazil

209

Sao PauloBrazil 7

LeonMexico

392

120 Mbps dual

CebuPhilippines

457

120 Mbps dual

New DelhiIndia

185Kolkata

India 268

90 M

bps

dual

90 M

bps

dual

BPO2 Hub

36M

bps

56Mbps

Secaucus

Los Angeles

BPO3 HubPhoenixEnglewoo

d

42Mbps

66Mbps

BP

O4

Hub Omaha

Dallas

140 Mbps dual

79Mbps

53Mbps

2Mbps

100

MB

ps

du

al

Already covered in the APJ region

1Mbps