Orange Business Services Takes Next Step in Its International Customer Contact Strategy

  Orange Business Services Takes Next Step in Its International Customer
  Contact Strategy

enhancing portfolio with Flexible Contact Center, a cloud-based, multichannel
                                   solution

  supporting 360Buy’s expansion, the largest online retailer in China, with
                            managedcontactcenter

Business Wire

PARIS -- October 18, 2012

Orange Business Services is accelerating its international customer contact
strategy to help companies deliver an excellent experience at an operationally
efficient cost. Orange Business Services has an ambition to double its
international contact center revenues over the next three years.

“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. Many companies face
increasing cost pressures and need to limit investments while differentiating
through best-in-class services. We believe that cloud-based contact center
solutions provide a powerful business tool to accompany multinationals’ rapid
expansion in new territories.”

With 550 experts supporting 90,000 contact center positions, Orange Business
Services provides global network, infrastructure and services backed by its
dual expertise as a leading network operator and technology integrator.

launch of Flexible Contact Center: a response to new customer expectations and
companies’ challenges

Orange Business Services 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; companies pay as they grow; and there is no technical
maintenance.

"Flexible Contact Centerprovides companieswith all the benefits of a
cloud-basedcontact center solution," said Béatrice Felder, vice president,
Customer Contact Solutions, Orange Business Services. “Our objective is
tosupport companies'expansion,from medium-sized companies to
multinationals,both on domestic and international marketswhile providing a
best-class and personalized customer experience.”

In addition to traditional cloud computing benefits, there are specific
benefits when putting contact centers in the cloud:

  *personalized: Flexible Contact Center includes a unique flexible workspace
    feature, based on drag-and-drop widgets, enabling companies to easily:

       *personalize agent’s desktops to adapt to day-to-day business
         evolution;
       *integrate company resources and especially CRM applications allowing
         agents to provide a personal welcome and support.

  *multichannel: Different customers want to communicate through different
    devices and media, and Flexible Contact Center supports live agent voice,
    Interactive Voice Response, e-mail and chat with other options planned.
  *mobility & homeshoring: Agents and supervisors can have access to their
    business desktop with relevant tools, anytime from anywhere.
  *consistency: All agents and supervisors have access to the same tools so
    that the customer experiences the same level of service anywhere in the
    world.
  *integrated: Flexible Contact Center can be integrated to complement
    traditional contact center solutions from Orange Business Services based
    on the needs of the customer. This allows for quick ramp-up of new agents
    to manage a rapid increase in contact volume.
  *UC-compatible: Since Flexible Contact Center is cloud-based and uses
    drag-and-drop widgets, agents and supervisors can integrate unified
    communications tools into their desktop including a PC-based softphone and
    instant messaging.

Orange Business Services supports 360buy’s business deploying a 5,000 position
managed contact center

Orange Business Services is providing a managed contact center solution to
360buy.com, the leading Chinese online business-to-consumer (B2C) retailer,
also known as Jingdong Mall, with 51 million registered users. The contact
center solution supports 5,000 360buy agent positions located in China, the
country’s largest B2C e-commerce Session Initiation Protocol (SIP) call
center. The goal of this contact center solution is to use multimedia channels
and text-to-speech in addition to traditional voice to sustain the business
expansion and customer service excellence of 360buy.

Orange Business Services created a software-based contact center solution for
360buy that is flexible, scalable, feature rich, and easy and quick to deploy.
As architected, this contact center can support more than 20,000 agents, which
will be the largest SIP or software-based contact center in the world.

Jacky Cheng, senior vice president, Marketing Department, 360buy, said: “A new
agile contact center infrastructure was mandatory not only in order to meet
today’s needs, but also for our future expansion plans. Customers do not only
require the voice channel for customer support; they also want multimedia
channels such as Web chat and e-mail. The reliability of the new system from
Orange Business Services has been proven thanks to the successful processing
of 150,000 calls in one day on 360buy’s anniversary date. In addition, the
solution improved the first call resolution rate by transferring calls to
suppliers’ agents directly, instead of requesting customers to call suppliers’
call centers.”

About Orange Business Services

Orange Business Services, the France Telecom-Orange branch dedicated to B2B
services, is a leading global integrator of communications solutions for
multinational corporations. With the world's largest, seamless network for
voice and data, Orange Business Services reaches 220 countries and territories
with local support in 166. Offering a comprehensive package of communication
services covering cloud computing, enterprise mobility, M2M, security, unified
communications, videoconferencing, and broadband, Orange Business Services
delivers a best-in-class customer experience across a global landscape.
Thousands of enterprise customers and 1.4 million mobile data users rely on an
Orange Business Services international platform for communicating and
conducting business. Orange Business Services is a four-time winner of Best
Global Operator at the World Communication Awards. Learn more at
www.orange-business.com

France Telecom-Orange is one of the world’s leading telecommunications
operators with sales of 45.3 billion euros for 2011 and has 170,000 employees
worldwide at June 30, 2012. Orange is the Group's single brand for Internet,
television and mobile services in the majority of countries where the company
operates. France Telecom (NYSE:FTE) is listed on Euronext Paris (compartment
A) and on the New York Stock Exchange.

Orange and any other Orange product or service names included in this material
are trade marks of Orange Brand Services Limited, Orange France or France
Telecom.

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Contact:

Orange Business Services
Elizabeth Mayeri, +1 212 251 2086
elizabeth.mayeri@orange.com
or
Orange
Héloïse Rothenbühler, +33 1 44 44 93 93
service.presse@orange.com
 
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