Orange Business Services Leads Cloud-Based Contact Center Providers in Asia
PARIS & SINGAPORE -- April 04, 2013
Orange Business Services has been named the leader among cloud contact center
providers in Asia Pacific in a report published by research firm Current
Analysis.^(1) Orange was ranked the leader for its overall cloud contact
center strategy, portfolio of core and value-added services, global service
availability, and strong customer references. ^ This ranking also acknowledges
the performance of Flexible Contact Center, Orange Business Services’
multimedia cloud-based solution launched in October 2012.
Current Analysis examined the leading virtual contact center providers and
their ability to deliver solutions to large enterprises and MNCs (including
business process outsourcing organizations) in the Asia Pacific market.
Specifically, the research focused on the providers’ multichannel call
collection, agent management and cloud capabilities.
According to Current Analysis, Orange Business Services is a leader as “it
offers the most comprehensive portfolio, has maintained momentum by adding new
features and leads the market with its vision.” It noted that Orange Business
Services’ Flexible Contact Center is a “complete hosted contact center
solution based on Orange Business Services IP platform for unified collection,
qualification and distribution of all enterprise contact modes including
phone, e-mail and Internet. It provides extensive real-time and historical
reporting solutions and quality monitoring along with multi-channel call
Beyond its extensive cloud infrastructure and voice/data network to support
high-throughput and high availability hosted applications, Current Analysis
identified the key strengths of Orange Business Services as:
*leader in core services: Orange Business Services provides a
comprehensive portfolio with in-cloud voice, interactive voice response,
and automatic call distribution capabilities; agent support software that
includes native workforce management; global SIP (Session Initiation
Protocol) network and access points supporting customers in many
countries; mobile agent and supervisor capabilities.
*leader in value-add services: In addition to core services, Orange
Business Services offers customized reporting and personal utilization
analyzer; training and professional services to assist migration of voice
to IP and contact center implementation; CRM/ERP integration through
integration toolkit and services.
*global service availability: The cloud contact center portfolio from
Orange Business Services is available in 110 countries and territories.
*significant customer references: In managed solutions, Orange Business
Services developed a contact center to support 5,000 agent positions for
360buy.com, the largest online marketplace in China. This is the largest
B2C e-commerce call center, based on SIP, in the country.
Haytham Sawalhy, head of Customer Contact Solutions, Orange Business Services,
Asia Pacific, said: “Contact center customers are demanding increased
flexibility and agility while reducing operating costs and greater visibility
into the customer experience integrating multi-channel conversations and
social media integration. They also ask for easy integration with existing
Customer Relationship Management systems. We understand these customer
challenges. Orange Business Services has responded with Flexible Contact
Center, a cloud-based packaged contact center solution supporting natively
voice, e-mail, chat and call-back with pay-per-use pricing for companies of
all sizes. Key features include an innovative user portal powered by Web 2.0
technology that allows the contact center agent to easily personalize the
interface. The agents can connect to the Orange cloud solution from outside
the contact center and it enables remote agents for business continuity
With 600 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.
A video featuring Sawalhy and Eric Stioui, former head of International
Presales, Customer Contact Solutions, explains the key benefits of Flexible
A complimentary copy of the report is available here: Asian Contact Center
Solutions Go to the Cloud
^(1) Current Analysis, Asian Contact Center Solutions Go to the Cloud, Ujhazy,
Hugh, Feb. 7, 2013
About Orange Business Services in Asia Pacific
Orange Business Services has the largest in-country capillarity comprising 157
PoPs in 101 cities in 40 countries and territories with dual backbone centers
in key cities. The company’s international IP VPN reaches 24 countries in Asia
Pacific with 133 PoPs in 53 cities. Orange customers benefit from the
company’s fully resilient network infrastructure within Asia and to/from
Europe, Russia, the U.S. and Latin America, Middle East and Africa. Orange
operates 16 sales offices in Asia Pacific and has its headquarters in
Singapore. It employs close to 3,000 business and technology professionals.
Orange has three of its 15 global R&D Labs located in Beijing, Seoul and
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 was awarded three of the telecom
industry’s highest accolades at the annual World Communication Awards 2012 –
Best Global Operator, Best Cloud Service and the User’s Choice Award. Orange
Business Services is a five-time winner of Best Global Operator. Learn more at
France Telecom-Orange is one of the world’s leading telecommunications
operators with annual sales of 43.5 billion euros and has 170,000 employees
worldwide at Dec. 31, 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 trademarks of Orange Brand Services Limited, Orange France or France
About Current Analysis
Current Analysis (http://www.currentanalysis.com) is the only provider of
continuous, in-depth tactical competitive intelligence, analysis, and advice.
The company has been helping leading telecommunications, information
technology and business software companies improve their competitive
intelligence, differentiate themselves in the market, and win more business.
For more than 15 years, sales teams, product managers, marketing
professionals, and executives have relied on Current Analysis as a trusted
partner to improve their ability to anticipate and quickly take action on
market opportunities and competitive threats. The company serves more than
35,000 professionals at over 1,600 global enterprises.
Orange Business Services
Elizabeth Mayeri, +1 212 251 2086
Sylvie Duho, +33 1 44 44 93 93
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