Orange Romania: Transformation of the Contact Center
Uni Systems completed the implementation of an upgrade program for the contact center of Orange Romania, the national mobile market leader.
Orange is the brand used by France Telecom to provide mobile communication, Internet and television services. Orange is one of the world’s leading telecommunications operators with a total customer base of 266 million customers worldwide, including 207 million mobile customers and 21million fixed broadband customers. The Group is present in 26 countries. Orange is known for creativity, boldness and dynamism in order to offer quality service, innovation and transparency.
Orange requested to offer contact services in a variety of social channels, expand messaging methods and gain reporting indicators. UniSystems was engaged on consulting and implementation of services for asynchronous messaging on mobile chat, implementation of Social Engagement in Genesys Omnichannel platform and deliver customized reporting. Delivery of consistent customer journeys on the popular communication methods in seamless way was the primary objective while aiming to increased customer satisfaction and a personalized experience.
Uni Systems implemented additional components of Genesys PureEngage, developed mechanisms to retain mobile chat history in a continuous conversational flavor and enhanced reports for the newly implemented journeys. Omni-channel customer suite expanded delivering consistent superior experiences, providing real-time contextual journeys, world-class orchestrated routing and digital transformation in similar manner.
Genesys PureEngage
an Omnichannel customer engagement suite for global businesses, to deliver competitively superior experiences and digital transformation at any scale.
The project included the below mentioned activities:
- Expansion of Genesys Suite for Social Engagement.
- Asynchronous Mobile Chat development.
- Social Engagement Reporting customization on Interactive Insights (Data Analytics).
The completion of the project was within the agreed time frame and assistance during commercial launch.
Leveraging existing Genesys PureEngage Customer Experience platform will provide ORO with significant business and technical benefits that are summarized below:
- Consistent experience across different customer journeys.
- 360 contact history view.
- Zero additional admin effort.
- Simplicity and minimal training effort on agent side.
- Operation insights with customized reporting.
“In order to offer unmatched customer experience, we are constantly investing in new technologies that enable simplified interactions. Thus, implementing a new and more flexible IVR helped us to improve the Customer Service processes, contributing to our simplification efforts, through digital transformation. Also, migrating the call center sites to a SIP environment, allows us to adapt faster the call center infrastructure to a challenging business environment and to be closer to our customers’ expectations, offering also new opportunities to develop further innovative services for our customers."