The document discusses 360 degree customer contact management solutions provided by Orange. It covers new market trends of cloud, mobility and multi-channel experiences. Orange provides end-to-end customer contact solutions including consulting, infrastructure, call centers and integration capabilities. HP provides a customer testimonial about using Orange's solutions for their call centers across Europe. Orange is seen as a trusted partner due to their extensive portfolio, reliability, professional services and competitive pricing.

1. Orange Business Live 2013
360°customer contact management
Laurissa Gillespie - HP
Giancarlo Duella - Orange
Christophe Quintard - Orange

2. 360° customer contact management
innovative ways to engage with your customers

3. 3
agenda
section 1 new market trends and expectations
section 2 customer contact solutions by Orange
section 3 customer testimonial: HP
section 4 why Orange?
section 5 Q&A
Orange Business Live 2013: solutions breakout

4. 4
evolving market trends
and expectations

5. 3 main trends
cloudcloudcloudcloud
mobilitymobilitymobilitymobility
multimultimultimulti----channelchannelchannelchannel

6. 6
end users are
mobile and
hyper-connected
evolving behavior in an evolving market
… your customers have (even more) power
Orange Business Live 2013: solutions breakout
smartphones digital tabletsInternet social media
* source: Markets & Moves 2012-2016
CAGR 2012-17
France: 49%
Africa: tablets will
represent up to 40% of
the PC shipments by
2016
Europe: smartphones
penetration will pass
80% by 2017
North Africa: 20% in
2013; 44% in 2016 *

7. 7
10%
8%
12%
23%
17%
50%
37%
73%
19%
20%
32%
42%
43%
56%
71%
76%
SMS
social media
Web chat
automated speech recognition
Web self-service
automated touchtone system
email
phone live agent
2012 2010
source: Ovum, choosing the right contact center, 2012
channel preferences of customers for customer service
digital channels’ usage is increasing dramatically
…but traditional voice contacts remain key
Orange Business Live 2013: solutions breakout

8. 8
these new expectationsnew expectationsnew expectationsnew expectations create new businessnew businessnew businessnew business
imperativesimperativesimperativesimperatives that can be served by the cloudcloudcloudcloud
Orange Business Live 2013: solutions breakout
agility & flexibility
new business imperatives
simplicity
cost effectiveness
new expectations
from end-users
empowerment (self-service)
personalized immediate &
multi-channel experience
social networking and
viral information
cloud solutions

9. 9
challenge #1: provide the right channel, at the right
moment, for the right consumer, for the right service
Orange Business Live 2013: solutions breakout
source: OVUM/study based on 8,000 consumers across the globe (2012)
74% of consumers use at least three channels
to engage with customer service
25% of consumers use
one or two channels
52% of consumers use
three or four channels
22% of consumers use
five or more channels
three
channels
four
channels
five or more
channels
one
channel
two
channels

10. 10
challenge #2: manage efficiently multi-channel
interactions within your CRM ecosystem, while
creating value
Orange Business Live 2013: solutions breakout
all medias and contact interactions don’t have the same cost
* needs strong expertise to be relevant
** depends on complexity
considering segmentation as a critical success factor
choosing the right business model
creating a seamless customer journey
giving value to the human contact
channel integration is key
offer the right contact to the right customer at the right time at the best cost by:
chat session
2€
email
50 cts to 10€ **
face-to-face contact
15€ to 45€
social CRM
few cts*
video call
15€
voice contact
3€

11. 11
we can help you meet your customers’ needs while
achieving your business imperatives
Orange Business Live 2013: solutions breakout
to view the video go to: http://bit.ly/14mUFU8

12. 12
customer contact solutions
by Orange

13. 13
end-to-end management:
assess, design, build & run
a globally available portfolio leveraging the power of
the cloud, ensuring a 360° customer relationship
Orange Business Live 2013: solutions breakout
global consulting
global Infrastructure as a Service
global call collection
Managed Contact
Center Premium
Network-IVR
Flexible Contact
Center
integration (MS Lync, UCaaS, etc.)

14. 14
mobile and digital
enriched Web and
mobile applications
(Joyn apps)
near field
communication (NFC)
parking
payment
parking
payment
lounge
access
lounge
access
security
check
security
check
a few examples
we are constantly enriching our portfolioenriching our portfolioenriching our portfolioenriching our portfolio to ensure
you keep in touch with your customers today andtoday andtoday andtoday and
tomorrowtomorrowtomorrowtomorrow
Orange Business Live 2013: solutions breakout

15. 15
HP testimonial

16. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
CRM - call channel
at
Printing & Personal
Systems (PPS) EMEA
Laurissa Gillespie
Telecom Operations Manager PPS EMEA

17. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17
Printing & Personal Systems

18. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18
CRM: Customer choice - ‘Contact HP’
1 Call 84%
2 Email 14% 4 Social Media
3 Chat (HP SA) 2%
% of total support volume PPS EMEA Consumer market
Services & Support PPS EMEA CALL EMAIL CHAT SOCIAL
MEDIA
Technical Support
Premium Support
Partner/Retailer Support
PC Tune Up (SmartFriend services)
Care Pack – Warranty extensions
Ink Recycle

19. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19
PPS EMEA customer support landscape
• Support is available to all
customers throughout EMEA
• Provided in 25 languages from
16 countries
• Customer Satisfaction
• Brand loyalty
• Drives product quality
HP Contact Centre
location

20. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20
PPS EMEA telecom stats
+200 access numbers for PPS EMEA
2011: 3 million minutes (per month - Inbound)
2012: 2.5 million minutes
2013: 2 million minutes
Countries with local (In Country) number
Countries with International number
International to local number in progress

21. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
PPS ‘Country Expansion’ growing with Orange
Africa: Ghana and Kenya
Europe (Eurasia): Azerbaijan, Georgia, Armenia, Kazakhstan
Current situation
• International (+27) access
number (PSTN) for
English language support
- African countries.
• International (+7) access
number (PSTN) for
Russian language support
- European countries.
Historical reason
• Telecom provider
unavailability or unreliability
in non-standard ‘exotic’
countries
• Challenging to address in
terms of call-routing
internationally &
contractual requirements
Future setup
• Toll-free access numbers per
country
• Call routes to relevant CC
location based on language
We ensure all our customers - regardless of location - have a local, reliable and cost
effective means to Contact HP via the Call channel
Orange expansion capability facilitates HP expansion throughout EMEA

22. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22
Why Orange Business Services for PPS EMEA?
Pre-sales consultancy
Project management
Orange helpdesk (24*7)
KPI and comprehensive reporting
High n/w stability/low issue occurrence
5 hour SLA on P1 issues
Fast implementation of ‘change’
(EU Directives, re-routing)
Long-lasting partnership since 1994
Competitive pricing
Quotations provided timely
& detailed to business level
In-Country access - various formats
‘Vendor Managed’ access
Language-based n/w IVRs
“One stop” shop
Extensive
Portfolio Reliability
Professional
Services
Cost effective

23. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23
Orange IVR solutions for PPS EMEA
HP IVR - Italian
Orange n/w IVR
(scalable, flexible)
German region:
Welcome message in German;
Options:
1. HP support in German
2. HP support in French
3. HP support in Italian
French region:
Welcome message in French;
Options:
1. HP support in French
2. HP support in German
3. HP support in Italian
Italian region:
Welcome message in Italian;
Options:
1. HP support in Italian
2. HP support in German
3. HP support in French
HP IVR - German
HP IVR - French
1 number for Switzerland
3 languages
HP France
HP Germany
HP Italy

24. © Copyright 2013Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you

25. 25
why Orange?

26. 26
best technologies and
leading partners
strong experience as a leader in customer
relationship management
we are where you and your customers need to be …
Orange Business Live 2013: solutions breakout
19,000customers worldwide
4,000customers in the cloud
90,000contact center agent
positions worldwide

27. 27
they trust us
Orange Business Live 2013: solutions breakout
transport & tourism retail bank and insurance industry & services

28. 28
takeaways:
we help you make
the difference
international footprint
comprehensive portfolio
dedicated expert
regional teams
expertise in multi-channel
customer relations
innovation and performance
thanks to our Orange Labs
Orange Business Live 2013: solutions breakout

29. 29
Q & A

30. thank you
gracias
merci
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