Orange business services power of voice webinar

©2013 ICMI, All Rights Reserved #ICMIWebinar icmi.com | 800.672.6177
The Power of Voice for Today’s
Customer

• About ICMI and its latest statistics on the
contact centre space
• Why voice has become more essential to the
customer experience
• How voice has become intelligent, yet
simplified
• How Orange is leading the way with voice
evolution, globally
• Q&A

Sarah Stealey ReedSarah Stealey Reed
Content Director & Senior Analyst | ICMI
@stealeyreed
@callcentericmi
#icmiresearch
Content Director & Senior Analyst | ICMI
@stealeyreed
@callcentericmi
#icmiresearch
Thomas FayetThomas Fayet
Product Manager – Contact Center Access
@orangebusiness
#powerofvoice
Product Manager – Contact Center Access
@orangebusiness
#powerofvoice
Duncan HawkinsDuncan Hawkins
Business Development Director
@orangebusiness
#powerofvoice
Business Development Director
@orangebusiness
#powerofvoice

ICMI is about Empowerment!
Industry Expertise ~ Research & Benchmarking

ICMI Multichannel Research
Within last 12 months, ICMI
surveyed 1286 contact center
leaders about multichannel
– Understand channel
preferences
– Connections to CSAT & FCR
– Customer and agent
engagement links
– Uncover multichannel
realities, challenges and
opportunities

©2014 ICMI, All Rights Reserved #ICMI icmi.com | 800.672.6177
Learn more about optimizing the
voice channel!

Key Research Findings
1. Contact Centers are BUSY
2. Voice Remains Important
3. Customer Experience Reigns
4. We ALL Have a Global Reach
5. Analytics Can Help
6. Select the RIGHT Partner

WHY is this
Important?

WHY is this Important?

Intentions for Today
There are a LOT of channels being
supported

If you are supporting at least two channels…you are already multichannel!

The Voice Channel Remains
Necessary; Perhaps MORE Necessary
than Before

17
Orange holistic approach of Voice for
Contact Centers
vast choice of
worldwide
access
numbers
routing
advanced
routing
options
adapted to
your business
needs
IP types of
connections
in more than
100 countries
call collection delivery

Single Contract; Billing Flexibility

20
Orange offers a flexible contracting
framework
Single point of contact with the
flexibility of local billing options
Facilitated management : save
time and money with less suppliers &
invoices

23
simply and dynamically manage
call routing in real time
Orange Web interface to:
change the call routing settings in
real time
trigger a contingency plan
activate back-up routing in seconds

The Customer Experience

“We are still in the early days of what will clearly
be a years-long revolution in how companies and
customers communicate. But what’s clear is that
agents are still going to be the focal points for the
highest complexity (and highest value)
interactions.”
~ Keith Dawson - Ovum

Which Metrics Matter?

Investing in Quality of Service

33
performance commitment by Orange
Business Services
state of the art network design
performance, leveraging Orange
Labs R&D as well as best-in-class
equipment providers
strong SLAs: network uptime,
service availability e.g.
uncompressed voice for optimal
quality, and HD Voice ready
seamless worldwide organization
with local presence in 166 countries
1
2
3
4

According to our research, almost 86% of service centers support at least two channels.

“No matter how sophisticated and prevalent your
channel options, customers will still need to reach
agents at times.”
– Brad Cleveland, ICMI

Emerging Technologies & Countries,
Mean We are ALL Global

Non-English customers are
growing!

Global Coverage

43
Orange worldwide coverage with call collect
services in +120 countries
Toll-free
(0800XXX)
call collection in
120 countries
PSTN
call collection in
70 countries
UIFN
(+800XXX) universal
international free
phone numbers in
+50 countries
largest
choice of
access
numbers
Toll-share
revenue-share
access numbers
in more than
20 countries
more details in appendix
Contact Center Access

44
Orange worldwide coverage with call collect
services in +120 countries
Saudi Arabia
Toll-free
Ghana
PSTN
Azerbaijan
PSTN
Who else is
able to offer
numbers in?
Cambodia
PSTN

45
Because all businesses already have numbers in
production…
1.we offer number portability in 100+
countries
allow to smoothly keep your numbers when moving to
Orange using established processes with local
authorities
2.we offer contract novation
when numbers are not portable, we can transfer your
contract to us so that you can keep your numbers
3.we support you in the assessment and
execution
smooth number porting requires to properly follow processes,
provide the right document, on a per country basis and in a
continuously changing environment. Our in country and central
experts are here to support you

“Our callers trust us more and think we are
providing more accurate information when we
speak to them in their native language.”
~ call center manager for a national non-profit

Analytics Help Tie Everything
Together

Analytics keep you from using the
crystal ball

Anticipatory Data!
Identify + Personalize = Engagement

Reporting and Analytics

53
Reporting & Analytics
What is the value of having access to detailed call statistics?
– Understand call patterns, and optimize sizing
– Understand the revenue associated to a 0800 number
– Identify customer calls that were not answered and call them
back
customer case studies

Reach your customers before they
need you

The Right Voice Partner Makes the
Difference

Five good reasons to choose
Orange Contact Center Access
1. Single Contract , flexible Billing
2. On-line Routing Management
3. Quality & Performance
4. Coverage
5. Reporting & Analytics

57
Orange Contact Center experience
with an international presence and local
support in 220 countries and territories, we:
– serve 5,000 customers
– have 500 expert employees on contact center
– carry five billion minutes per year
– manage 60,000 contact center positions
– host 2,000 servers
– manage 120 million payment transactions, 250 million
sms/mms and 16 billion hits per year
– provide multimedia advanced services to lower costs
for customer service
57575757

Sarah Stealey Reed
sreed@icmi.com
Sarah Stealey Reed
sreed@icmi.com
@stealeyreed
@callcentericmi
@stealeyreed
@callcentericmi
Thomas Fayet
Thomas.fayet@orange.com
+41 78 621 52 93
Thomas Fayet
Thomas.fayet@orange.com
+41 78 621 52 93
#icmiresearch
#cctr
#custexp
Duncan Hawkins
duncan.hawkins@orange.com
+44 7714 707151
Duncan Hawkins
duncan.hawkins@orange.com
+44 7714 707151
Contact us:
Thank you!

Orange business services power of voice webinar

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