Orange Business, a leader in the telecommunications cloud contact center services industry, has been recognized for its outstanding performance and innovative solutions. The prestigious 2023 Asia-Pacific Company of the Year Award by Frost & Sullivan underscores its significant role in enhancing customer relations through state-of-the-art contact center solutions.
A Beacon of Excellence in Telecommunications
Operating as a subsidiary of the French telecommunications giant Orange Group, Orange Business has made its mark across 14 countries in the Asia-Pacific region, with its regional headquarters in Singapore. The company stands out for its pioneering solutions in cloud contact center services. Their approach not only increases productivity but also significantly improves the experiences of both customers and employees.
At the core of Orange Business’s success is its commitment to revolutionizing customer experience (CX) and employee experience (EX). By harnessing advanced technologies like artificial intelligence (AI), data analytics, and omnichannel platforms. The company allows seamless interactions across various voice, chat, email, and social media channels. This technological integration ensures that employees can respond more effectively and efficiently in real-time.
Elevating Customer Relationships Through Technology
The incorporation of trusted customer relationship management (CRM) systems in Orange Business’s portfolio is a game changer. It reduces customer wait times and allows for multi-channel inquiry handling, thereby streamlining customer service processes. This holistic approach results in proactive, context-aware interactions and unified experiences at scale, adding extraordinary value for their clients.
Frost & Sullivan’s ICT industry principal, Sherrel Sonia Roche, praised Orange Business for its integrated cloud contact center solution, which combines secure CX and EX services with advanced technology. This solution enhances both customer experiences and agent productivity, demonstrating Orange Business’s commitment to technological innovation and customer-centric strategies.
A Customer-Centric Approach to Success
Orange Business is not just about technology; its customer-centric philosophy is crucial to its success. The company acts as a business advisor, understanding customer needs, identifying technology gaps, and implementing CX solutions aligned with business goals. This approach ensures that clients’ CX challenges are effectively addressed, promoting unified experiences throughout the customer journey.
Frost & Sullivan highlights Orange Business’s strategy of putting clients and their businesses at the forefront. The company’s ability to customize contact center solutions according to specific customer and industry needs is a testament to its global expertise and domain knowledge.
Conclusion
Frost & Sullivan’s Company of the Year award is a testament to Orange Business’s growth strategy, innovation, and market leadership excellence. The company’s significant impact on customer value and market penetration reflects its industry-leading status.
Frost & Sullivan’s Best Practices awards, including this prestigious recognition, are given to companies that demonstrate exceptional performance across various sectors, solidifying Orange Business’s position as a leader in the telecommunications cloud contact center services industry.
