Frost & Sullivan recently researched the telecommunications cloud contact center services industry and, based on its findings, recognizes Orange Business with the 2023 Asia-Pacific Company of the Year Award. With its Asia-Pacific regional headquarters in Singapore, Orange Business is a subsidiary of the French telecommunications company Orange Group and operates in 14 countries across the region.
Orange Business helps global companies improve customer experience (CX) and employee experience (EX) by leveraging state-of-the-art technology and a superior omnichannel platform that allows customers to engage with contact center employees across all channels, such as voice, chat, email, and social media. The company enables contact centers to leverage digital technologies—like self-service, chatbots, automation, artificial intelligence (AI), and data analytics—to facilitate real-time interactions and improve employee responsiveness.
Orange Business also integrates trusted customer relationship management (CRM) solutions in its portfolio to enhance efficiency by reducing customer wait times and allowing employees to handle inquiries across multiple channels. This holistic approach to CX and EX enables Orange Business to deliver proactive, context-aware interactions and unified experiences at scale, creating exceptional value for its clients.
“Organizations increasingly deploy cloud-based contact center solutions to access various capabilities and efficiently engage with customers across multiple channels and devices. Orange Business has designed an integrated cloud contact center solution that offers secure CX and EX services combined with next-generation technology capabilities to deliver improved experiences and agent productivity,” said Sherrel Sonia Roche, ICT industry principal at Frost & Sullivan.
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Apart from its innovative culture and cutting-edge technology, Orange Business bases its success on its customer-centric approach. Orange Business consistently acts as a business advisor to fully understand its customers’ business demands, identify technology gaps, and implement innovative CX solutions aligned with their business goals.
Furthermore, the company helps clients address innumerable CX challenges, such as managing disparate legacy systems and integrating different customer touchpoints. This customer-centric approach facilitates unified experiences across the entire CX journey, showcasing the company’s forward-thinking digital transformation strategy.
“Frost & Sullivan notes that with customer value as a strategic imperative, the company’s operations and service delivery approach goes beyond its extensive technology expertise and best-in-class capabilities. Orange Business puts its clients and their business at the heart of its strategy. The company leverages its global footprint, domain knowledge, and industry-specific expertise to customize contact center solutions to specific customer and industry needs,” noted Roche.
Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies, and the resulting leadership in terms of customer value and market penetration.
Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
SOURCE: PRNewswire