- personalized: Flexible Contact Center includes a unique flexible workspace feature, based on drag-and-drop widgets, enabling companies to easily:
- personalize agent’s desktops to adapt to day-to-day business evolution;
- integrate company resources and especially CRM applications allowing agents to provide a personal welcome and support.
- multichannel: Different customers want to communicate through different devices and media, and Flexible Contact Center supports live agent voice, Interactive Voice Response, e-mail and chat with other options planned.
- mobility & homeshoring: Agents and supervisors can have access to their business desktop with relevant tools, anytime from anywhere.
- consistency: All agents and supervisors have access to the same tools so that the customer experiences the same level of service anywhere in the world.
- integrated: Flexible Contact Center can be integrated to complement traditional contact center solutions from Orange Business Services based on the needs of the customer. This allows for quick ramp-up of new agents to manage a rapid increase in contact volume.
- UC-compatible: Since Flexible Contact Center is cloud-based and uses drag-and-drop widgets, agents and supervisors can integrate unified communications tools into their desktop including a PC-based softphone and instant messaging.
Delivering The New Customer Experience Infographic (Graphic: Business Wire)
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