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News : KONE Strengthens Its Partnership With Orange Business Services and Migrates Its Contact Center Infrastructure to the Clo

#contactcenterworld, @orangebusiness

Paris, France, Feb 24, 2021 -- KONE, a global provider in the elevator and escalator industry, has strengthened its partnership with Orange Business Services by moving its global contact center solution to the cloud. This is part of KONE’s ongoing commitment to delivering a high-quality end user experience worldwide.

KONE customer care centers are a vital component for customer service, both for the end-user and direct business customers. They play a strong role in overseeing critical elevator operations, service records and technical data.

By moving the contact center infrastructure to the cloud, KONE will be able to benefit from scalability, flexible omnichannel capabilities, intelligent call routing and built-in security. The contact center can handle email, voice, and alarms for sites around the world and is integrated into KONE’s remote monitoring platform.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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"Orange Business Services is playing an important role in helping us with our digital transformation by migrating our contact center solution to the cloud. This will further enhance our customer experience and pave the way for further innovation in our customer support service," said Antti Koskelin, Chief Information Officer, KONE.

As part of the agreement, Orange has established five contact center hubs globally to simplify and optimize the organization, moving away from a site-based infrastructure to the cloud. The solution spans 35 contact center sites across all continents.

"We are honored to have KONE’s continued trust to improve and innovate its business-critical customer support function. Our global cloud expertise and experience will provide KONE with an optimized and flexible solution, offering improved scalability, cost-improvements and potential for innovation," said Fabrice de Windt, Senior Vice President, Europe, Orange Business Services.

#contactcenterworld, @orangebusiness

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

About Orange Business Services:
Orange Business Services is the enterprise communications arm of France Telecom.

Read today's tip or listen to it on podcast.

More Editorial From Orange Business Services

Published: Friday, February 26, 2021

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2022 Buyers Guide
Get Listed
Help Desk Software

1.)

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.)

Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.)

LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.)

Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.)

OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.)

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.