Managed Contact Center - Express:
Contact Center On-Demand from
Orange Business Services

Orange Business Services' Managed Contact Center - Express, is a complete hosted alternative to a traditional premise-based contact center. Launched in 2003 by France Telecom under the name of Contact Multicanal, the CosmoCall Universe powered, Managed Contact Center - Express allows companies to quickly and easily implement feature-rich, multimedia, multi-channel contact centers without large capital investments and without the ongoing maintenance costs of a premise-based platform.

As a single multi-channel system, Managed Contact Center - Express is inherently more labor-efficient than the several separate single-channel systems that most contact centers use now. All contacts line up in one virtual queue and are distributed to the same agents using Managed Contact Center - Express's advanced all-IP queuing and routing engine. Pricing is modular, so clients pay only for the specific mix of capabilities they need. Pricing is also usage-based, so clients can expand or reduce the size of their contact center operation without penalty at any time.

Features and Benefits of Managed Contact Center - Express:

• Quick, easy and economical activation and maintenance of your contact center

• Fully hosted, flexible and highly scalable solution

• On-demand capacity with modular, pay-as-you-go pricing

  • Choose the number of agents needed each month

  • Choose the number and type of channels each agent can use

• 

  Managed Contact Center - Express
  IVR Designer
  Click for details and to enlarge

  

  Orange Business Services'  Managed Contact Center - Express browser-based administrative client
  Click for details and to enlarge

  Multichannel contact enhances customer service and increases customer loyalty:

  • Telephone

  • Web voice and video

  • Web chat with multimedia escalation 
    (page-push, co-browsing, videoconferencing)

  • E-Mail Response Management

  • Telephone Callback

• Browser-based IVR creation with instant online changes

• Integration to your premise-based CRM

  • Screen-pops with all call-related information

• Universal queuing of all contact types

• Skills-, Priority- and QOS-based routing

• Unified tracking and management of all customer interactions via all media

• Secure client self-administration for agent profiles and routing rules

• Browser-based real-time reports

• Comprehensive, browser-based historical reports

• Full multilingual support, including French and English

Clients' contact center administrators have secure access to intelligent tools for managing agents and their skills in single-site, multi-site, or fully distributed work-at-home configurations. And because there are no hardware constraints, agents can be located anywhere they have access to a multimedia PC and a connection to a managed IP network, including remote offices in France, and offices elsewhere in Europe or around the world. Agents can even work at home, with full transparency of features.

Powered by CosmoCom   

The all-IP architecture of CosmoCall Universe makes it the ideal selection for Orange Business Services' Managed Contact Center - Express solution. CosmoCall Universe was built from the ground-up with the needs of network service providers in mind, including a high availability, high capacity, multi-tenant solution with the capability of location-independent agents and support of all forms of customer communication in one unified platform.

For more on CosmoCall Universe, please visit the Product section of our site.

To Find Out More About Managed Contact Center - Express...