An end-to-end customer experience service portfolio and novel IoT business models enable Orange to address customer demands efficiently
Based on its recent analysis of the Asia-Pacific telecom services market, Frost & Sullivan recognizes Orange Business Services, a global network-native digital services company, with both the 2021 Asia-Pacific IoT Analytics Services Company of the Year Award and the 2021 Asia-Pacific Telco Cloud Contact Center Services Company of the Year Award. Orange is uniquely positioned to bring together the dual expertise of a global telecom operator and a system integrator, delivering and orchestrating technical expertise in data, network, IoT, customer experience, cloud, and security. Its reliable solutions employ emerging technologies such as AI and analytics to generate tangible benefits for customers all along the digital value chain.
Orange’s IoT portfolio leverages IoT integration to deliver customized solutions that provide quick wins and ROI for customers in the smart transportation sector. Its success in Singapore and Hong Kong indicates significant application opportunities in smart cities, smart buildings, and smart ports. In addition to these solutions, its Connected Sites initiative delivers considerable value by providing an end to end solution offering for digitizing worksites inclusive of sensors, network, data management, analysis, application development and integration.
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“By redesigning component-based architecture into a complete service model, Orange gives customers the flexibility to choose particular applications and features so they may solve their business challenges automatically and authentically,” noted Hemangi Patel, Senior Industry Analyst. “It also enables Orange to accelerate the implementation process so it can launch a new site within five to ten business days. This speed of delivery, agility, and flexibility helps it respond rapidly and efficiently to customers’ requirements.”
Orange further supports enterprise clients and their operations with digital and data-driven solutions. It offers an integrated customer experience services portfolio covering flexible cloud-based contact centers, managed contact centers, digital technology, data intelligence, virtual agents, workforce engagement, collaborative workspace, and network connectivity services. In addition, it partners with clients to help them seamlessly engage with their customers across all communication channels and leverage AI to deliver personalized, proactive, and context-aware interactions.
“Ultimately, Orange serves as an advisor to its clients to understand their business requirements, identify technology gaps, and design and implement innovative CX solutions,” noted Sherrel Sonia Roche, Industry Principal, ICT. “By placing client needs at the center of its CX strategy and initiating several co-innovation partnerships to explore and develop use cases, it has emerged a leading provider of telecom cloud contact center services and IoT analytics services in Asia-Pacific.”
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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 a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
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