Services

How has Orange Business optimized and accelerate its digital transformation?

Challenge

Orange Business optimizes reachability with DialOnce solution

Absorbing activity peaks

Following peaks in telephone calls for technical issues (incident reporting or follow-up), Orange Business wanted to implement the DialOnce solution to switch calls to digital.

Goals:

Promote the use of self-care channels
Reduce the number of telephone contacts
Handle 100% of telephone calls

Results

Accessibility 41% Number of sessions / call volume

Avoided calls 56% and oriented towards a digital path

Peak management Easy

"Our after-sales service is subject to occasional call peaks, and the Visual IVR is an alternative solution that enables our customers to file or consult their incident independently, despite the unavailability of call centers. An innovative project carried out by a dynamic, attentive team!"

Philippe Cappelle

Member Relationship at Matmut

Solution

The DialOnce Visual IVR

Orange Business Services has deployed the DialOnce Visual IVR to offer its customers alternative solutions to the telephone, initially on the PABX* line, then extended to the 1017 helpline.

*Private company telephone line