Russian digital services operator Tricolor has turned to Orange Business Services to modernize its customer service activities, leveraging technology from Genesys, a global leader in cloud customer experience and contact center solutions.
Tricolor provides digital services, including satellite television and video streaming, for 12.2 million households throughout Russia. By deploying Genesys Engage, the omnichannel and multi-cloud customer engagement solution to be used by hundreds of operators, Tricolor can now interact with its customers all across the country via voice, chat, social networks, instant messaging and e-mail by seamlessly using a single platform.
The solution allows Tricolor to maintain the level of service regardless of communications channel. Tricolor can now also use speech analytics, allowing it to identify the reason for customers’ calls. This in turn provides the company valuable data insights in order to optimize internal processes and allow further self-service provision to end customers.
Working with Orange Business Services since 2018, Tricolor deployed this new solution on top of its existing infrastructure. The seamless transition to the new platform took only six weeks and did not impact current business processes nor the quality of services provided.
Richard van Wageningen, senior vice president, IMEAR, Orange Business Services
An omnichannel platform makes it possible to engage with customers regardless of the communication channel. This is essential to provide a highly personalized customer experience. The benefits have already been seen by more than 500 of our customers around the world.
Ekaterina Pavlova, director of the service department of Tricolor
The Genesys Engage platform allows a contact center employee to see complete information on all customer requests in real time. They can then provide the necessary operational support regardless of the communication channel.
