International Call Centre Support

orangelogo

Company profile

Orange is a mobile network operator and internet service provider in the United Kingdom, which launched in 1993. It was once a constituent of the FTSE 100 Index but was purchased by France Telecom in 2000, which then adopted the Orange brand for all its other mobile communications activities.

Orange UK has since merged with Deutsche Telekom's T Mobile UK to form a joint venture, EE. Orange UK has over 17 million customers through its mobile and former broadband services.


Business situation

Orange were in the process of a technology refresh, updating their Contact Centre call routing solution. As part of this process Orange were looking for a supplier who could provide full technical support and maintenance for the existing estate without the requirements to upgrade, and at a reduced cost.

After putting out to tender, IISAS were successful in securing the support contract.

 

Technical situation

Orange operate 5 x 4 cabinet Aspect Spectrum ACD solutions which provide telephony to multiple Contact Centres consisting of 7000 agents both on and offshore.

Solution

  • The solution, which IISAS provided to Orange, was to offer a comprehensive support proposal, which included: -
  • An SLA tailored to the customer’s requirements
  • Weekly proactive system health checks
  • Fault rectification
  • Hardware replacement
  • High quality and competitively priced Professional Services as and when required.
  • Significant maintenance and support cost savings
  • Onsite support resource

Benefits

Steve Price of Orange says:-

“IISAS always demonstrated a high level of focus and commitment to delivering their customers expectations within the support contract.”
“IISAS were engaged to support the estate of ACD’s across the country, All requirements were met at all times and indeed contractual obligations were exceeded, freely offering their experience and expertise to assist my team in areas outside of ACD support.”

“IISAS had a wide range of technical expertise across many of the systems under my departments control and indeed were at all times more than happy to help and advise myself, team members & other areas of the business on elements that were not within the ACD support contract.”

 

Testimonial

orangelogo

IISAS have a great depth of expertise and at all times demonstrated a high level of focus and commitment, adding extra value in terms of their willingness to freely assist in areas outsideof the remit of their contractual obligations.

Steve Price
Office Network Support Manager

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