Orange Business Services today announced its deal with KONE, a provider of elevators and escalators, to provide two contact center solutions covering 25 sites in 22 countries.
Better customer satisfaction, improvement in operational efficiency of its customer service and sales support are the main objectives of the Finland-headquartered KONE which has more than 1 million elevators and escalators in its maintenance base in close to 60 countries.
KONE has deployed Managed Contact Center, based on Avaya EMC technology, at its service and business support centers and Flexible Contact Center, a cloud-based solution, at its Singapore and Eastern European support centers.
The multi-channel Managed Contact Center solution, including e-mail, chat and voice serves KONE large sites in Europe, the Middle-East and North America. This contact center application is used to support entrapment rescue, and it is integrated into both KONE’s remote monitoring platform and its Salesforce CRM software.
The cloud based Flexible Contact Center solution meets the needs of KONE’s smaller sites and provides the ability to mix channels such as voice and email. Integrating the solution with its CRM software, Salesforce, allows KONE’s contact center agents to have the same user interface, regardless of the communication channel used.
“Orange Business will play an important role in helping KONE with our digital transformation by upgrading our contact center solutions to the next-generation and adding multimedia services to customer interaction,” said Antti Koskelin, CIO of KONE Corporation.